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Crisis communications: Lessons from „the learning curve” How Could We Have Done It Better? Communication of an Incident by Á gota Hanti Deputy Spokesperson of Paks NPP, Hungary. 10 February, 2004. Antecedents. On 10 April, 2003 - PowerPoint PPT Presentation
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1
Crisis communications: Lessons from „the learning curve”
How Could We Have Done It Better?
Communication of an Incident
by Ágota HantiDeputy Spokesperson of Paks NPP, Hungary
10 February, 2004
2
Antecedents
On 10 April, 2003
Serious incident in a cleaning pool in a pit in
the reactor hall of Unit 2 at Paks Nuclear
Power Plant.
The incident resulted in a hardly detectable,
low discharge, but without exceeding the
limit value.
And it resulted many other
things…
3
The series of events The communication of
events
Communication of an incident
10/04/2003:
•around 10 pm: radioactive gas
discharge from the cleaning
system.
•The works were stopped.
•Classed 2 on INES scale
(approved by HAEA).
11/04/2003:
• around 10 am: Countrywide
press release on the incident
(brief facts).
•Collective SMS to the regional
mayors (72)
•14.30: Another press release
on the classification on INES
scale.
The incident is hot news.
4
The series of events The communication of
events16/04/2003:
•Removal of the cover of the
tank, new infromations on the
fuel assemblies (30 pieces,
suffered severe damage).
•The incident reclassified into
class 3 due to the latest facts.
•Global 2000: background
radiation measurements
17/04/2003:
• Press release on the
reclassifying.
•Intensive media reaction,
continuous asking for
interviews.
18/04/2003:
•Greenpeace demand accurate
data in the media.
Communication of an incident
5
The series of events The communication of
events22/04/2003:
•Press conference in the
reactor hall in the precence of
journalists.
23/04/2003:
•Attack of the government for
the inadequate communication.
19/04/2003:
•The economic loss of the
company is approx. €200 000
per day.
23/04/2003:
•The emergency plan of the
national electric grid control
organistation to sustain the
safe energy supply.
Communication of an incident
6
Press conference in the reactor
hall
Communication of an incident
7
Press
conference
Communication of an incident
8
The series of events The communication of
events01/05/2003:
•Greenpeace and Austrian
social democrats want
international investigation.
30/04/2003:
•The chief director of Paks and
the director general of the
HAEA in front of the
Environmental Committee of
the Parliament.
01/05/2003:
•Visit of the minister of
economics at the plant.
Communication of an incident
9
The ministers of economics and environment with the chief director
Communication of an incident
10
The series of events The communication of
events06/05/2003:
•Appearance of the event in a
daily paper (the plant did not
informed anybody before the
first article).
07/05/2003:
•The prime minister request
urgent information.
•The higher radioactivity
ascribed to the fault of the
measurement.
03/05/2003:
•Gas production in the
damaged tank due to breach of
rules.
07/05/2003:
•Higher radioctivity in the
background at one of the
detectors.
Communication of an incident
11
The series of events The communication of
events10/05/2003:
•A full page paid informative
material published in the top
papers (incident in details).
11/05/2003:
•The company’s own report.
12/05/2003:
•Daily press conference (two
locations)
09/05/2003:
•Ministerial officer for more
effective co-operation.
Communication of an incident
12
The commission of the ministerial
officer
Communication of an incident
13
The series of events The communication of
events19/05/2003:
•An article in an austrian
tabloid about illegal operating.
•It came in light that the higher
radioactivity was not the fault
of the instrument (isotope
test).
13/05/2003:
•Greenpeace demonstration
against licence renewal.
14/05/2003:
•The Environmental Committee
of the Parliament in Paks.
19/05/2003:
•Higher radioctivity in the
background at one of the
detectors again.
Communication of an incident
14
The series of events The communication of
events28/05/2003:
•SMS rumour about the
explosion of a unit.
30/05/2003:
•Report of the HAEA, the
responsibility of the plant.
06/06/2003:
•First press release of the
owners.
21/05/2003:
•Personal changes, Recovery
Project.
22/05/2003:
•Request of the IAEA for
independent investigation.
Communication of an incident
15
The series of events The communication of
events10/06/2003:
•Public opinion pool, the
acceptance is the same, some
trust lost in the safe of the
plant.
12/06/2003:
•Greenpeace activists, need of
the police because of the
damages.
14/06/2003:
•The steps of the recovery
sketched for the press.
14/06/2003:
•First underwater videos, all
the fuel assemblies damaged.
19/06/2003:
•The IAEA starts its
investigation.
Communication of an incident
16
Public opinion poolPublic opinion poolDo you agree that there is a nuclear power plant
operating in Hungary?
6865
68 6763
7368
73
23
3025
2831
24 23 24
393
6579
5
0
10
20
30
40
50
60
70
80
90
100
1991.szept. -1995 (N=6944)
1996. márc.(N=1010)
1997. dec.(N=1382)
1998. nov.(N=1039)
1999. nov.(N=998)
2001. febr.(N=1051)
2002. május(N=1036)
2003. június(N=1017)
%
YesNo
No answer
17
The severity of the safety regulation at Paks NPP
4749
44 45 4543
242522
28 29 29 28 29
14 1517 16 15
1922
4 4 3 3 4 3
13
1 0 1 1 1 03
10 10 9 7 7 69
0
20
40
60
80
100
1990-1996(N=9953)
1997. dec.(N=1382)
1998. nov.(N=1039)
1999. nov.(N=998)
2001. febr.(N=1051)
2002. márc.(N=1008)
2003. június(N=1017)
%
very hardpretty hardadequatenot very hardnot hard at alldoes not know
Public opinion poolPublic opinion pool
18
The series of events The communication of
events25/06/2003:
•Report of the IAEA, the
responsibility of the company
and the authority also.
26/11/2003:
•Final, 50th press conference
(CAD model).
01/07/2003:
•Two offers for the recovery
work, the russian fuel assembly
manufacturer win.
11/09/2003:
•Parlamentary investigation
committee (adequcy of
communication also).
Two months later: no
agreement on the report.
Communication of an incident
19
Parlamentary investigation
committee
Communication of an incident
20
Final, 50th press
conference
Communication of an incident
21
SummationThe series of events The communication of
events
•Re-classification
•Gas production in the
tank
•Higher radioactivity at a
detector
•Keeping all the regulations
•SMS to the mayors
•Daily press conference (50
total)
•Each material on the Internet•Follow up communication
•Deffensive
•Not accurate, definite, proactive
enough
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How Could We Have Done It Better?
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