Communicating During a Crisis. Tools and templates for effective communications during a crisis situation

Transcription

1 Communicating During a Crisis Tools and templates for effective communications during a crisis situation

2 Table of Contents Contact List.. 2 Checklist Key Messages Tool Templates Incident Fact Gathering Tool... 5 Message Form... 6 Media Holding Statement.. 7 Media Inquiry Log 8 Other Helpful Resources... 9 Communicating During a Crisis 1

3 Contact List Creating a list of key contacts your organization regularly communicates with is a good practice for both a potential crisis situation and for everyday use. Update the list on a regular basis and refer back to it when communicating important information on behalf of your organization. Name Organization Title Phone MEMBERS STAFF VOLUNTEERS GOVERNMENT MEDIA FIRST RESPONDERS Communicating During a Crisis 2

4 Checklist Use the below step-by-step checklist to guide you through communicating with your stakeholders during a crisis situation. See the Tool Templates section of this resource for templates of the tools mentioned in this checklist. Action Complete Gather initial incident facts. Action(s) Notify / activate the rest of the crisis communications team and / or community members as required. Assess need for additional communications assistance, and solicit support as necessary. Determine if someone needs to be deployed to the scene of the incident to deal with anticipated on-site media or to meet the needs of affected stakeholders. Monitor online and traditional media to identify issues, potential misinformation or opportunities to support the communications efforts. Produce an initial holding statement and a community memo (if required). Determine media strategy (proactive or reactive). If proactive, identify media outlets to reach out to and deliver media interviews. If reactive, respond to media inquiries as required. Track media requests/interviews. Monitor coverage. Determine social media strategy (proactive or reactive). If proactive, push messages via social media channels and respond to inquiries. If reactive, only respond to those who directly engage with the organization. Use incident-specific hashtags (if they exist). Monitoring social media activity and if there is an increase, reevaluate strategy. Identify spokespeople. Prepare them for media interviews (if required). Continue to communicate with identified stakeholders (members, municipal government officials, media, staff, etc.) Tool(s) Incident Fact Gathering Tool Contact Lists Contact Lists N/A Login Information Media Holding Statement Community Memo Template Contact Lists Media Log Dealing with the Media Guide Social Media Guide Login Information Spokespeople N/A Communicating During a Crisis 3

5 Key Messages Identifying key messages for your organization is an important step in effective communications with your stakeholders both during a crisis situation and on an everyday basis. Key messages provide your organization with a strong backbone for communications as they speak for your organization s identity, values, and overall mission. Key messages are important when addressing stakeholders or responding to media requests as they always bring your communications back to who you are and what you value as an organization serving the larger community. When communicating during a crisis there are two kinds of key messages to prepare and use: Foundational Key Messages Foundational Key Messages are those that speak to your organization as a whole. - Mission/Vision/Values - Community Overview Incident Specific Key Messages Incident Specific Key Messages are those that speak to the issue/crisis situation that has occurred in your community. - Key risks and/or potential crises - Incident facts - Proof points - Questions and answers Communicating During a Crisis 4

6 Tool Templates The below templates will help you stay organized during a crisis situation. Consider printing off these templates and putting them in a folder or binder so that they are kept together and easy accessible when needed. Also consider compiling all the templates into one document and housing it on a shared server or online sharing folder so your organization can easily access it online if you cannot make it to your facility. Incident Fact Gathering Tool The below tool is an effective way for your organization to comprehensively gather and track all necessary information surrounding a crisis situation. Once filled out, ensure all Board members/staff are sent a copy so that all key personnel are aware of the facts Date/Time: Location: What Happened? Injuries? YES / NO Describe: Potential Damage to Environment? YES / NO Describe: Personnel and Assets Involved: Status of Emergency Response: Actions Taken: Actions Planned: Resources Mobilized: Authorities Notified: Impact to Operations: Mitigation Required for Return of Normal Operations: Status of Media Inquiries (calls, onsite presence, etc.): Communicating During a Crisis 5

7 Message Form For community associations with a facility, the below Message Form template would be useful for your Administrators when they receive calls for various Board members from the media, City Council, renters, etc. TO : URGENT? YES NO FROM: FOLLOW UP REQUIRED? YES NO TIME /DATE: CIRCLE ONE: TIME DELIVERED MEDIA REQUEST INTERNAL PUBLIC INFORMATION REQUEST OTHER Name of caller Contact information of caller Details of request: Follow up complete? By When Communicating During a Crisis 6

8 Media Holding Statement A media holding statement is an excellent tool for an organization to prepare when experiencing a crisis situation. It compiles all the critical information and facts about the crisis and allows the organization to communicate in a clear and concise manner Day, Month, Year, Calgary, AB At (insert time of incident) on (insert date of incident) (insert Community Association name) experienced a (insert brief description of the incident). At this time all that is known is (insert the following ONLY IF IT IS CONFIRMED AS FACT). Outline actions taken to date. Appropriate critical information: How many people were injured / taken to the hospital? What equipment was damaged? Who was called for help? (i.e. first responders) The current state of the situation (i.e. the fire has been contained ) The cause of the (INCIDENT) is not yet known. (Insert Community Association name) will release additional information will be released as it becomes available. Any questions regarding this incident can be directed to (insert spokesperson contact information) or to the (insert Community Association name) website at (insert website). Communicating During a Crisis 7

9 Media Inquiry Log The below form is an extremely useful tool for logging the media requests your organization receives. Not only does it track the various requests but it also provides your organization with a comprehensive list of media representative contact information. Time Media Outlet Reporter/Contact Name Reporter s contact info Details of request (including deadline) STATUS OF REQUEST (Request met? Still waiting?) Communicating During a Crisis 8

10 Other Helpful Resources Media Guide (For Dealing with the Media) This resource contains comprehensive information on the various types of media, what to communicate with the media about, how to write a press release, conducting a media interview, and more! Social Media 101 Guide This resource introduces you to what social media is, the variety of social media channels, what information to share, how to manage your channels, and more! Access the online version of our Media Guide and Social Media Guide by logging into the Members Only resource library on our website at calgarycommunities.com and selecting Section 4 Communications. Communicating During a Crisis 9