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Developing an Issues Developing an Issues Management PlanManagement Plan

Poor Crisis ManagementPoor Crisis Management

NEW YORK (AP) -- Lingering images of passengers stranded at sea for days as toilets back up and air conditioners fail have been enough to keep vacationers away from Carnival Cruise Lines, even as the company continues to discount sailings. The cruise industry has mostly rebounded from the economic downturn but Carnival Corp.'s namesake brand can't seem to shake a spate of bad publicity from earlier this year when three ships suffered mechanical problems and fires.

What is an Issues Management What is an Issues Management Plan?Plan?

Contains a clear media relations policy establishing who is responsible for dealing with the news media

Creates a policy for employees who are contacted by the media but are not authorized spokespersons


Anticipates the most likely problem areas for the organization

Lists contingencies for dealing with these types of issues

Important ComponentsImportant Components

Up to date Honest analysis Can be implemented quickly Is practice Takes legal issues into account Does not overburden management


Includes a legal component Recognizes and has provisions for times

when the organization’s offices are closed or key executives are not immediately available

Takes into account public perception of the organization’s actions

Identifies outside support staff such as media relations experts


Is flexible enough to allow for unexpected issues

Has been tested, updated and rehearsed

Table of ContentsTable of Contents Introduction .............................................................................................................................................

..... 3 Death of a Corporate

Executive* .................................................................................................................. 7 Kidnapping of a Corporate

Executive* ......................................................................................................... 8 Regulatory Action – Federal, State &

Local* ................................................................................................ 9 Rumor* ....................................................................................................................................................

... 10 Data Security

Breach*................................................................................................................................. 11 Death of an

Employee................................................................................................................................. 12 Product

Recall ............................................................................................................................................. 13 Health Related

Issues.................................................................................................................................. 14 Consumer Complaint Alleging Personal Injury or Dangerous

Product ....................................................... 15

Definition of a Priority IssueDefinition of a Priority Issue

The safety and well-being of our customers or employees

Our ability to conduct business Our company's image Our Stakeholders

Media PolicyMedia Policy

“I am not a spokesperson for ____________ and

cannot be quoted in your story. However, I can take your name, telephone number and the nature of your inquiry and see that it is referred to our corporate office for a response."

This should be your consistent response even if the reporter continues to press the issue. Remember: Anything you say to a reporter can be quoted. Never use terms such as “No Comment”.

Who Activates the Team?Who Activates the Team?

The issues management committee shall be called together by the team co-chairman or company CEO. In the event that they are unavailable, any member of the Issues Management Committee may initiate the team or decide which team members or ad hoc team members should be called together to address a specific issue.

Legal counsel is responsible for determining whether the situation is a “Material Issue” that requires notification of regulatory agencies, insurance carriers or the Board of Directors.

Robbery, hostage taking, workplace violenceRobbery, hostage taking, workplace violence

Draft Statement “At approximately ______we were notified that (the following

situation) has occurred at our location at ________. The issue is being managed by law enforcement agencies on the scene. At this time we are referring all questions to these agencies.”

Note: In this type of situation you will also want to provide internal

communication to your associates within the organization – especially if there have been injuries, is an ongoing hostage situation or a death has occurred.

Do not allow photography inside the building or allow reporters to

enter the building. Public safety officials will assist with this issue. Under the media relations policy, employees should not give media interviews.

Robbery, hostage taking, workplace Robbery, hostage taking, workplace violenceviolence

Notification The first employee aware of the incident should first notify the police. The employee should then

notify XX. Issues Management Committee Decides what type of aid the corporation will make available immediately to the victim’s family. Human Resources Notifies the employee’s family If the injury is serious, the family may be notified by public safety officials or the hospital where the

employee is being treated. If this notification has not taken place then a representative of the Human Resources Department may communicate with the family.

The Issues Management Team implements the communications plan and determines whether an

on‐scene company spokesperson is required due to continued media coverage. Issues Management Team will identify designated corporate spokesperson.

When You Don't Have All When You Don't Have All the Answersthe Answers

When You Don’t Have All the When You Don’t Have All the AnswersAnswers

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Initial Powell Video Initial Powell Video



Kunkle on PowellKunkle on Powell



State Fair Sky Ride State Fair Sky Ride AccidentAccident

Interview with State Fair Interview with State Fair DirectorDirector



Media Emergencies and You Media Emergencies and You The Right WayThe Right Way



AssignmentAssignment

Select a company Research and identify five likely crisis

situations for the organization Illustrate your choice with an example of

such a crisis from the news media Attach examples to a one page report

explaining why you think they are relevant

Who Are the Players?Who Are the Players?

News anchor – local News anchor - national Newscast Producer Executive producer - local Executive producer - national Segment producer News director

Who Are the Players?Who Are the Players?

Assignment editor Legal counsel Ombudsman Station Manager Station President/Vice President Reporter – local Reporter - national

Who Are the Players - PrintWho Are the Players - Print

Newspaper managing editor Newspaper publisher Newspaper editor

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