NEDRIX Crisis Communications 1014 - s3.amazonaws.comfor... · Planning Tools 5. Making It Real....
Transcript of NEDRIX Crisis Communications 1014 - s3.amazonaws.comfor... · Planning Tools 5. Making It Real....
Bo Mitchell911 Consulting
President
Police Commissioner (Ret.)
Certified Emergency Manager
CEM, CPP, CBCP, CHCM, CHSP, CHS-V, CHEP CSHM, CFC, CIPS, CSSM, CSC, CAS, TFCT3, CERT, CMC
Expert Consultant
•Landmark Legal Cases•Expected Settlements:
$1 Billion Each•“Failure to Plan”•“Failure to Train”
911 Consulting Clients
GE HQSubway HQHyatt Corp HQ Swiss Army HQ
ExxonMobilGoodrichPratt & WhitneyMasterCard HQ
911 Consulting Clients
•25 Secondary•Western CT Univ.•Central CT Univ.•John Jay College•Housatonic CC
Your Most Important Asset?
•People?•Product/
Service?•Customers?
•Property?•Intel Prop?•Data?•Profits
Your Most Important Asset?
•People?•Product/
Service?•Customers?
•Property?•Intel Prop?•Data?•Profits
How Do You Protect Your Brand?
But…How Do You Protect Your Brand
From the Effects of a Traumatic Incident?
Examples
• Tylenol• Costa Concordia• LIPA• Sandy Hook
Elementary• Fukushima Daiichi
• GM• BP• Hartford
Distributors• Kleen Energy
These Were All Caught Off Guard
•Fukushima•GM•Costa Concordia
•LIPA
•Kleen Energy•Hartford Distributors
•BP
B4 These Disasters
•“Of Course We Plan for That!”•“Our CEO Is a Pro at This Stuff!”
•“We Have a Whole DeptDedicated to This!”
B4 These Disasters
•“Of Course We Plan for That!”•“Our CEO Is a Pro at This Stuff!”
•“We Have a Whole DeptDedicated to This!”
6 Stages of Denial4. If it does happen, it won’t be so bad
5.If it is that bad, my insurance company will pay for it
6 Stages of Denial
4. If it does happen, it won’t be so bad5. If it is that bad, my insurance company will pay for it
6.OMG, why didn’t we plan for this?
3 Laws of Communications
1.Communications Abhor a Vacuum
2.Vacuum: People invent assumptions & facts
3 Laws of Communications
1. Communications Abhor a Vacuum2. Vacuum: People invent assumptions & facts
3.You Will Be Seen as the Problem
Missing From PlansImportant Audiences Ignored
• Parent Co.• Employees• Union Leadership• Families• Neighbors
Missing From PlansImportant Audiences Ignored
• Parent Co.• Employees• Union Leadership• Families• Neighbors• Supply Chain In/Out
Missing From PlansImportant Audiences Ignored
• Parent Co.• Employees• Union Leadership• Families• Neighbors• Supply Chain In/Out
• Thought Leaders
Missing From PlansImportant Audiences Ignored
• Parent Co.• Employees• Union Leadership• Families• Neighbors• Supply Chain In/Out
• Thought Leaders• St/Local Gov’t
Missing From PlansImportant Audiences Ignored
• Parent Co.• Employees• Union Leadership• Families• Neighbors• Supply Chain In/Out
• Thought Leaders• St/Local Gov’t• Regulators
Missing From PlansImportant Audiences Ignored
• Parent Co.• Employees• Union Leadership• Families• Neighbors• Supply Chain In/Out
• Thought Leaders• St/Local Gov’t• Regulators• Customers
Missing From PlansImportant Audiences Ignored
• Parent Co.• Employees• Union Leadership• Families• Neighbors• Supply Chain In/Out
• Thought Leaders• St/Local Gov’t• Regulators• Customers• Competitors
Missing From Plans
•EOC•Cable TV•Dark Sites•Accessible ENS
•S.M. Monitoring•Sat Phone•Media Venue• Incoming Inquiries
Missing From Plans
•Real CCT•Top People•Deep Chain of Command
•Expert Communicators
•Slim/No Training
Missing From Plans
•Real CCT•Top People•Deep Chain of Command
•Expert Communicators
•Slim/No Training
•Never: Exercise
Missing From Plans
•FAQs•Core Msgs•B Roll•Templates•Checklists
•Key Media Contacts
•Thought Leader Contacts
Missing From Plans
•FAQs•Core Msgs•B Roll•Templates•Checklists
•Key Media Contacts
•Thought Leader Contacts
•All Other Key
LIPA• Super Storm Sandy• Huge, But Cat 1• Mgmt Never Got on Top of the PR• Then They Lied• Investigations: AG+IG: Good As Could Be
Expected
LIPA• Super Storm Sandy• Huge, But Cat 1• Mgmt Never Got on Top of the PR• Then They Lied• Investigations: AG+IG: Good As Could Be
Expected• Entire Exec Committee Fired
LIPA• Super Storm Sandy• Huge, But Cat 1• Mgmt Never Got on Top of the PR• Then They Lied• Investigations: AG+IG: Good As Could Be
Expected• Entire Exec Committee Fired• LIPA Dissolved + Replaced
Sandy Hook Elementary
• Everyone Trained• Clear Roles• Clear Lines of Communications• Clear Who Was NOT to Speak
Sandy Hook Elementary
• Everyone Trained• Clear Roles• Clear Lines of Communications• Clear Who Was NOT to Speak• Media Corralled
Sandy Hook Elementary
• Everyone Trained• Clear Roles• Clear Lines of Communications• Clear Who Was NOT to Speak• Media Corralled• Smart: Hrs, Days, Wks, Months, Years
Your Most Important Asset?
•People?•Product/
Service?•Customers?
•Property?•Intel Prop?•Data?•Profits
Your Most Important Asset?
•People?•Product/
Service?•Customers?
•Property?•Intel Prop?•Data?•Profits
Examples
• Tylenol• Costa Concordia• LIPA• Sandy Hook
Elementary• Fukushima Daiichi
• GM• BP• Hartford
Distributors• Kleen Energy
B4 These Disasters
•“Of Course We Plan for That!”•“Our CEO Is a Pro at This Stuff!”
•“We Have a Whole DeptDedicated to This!”
6 Stages of Denial
4. If it does happen, it won’t be so bad5. If it is that bad, my insurance company will pay for it
6.OMG, why didn’t we plan for this?
3 Laws of Communications1.Communications Abhor a
Vacuum2.Vacuum: People invent
assumptions & facts3.You Will Be Seen as the
Problem
Missing From PlansImportant Audiences Ignored
• Parent Co.• Employees• Union Leadership• Families• Neighbors• Supply Chain In/Out
• Thought Leaders• St/Local Gov’t• Regulators• Customers• Competitors
Missing From Plans
•EOC•Cable TV•Dark Sites•Accessible ENS
•S.M. Monitoring•Sat Phone•Media Venue• Incoming Inquiries
Missing From Plans
•Real CCT•Top People•Deep Chain of Command
•Expert Communicators
•Slim/No Training
•Never: Exercise
Missing From Plans
•FAQs•Core Msgs•B Roll•Templates•Checklists
•Key Media Contacts
•Thought Leader Contacts
•All Other Key
Sandy Hook Elementary
• Everyone Trained• Clear Roles• Clear Lines of Communications• Clear Who Was NOT to Speak• Media Corralled• Smart: Hrs, Days, Wks, Months, Years