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Crisis Communication in a Changing Media World

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Crisis Communication in a Changing Media World Session 15 Slide Deck Session 15 * Slide 15-Session 15 * Session Objectives Examine mission of an effective disaster ... – PowerPoint PPT presentation

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Title: Crisis Communication in a Changing Media World


1
Crisis Communication in a Changing Media World
  • Session 15 Slide Deck

Slide 15-
2
Session Objectives
  • Examine mission of an effective disaster
    communications strategy and the five critical
    assumptions that serve as the
    foundation for such a strategy
  • Discuss historical use of traditional media in
    emergencies
  • Discuss role of new media in emergencies 
  • Discuss evolution of new media use in emergencies

Slide 15-
3
Introduction
  • Increasingly-critical function
  • Timely and accurate information
  • Mission
  • Five critical assumptions

Slide 15-
4
Mission
  • The mission of an effective disaster
    communications strategy is to provide timely and
    accurate information to the public in all four
    phases of emergency management
  • Mitigationto promote implementation of
    strategies, technologies, and actions that will
    reduce the loss of lives and property in future
    disasters. 
  • Preparednessto communicate preparedness messages
    that encourage and educate the public in
    anticipation of disaster events.
  • Responseto provide to the pubic notification,
    warning, evacuation, and situation reports on an
    ongoing disaster. 
  • Recoveryto provide individuals and communities
    affected by a disaster with information on how to
    register for and receive disaster relief.

Slide 15-
5
Assumptions
  • The foundation of an effective disaster
    communications strategy is built on the following
    five critical assumptions
  • Customer Focus
  • Leadership Commitment
  • Inclusion of Communications in Planning and
    Operations
  • Good Information
  • Media Partnership

Slide 15-
6
Assumptions Customer Focus
  • Focus on customers and customer service
  • Guide communications with the public and with all
    partners in emergency management
  • Placing the needs and interests of individuals
    and communities first
  • Being responsive and informative
  • Managing expectations

Slide 15-
7
Assumptions Leadership Commitment
  • Commitment to sharing information
  • Endorse open communications
  • Model behavior

Slide 15-
8
Assumptions Leadership Commitment
  • FEMA Director Witts Commitment to Communications
  • Staff meetings
  • Regular employee newsletter
  • Available to the media
  • Daily briefings for media
  • Meetings with disaster victims
  • Daily briefings for partners
  • Regular meetings with state and local emergency
    managers
  • Briefings for elected officials
  • Speaking engagements

Slide 15-
9
ASSUMPTIONS Inclusion of Communications in
Planning and Operations
  • Communications specialist included in senior
    management team
  • Communications on equal footing with planning and
    operations
  • Demand is high for timely and accurate
    information
  • How to communicate what is going on critical to
    all phased of response and recovery

Slide 15-
10
Assumptions Situational Awareness
  • Key to an effective disaster response
  • Collection, analysis and dissemination of
    information from the disaster site
  • Sharing this information is all important

Slide 15-
11
National Incident Management System
FEMA. National Incident Command System FEMA
501/Draft August 2007.
Slide 15-
12
Public Information Officer Duties
  • Gathers, verifies, coordinates and disseminates
    accurate, accessible and timely information on
    the incidents cause, size, and current situation
  • Resources committed
  • Other maters of general interest for both
    internal and external use

Slide 15-
13
PIO Messages
  • A PIO creates coordinated and consistent messages
    by collaborating to
  • Identify key information
  • Craft messages
  • Prioritize messages
  • Verify accuracy of information
  • Disseminate messages

Slide 15-
14
Assumptions Media Partnership
  • Primary role in communicating with the public
  • Greater reach to public
  • Provide timely and accurate information
  • Partnership between emergency managers and media

Slide 15-
15
Effective Media Partnerships
  • Characteristics of an Effective Media Partnership
  • Communications network
  • Media access
  • Define roles
  • Manage public expectations
  • Speed the recovery

Slide 15-
16
Traditional Media
  • Historical use of Traditional Media in
    Emergencies
  • Fact of life
  • Tension between emergency managers and media
  • Radio
  • Television
  • Internet
  • First Informers

Slide 15-
17
Traditional Media Radio
  • Traditional source of emergency news
  • Pre-disaster broadcast preparedness messages
  • Post-disaster broadcast response and relief
    messages to areas without electricity

Slide 15-
18
Traditional Media Television
  • Cable News 24/7 coverage
  • Broadcast networks
  • Reporters and anchors

Slide 15-
19
New Media
  • Role of New Media in Emergencies
  • Internet
  • First Informers
  • Social Media

Slide 15-
20
Social Media
  • New Technologies
  • Audience participation in news gathering and
    dissemination
  • Everyone is a reporter
  • Traditional media reconsider role in crisis
    communications
  • Rumor versus Fact

Slide 15-
21
Social Media
  • Social Media versus Traditional Media
  • First informers
  • Traditional media and government hierarchies
  • Changing roles

Slide 15-
22
New Media
  • Evolution of New Media use in Emergencies
  • Increase in extreme weather
  • New technologies since 2001
  • Rise of citizen Journalists

Slide 15-
23
Participatory Media
  • Coming of Age of Participatory Media
  • 2004 Asian Tsunami
  • 2005 London Bombings
  • 2005 Hurricane Katrina

Slide 15-
24
2004 Asian Tsunami
  • Blogs
  • Websites
  • Message boards

Slide 15-
25
2005 London Bombings
  • Cell photos
  • Websites
  • Flickr

Slide 15-
26
2005 Hurricane Katrina
  • Blogs
  • Message boards
  • Bulletin boards
  • Google Earth and Google Map

Slide 15-
27
Social Media
  • Recent Events and Social Media
  • 2006 Java earthquake mobile phones
  • 2007 Wildfires in Southern California citizen
    generated photos

Slide 15-
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