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NEDRIX 14
Crisis Communications
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NEDRIX 14
Crisis CommunicationsAlways
Acknowledged, Never Planned +Trained
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Housekeeping
•Emergency Exits•Copy of Presentation•Survey•Cell Devices
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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
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Expert Consultant
•Landmark Legal Cases•Expected Settlements:
$1 Billion Each•“Failure to Plan”•“Failure to Train”
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Speaker
•NEDRIX (4X)•NFPA•SHRM•ASSE
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Speaker
•NEDRIX (4X)•NFPA•SHRM•ASSE
•ACP•CPE•CPM•RIMS
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911 Consulting Clients
GE HQSubway HQHyatt Corp HQ Swiss Army HQ
ExxonMobilGoodrichPratt & WhitneyMasterCard HQ
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Speaker
•FEMA(4X)•IACLEA•NASRO•NAIS•NECUSA
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911 Consulting Clients
•25 Secondary•Western CT Univ.•Central CT Univ.•John Jay College•Housatonic CC
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33 Arch St, Boston
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399 Boylston, Boston
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Waldorf=AstoriaNY, NY
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Fair Warning!!!
I Will Be Candid
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Why Should I Care
AboutCrisis
CommunicationsPlans?
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What’s theMost Important
Asset atYour Org.?
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Your Most Important Asset?
•People?•Product/
Service?•Customers?
•Property?•Intel Prop?•Data?•Profits
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Your Most Important Asset?
•People?•Product/
Service?•Customers?
•Property?•Intel Prop?•Data?•Profits
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Your Most Important Asset?
Your Brand’s
Reputation
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Your Most Important Asset?
How Do You Protect Your
Brand?
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How Do You Protect Your Brand?
•Day-To-Day Promotion•Word of Mouth•Do What You Do Well
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How Do You Protect Your Brand?
But…How Do You Protect Your Brand
From the Effects of a Traumatic Incident?
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How Do You Protect Your Brand?
•Emergency•Crisis•Disaster
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Examples
• Tylenol• Costa Concordia• LIPA• Sandy Hook
Elementary• Fukushima Daiichi
• GM• BP• Hartford
Distributors• Kleen Energy
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Fukushima Daiichi
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These Were All Caught Off Guard
•Fukushima•GM•Costa Concordia
•LIPA
•Kleen Energy•Hartford Distributors
•BP
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WHY?
•Too Small?•No Resources?
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WHY?
•Too Small?•No Resources?•Unprecedented?
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WHY?
•Large! •Plenty: Resources!•All Happened B4!
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lack
wans
Do They Really Exist?
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CEO Responsible Officer
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WHY?
If We Had Interviewed them B4 the Disaster, They Would All have
Said…
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Of course we have a plan for that!
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I’m a pro at this!
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B4 These Disasters
•“Of Course We Plan for That!”
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B4 These Disasters
•“Of Course We Plan for That!”•“Our CEO Is a Pro at This Stuff!”
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B4 These Disasters
•“Of Course We Plan for That!”•“Our CEO Is a Pro at This Stuff!”
•“We Have a Whole DeptDedicated to This!”
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What Would Be YourOrg’s Response If
Interviewed Today?
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B4 These Disasters
•“Of Course We Plan for That!”•“Our CEO Is a Pro at This Stuff!”
•“We Have a Whole DeptDedicated to This!”
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The Reality?
•Org. Talks a Good Game
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The Reality?
•Org. Talks a Good Game
•But Most Have Slim to None
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Mitchell’s6 Phases of
Denial
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6 Stages of Denial
1.It won’t happen to me
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6 Stages of Denial1. It won’t happen to me
2.It won’t happen here
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6 Stages of Denial1. It won’t happen to me2. It won’t happen here
3.It won’t happen now
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6 Stages of Denial
4.If it does happen, it won’t be so bad
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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
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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?
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The Reality?
•Comp. Plan?•Robust Training?•Regular Exercise•Deep Chain of Command?
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“Our Plan Is Easy and Foolproof…
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“Our Plan Is Easy and Foolproof…
We Say “No Comment.”
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“Our Plan Is Easy and Foolproof…We Say “No Comment.”
So, No CEO Flubs…
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“Our Plan Is Easy and Foolproof…We Say “No Comment.”
So, No CEO Flubs…No Problem!
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Mitchell’s3 Laws of
CrisisCommunications
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3 Laws of Communications
1.Communications Abhor a Vacuum
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3 Laws of Communications
1.Communications Abhor a Vacuum
2.Vacuum: People invent assumptions & facts
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3 Laws of Communications
1. Communications Abhor a Vacuum2. Vacuum: People invent assumptions & facts
3.You Will Be Seen as the Problem
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Missing From Plans1. Audiences2. Structure3. Right People4. Planning Tools5. Making It Real
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MissingFromPlans
Audiences
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Missing From PlansImportant Audiences Ignored
• Parent Co.
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Missing From PlansImportant Audiences Ignored
• Parent Co.• Employees
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Missing From PlansImportant Audiences Ignored
• Parent Co.• Employees• Union Leadership
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Missing From PlansImportant Audiences Ignored
• Parent Co.• Employees• Union Leadership• Families
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Missing From PlansImportant Audiences Ignored
• Parent Co.• Employees• Union Leadership• Families• Neighbors
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Missing From PlansImportant Audiences Ignored
• Parent Co.• Employees• Union Leadership• Families• Neighbors• Supply Chain In/Out
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Missing From PlansImportant Audiences Ignored
• Parent Co.• Employees• Union Leadership• Families• Neighbors• Supply Chain In/Out
• Thought Leaders
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Missing From PlansImportant Audiences Ignored
• Parent Co.• Employees• Union Leadership• Families• Neighbors• Supply Chain In/Out
• Thought Leaders• St/Local Gov’t
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Missing From PlansImportant Audiences Ignored
• Parent Co.• Employees• Union Leadership• Families• Neighbors• Supply Chain In/Out
• Thought Leaders• St/Local Gov’t• Regulators
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Missing From PlansImportant Audiences Ignored
• Parent Co.• Employees• Union Leadership• Families• Neighbors• Supply Chain In/Out
• Thought Leaders• St/Local Gov’t• Regulators• Customers
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Missing From PlansImportant Audiences Ignored
• Parent Co.• Employees• Union Leadership• Families• Neighbors• Supply Chain In/Out
• Thought Leaders• St/Local Gov’t• Regulators• Customers• Competitors
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MissingFromPlans
Structure
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Missing From Plans
•EOC
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Missing From Plans
•EOC•Cable TV
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Missing From Plans
•EOC•Cable TV•Dark Sites
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Missing From Plans
•EOC•Cable TV•Dark Sites•Accessible ENS
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Missing From Plans
•EOC•Cable TV•Dark Sites•Accessible ENS
•S.M. Monitoring
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Missing From Plans
•EOC•Cable TV•Dark Sites•Accessible ENS
•S.M. Monitoring•Sat Phone
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Missing From Plans
•EOC•Cable TV•Dark Sites•Accessible ENS
•S.M. Monitoring•Sat Phone•Media Venue
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Missing From Plans
•EOC•Cable TV•Dark Sites•Accessible ENS
•S.M. Monitoring•Sat Phone•Media Venue• Incoming Inquiries
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MissingFromPlans
Right People
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Missing From Plans
•Real CCT
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Missing From Plans
•Real CCT•Top People
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Missing From Plans
•Real CCT•Top People•Deep Chain of Command
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Missing From Plans
•Real CCT•Top People•Deep Chain of Command
•Expert Communicators
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Missing From Plans
•Real CCT•Top People•Deep Chain of Command
•Expert Communicators
•Slim/No Training
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Missing From Plans
•Real CCT•Top People•Deep Chain of Command
•Expert Communicators
•Slim/No Training
•Never: Exercise
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MissingFromPlans
Planning Tools
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Missing From Plans
•FAQs
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Missing From Plans
•FAQs•Core Msgs
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Missing From Plans
•FAQs•Core Msgs•B Roll
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Missing From Plans
•FAQs•Core Msgs•B Roll•Templates
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Missing From Plans
•FAQs•Core Msgs•B Roll•Templates•Checklists
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Missing From Plans
•FAQs•Core Msgs•B Roll•Templates•Checklists
•Key Media Contacts
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Missing From Plans
•FAQs•Core Msgs•B Roll•Templates•Checklists
•Key Media Contacts
•Thought Leader Contacts
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Missing From Plans
•FAQs•Core Msgs•B Roll•Templates•Checklists
•Key Media Contacts
•Thought Leader Contacts
•All Other Key
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MissingFromPlans
Making It Real
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Missing From Plans
•Training
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Missing From Plans
•Training•Exercise
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Missing From Plans
•Training•Exercise•Sustainability: Hrs, Days, Wks, Months
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LIPA• Super Storm Sandy
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LIPA• Super Storm Sandy• Huge, But Cat 1
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LIPA• Super Storm Sandy• Huge, But Cat 1• Mgmt Never Got on Top of the PR
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LIPA• Super Storm Sandy• Huge, But Cat 1• Mgmt Never Got on Top of the PR• Then They Lied
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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
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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• Entire Exec Committee Fired
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LIPA Chair Resigns
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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• Entire Exec Committee Fired• LIPA Dissolved + Replaced
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Sandy Hook Elementary
• Everyone Trained
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Sandy Hook Elementary
• Everyone Trained• Clear Roles
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Sandy Hook Elementary
• Everyone Trained• Clear Roles• Clear Lines of Communications
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Sandy Hook Elementary
• Everyone Trained• Clear Roles• Clear Lines of Communications• Clear Who Was NOT to Speak
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Sandy Hook Elementary
• Everyone Trained• Clear Roles• Clear Lines of Communications• Clear Who Was NOT to Speak• Media Corralled
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Sandy Hook Elementary
• Everyone Trained• Clear Roles• Clear Lines of Communications• Clear Who Was NOT to Speak• Media Corralled• Smart: Hrs, Days, Wks, Months, Years
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Sandy Hook Elementary
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NEDRIX 14
Crisis CommunicationsAlways
Acknowledged, Never Planned +Trained
Page 155
What’s theMost Important
Asset atYour Org.?
Page 156
Your Most Important Asset?
•People?•Product/
Service?•Customers?
•Property?•Intel Prop?•Data?•Profits
Page 157
Your Most Important Asset?
•People?•Product/
Service?•Customers?
•Property?•Intel Prop?•Data?•Profits
Page 158
Your Most Important Asset?
Your Brand’s
Reputation
Page 159
Examples
• Tylenol• Costa Concordia• LIPA• Sandy Hook
Elementary• Fukushima Daiichi
• GM• BP• Hartford
Distributors• Kleen Energy
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Fukushima Daiichi
Page 170
WHY?
•Large! •Plenty: Resources!•All Happened B4!
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WHY?
If We Had Interviewed them B4 the Disaster, They Would All have
Said…
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CEO Responsible Officer
Page 175
What Would Be YourOrg’s Response If
Interviewed Today?
Page 176
B4 These Disasters
•“Of Course We Plan for That!”•“Our CEO Is a Pro at This Stuff!”
•“We Have a Whole DeptDedicated to This!”
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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?
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“Our Plan Is Easy and Foolproof…
We Say “No Comment.”
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Mitchell’s3 Laws of
CrisisCommunications
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3 Laws of Communications1.Communications Abhor a
Vacuum2.Vacuum: People invent
assumptions & facts3.You Will Be Seen as the
Problem
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MissingFromPlans
Audiences
Page 184
Missing From PlansImportant Audiences Ignored
• Parent Co.• Employees• Union Leadership• Families• Neighbors• Supply Chain In/Out
• Thought Leaders• St/Local Gov’t• Regulators• Customers• Competitors
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MissingFromPlans
Structure
Page 186
Missing From Plans
•EOC•Cable TV•Dark Sites•Accessible ENS
•S.M. Monitoring•Sat Phone•Media Venue• Incoming Inquiries
Page 187
MissingFromPlans
Right People
Page 188
Missing From Plans
•Real CCT•Top People•Deep Chain of Command
•Expert Communicators
•Slim/No Training
•Never: Exercise
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MissingFromPlans
Planning Tools
Page 190
Missing From Plans
•FAQs•Core Msgs•B Roll•Templates•Checklists
•Key Media Contacts
•Thought Leader Contacts
•All Other Key
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MissingFromPlans
Making It Real
Page 192
Missing From Plans
•Training•Exercise•Sustainability: Hrs, Days, Wks, Months
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LIPA Chair Resigns
Page 196
Sandy Hook Elementary
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Sandy Hook Elementary
• Everyone Trained• Clear Roles• Clear Lines of Communications• Clear Who Was NOT to Speak• Media Corralled• Smart: Hrs, Days, Wks, Months, Years
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Overriding Issue
USS
Page 203
NEDRIX 14
Crisis CommunicationsAlways
Acknowledged, Never Planned +Trained
Page 208
NEDRIX 14
Crisis CommunicationsAlways
Acknowledged, Never Planned +Trained