crisis communications: tips for the non-pio spokesperson lynne miller, public information officer...
TRANSCRIPT
Crisis communications: Tips for the non-PIO
spokesperson
Lynne Miller, Public Information Officer
King County Emergency Management
Agenda
oYour verbal message –content and delivery
oYour non-verbal message – image and confidence
Four P’s of Crisis Communications
• What could go wrong?
• Who’s in charge?• Basic protocols• Designated
spokespersonsPLAN PREPARE
PRACTICEPREVENT
Four P’s of Crisis Communications
• Get the facts• What can you
share?• Know your
audience• Contact the
media
PLAN PREPARE
PRACTICEPREVENT
9-11 World Trade Center Attack:
Where to Begin?
Questions to Answer
o WHAT happened and where?o WHEN did this happen?o WHO is involved?o HOW did it happen?o WHAT is currently being done?
Gather facts
Identify audience
Develop message
Share info
• Subject matter experts
• Analyze; verify
• Anticipate info needs
• Employees
• Stakeholders
• Public
• Media
• Key objective
• Talking points/ sound bites
• Express empathy
• Avoid acronyms
• Call to action
• Web
• Social media
• In person; on camera
Prepare to Speak
Four P’s of Crisis Communications
• Test your plan• Leverage
planned events• Regular Q & A • PIO courses
PLAN PREPARE
PRACTICEPREVENT
Four P’s of Crisis Communications
• Train all staff• Address
emerging issues• Stay informed• Solid reputation
PLAN PREPARE
PRACTICEPREVENT
From Message to Messenger
“Your actions speak so loud I cannot hear what you’re saying.”
- Ralph Waldo Emerson
Message Enhancers or Distractors?
o Visual aidso Non-verbal communications
Non-Verbal Communication