crisis management and crisis communication

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 Responsealaa.aalansari@gmail.com