crisis communications webinar · communications team / external support it response team travel...
TRANSCRIPT
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Crisis Communications WebinarTuesday 30th July, 2019Tim Archer and Simon Petie
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Managing a Crisis
Incident and Crisis
Management
Business Continuity
Emergency
Management
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Crisis Ready Looks Like:
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Consequence
Lik
elih
oo
d
World Economic Forum – 2019 Global Risks Report
Cyb
er
Att
acks
5
Da
ta F
rau
d o
r T
he
ft
4
Na
tura
l Dis
aste
rs
3
Clim
ate
Ch
an
ge
2
Extr
em
e W
eath
er
1
Global Threats - 2019
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Travel Industry Crisis Challenges – What we have learnt
Travel Operators require depth in capability
Geographically dispersed teams
You will not always be able to ‘Own the problem’
Liaison with government / foreign organisations
Specific location challenges
Language
Culture
Distance
Time zone
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A Crisis Ready Framework looks like:
Tour Operator
Resilience Policy and Framework
Tour Operator
Crisis Management Plan
Incident Response Plans / Standard
Operating Procedures
Communications Response Plan
IT DRP
Travel Organisation – Crisis
Management Team
Tour Leaders / “On-the-ground”
ResponseLocal Emergency Services
- Police
- Fire
- Ambulance
- Medical Facilities
DFAT (Post)
Government Liaison
- DFAT (Australia)
Communications Team / External
Support
IT Response Team
Travel Organisation – Executive
Leadership and Board
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Implementing and Building Resilience
Culture Training
Validation Maintain
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Key success factors: pre-incident
Tools and
processes
Training
and exercisingRoles and
responsibilities
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Key success factors: during an incident
Communication DelegationInformation
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Common reasons crisis
communicationsfails
Communications
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Crisis Communication Plan
poor quality
doesn’t exist
Knowledge locked inside heads
Communication team not trained or exercised
1. Lack of preparation
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2. Pressure
Major spike in:
a) physical workload
b) expectation
c) pressure
Events overtake ability to respond
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Reasons communications can fail in a crisis
Lack of preparation + pressure =
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3. Lack of communication strategy
Trenches v Helicopter
Tactical v Strategic
Micro v Macro
Reactive v Proactive
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4. Speed (or lack of)
Too slow
Too fast
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5. Key stakeholders get forgotten
Communication response often limited to:
a) Media
b) Social Media
c) Customers
d) Shareholders
e) Staff
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5. Key stakeholders get forgotten
Forgotten stakeholders often include:
a) Regulators
b) Sponsors
c) Partners
d) Influencers (champions & detractors)
e) Emergency services
f) Ministers
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Strategy before tactics
Assess Stabilise Remedy
5 questions to help
determine the right
communications
strategy
Holding statement
Key messages
FAQs
Media release
Hub & Spoke
tactics
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Strategy before tactics
Assess Stabilise Remedy
5 questions to help
determine the right
communications
strategy
Holding statement
Key messages
FAQs
Media release
Hub & Spoke
tactics
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Strategy before tactics
Assess Stabilise Remedy
5 questions to help
determine the right
communications
strategy
Holding statement
Key messages
FAQs
Media release
Tactics
(hub & spoke)
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Strategy before tactics
5 key questions to determine communication strategy
1. Do we own it?
2. Who are our most critically impacted stakeholders?
3. What are the story ingredients?
4. Who is our spokesperson?
5. What are the strategic objectives?
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The perfect spokesperson
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The perfect spokesperson
FATT
Factual
Accurate
Transparent
Truthful
CC’s
Calm
In Control
Consistent
Confident
EMPATHETIC
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Stakeholder mapping
Board
Employees
Key partners
Customers
Suppliers
Investors
Neighbours
Unions
Government
Regulators
Industry groups
Consumer groups
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Crisis Communications Team
Communication roles in a crisis
Head of Communications (sits on CMT)
Media / PR
Internal communication
Social media
Website / digital
Stakeholder relations
Marketing
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Or………
Communications team = 1 person
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Put your communications people in
your inner circle of trust and information
Finally
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Questions
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