CIPR South West Taking the Drama Out of a Crisis
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Transcript of CIPR South West Taking the Drama Out of a Crisis
Taking the drama out of a crisis
Tips on planning for the unexpected
CIPR (Gloucestershire)
Taking the drama out of a crisis 8th December 2015
Welcome!This evening:6.05pm – Welcome – Nina Bartlett, CIPR6.10pm – Housekeeping (fire alarms etc) and scene setting – Hilary Allison6.15pm – Managing the media (Gloucestershire case study) – Caroline Rawlinson6.35pm – Making your communities resilient (Somerset case study) – Julie Jupe7.05pm – Gloucestershire Prepared (Local Resilience Forum) – Chris Jackson & Hilary Allison7.20pm – It’s all in the preparation (top tips) – Hilary Allison7.45pm – Question Time (with speakers)8pm – Discussion – When is a product recall the right course of action? (All)8.20pm – Sum up/close (chance for those interested to visit Force Control Room - 30 mins max).
Taking the drama out of a crisis 8th December 2015
Welcome!
Taking the drama out of a crisis 8th December 2015
Managing the mediaA Gloucestershire case study
Caroline Rawlinson, Vivid PR
What is a crisis?
an ‘abnormal and unstable situation that threatens the organisation’s strategic objectives, reputation or viability’
It’s not what it is, it’s what you do with it…
A crisis is defined not necessarily by what has happened but where it could go next
Why the media matters in a crisis
Thomas Cook
Why the media matters in a crisisMerlin Entertainments - Alton Towers
Or should it be successfully feed?
• Traditional media is on 24/7 via websites and their own social media output
• We’re all the media through Facebook, Twitter, Linked In, Blogs, You Tube etc.
• In Gloucestershire alone there are around 350,000 people on Facebook and Twitter all sharing news
• Makes the traditional media list look quite manageable
How do you manage the media?
• Gloucestershire Echo & Citizen, The Forester, Stroud News & Journal, Dursley Gazette, etc
• South West Business (Local World online)• BBC Radio Gloucestershire, Heart FM etc• BBC TV West, ITV West etc• Cotswold Life, GL Magazine, etc• Punchline, G First Newsletter etc.• So Glos
Gloucestershire’s local & regional media
Media - online & offline
Dowty Propellers, Staverton
February 4th 2015
February 5th 2015
February 6th 2015
Who is affected and hungry for information?
• Employees • Customers• Suppliers• Local community• Trade Unions• Business organisations• Aerospace community
Most urgent questions…
…are there any fatalities, any injuries, how serious, how many, what are they and to whom. What caused the fire, who or what is to blame, how’s the business affected and how are you putting things right.
Prepare statements & organise
First point of contact
Liaise with team internally
Dowty Propellers learned that you need a dedicated and expert team to work with the media
Think long term
Be very quick to say something
Issue regular updates and ‘boss’ the time
Be confident, proactive and professional:
Pictures, video, images
Think ambassadors, partners etc
Use best communicator in the business
Other considerations to make a difference:
Plan, practice and evaluate
Never, ever no comment
Monitor what’s being said. Don’t be afraid to challenge
What’s next for Dowty Propellers?
Thank you!
Welcome!
Taking the drama out of a crisis 8th December 2015
Making your communities resilientA Somerset case study
Julie Jupe, University of Bristol
212 May 2023
A&S LRF
Our Plan
Media & Social Media
Community resilience
Key learning
What next
Welcome!
Taking the drama out of a crisis 8th December 2015
Working together in GloucestershireRole of the Local Resilience Forum
Hilary Allison & Chris JacksonGloucestershire Constabulary
In Gloucestershire …
• Local Resilience Forum (LRF)• Strategic Group and sub groups• County-wide Strategic Group chaired by Deputy Chief
Constable Rod Hansen• Principle mechanism for multi-agency co-operation
under Civil Contingencies Act (CCA) 2004• www.glosprepared.co.uk• @glosprepared
What is the LRF?
‘To co-ordinate effective and efficient integrated emergency management arrangements within the County of Gloucestershire and to meet the requirements of the Civil Contingencies Act 2004’.
Our plans…
• The Local Resilience Forum (LRF) Warning and Informing Group (Communications Group)
• The LRF Plan
The Communications sub-group…
• Gloucestershire Police• Gloucestershire Fire & Rescue• Gloucestershire County Council• All local councils• Gloucestershire Hospitals NHS
Found Trust• South West Ambulance Service
NHS Found Trust• Public Health England• Environment Agency• Highways England
• Water companies• Magnox• Gloucestershire Airport
• Local media – BBC, Citizen & Echo
Our objectives
• Providing public safety information • Providing timely, accurate and appropriate
information to the public (including media)• Quick response to inaccurate reporting,
speculation and undue criticism *especially in light of citizen journalism and social media
• Assisting any investigation – using appeals for information and evidence
Our process
• Police - lead agency for communication• Aim to issue initial holding statement to
media and public within 20 minutes• Pre-planned safety statements issued by
police and partners via media/social media• News releases issued and conferences
arranged following Strategic Coordinating Group meetings
Communications roles
The Gold Comms Officer will work with comms colleagues from police and other agencies and companies to…
• issue information/appeals and arrange news conferences
• identify, brief and prepare media spokespeople from each agency
• monitor media and social media for news, issues, rumours, inaccuracies - respond if needed
• manage media on site and at briefing centre
How we work
• Police lead• Meet quarterly• Discuss upcoming incidents/events• Take part in role play exercises to test comms
response in major incidents• Talks from local media/comms experts• Discuss learning from recent incidents• Update Warning and Informing Plan
Our communications principles
• Accurate, timely and co-ordinated information
• Briefings must be factual – avoid speculation
• Inaccurate reports must be quickly countered
• Clear public safety information reduces panic
• Lead comms should issue holding statements
• Coordination between agencies important
• Internal comms vital - staff must be kept informed
Helicopter crash 2013
Helicopter crash 2013
How we can help
• Advice and guidance• Warning and Informing Plan• Gloucestershire Prepared website –
www.glosprepared.co.uk - advice for communities, families and businesses
Welcome!
Taking the drama out of a crisis 8th December 2015
It’s all in the preparation!Top tips for planning for and managing crises
Hilary AllisonGloucestershire Constabulary
Office of the Police and Crime Commissioner
But …
• 1994 – Cromwell Street murders (Fred & Rose West)• 1996 – Building of Newbury bypass• 1998 – High profile police sexual harassment cases• 1999 – Total eclipse of the sun• 1999/2000 – The Millennium• 2000 – Fuel crisis• 2001 – Foot & mouth disease• 2007 – Tewkesbury ‘back in business’ • 2013 – Pilot badger cull (national comms lead)
In that time…
• Preparation key• “If you think preparation is expensive, try chaos!” (Met
Police)• Many basic ‘rules’ remain:- have a plan, resource it, test it, update it- involve others, including partners- consider stakeholders – including staff- consider channels- work with media- prepare for anything- communicate, communicate, communicate!
Two major changes…
• 24 hour media- increasing appetite for information- increasing communication channels- increasing time and space to fill- technology – information brought to us sooner
• Social media (game changer)- rise of citizen journalism- proliferation of channels – film, video, photos- eye witness accounts- ‘news’ broken on social media- emergence of digital media biggest change crisis
comms management (@hilaryallison 2011)
Opportunities and challenges…
• Opportunities:- warn and inform- reach more people- broadcast film and photos- co-ordinate response and reassure- 24/7 facility- evidence of emerging situation- develop conversation and understanding- early warning system – anticipate issues (monitoring)- brand & reputation management – way major incidents
managed subject of much comment while happening
Opportunities and challenges…
• Challenges:- citizen journalism can lead to inaccuracy- opportunity for others to criticize/hamper efforts- pressure to give information asap (unchecked)- not always practical (if people have not facility)- danger of reputational or brand damage
• Biggest impacts:- ability to escalate major incident- ability speed up process- fragment a strategic communications process
To illustrate that point…
• Three M’s- mayhem – what, where, when, who?- mastermind – history, background- manhunt – fault, error, blame• Epilogue – long-term, trials, inquests, inquiries• Cycle – 20 hours Piper Alpha oil rig disaster (1988);
three hours Clapham junction crash (1988)• Social/digital media = happen together• Eurostar (2009) case study of crisis communications in
social media age as failed to grasp importance in communications approach
To illustrate that point…
• Boston Bombing (2013):- importance of social media as policing tool apparent- within 10 minutes of bombing, Boston Police
Department (BPD) Commissioner Edward Davis told his department to use social media
- misinformation from professional media and social media, quickly corrected by the BPD
- most accurate information was from official BDP Twitter account
To illustrate that point…
• Charlie Hebdo (January 2015) - social media ahead of media and official updates- media filled vacuum - difficult to get overall picture- media too close?
• Paris (November 2015) - news broke on social media- most talked about event in 2015 (Twitter)
Social and digital media …
• Not just broadcast channel – chance for conversation• Must be within communications plan – ‘as well as’ other
methods rather than ‘instead of’• Must be resourced properly• Engagement starts now, not when major incident starts• Explore benefits of variety of channels• Within communications plan, social media platforms
should be linked• Build social management and evaluation into your work
at the start.
Welcome!
Taking the drama out of a crisis 8th December 2015
Question Time
Led by Nina Bartlett
Welcome!
Taking the drama out of a crisis 8th December 2015
When is a product recall the right course of action?
Discussion led by Nina Bartlett
Welcome!
Taking the drama out of a crisis 8th December 2015
Thank You!