coronavirus crisis communications - cambridge network · •mobile mini studio –phone, tripod and...
TRANSCRIPT
From Crisisto Catastrophe
A… Anticipation
CoronavirusChaosCatalogue
Holding Statements
• Empathy• Our thoughts are with Simon
and his family and friends…
• Action (taking responsibility)• There is a comprehensive list of Creative Warehouse
clients and projects, a plan in place for continuity of service, and we, his 10 associates will step in to cover.
• Realism (honesty and transparency)• There are 57 projects, of all stages of urgency and
maturity, so it will take several days to talk to all our clients individually regarding their specific needs.
Who are you talking to?
How are you talking to them?
Crisis Comms Team
• Who and how many?CEO/deputy, spokespeople, comms staff, external help?
• What roles?
Internal comms, media, social media, stakeholders
• How often to meet?Daily? Twice a day? Every other day? Weekly?
• SpokespeopleTraining, seniority, experience, ability
Infrastructure• Contact databases
All staff
Communications team
Customers, partners, stakeholders, media
Whatsapp groups
• Coronavirus webpage
• Mobile mini studio – phone, tripod and microphone
• Emergency base/facilities (laptops, phones, wi-fi)
B… Boom!
It takes 20 years to build a reputation… and five minutes to ruin it.
Warren Buffett
Case Study
Tesco v
BP
The Lessons
• Recognise the gravity and react immediately
• Take ownership
• Take action – deal with the problem, and show that
• Be honest, open and transparent
• Show empathy, be sensitive and sincere
• Regular reviews/updates
The Message House
The Message House
• Business continues as normal, despite Simon’s illness.
• Co-director, John Cary, former Deputy Editor of BBC Radio 4’s flagship Today programme, will run Creative Warehouse for now.
• Other 10 staff, from Google, Guardian, Times, Independent are well.
• Work on projects including websites, media training, public relations, social media and design work continues, by video calls/meetings.
• All customers - including 10 Downing St, Cambridge University, Home Office, private companies - contacted and happy with arrangements.
• Design and editorial project for University almost complete, on track.
• Normal response time (1 hour max) remains to inquiries for support.
C… Cleaning Up
The Online Memory
Window of Opportunity
Summing Up
• A… Anticipation
Holding statements, audiences, crisis communications team, infrastructure
• B… Boom
Recognise and react, own and act, honesty, openness, empathy, sincerity, key messages
• C… Cleaning Up
Online memory, the window of opportunity
Hope for the best, but…
…prepare for the worst
