10 february, 2004
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Crisis communications: Lessons from „the learning curve” How Could We Have Done It Better? Communication of an Incident by Á gota Hanti Deputy Spokesperson of Paks NPP, Hungary. 10 February, 2004. Antecedents. On 10 April, 2003 - PowerPoint PPT PresentationTRANSCRIPT
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Crisis communications: Lessons from „the learning curve”
How Could We Have Done It Better?
Communication of an Incident
by Ágota HantiDeputy Spokesperson of Paks NPP, Hungary
10 February, 2004
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Antecedents
On 10 April, 2003
Serious incident in a cleaning pool in a pit in
the reactor hall of Unit 2 at Paks Nuclear
Power Plant.
The incident resulted in a hardly detectable,
low discharge, but without exceeding the
limit value.
And it resulted many other
things…
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The series of events The communication of
events
Communication of an incident
10/04/2003:
•around 10 pm: radioactive gas
discharge from the cleaning
system.
•The works were stopped.
•Classed 2 on INES scale
(approved by HAEA).
11/04/2003:
• around 10 am: Countrywide
press release on the incident
(brief facts).
•Collective SMS to the regional
mayors (72)
•14.30: Another press release
on the classification on INES
scale.
The incident is hot news.
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The series of events The communication of
events16/04/2003:
•Removal of the cover of the
tank, new infromations on the
fuel assemblies (30 pieces,
suffered severe damage).
•The incident reclassified into
class 3 due to the latest facts.
•Global 2000: background
radiation measurements
17/04/2003:
• Press release on the
reclassifying.
•Intensive media reaction,
continuous asking for
interviews.
18/04/2003:
•Greenpeace demand accurate
data in the media.
Communication of an incident
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The series of events The communication of
events22/04/2003:
•Press conference in the
reactor hall in the precence of
journalists.
23/04/2003:
•Attack of the government for
the inadequate communication.
19/04/2003:
•The economic loss of the
company is approx. €200 000
per day.
23/04/2003:
•The emergency plan of the
national electric grid control
organistation to sustain the
safe energy supply.
Communication of an incident
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Press conference in the reactor
hall
Communication of an incident
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Press
conference
Communication of an incident
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The series of events The communication of
events01/05/2003:
•Greenpeace and Austrian
social democrats want
international investigation.
30/04/2003:
•The chief director of Paks and
the director general of the
HAEA in front of the
Environmental Committee of
the Parliament.
01/05/2003:
•Visit of the minister of
economics at the plant.
Communication of an incident
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The ministers of economics and environment with the chief director
Communication of an incident
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The series of events The communication of
events06/05/2003:
•Appearance of the event in a
daily paper (the plant did not
informed anybody before the
first article).
07/05/2003:
•The prime minister request
urgent information.
•The higher radioactivity
ascribed to the fault of the
measurement.
03/05/2003:
•Gas production in the
damaged tank due to breach of
rules.
07/05/2003:
•Higher radioctivity in the
background at one of the
detectors.
Communication of an incident
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The series of events The communication of
events10/05/2003:
•A full page paid informative
material published in the top
papers (incident in details).
11/05/2003:
•The company’s own report.
12/05/2003:
•Daily press conference (two
locations)
09/05/2003:
•Ministerial officer for more
effective co-operation.
Communication of an incident
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The commission of the ministerial
officer
Communication of an incident
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The series of events The communication of
events19/05/2003:
•An article in an austrian
tabloid about illegal operating.
•It came in light that the higher
radioactivity was not the fault
of the instrument (isotope
test).
13/05/2003:
•Greenpeace demonstration
against licence renewal.
14/05/2003:
•The Environmental Committee
of the Parliament in Paks.
19/05/2003:
•Higher radioctivity in the
background at one of the
detectors again.
Communication of an incident
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The series of events The communication of
events28/05/2003:
•SMS rumour about the
explosion of a unit.
30/05/2003:
•Report of the HAEA, the
responsibility of the plant.
06/06/2003:
•First press release of the
owners.
21/05/2003:
•Personal changes, Recovery
Project.
22/05/2003:
•Request of the IAEA for
independent investigation.
Communication of an incident
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The series of events The communication of
events10/06/2003:
•Public opinion pool, the
acceptance is the same, some
trust lost in the safe of the
plant.
12/06/2003:
•Greenpeace activists, need of
the police because of the
damages.
14/06/2003:
•The steps of the recovery
sketched for the press.
14/06/2003:
•First underwater videos, all
the fuel assemblies damaged.
19/06/2003:
•The IAEA starts its
investigation.
Communication of an incident
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Public opinion poolPublic opinion poolDo you agree that there is a nuclear power plant
operating in Hungary?
6865
68 6763
7368
73
23
3025
2831
24 23 24
393
6579
5
0
10
20
30
40
50
60
70
80
90
100
1991.szept. -1995 (N=6944)
1996. márc.(N=1010)
1997. dec.(N=1382)
1998. nov.(N=1039)
1999. nov.(N=998)
2001. febr.(N=1051)
2002. május(N=1036)
2003. június(N=1017)
%
YesNo
No answer
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The severity of the safety regulation at Paks NPP
4749
44 45 4543
242522
28 29 29 28 29
14 1517 16 15
1922
4 4 3 3 4 3
13
1 0 1 1 1 03
10 10 9 7 7 69
0
20
40
60
80
100
1990-1996(N=9953)
1997. dec.(N=1382)
1998. nov.(N=1039)
1999. nov.(N=998)
2001. febr.(N=1051)
2002. márc.(N=1008)
2003. június(N=1017)
%
very hardpretty hardadequatenot very hardnot hard at alldoes not know
Public opinion poolPublic opinion pool
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The series of events The communication of
events25/06/2003:
•Report of the IAEA, the
responsibility of the company
and the authority also.
26/11/2003:
•Final, 50th press conference
(CAD model).
01/07/2003:
•Two offers for the recovery
work, the russian fuel assembly
manufacturer win.
11/09/2003:
•Parlamentary investigation
committee (adequcy of
communication also).
Two months later: no
agreement on the report.
Communication of an incident
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Parlamentary investigation
committee
Communication of an incident
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Final, 50th press
conference
Communication of an incident
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SummationThe series of events The communication of
events
•Re-classification
•Gas production in the
tank
•Higher radioactivity at a
detector
•Keeping all the regulations
•SMS to the mayors
•Daily press conference (50
total)
•Each material on the Internet•Follow up communication
•Deffensive
•Not accurate, definite, proactive
enough
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How Could We Have Done It Better?