Crisis Checklist: the press office When a crisis goes lives, with media consequences, it’s essential that the Press Office team act swiftly and systematically: > Brief switchboard and security staff. Agree clear communication protocols and routes. > Ensure all relevant “frontliners” (customer and/or consumer-facing employees) know where to direct media inquiries. > Distribute Media Inquiry forms and ensure they are being used. > Allocate roles – ideally, at least two people in the press office and one liaising with crisis team, plus administration support. > Notify and plan rehearsals of spokesperson(s). > Confirm precise details of the incident. > Liaise with other manufacturers and trade associations, as necessary; consider especially the need to harmonise media statements and get a consensus on facts and figures. > Consider whether to notify communications functions on other sites or countries or higher/lower in the business structure, eg Regional Communications teams, Head Office team. > Agree key messages. > Consider need for proactive:
and discuss their nature and timing, or what exactly would trigger a need for them. > Make sure you have the answers to the media’s three basic questions:
> Prepare a full Q&A tailored to the key audiences. MONITORING THE CRISIS > Media monitoring – print and electronic news. > Monitoring of calls received to freephone lines or by main switchboards. > Specialist bulletins issued by groups such as the Consumers Association and Which? magazine, in the UK, which detail product recalls (only relevant to consumer-facing product). Supplied for Continuity Central by Razor Public Relations Limited:
•Date: 11th Nov 2005 •Region: UK/World •Type:
Article •Topic: Crisis management |
