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Lecture 9 Managing crisis communication issues (Crisis communication…
Lecture 9
Managing crisis communication issues
Crisis communication
Definition
"Interaction btw organisation & stakeholders prior to, during and after a negative occurrence, which is the crisis"
Aim to minimise damage to reputation of organisation
Elements of crisis communication:
crisis communication plans
stakeholder and partner identification
set up info centre
spokesperson selection
message development
managing traditional and conventional media
address DRUMS
press conference
Principles in crisis communication
Strategic principles:
Show control
Inform
Reassure
Reassess
Restore
-Rally
**SIR4
Tactical principles
** SPAM
1) Stakeholders analysis
Circle of vulnerabilities
Victim, family, peer, helper, subordinates, organisation, affected public, general public, media, government, international community
provide information (problems, warnings signs, solutions)
2) Psychological states
positive (altruism, relief)
negative (anxiety, fear, uncertainty)
3) Active communication
be first, right and credible
promote action
express empathy and respect
4) Mending after impact
from who: depends on how serious
to whom: directly and indirectly involved
what: candour, remorse, commitment
where: close to the scene of crisis
when: immediately after crisis
how: written, speech, use of non-verbals
Benefits:
build cohesion within organisation
build bridges with community
build a positive corporate relationship
maintain public support after crisis
minimise damage after probable scandal
minimise fear of security threats
Issues of crisis communications:
Crisis is a significant trial for organisation
Organisation to be overwhelmed by stakeholders during crisis
Crisis organisation has to be the key/main source of information
Mass media
Types of media:
1) Conventional media
Broadcast
Print
Wired service or news agency
Electronic
2) Emerging media
Cyber platforms
Citizen journalism
Official info sites
Problems btw mass media & workers:
workers lack of guidelines to handle media > workers' stress
media do not understand workers' priorities, procedure, jargons > misunderstanding
conflicting priorities btw media and workers on > working impediments
past negative experiences btw workers and media > mistrusts
Trail by media **
How to handle media:
keep in contact with key journalist and build rapport
conduct timely press release
fixated spokesperson
always tell the truth, may not be all at once
crisis organisation to be the key/main source of info
monitor media
crisis organisation to release official statement immediately
Building good relations
1) With public:
provide accurate info
improve media coverage
avoid competing with other agencies for attention
2) With media
keep communication line open > good promoter
never overestimate/underestimate media's knowledge
meet deadlines of providing info
Spokesperson
Aim:
to provide adequate factual info to ensure good media coverage
lend a voice and human face to facless bureaucracy
establish as a source of official info
provide on the spot update
provide room for manoeuvre
Train spokesperson:
portray unbiased image of crisis (highlighting vulnerability, fear, capabilities, resiliency)
provide adequate info yet maintaining necessary confidentiality
treat reporters with respect while remaining in control
Dealing with photographer:
spokesperson to provide ideas on taking a photograph of crisis, but ultimately allow photographer to display their skills and judgement
preserve dignity for the victims by asking for approval and explain the rationale for using their image
Prepare for media interview:
Medium
Impact
Approach
Audience
Objective
** MIAAO
Microphone shove to face:
DO NOT reply no comment
DO NOT use jargons
DO display empathic responding
DO answer every questions
redirect question to the agenda
(Acknowledge, Bridge, Communicate)
** ABC
Importance of accurate info
antidote to chaos is accurate info
public is vulnerable to DRUMS
DRUMS brings mental health implications like anxiety, fear, panic due to lack of knowledge and uncertainty
impt to provide adequate factual info to informing precaution and letting them know if they can be of help
Managing rumours
Dealing with rumours:
disseminate adequate factual info to reduce cognitive & affective uncertainty
provide prompt and clear evidence of falsity
dismiss rumour immediately as untrue can be see as a cover-up or evading responsibility
use good info to counter bad info
consistency btw reports from mass media and statements from crisis organisation
Core components in message:
Basic facts
Instructions/guidance
Assurance/emotional support/empathy
**BIA