Value Proposition canvas- Customer needs and pains
Crisis Management A Leadership Challenge Training by Bloomington Public Schools
1. July 5, 2008
NSPRA Annual Seminar Pre-Session
Crisis Management
A Leadership Challenge
Rick J. Kaufman, APR
Executive Director of Community Relations
Bloomington (MN) Public Schools
Reproduction of materials is permitted for training purposes provided credit is given to the author.
2. About the presenter
School Public/Community Relations
- 18 years of experience with school districts in three states, and state
department of education
Crisis Response Team Leader
- Columbine High School Tragedy, April 20, 1999
- FEMA, National Response to Hurricanes Katrina and Rita
Crisis Management Consultant
- U.S. Bureau of Prisons (Timothy McVeigh Execution)
- New York City Schools/NY Education Commission (9/11)
- FBI (National Conference on School Violent Offenders)
- WI Health and Hospital Association
- Jackson State University, Jackson, MS
3. About the presenter
Past President
- National School Public Relations Association
- Wisconsin School Public Relations Association
Trainer/Lecturer/Author
- Midwest Summit on Violence in the Workplace/Schools
- Wisconsin Bioterrorism Summit
- National Transportation Public Affairs Seminar
- Council of Future Leaders
- School PR: Building Confidence in Education
- Complete Crisis Communication Management Manual
4. Our work together includes:
Essential Elements of Crisis Management
Crisis Management Realities
ICS and Command Center Structures
Crisis Communication
The NEW Communication Channels
Patterns of Media Response & Media Relations
Common Crisis Mistakes
Crisis Table Top Scenarios
Mock Press Conferences
Q&A
5. What is a Crisis?
“an emotionally charged significant event
or radical change”
“an unstable or crucial time of affairs in
which a decisive change is impending”
“a situation with the distinct possibility of
a highly desirable outcome”
“a situation that has reached a critical
phase”
6. What is a Crisis?
student or staff suicide
student walkout or protest
assault - of a student, staff or volunteer
child abuse
sexual harassment
criminal activity
health emergency (AIDS, etc.)
7. What is a Crisis?
fire or explosion
school bus accident
bomb threat
natural disaster (flood, tornado, etc.)
VIP visit
power outage
more? (Hint: dozens more!)
9. Are you ready?
In a crisis situation, you will react as you
are organized and trained.
Knowing what to do can be the difference
between chaos and calm, or even life
and death.
10. Crisis Management Realities
Prompt action reduces collateral damage
Prompt action reduces length of crisis &
moves situation to quicker resolution
Focus on response, not sources of threat
Not possible to detail every conceivable crisis
Important decisions made before crisis ever
occurs (structure, process, leadership)
11. Crisis Management Realities
Decisions based on site, location & unique set
of circumstances that occur during a crisis
“Cardiac assessment,” intuition plays key roles
Tend to victims’ needs immediately,
compassionately and completely
Be prepared … bad stuff happens
Continuous process requiring annual review
12. Crisis Management Realities
In the first hour of a crisis:
Denial: “This could not have happened.”
Anger: “How could this have happened?” “How could
somebody do that?”
Panic
Anxiety
13. Elements of Crisis Management
Policy and Leadership
Provides foundation, framework for action
Emergency/Crisis Management Plan
Provides structure, mechanisms for operational response
School Crisis Response Plan
Building plan operates within framework of district-level plan
Provides roles, responsibilities for staff
Coordinated response to more frequently occurring incidents
14. Elements of Crisis Management
Crisis Response Team
School, district response personnel
Communication
Foundation of any crisis planning, implementation,
management and recovery effort
Training
Preparation and knowing what to do is crucial
Maintains preparedness
15. Plans must include responses to:
School-based scenarios
threat, accidental death, lockdown, etc.
District-wide scenarios
natural disaster, business interruption, etc.
New or emerging scenarios
pandemics, terrorist attack, etc.
16. Emergency planning should…
Ensure student, staff safety
Establish a pre-determined plan of action
(focus on response vs sources of crisis)
Identify trained emergency responders
(can they be counted on to act, not freeze up?)
Minimize damage, loss of facility use
Provide on-going support for students, staff
and parents
17. Emergency planning should…
Incorporate best thinking, practices of all
responding agencies (form partnerships now,
don’t wait for crisis to occur)
Return to “normal”
Outline steps to practice, rehearse for a crisis
(creates cultural conditions that practice is important,
demonstrates teamwork needed during the crisis)
Include students in planning, training
What else? (consider your unique circumstances)
18. Emergency plan must address …
Prevention & Intervention (mitigation)
- steps to reduce or eliminate risk to life and property
Preparedness
- process of planning a rapid, coordinated and effective response
Response
- action steps to take during a crisis
Recovery
- restoring the teaching and learning environment after a crisis;
must include mental health recovery
19. Emergency plan must address …
The Golden Hour
- take the lead; delay equals denial
Waves of Response
- police/medical
- media
- parents
- “looky-loo’s” & gawkers; super-heroes; cottage industry types
First 24 hours
Duration of crisis
Rebuilding/Recovery
20. The Key Questions
What can or will we be able to handle?
Which roles can be delegated to volunteers?
Where will we get help?
Who will do what?
Other questions?
21. Crisis Management Infrastructure
Incident Command
Communication or Crisis Command Center
Roles and Responsibilities
- who’s organizing who (parents, media, etc.)?
- who is/are spokesperson(s)?
- volunteers (you can’t do it alone)?
Equipment and Food
Media Area
22. Incident Command System
Establishes common organizational structure,
operating procedures
Places one person in charge of decision-
making; creates chain of command
Provides for quick, effective performance
Establishes a reasonable span of control
Provides for effective coordination, transition of
responsibility/authority w/ crisis responders
23. Incident Command System
Incident Commander
Crisis Coordinator
Liaison Officer
First Aid Coordinator
Parent Liaison
Teachers w/
student supervisory
duties
Student Safety
Coordinator
PIO
Operations Officer
Documents
Officer
District Crisis
Response Team
Other Support
Personnel
Teachers w/o
student supervisory
duties
Crisis Recovery
Coordinator
24. Communication …
… is the foundation of any crisis
planning, implementation,
management, and recovery
effort.
25. The best time to let students,
staff and families know what
to do in an emergency is
before it happens.
26. Communication Command Center
Communications Director
(Strategist/Counselor & Spokesperson)
Spokesperson(s)
Command Center
Coordinator
Media Manager
External Communications
Coordinator
Research & Media
Monitoring
Internal Communications
Officer
Crisis/Special Events
Coordinator
Media Support Staff
Volunteers
Other Support Staff
27. Crisis Communication Structure
Crisis Communication Team Leader/Director
Spokesperson(s)
Communications Command Center Coordinator
Internal/External Communications Officer(s)
Media Manager
Research & Media Monitoring
Webmaster (web page technician)
Crisis & Special Events Liaison
Volunteers
28. Volunteers & Donations
What roles can be delegated to volunteers?
Establish volunteer schedule (determine where, when volunteers
are needed)
Welcome volunteers each day; provide brief orientation
(i.e. basic information, equipment usage, key persons & numbers)
Provide name tags, security card
Volunteers keep record of all calls
Prepare list of what, how to donate (callers want ideas,
addresses; make this part of daily Fact Sheet)
Screen, record & organize contributions
29. Crisis Communication Focus
Establish command center, functions
Communicate internally first, then public
Anticipate and meet needs of media
Ensure key messages are understandable,
honest & consistent
Manage perception of competence and reality
Correct inaccurate, misleading information fast
Stay in contact with victims families
30. Information Gathering
Plan to collect, verify information
Inaccurate information creates new crisis, puts
organization on defensive and wastes time
Central location means better management
Must come quickly
(field or site assessment)
Plan for “Murphy’s Law”
Debrief daily/nightly
31. Communicating in a Crisis
Target Key Audiences
School, District or University Leadership
Crisis Response Agencies
Staff/Faculty (site of crisis first, then others)
Opinion Leaders (community, business, faith, government,
alumni, key financial supporters)
Parents, Students (age appropriate), Community
Legal counsel
32. Communicating in a Crisis
What do I say?
The TRUTH
Don’t share what you don’t know to be true
Don’t speculate
Don’t hide behind factual information
Not talking about a crisis won’t take back what
happened; and is unnatural
Rely on the communication experts at all times!
33. Communicating in a Crisis
Speed of communication
First impressions are lasting impressions
Factual content of the message
Get it right, repeat it, share with others
Trust and credibility
Crucial to sustain support during, after crisis
Elements: empathy & caring; competence & expertise;
honesty & openness; commitment & dedication
34. The NEW Communication
Email broadcasts
Text or Voice Messaging
Websites
Rapid Alert Notification Systems
Hotlines/Emergency Voice Bulletin Boards
Social Media Networks
blogs, & IMs
myspace, facebook, etc.
35. Communicating in a Crisis
Leadership and Staff
Staff may “go public”; to defend their reputation
Media will put a full court press on those
“in the know” both students, staff
Develop process to support sites
Counsel early (consider policy now)
Need grows the longer crisis is prominent
Nurture staff
36. Communicating in a Crisis
Leadership and Staff
Prepare fact sheets, voice & email messages
Update web site regularly
Utilize staff, parent phone trees as necessary
Make decisions on cancellations
to students, staff, parents and media)
(communicate these
37. Communicating in a Crisis
Parents
Need help working w/ their children to
understand what happened, how to explain
event & tips to heal or return to normal.
Insatiable need to know why?
(Be prepared)
Reassure safety; stress importance of normalcy
Call in experts
(grief counselors, mental health)
Identify how parents, others can help
38. Communicating in a Crisis
Community
Use key opinion leaders to get message out to
broader audience
Consider community meeting
Reassure safety, security steps
Express concern for victims and regret for crisis
Don’t take the blame
39. Communicating in a Crisis
Students
Provide opportunity, encouragement to talk
about what happened
Classroom setting with peers
Use experts
(grief counselors, mental health)
Provide quick lesson on media basics, harm
from spread of rumors
40. Communicating in a Crisis
All Audiences
Determine most useful vehicle
(letter, e-mail, etc.)
Daily info sheets keeps key audiences current
Establish 24-hour taped hotline
(update frequently)
Essential to develop key messages
Stay on message; share messages to all
Establish time, place to speak with media
41. Patterns of Media Response
10-12 Hours
Reporters on scene first
Grab anyone who will talk
Answer question, “what happened?”
Results incomplete, conflicting stories emerge
Media can interfere with police, rescuers
42. Patterns of Media Response
12-24 Hours
Answer the question, “who?”
Authorities usually notify next of kin first before
information is released to media
This effort causes conflict with the media doing
whatever is necessary to find out about
victim(s)
43. Patterns of Media Response
24-36 Hours
Focus on the question of “why?”
Natural reaction in the aftermath is to look for
blame
Many theories on crisis
Facts aren’t always corroborated
Victim confusion often leads to stories that are
sensational, but didn’t happen as they recall
44. Patterns of Media Response
36-72 Hours
Media begins more in-depth analysis of “what
happened?” and “why?”
A new “spin” may be put on story
Spin-off stories take on a life of their own
Importance of “staying on message” is critical
Funerals and memorials take place, offering a
window to regroup, recharge crisis team
45. Media Relations
Strategy 1: Help heal; return to normalcy
Strategy 2: Stay on message; one, clear voice
Media is fastest way to communicate broadly
Media Triage (no favoritism, focus on local first)
Brief daily; never say “no comment”
Respond to all reasonable media needs
Develop guidelines for access to students, staff
Set ground rules for interviews, media pools
46. Recovery & Rebuilding
Physical Structure from assessment to rebuilding of
schools
Mental Health from triage to PTSD
Information Systems from payroll to student
records
Communication from media siege to when, where to
send students
Memorials: events, anniversaries and moving on
47. What have we learned?
A Leadership Test
Response defines the organization; be credible
A Communication Test
How strong is your communication program?
A Professional Test
How will you emerge as a key advisor?
48. A Perspective on Lessons Learned
In preparation …
If you start off behind, you will stay behind
Being proactive only keeps you even
Identify chain of command for decision-making,
what to do if it breaks down
Site, district plans must have contingencies
Crisis plans must be specific, automatic, tested
49. A Perspective on Lessons Learned
In preparation …
Establish inter-agency protocols in advance
Provide parents advance notice of crisis plan,
their role in the process
50. A Perspective on Lessons Learned
During the crisis …
Mobilize response team that shields the site,
students and staff from outside forces
Make call for assistance before it’s too late
Understand it’s not “business as usual”
Act in the short-term, think in the long-term
You need soldiers, generals on front lines
Know key messages and stick to them!
51. A Perspective on Lessons Learned
During the crisis …
Don’t let media dominate your time, attention
Stay focused on target audiences
Internal communications is more important
View crisis from “outside in” to gauge public
Watch for external political, personal agendas
Watch for ripple effect and copycats
52. A Perspective on Lessons Learned
During the crisis …
Maintain active rumor control
Balance privacy rights of individuals (FERPA)
with public’s right to know
Be firm on media access to facilities, people
53. A Perspective on Lessons Learned
In the aftermath …
Crisis has long-term life; remember healing
processes and triggering events
Brace for blame
Continuously update crisis plan; learn from
other situations
Train new staff immediately
Retrain all staff annually; don’t forget students
54. A Perspective on Lessons Learned
In the aftermath …
Crisis not only creates character, but reveals it
Seek opportunities to return to normal
Seek closure and commemorate
Take care of yourself and your team
Bring in reinforcements
Remember your team on anniversary dates
55. Additional Resources
The following slides are additional resources for
schools/universities to use in training with
students and staff:
Crisis Planning
10-Step Approach to Proactive Crisis Planning
School/District/University Crisis Team Responsibilities
Literature Resources
Photocopying of the following materials is permissible for training purposes only, and source attribution to: Rick J. Kaufman, APR
56. Common Mistakes of
Crisis Management
Putting news media ahead of employees
Employees want, deserve news FIRST
Lack of comprehensive media strategy
Who is spokesperson or persons? What are key messages?
Ignoring the “Window of Opportunity”
Vital to address issues; once “window” closes it becomes difficult to
change perceptions
No clearly assigned roles
Lack of role clarity guarantees confusion; know leaders, doers
57. Common Mistakes of
Crisis Management
Limit communication due to litigation fears
Litigation usually follows adversity
No crisis plan
Believing a crisis can’t happen is ignorant, arrogant. No plan can
result in crippling damage to an organization
Untested crisis plan
Single most important mistake; also if developed in isolation
58. 10 Steps to Proactive Crisis Planning
1.
Review existing policies on crisis communication and
management
2.
Review guidelines and procedures for implementing
policies
3.
Review any existing crisis plans
4.
Establish crisis teams
- district level
- building level
- safety task force
59. 10 Steps to Proactive Crisis Planning
5.
6.
7.
Build relationships with community agencies,
volunteers and opinion leaders
Dialogue with the community
Divide planning into manageable sections
- crisis most likely to occur
- outline action steps for each
- define roles
- identify possible issues/obstacles
- determine strategies
Prepare tool kit and resource list (“go box”)
9. Determine format and prepare written plan
10. Provide training for all staff, students
8.
60. Crisis Planning: Mitigation & Prevention
Goal: Decrease the need for response
Connect with community emergency responders to identify
hazards.
Assess problem areas in buildings, grounds.
Assign official duties, responsibilities for safe, secure sites.
Involve staff in crisis planning.
Review data on critical incidents, such as fires, floods, etc.
Determine major problems likely to occur.
Develop a response protocol to safety problems.
Assess district, building vulnerability to a variety of crises.
61. Crisis Planning: Preparedness
Goal: Facilitate a rapid, coordinated & effective response
Review crisis plans used in schools, communities.
Identify agencies involved in crisis planning.
Develop communication systems that include staff, students,
families and media.
Design procedures to locate, account for every student, staff
during a crisis.
Compile facility information, such as maps, locations of shut-off
valves.
Assemble equipment needed to save lives, provide treatment.
62. Crisis Planning: Response
Goal: Follow a well-designed emergency plan
Determine extent of danger and if it amounts to widespread
crisis.
Identify the crisis and an appropriate response.
Activate an incident-management system.
Implement strategies (evacuation, lockdown, shelter-in-place)
Communicate with key staff positioned at designated areas.
Oversee emergency responses, such as first-aid and rescue
services; triage areas.
Call for more aid and assistance if required, needed.
63. Crisis Planning: Recovery
Goal: Return to a daily routine and restore order quickly
Allow adequate time for recovery, but immediately draw up
plans to resume classroom learning, restore damaged
buildings.
Monitor signs of PTSD and other emotional disorders in
students, staff.
Conduct debriefings with first responders and school staff,
and use suggestions to revise plans and conduct training and
drills.
64. School/District/University
Crisis Teams
Responsibilities of District/University Crisis Team:
Define clear crisis roles for ALL staff
Train and assist school/building level crisis teams
On call for all crises – district and building (maybe community)
Make policy and procedure recommendations
Communicate safety precautions and procedures
Work with Safety Task Force to identify best practices
Serve as lead crisis team in catastrophic or long-term event
Staff and operate communications command center
Liaison with other agencies and intervention teams
Evaluate crisis response actions
65. School/District/University
Crisis Teams
Responsibilities of School/Building Crisis Team:
Refine district crisis plan for school/building needs
Define clear crisis roles for all school/building staff
Conduct regular safety assessments of school/building
Provide in-service training and drills for staff
Recommend policy/procedure changes to district crisis team
Communicate safety precautions and procedures to parents
Serve as immediate site crisis response team and work with
district team
Evaluate crisis response actions
66. Crisis Communication Tips
What should be communicated in a crisis?
What happened? Avoid using sensational, romantic account.
Omit information that can be used to copy act.
Who was involved using general terms, unless names are public.
How individuals were involved may be reported in general terms.
Where incident happened, when it occurred. Be specific.
Prognosis of those involved once verified (work w/ families).
Avoid “no comment” answers; this suggests something to hide.
It’s OK to say, “I don’t know” or “I don’t have that answer right
now. I’ll have to get back to you.” Then DO IT!
Be honest and show real emotion.
Be cautious with the question, “How are you doing?”
67. Crisis Communication Tips
Suggestions for Avoiding Sensationalism
Clarify what interview is about.
Don’t agree if interview is sensationalistic or takes you away from
your message and focus.
Avoid playing blame game.
Avoid interviews that focus on perpetrators of violence.
Stress positive vs negative images.
Be wary of live call-in shows. You have very little control over
topic of conversation.
Avoid repetitive and excessive interviews on the violent act.
Goal is to focus on healing, returning to normal … moving
forward.
68. Resources
The Complete Crisis Communication
Management Manual for Schools, National School
Public Relations Association
Coping with Crisis
by Scott Poland & Jami McCormick
School Crisis Survival Guide
by Suni Petersen & Ron
Straub
Practical Information on Crisis Planning: A
Guide for Schools and Communities, U.S. Dept. of
Education
Editor's Notes
Pursue a course that would allow the community to heal.
Pursue a course that would allow the community to heal.
Pursue a course that would allow the community to heal.
Pursue a course that would allow the community to heal.
Pursue a course that would allow the community to heal.
Pursue a course that would allow the community to heal.
Pursue a course that would allow the community to heal.
Pursue a course that would allow the community to heal.
Pursue a course that would allow the community to heal.
Pursue a course that would allow the community to heal.
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Pursue a course that would allow the community to heal.
Pursue a course that would allow the community to heal.
Pursue a course that would allow the community to heal.
Pursue a course that would allow the community to heal.
Pursue a course that would allow the community to heal.
Pursue a course that would allow the community to heal.
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Pursue a course that would allow the community to heal.
Pursue a course that would allow the community to heal.
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Consider a special event (private meeting) for parents, but don’t delay. Do it quickly to stem rumors and build goodwill. Shows compassion and that you are “on top” of the crisis.
Determine most useful vehicles for communicating to key audiences (e.g. email, voicemail, phone trees, phone banks, etc.)
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information
Lawsuits will come.
You must operate in the “court of public opinion.”
Build an understanding NOW. Know roles and establish norm of sharing information