nedrix crisis communications 1014 - s3.amazonaws.comfor... · planning tools 5. making it real....

NEDRIX 14

Crisis Communications

NEDRIX 14

Crisis CommunicationsAlways

Acknowledged, Never Planned +Trained

Housekeeping

•Emergency Exits•Copy of Presentation•Survey•Cell Devices

Bo Mitchell911 Consulting

President

Police Commissioner (Ret.)

Certified Emergency Manager

CEM, CPP, CBCP, CHCM, CHSP, CHS-V, CHEP CSHM, CFC, CIPS, CSSM, CSC, CAS, TFCT3, CERT, CMC

Expert Consultant

•Landmark Legal Cases•Expected Settlements:

$1 Billion Each•“Failure to Plan”•“Failure to Train”

Speaker

•NEDRIX (4X)•NFPA•SHRM•ASSE

Speaker

•NEDRIX (4X)•NFPA•SHRM•ASSE

•ACP•CPE•CPM•RIMS

911 Consulting Clients

GE HQSubway HQHyatt Corp HQ Swiss Army HQ

ExxonMobilGoodrichPratt & WhitneyMasterCard HQ

Speaker

•FEMA(4X)•IACLEA•NASRO•NAIS•NECUSA

911 Consulting Clients

•25 Secondary•Western CT Univ.•Central CT Univ.•John Jay College•Housatonic CC

33 Arch St, Boston

399 Boylston, Boston

Waldorf=AstoriaNY, NY

1 WTC 7 WTC

Fair Warning

Fair Warning!!!

I Will Be Candid

Why Should I Care

AboutCrisis

CommunicationsPlans?

What’s theMost Important

Asset atYour Org.?

Your Most Important Asset?

•People?•Product/

Service?•Customers?

•Property?•Intel Prop?•Data?•Profits


Your Brand’s

Reputation


How Do You Protect Your

Brand?

How Do You Protect Your Brand?

•Day-To-Day Promotion•Word of Mouth•Do What You Do Well


But…How Do You Protect Your Brand

From the Effects of a Traumatic Incident?


•Emergency•Crisis•Disaster

Examples

• Tylenol• Costa Concordia• LIPA• Sandy Hook

Elementary• Fukushima Daiichi

• GM• BP• Hartford

Distributors• Kleen Energy

Costa Concordia

Hartford Dist.

Kleen Energy

Recall

Fukushima Daiichi

Sandy Hook

These Were All Caught Off Guard

•Fukushima•GM•Costa Concordia

•LIPA

•Kleen Energy•Hartford Distributors

•BP

WHY?

•Too Small?

WHY?

•Too Small?•No Resources?

WHY?

•Too Small?•No Resources?•Unprecedented?

WHY?

•Large! •Plenty: Resources!•All Happened B4!

Black Swan

lack

wans

Do They Really Exist?

CEO Responsible Officer

Duck of Denial

WHY?

If We Had Interviewed them B4 the Disaster, They Would All have

Said…

Of course we have a plan for that!

I’m a pro at this!

No Com-ment

B4 These Disasters

•“Of Course We Plan for That!”

B4 These Disasters

•“Of Course We Plan for That!”•“Our CEO Is a Pro at This Stuff!”

B4 These Disasters


•“We Have a Whole DeptDedicated to This!”

What Would Be YourOrg’s Response If

Interviewed Today?

B4 These Disasters



The Reality?

•Org. Talks a Good Game

The Reality?

•Org. Talks a Good Game

•But Most Have Slim to None

Core Problem

Mitchell’s6 Phases of

Denial

6 Stages of Denial

1.It won’t happen to me

6 Stages of Denial1. It won’t happen to me

2.It won’t happen here

6 Stages of Denial1. It won’t happen to me2. It won’t happen here

3.It won’t happen now

6 Stages of Denial

4.If it does happen, it won’t be so bad

6 Stages of Denial4. If it does happen, it won’t be so bad

5.If it is that bad, my insurance company will pay for it

6 Stages of Denial

4. If it does happen, it won’t be so bad5. If it is that bad, my insurance company will pay for it

6.OMG, why didn’t we plan for this?

The Reality?

•Comp. Plan?•Robust Training?•Regular Exercise•Deep Chain of Command?

“Our Plan Is Easy and Foolproof…


We Say “No Comment.”

“Our Plan Is Easy and Foolproof…We Say “No Comment.”

So, No CEO Flubs…

“Our Plan Is Easy and Foolproof…We Say “No Comment.”

So, No CEO Flubs…No Problem!

Mitchell’s3 Laws of

CrisisCommunications

3 Laws of Communications

1.Communications Abhor a Vacuum


1.Communications Abhor a Vacuum

2.Vacuum: People invent assumptions & facts


1. Communications Abhor a Vacuum2. Vacuum: People invent assumptions & facts

3.You Will Be Seen as the Problem

Missing From Plans1. Audiences2. Structure3. Right People4. Planning Tools5. Making It Real

MissingFromPlans

Audiences

Missing From PlansImportant Audiences Ignored

• Parent Co.


• Parent Co.• Employees


• Parent Co.• Employees• Union Leadership


• Parent Co.• Employees• Union Leadership• Families


• Parent Co.• Employees• Union Leadership• Families• Neighbors


• Parent Co.• Employees• Union Leadership• Families• Neighbors• Supply Chain In/Out



• Thought Leaders



• Thought Leaders• St/Local Gov’t



• Thought Leaders• St/Local Gov’t• Regulators



• Thought Leaders• St/Local Gov’t• Regulators• Customers



• Thought Leaders• St/Local Gov’t• Regulators• Customers• Competitors

MissingFromPlans

Structure

Missing From Plans

•EOC

Missing From Plans

•EOC•Cable TV

Missing From Plans

•EOC•Cable TV•Dark Sites

Missing From Plans

•EOC•Cable TV•Dark Sites•Accessible ENS

Missing From Plans


•S.M. Monitoring

Missing From Plans


•S.M. Monitoring•Sat Phone

Missing From Plans


•S.M. Monitoring•Sat Phone•Media Venue

Missing From Plans


•S.M. Monitoring•Sat Phone•Media Venue• Incoming Inquiries

MissingFromPlans

Right People

Missing From Plans

•Real CCT

Missing From Plans

•Real CCT•Top People

Missing From Plans

•Real CCT•Top People•Deep Chain of Command

Missing From Plans


•Expert Communicators

Missing From Plans



•Slim/No Training

Missing From Plans



•Slim/No Training

•Never: Exercise

MissingFromPlans

Planning Tools

Missing From Plans

•FAQs

Missing From Plans

•FAQs•Core Msgs

Missing From Plans

•FAQs•Core Msgs•B Roll

Missing From Plans

•FAQs•Core Msgs•B Roll•Templates

Missing From Plans

•FAQs•Core Msgs•B Roll•Templates•Checklists

Missing From Plans


•Key Media Contacts

Missing From Plans



•Thought Leader Contacts

Missing From Plans




•All Other Key

MissingFromPlans

Making It Real

Missing From Plans

•Training

Missing From Plans

•Training•Exercise

Missing From Plans

•Training•Exercise•Sustainability: Hrs, Days, Wks, Months

LIPA• Super Storm Sandy

LIPA• Super Storm Sandy• Huge, But Cat 1

LIPA• Super Storm Sandy• Huge, But Cat 1• Mgmt Never Got on Top of the PR

LIPA• Super Storm Sandy• Huge, But Cat 1• Mgmt Never Got on Top of the PR• Then They Lied

LIPA• Super Storm Sandy• Huge, But Cat 1• Mgmt Never Got on Top of the PR• Then They Lied• Investigations: AG+IG: Good As Could Be

Expected


Expected• Entire Exec Committee Fired

LIPA Chair Resigns


Expected• Entire Exec Committee Fired• LIPA Dissolved + Replaced

Sandy Hook Elementary

• Everyone Trained


• Everyone Trained• Clear Roles


• Everyone Trained• Clear Roles• Clear Lines of Communications


• Everyone Trained• Clear Roles• Clear Lines of Communications• Clear Who Was NOT to Speak


• Everyone Trained• Clear Roles• Clear Lines of Communications• Clear Who Was NOT to Speak• Media Corralled


• Everyone Trained• Clear Roles• Clear Lines of Communications• Clear Who Was NOT to Speak• Media Corralled• Smart: Hrs, Days, Wks, Months, Years

NEDRIX 14



What’s theMost Important

Asset atYour Org.?


•People?•Product/

Service?•Customers?

•Property?•Intel Prop?•Data?•Profits


Your Brand’s

Reputation

Examples

• Tylenol• Costa Concordia• LIPA• Sandy Hook

Elementary• Fukushima Daiichi

• GM• BP• Hartford

Distributors• Kleen Energy

Costa Concordia

Hartford Dist.

Kleen Energy

Recall

Fukushima Daiichi

WHY?

•Large! •Plenty: Resources!•All Happened B4!

WHY?

If We Had Interviewed them B4 the Disaster, They Would All have

Said…

CEO Responsible Officer

Duck of Denial

No Com-ment

What Would Be YourOrg’s Response If

Interviewed Today?

B4 These Disasters



Core Problem

6 Stages of Denial

4. If it does happen, it won’t be so bad5. If it is that bad, my insurance company will pay for it

6.OMG, why didn’t we plan for this?


We Say “No Comment.”

Mitchell’s3 Laws of

CrisisCommunications

3 Laws of Communications1.Communications Abhor a

Vacuum2.Vacuum: People invent

assumptions & facts3.You Will Be Seen as the

Problem

MissingFromPlans

Audiences



• Thought Leaders• St/Local Gov’t• Regulators• Customers• Competitors

MissingFromPlans

Structure

Missing From Plans


•S.M. Monitoring•Sat Phone•Media Venue• Incoming Inquiries

MissingFromPlans

Right People

Missing From Plans



•Slim/No Training

•Never: Exercise

MissingFromPlans

Planning Tools

Missing From Plans




•All Other Key

MissingFromPlans

Making It Real

Missing From Plans

•Training•Exercise•Sustainability: Hrs, Days, Wks, Months

LIPA Chair Resigns


• Everyone Trained• Clear Roles• Clear Lines of Communications• Clear Who Was NOT to Speak• Media Corralled• Smart: Hrs, Days, Wks, Months, Years

Overriding Issue

USS

Recommendation

NEDRIX 14



Survey

NEDRIX 14



nedrix crisis communications 1014 - s3.amazonaws.comfor... · planning tools 5. making it real....

Documents