communications audit: perfecting your plans, people & processes presented by: cindy lawson
DESCRIPTION
Compile & analyze feedback from constituent groups Compile & analyze media coverage Which outlets were fair or biased in their coverage of the issue?TRANSCRIPT
Communications Audit:
Perfecting Your Plans, People & Processes
Presented by:Cindy Lawson
Obtain Feedback
Compile & analyze feedback from constituent groups
Compile & analyze media coverage Which outlets were fair or biased in their
coverage of the issue?
What Went Right?
Case Study: The Bonfire Collapse
Message and Focus– VICTIMS & THEIR FAMILIES FIRST AND
FOREMOST– Privacy– Accommodations– Communications– Relief fund– Counseling
The Media and Logistics– Two fronts – the office and on-site– Single spokesperson– Media proximity– Media updates every hour on the half hour– The WEB!!!– Accommodating the media – a sense of calm and
control– Using the media effectively
Personnel-related issues– Massage therapist– Psychological counseling– Grieving
Other– Independent investigation – openness– Personally responding to each and every e-
mail, phone call, etc.
What Could Have Been Handled Better or More
Effectively?
No crisis communications plan (no sense of purpose) No dedicated line No “second string” No one monitoring e-mails (offers to help) No one monitoring the media
Spanish translators Website crashes And then there was the library
What Changes, If Any, Do We Need to Make to Our Issues Management
Process?
Survival kit Reliable telecommunications Dedicated internal “Hotline” number Log all media inquiries
Assign someone specifically to monitor media coverage (rumors and errors)
I.D. badges or armbands to get on site Feast to famine Offers of help you didn’t know were there
Counseling, an absolute necessity Don’t underestimate any disaster Take your mom’s advice Media badges/privileges
Alert IT to staff up Telecommunications backup is a must
Communicate the Results
With team members With the campus community With external constituents if appropriate
Image Restoration
Implement damage control Image campaign Web site updates Advertorial Letter to the editor Editorial board meetings Other
Finally, Don’t Forget There WILL Be…
Finger-pointing: Respond to intense media scrutiny about how the issue or event was handled.