peranan public relations dalam krisis komunikasi pertemuan 3 – 4 by: dr. drs. dominikus tulasi,...

PERANAN PUBLIC RELATIONS DALAM KRISIS KOMUNIKASI

Pertemuan 3 – 4By: Dr. Drs. Dominikus Tulasi, MM.

Mata kuliah : O0324 - CRISIS COMMUNICATION AND PUBLIC RELATIONS

Tahun : 2010

Bina Nusantara University 3

CRISIS COMMUNICATION

Definition of Crisis:A crisis is significant threat to operations that can have negative consequences if not handled Properly. Crises tend to create three main related

threats to 1.Public safety, 2.Financial viability3.Reputation

The severity of a crisis is determined not just by nature and extent of the adverse event/s, but by the extent to which Stakeholders react to the crisis.


CRISIS COMMUNICATION-2

• There are two main types of crisis:

(1) Organizational Crises, (2) Community Crises

• Crises management is a process design to prevent or lessen the damage a crisis can inflict on the organization and its Stakeholders. • Crisis management is about assuring Shareholders that management is in control of the situation and the future of the organization is secure.• Effective crisis management handles the threats sequentially


CRISIS COMMUNICATION-3

• The main characteristic of crisis:

• Surprise• Insufficient information at the outset• Escalating flow of events—intense pressure• Loss of control• Heightened external scrutiny• Siege mentality• Panic• Short term focus


CRISIS COMMUNICATION-4• Famous international crises:

• Pakistan earthquake on 8 October 2005, killing 87,000 pl.• Hurricane Katrina which struck the south eastern US in• August 2005, killing 4,000 people, destroying 160,000• Homes and causing 900,000 people to lose their jobs.• Tsunami in Indonesia on Boxing Day, 26 December 2004, Which left 216,000 people dead or missing and one • Million homeless in 12 countries.• Bali Bombings on 12 October 2002, killing 202 people• Terrorists attacks on the WTC, on 11 September 2001, • Killing 2,759 including the 10 hijackers


CAUSES OF CRISIS• CRISES CAN BE CLASSIFIED INTO SEVEN

BROAD TYPES:1. Economic, eg a major decline in share price2. Informational, eg loss of proprietary or

confidential information.3. Physical, eg breakdown or damage to vital

equipment or resources.4. Human resources, eg loss of key executives,

management decisions/ indecisions, worker sabotage.

5. Reputational, eg employee fraud, management ethics.

6. Psychopathic acts, eg product tampering, terrorism.

7. Natural disasters, eg fire, cyclones.


COMMUNITY RISKS ARE INCREASING

1) Increasing population density.2) Increased settlement in high-risk areas.3) Increased technological risks4) Ageing population—older people are more vulnerable5) Emerging infectious diseases and increased antimicrobial

resistance6) Increase international travel7) Increased terrorism

• The factors that tend to increase the likelihood of a community crisis are increasing over time especially in the public health area:


CRISIS MANAGEMENT

• THE STEPS OF CRISIS MANAGEMENT :

1) Deal with the problem causing the crisis.2) Assist the victims and those directly affected (often they are employees)3) Communicate with and gain the support of employees (often they are victims)4) Inform other key stakeholders such as families, relatives, neighbors, friends, relevant Government Minister and local politicians, government regulators, customers, suppliers.5) Use the news media and other channels of external communication to reach indirect stakeholders, opinion leaders and the wider community.


CRISIS MANAGEMENT PLANS

1. Before (pre-crisis planning, generating understanding and preparedness, and allocating roles and responsibilities);

2. During (initial response and maintenance);3. After (resolution/recovery/evaluation).

The Crisis Plan Should Address the Three main parts of any crisis:


HOW AUDIENCES PERCEIVE MESSAGES IN A CRISIS:

• Audiences to a crisis will immediately form a perception about the content of the organization’s messages in these ways:

1. Speed of Communication2. Factual content of the message3. Trust and credibility4. Empathy and caring5. Competence and expertise6. Honesty and openness7. Commitment and dedication


PREPARE MESSAGES IN ADVANCE:

• Should just stating the know facts and incorporate these key messages:

1. The organization is sorry the event happened,

2. existing emergency/safety/environmental procedures are satisfactory

3. Not all the relevant details are to hand at this time.

4. The organization makes no comment on the question

5. Of legal responsibility for the incident6. Supplement all actions with third-party

support where possible.


SHAPING STAKEHOLDER COMMUNICATION DURING A CRISI:

• Essentially, success in crisis management depends on how quickly and accurately the organization is able To communicate with its stakeholders.

• Stakeholders have something at risk, and therefore Something to gain or lose as a result of the organization activity.

• By using their influence, stakeholders hold the key To the environment.


WAYS TO COMMUNICATE WITH EMPLOYEES DURING A CRISIS:

• Meetings, preferably face-to-face or by teleconference or videoconference.

• Emails to employees at work or even at home if this Information is available

• Letters to employees at home• Q&A documents• Telephone calls including toll-free telephone line,• Mobile and satellite phones, SMS messaging• Employee news letters or special bulletins,• Bulletin-boards, either electronic or actual • Online video presentations.• Intranet• Blogs


DEVELOP PARTNERSHIP BEFOREHAND:

• A partner can be defined as any organization with a role in aiding the response. Partner relationships should be developed ahead of any crises so there is a solid foundation for well-coordinated work through each crisis.• Typical partners may be the police, fire & ambulance emergency service units, state emergency services, utilities, and health and medical authorities.• In cases where the organization is geographically dispersed, the relationship should be developed at each location of operations, where the contact telephone number and email address documented!


BE A WINNER ALWAYS!!

THE WINNER WILL NOT GIVE UP!THE WINNER WILL NOT GIVE UP! MOTIVATE YOURSELF!MOTIVATE YOURSELF! MINDMAP YOUR THINKING!MINDMAP YOUR THINKING! BE A LEARNER AND YOU WILL BE A LEARNER AND YOU WILL SEE….!SEE….!

GOODLUCK!

peranan public relations dalam krisis komunikasi pertemuan 3 – 4 by: dr. drs. dominikus tulasi,...

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