Crisis and Communication“ Quantum Leap vs Chronic Unease “
Alaa al-AnsariConsultant, Risk/Crisis Management and Oil Spill Response
Crisis and CommunicationQuantum Leap vs Chronic Unease
Types of Crises1. Natural disaster (earthquakes, volcanic
eruptions, tornadoes and hurricanes, floods, landslides,tsunamis, storms, and droughts that threaten life, property, and the environment itself)
2. Technological crises (Chernobyl disaster, Exxon Valdez oil spill 1989, Deep Water 2010, Heartbleed security bug)
3. Confrontation (boycott of Nike)4. Malevolence (tampering, kidnapping, malicious rumors,
terrorism, and espionage)5. Organizational Misdeeds (Organization misconduct)6. Workplace Violence7. Rumours (False information)8. Terrorist attacks/man-made disasters
Crisis Life Cycle
Pre- Crisis
During Crisis
Post-Crisis
Communication in Crisis Management
• Pre-Crisis (planning stage)• During-Crisis (response and management stage)• Post-Crisis (recovery stage) – every crisis is an opportunity
Communication in Crisis Management - Communication Channel Inventory
• Detectors (F&G Systems – Fire Detection Systems – Financial sensors)• PAGA Systems (in oil and gas plants)• SCADA (in oil and gas plants)• IVMS (in vehicle monitoring systems)• Notification/Mass-Messaging Systems• Mobiles/Phone numbers• Walki-Talkies• Panic buttons• Push buttons• Emails• Mainstream Media Contacts (TV, Radio, News, etc.)• Online Channels (Twitter, Facebook, Instagram, Youtube, etc.)• Community outreach programs• Community education• Culture and beliefs understanding programs
Communication & Media Landscape
Quantum Leap Theory
Chronic Unease Theory
Quantum Leap vs Chronic Unease
Quantum Leap
Chronic Unease
At the time of peace stay at ease?? – plans are not enough
Apply all this to Communication in Crises
1. Anticipate Identify potential threats (Risk Assessments) Monitor areas of risk (listen to media,
community and employees) Manage issues (Minimize threats, address issues
and potential problems proactively)
2. Prepare Setup Plans and Teams (updated always) Assign responsibilities and train teams Exercise the Plans Resolve lessons learned and adopt solutions Define key information in advance
3. Respond React quickly and efficiently Utilize standard processes and
procedures
4. Recover Recovery Plans and Business
Continuity Crisis as Opportunity
“ Crisis as opportunity - see where the organization standing during and after the time of crisis, through positive reading for messages and communication with the relevant stakeholders “
Wei Chi crisis = danger + opportunity
Crisis Communication Team• Spokesperson• Media Relations Lead• Social Media Lead• Communications Counsel• Legal Counsel• Front Line Lead & Team Members• Operations Lead• Board Liaison• Employee Liaison• Funder Liaison• Volunteer Liaison• Liaison to National Organization/Parent
Crisis Communication Resources• Updated lists, contact information, and details:• Management Phone Trees• Media Lists• Employee Distribution Lists• Communications Consultant Contact Information• Legal Consultant Contact Information• Monitoring Services• Media Statement Template• News Release Template• Fact Sheets
– For likely issues• Fact Sheet Template
??But you are already here
Alaa al-AnsariConsultant & Coach , Risk/Crisis Management/Oil Spill [email protected]