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.

1. 1
Communicating
in a Crisis
Ingrid Svendsen
Director, aged care & health, Grounded
Communications
Russell Kennedy Crisis
Management Seminar
24 May 2016

2. Crisis communications
2
Crisis comms – aged care, health, human
services, transport, infrastructure
Issues management
Campaigns
Media and media training

3. 3
For example
Train fatality
Drownings
“Starvation” claims
Carer sexual assault
Resident
assault/claims

4. 4

5. Crisis communications
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One hour

6. Crisis communications
6
First hour priority
Reconnaissance

7. Crisis communications
 What’s happened?
 How serious is it?
 Do we need to communicate right now?
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Quickly ascertain

8. Crisis communications
8
Is it a crisis?

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. 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. Crisis communications
11
First hour actions
Immediate public response if needed
Crisis communications planning

12. Crisis communications
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One day

13. Crisis communications
13
First day priority
Response

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. Crisis communications
15

16. Crisis communications
16

17. Crisis communications
17
One week

18. Crisis communications
18
First week priority
Reassurance

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. Crisis communications
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One month

21. Crisis communications
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First month priority
Regroup

22. Crisis communications
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Regroup
Review
Prepare
Rebuild reputation

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. 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?

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Thank you
@GroundedComms
@ingridsvendsen