oklahoma department of emergency managment
DESCRIPTION
Oklahoma Department of Emergency Managment. Crisis Communications. We have a disaster. We have media. We have media. We have a disaster. Opportunities for Crises. Extreme Construction. Work Place Shooting. Why care about media relations?. Duty to keep public informed - PowerPoint PPT PresentationTRANSCRIPT
Oklahoma Department of Emergency Managment
Crisis Communications
We have a disaster
We have media
We have a disaster
We have media
4
Opportunities for Crises
Extreme Construction
Work Place Shooting
Why care about media relations?
Duty to keep public informed
Media offers a realistic way• mass distribution
• redundancy of message
• immediate access
• important partnerships
Crisis Communication
Public judges official response early in disaster
Reputations of organizations are established, lost during crises
Action, inaction is judged by all stakeholders
Official response sets tone for days, weeks to come
Crisis Communication
• Quick response protects organization’s reputation, trust and confidence of stakeholders
• Rumors, misinformation may surface if you do not respond quickly!
• Saying a little is better than saying nothing at all
Bottom Line for a Successful Information System
Getting the RIGHT information
To all of the RIGHT people
At exactly the RIGHT time
SO THEY CAN MAKE THE RIGHT DECISIONS
14
If not you … WHO is telling
your side of the story?
The Bubba Factor
He’s always happy to speak on your agency’s behalf
What media does in a crisis
• Finds out quickly – sometimes before you!
• Takes over your community• Instantly turns a local event
into a national, international event
Satellite City
Round the clock coverage means round the clock public information
If used effectively, media can...
• Disseminate warning messages
• Keep citizens updated
• Help an organization get the resources, supplies and volunteers they need
• Help ensure all government’s response/recovery actions are remembered
Before a Disaster
Before a Disaster – PLAN!
Public information plan• Identify a public information officer
• Training!
Social media plan• Who is authorized to use SM on
behalf of your organization?
Crisis communications plan• Who is the backup?
Why have a plan?
Outlines roles, responsibilities, and protocols to guide information sharing during an emergency or crisis
Creates consistency
You don’t want to be making these decisions WHEN a crisis occurs
Have a plan
• Establish media policy and crisis communications plan• Spokesperson
• Approval process
• Release of statements/news releases
• News conferences, briefings
• Crisis communication
• Share with staff
Before a Disaster
Work with partners on awareness and messaging efforts
Know Your News Mediums
Internet• 24 hour coverage
Radio • More news cycles, less detail
for each
• Sound bites average 10-15 seconds
Newspapers• More detailed
• Average 12-15 column inch story
• Many use video now
Television• Story with voice over
video 20-30 seconds / Packages average 60 to 90 seconds
• Always looking for good visuals
• May be 24-hour coverage
• your sound bite -- 10 seconds or less
We Have a Disaster
During a Disaster
The State Emergency Operations Center is Activated
Work with partner agencies
Media calls
Situation Updates
Social Media
Rumor Control
Crisis Communication
You cannot afford to wait until you know everything when word travels around the world at the speed of light, and the click of the send-key
Crisis Communication
If we wait, we lose the ability to determine the outcome
Crisis Communication
Failure to Launch Timely Message
Failure to Launch the Right Message
Getting Info to the Public
Situation Update Oklahoma Department of Emergency Management
FOR IMMEDIATE RELEASE: May 11, 2008 – 3:15 a.m. – Situation Update 2 FOR MORE INFORMATION: Michelann Ooten, Public Information Officer (405) 205-1879 cell
STATE CONTINUES TO RESPOND TO TORNADOES A strong storm system moved across Kansas Saturday, producing strong wind shear aloft. As this system approached, tropical moisture from the Gulf of Mexico moved into Oklahoma. This combined with daytime heating to produce a very unstable atmosphere. Storms rapidly developed this Saturday afternoon and became super cells. These storms went on to produce numerous tornadoes as they moved east at 35-45 mph. Injuries and Fatalities Seven (7) fatalities are confirmed in Picher. About 150 injuries reported in the Picher area. Damages Ottawa County Emergency Management reports homes, businesses and vehicles were destroyed in a 20-square-block area at the south end of Picher. In some cases, only a home’s concrete slab remains. The storm downed power lines, utility poles and trees. Saturday evening first responders went house to house digging through the rubble to free those who were trapped. At daylight today, the search for additional victims will continue. Damage also reported in Peoria and Quapaw. Pittsburg County Emergency Management reports homes were damaged in Haywood after a tornado hit in the community southwest of McAlester. A tornado was also reported near Crowder. Additionally, a tornado was reported near Clayton in Pushmataha County. Shelter The American Red Cross has opened a shelter at the First Christian Church in Miami. The Red Cross is also providing refreshments for rescue workers. State and Local Assistance
Oklahoma Highway Patrol (OHP) personnel continue to provide perimeter control and other assistance in Picher. Command One, the state’s mobile command unit is on site to assist response efforts.
Oklahoma Department of Emergency Management (OEM) personnel are on site assisting local response efforts.
The Oklahoma Department of Transportation reports highways 69 and 69A remain closed in and out of Picher.
After a Disaster
Phoners
Satellite City (or Cities)
On-site interviews
Briefings / News conferences
Events
Rumor control
Situation Updates continue
Your voice mail is full … again
Early Messaging
Goal: Provide timely, accurate information despite availability of only minimal details.
Initial media inquiries:• How many outages?
• How long before restoration?
• Access to area
• Damage numbers
• Roads closed
Release of Info
Stick to protocols for release of information• ME’s office attributes fatalities to
disaster, releases names
• OHP handles, releases information regarding investigations on wrecks, other incidents
• Power recovery time estimates?
Identify local guidance protocols (if they exist)
Briefings
News Conferences
Don’t forget your other publics
Internal staff
City council
State legislators
Governor’s office
Oklahoma’s Washington delegation
Have a plan for how to keep each audience updated
Media Access
Click icon to add picture
Click icon to add picture
Click icon to add picture
Leadership Message
Statement of Empathy
Actions underway
Emergency Declaration
How the public can help
Any special instructions
Lessons Learned
Lessons Learned, Reaffirmed
No room for spin -- only empathy and facts
Don’t lie to the media
Don’t show favoritism, except …
Beware of Monday morning quarterbacking
Keep local officials and lawmakers informed
Don’t forget internal publics49
Lessons Learned, Reaffirmed
Don’t sweat the small stuff
Don’t compare disasters
Local, State politics that existed prior to disaster, remain in place after the disaster hits
Are there really NO STUPID QUESTIONS?
Check your ego at the door
