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Grounded Communications - Communicating in a Crisis - 24 May 2016

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Grounded Communications Director Ingrid Svendsen explains how to handle internal and external communications during a crisis. This includes how to manage critical incidents such as deaths or major injury; sensitive divestment or other change management processes; Coronial Inquests and other legal Proceedings, and serious staff or executive misconduct.

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Grounded Communications - Communicating in a Crisis - 24 May 2016

  1. 1. 1 Communicating in a Crisis Ingrid Svendsen Director, aged care & health, Grounded Communications Russell Kennedy Crisis Management Seminar 24 May 2016
  2. 2. Crisis communications 2 Crisis comms – aged care, health, human services, transport, infrastructure Issues management Campaigns Media and media training
  3. 3. 3 For example Train fatality Drownings “Starvation” claims Carer sexual assault Resident assault/claims
  4. 4. 4
  5. 5. Crisis communications 5 One hour
  6. 6. Crisis communications 6 First hour priority Reconnaissance
  7. 7. Crisis communications  What’s happened?  How serious is it?  Do we need to communicate right now? 7 Quickly ascertain
  8. 8. Crisis communications 8 Is it a crisis?
  9. 9. Crisis communications  Who is affected?  How badly?  Who knows?  Will the news spread?  What would stakeholders expect of you?  What are your legal obligations? 9 Questions to ask
  10. 10. Crisis communications  A serious issue requiring proactive management that has the potential to: o negatively affect the reputation of the organisation o impact on the smooth running of the organisation o involve significant adverse media or stakeholder attention 10 Defining a crisis
  11. 11. Crisis communications 11 First hour actions Immediate public response if needed Crisis communications planning
  12. 12. Crisis communications 12 One day
  13. 13. Crisis communications 13 First day priority Response
  14. 14. Crisis communications  Convene crisis communications team  Briefing/scoping  Who is affected, who needs to know  Communications channels  Messaging. Apology?  Spokespeople  Media engagement if needed  Stakeholder engagement – internal/external 14 A day one checklist
  15. 15. Crisis communications 15
  16. 16. Crisis communications 16
  17. 17. Crisis communications 17 One week
  18. 18. Crisis communications 18 First week priority Reassurance
  19. 19. Crisis communications  Deal with the operational as well as the communications  Don’t fan the media flames  Keep stakeholders informed  Support staff 19 Week one checklist
  20. 20. Crisis communications 20 One month
  21. 21. Crisis communications 21 First month priority Regroup
  22. 22. Crisis communications 22 Regroup Review Prepare Rebuild reputation
  23. 23. Crisis communications One hour Reconnaissance Initial assessment, holding response One day Response Detailed assessment, media and communications strategy One week Reassurance Focus on stakeholders One month Regroup Review, prepare for subsequent stages and “next time”, reputation rebuild 23 In summary
  24. 24. Crisis communications 24 Check your crisis communications preparedness Do we have a crisis communications protocol? Has it been reviewed in the last 12 months? Are we trained?
  25. 25. 25 Thank you @GroundedComms @ingridsvendsen

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