D_c_Knegtel_Louise_Effective_Crisis_Communication by mailforlen

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									            Effective Crisis Communication
            … - BCM Seminar
            LSEC


                                           11
                      Louise Knegtel MBCI, … December 2007




                Agenda




                      A lie gets halfway around the world before the
                      truth has a chance to get its pants on.
                      Winston Churchill




LSEC 11 December 2007 © BCM Academy                                    Page 2




                                                                                1
                Crisis Communication in the BCM Process




              Pre Crisis              Crisis    After Crisis


LSEC 11 December 2007 © BCM Academy                            Page 3




                Crisis Communication in the BCM Process




        Media relations

        Issue management

        Stakeholder management




              Pre Crisis              Crisis    After Crisis


LSEC 11 December 2007 © BCM Academy                            Page 4




                                                                        2
                Pre Crisis: Media Relations




LSEC 11 December 2007 © BCM Academy            Page 5




                Pre Crisis: Issue Management




LSEC 11 December 2007 © BCM Academy            Page 6




                                                        3
                Pre Crisis: Stakeholdermanagement




                                       much
                                                    e.g. Press,                e.g. Staff,
                                                    Supervisors                Customers

                                                Contact Details &           Contact Details &
                                      Power


                                                Channels of Communication   Channels of Communication


                                                    e.g. Public,               e.g. Suppliers.
                                                    Pressure Groups            Other branches
                                       little




                                                Contact Details &           Contact Details &
                                                Channels of Communication   Channels of Communication

                                                  low                                      high
                                                                       Stake


LSEC 11 December 2007 © BCM Academy                                                                     Page 7




                Crisis Communication in the BCM Process




Media relations                                    Operational Crisis Communication

Issue management                                   Strategic Crisis Communication

Stakeholder management                             Monitoring media




              Pre Crisis                                    Crisis                    After Crisis


LSEC 11 December 2007 © BCM Academy                                                                     Page 8




                                                                                                                 4
                Crisis: Stakeholdermanagement




                                       much
                                                Aim: Reassuring                   Aim: Managing

                                                e.g. Press, Supervisors           e.g. Staff,
                                                                                  Customers
                                      Power




                                                Aim: Monitoring                   Aim: Informing

                                                e.g. Public,                      e.g. Suppliers.
                                       little




                                                Pressure Groups                   Other branches


                                                low                                                 high
                                                                          Stake


LSEC 11 December 2007 © BCM Academy                                                                        Page 9




                Crisis: Operational Crisis Communication




LSEC 11 December 2007 © BCM Academy                                                                        Page 10




                                                                                                                     5
                Crisis handling requires Crisis Communication




                                          •     Language and cultural differences
                                          •     Disturbing background noises
                                          •     Disturbed absorbing capacity caused by emotion
                                          •     The lack of body language (85% of the effectiveness is lost)



LSEC 11 December 2007 © BCM Academy                                                                            Page 11




                Crisis: Internal Communication




                                      •       Communicate often, clear and to the point
                                      •       Communicate within formal and informal channels
                                      •       Listen to whatever goes around in the organization




LSEC 11 December 2007 © BCM Academy                                                                            Page 12




                                                                                                                         6
                Crisis: Technology




LSEC 11 December 2007 © BCM Academy                                       Page 13




                Crisis: A crisis Sells

                               •      Large scale incident,
                               •      Short time frame,
                               •      Clear, uncomplicated & unexpected
                               •      Negative
                               •      Rich/powerful country




                                      † 34.600 < 5 year/day



LSEC 11 December 2007 © BCM Academy                                       Page 14




                                                                                    7
                Crisis: Strategic Crisis Communication

       •      The power of the Media.. Self Referential Character
       •      First Labelling
       •      Crisis Brokers


       Preferred Strategy
       •      Stealing Thunder!
       •      Pity - Praise - Promises




LSEC 11 December 2007 © BCM Academy                                 Page 15




                Crisis: Spokesperson



        •      Makes the organization from ‘it’ to ‘ours’
        •      Creates trust and credibility
        •      Breaks through barriers with observers
        •      Generates support
        •      And as a result reduces the calamity impact




LSEC 11 December 2007 © BCM Academy                                 Page 16




                                                                              8
                Crisis: Monitoring


       •      Press Databases
       •      Online newssites
       •      RSS (Really Simple Syndication)




LSEC 11 December 2007 © BCM Academy             Page 17




                Case: The Crofty Bomb




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                                                          9
                Crisis Communication in the BCM Process




Media relations                       Operational Crisis Communication   After care

Issue management                      Strategic Crisis Communication     Sharing success

Stakeholder management                Media Monitoring                   Post Crisis Monitoring




                 Pre Crisis                     Crisis                   After Crisis


LSEC 11 December 2007 © BCM Academy                                                     Page 19




                After Crisis




LSEC 11 December 2007 © BCM Academy                                                     Page 20




                                                                                                  10
                Turning a crisis into a window of opportunity




LSEC 11 December 2007 © BCM Academy                         Page 21




                                                                      11

								
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