For those of you who were unable to attend the meeting, here is a recap of the notes given by Lisa Rau, Herschend Family Entertainment, on Crisis Communications. The video will not be posted.
• What is your institution/organization’s reputation/image – how is it viewed by others
• Remember: the press is not the enemy
• Everyone has a job to do – the press included, and if you don’t provide information/help, you’re opening your org up to a BIGGER crisis
• Rumors love a void.
• Crisis of the day
• Constant barrage of information coming to us
• The first 48 hours are critical used to be the norm, but now the first 48 minutes are the most important.
• There is an incredible need to be first. Release information first before the media or anyone else.
• You can’t stop the news
• You have to know the people in your industry and the agencies who service you
• You shouldn’t be surprised when a story hits
• It is not ok to say “No Comment” There are ways to say something without saying anything.
• Having 3-5 message points is a good start – more than that, you’ll forget some. If you stick to these, you’ll have a concise, clear message.
• #1 the Media will find out
• #2 the Media will show up at your property
o where will you put them, where will they plug their equipment in
• #3 the media will expect you to talk
• #4 the media will have the last word
• We have to be ready for the tough questions
• You can’t turn bad news into good. But you can handle with honesty.
• Get on your own web sites, social networking site. Place your own messages and videos
• You have control today that didn’t used to be there. You have your own vehicles of distribution
• Play the drills
• Play the “what if” game
• Practice your message out loud – get used to the wording – otherwise, you might stumble over the phrasing, which makes you appear less prepared (and nervous).
• Don’t “wing it.” It never comes out right
• Preparation is critical
• Off the record is not off the record
• If there is a microphone near you assume its always on
• Save your jokes for later. When it comes to your company and a crisis, there are no jokes
• Vet your words
• Watch your body language
• If you don’t know your weakness – find it
• Watch your back
• “Microphone is not a verbal vacuum cleaner”
• Think in threes
• Say what you need to say and stop
• You don’t have to tell everything you know but you do need to tell the truth
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