2013 PRSA Health Academy: Presentation on Crisis Communications

Getting out of the Fire:

A Case Study in National Crisis

Response

Brendon Shank - Society of Hospital MedicineTodd Von Deak, MBA, CAE - TVD Associates

PRSA Health Academy - May 2013

Todd Von Deak, MBA, CAE

How your organization “acts” in the years leading up to a crisis matters!

Brendon Shank

Think big. Crisis tempts us to get small...

Big Take-Aways: Any Others?

@bshank @tvondeak

“Every second counts. Stakeholders are

demanding new levels of transparency and

accountability. Every company is or will be in

crisis. Those that answer the call transform crisis into opportunity.

Those that don’t risk everything.

Richard Levick, Esq.www.levick.com

@bshank @tvondeak

What’s a Crisis?

@bshank @tvondeak

This is a Pretty Good Sign

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@bshank @tvondeak

But This Was the Confirmation

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@bshank @tvondeak

Potential Misstep #1

@bshank @tvondeak

Action Step #1 - Set Up Watch Towers

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Potential Misstep #2

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Potential Misstep #3

@bshank @tvondeak

- Do Good

- Build strong external relations

- Establish crisis preparation process for the first 24 hours of a crisis

- Have bridge messages at the ready as a foundation

- Establish leadership team and spokespeople in advance

Act Before

@bshank @tvondeak

Act During

And Ride the Waves...

@bshank @tvondeak

SHM supports the call to action by Senators Baucus and Grassley on the critically important issue of disclosure in healthcare…we will continue to work towards becoming a model for others.

We have learned from this experience, are proud of our current actions to be transparent and open in all of our communications, and we will continue to work towards becoming a model for others.

SHM supports the call to action by Senators Baucus and Grassley on the critically important issue of disclosure in healthcare. We look forward to continuing to make a positive contribution to their efforts.

SHM began to work with CMSS to reshape our transparency and conflict of interest policies…and we will continue to work towards becoming a model for others.

Prior to when this issue was first reported in 2010, SHM began to work with the Council of Medical Specialty Societies (CMSS) to reshape our transparency and conflict of interest policies. We have learned from this experience, are proud of our current actions to be transparent and open in all of our communications, and we will continue to work towards becoming a model for others.

@bshank @tvondeak

@bshank @tvondeak

In the End, A Little Luck Doesn’t Hurt

@bshank @tvondeak

Todd Von Deak, MBA, CAE

How your organization “acts” in the years leading up to a crisis matters!

Brendon Shank

Think big. Crisis tempts us to get small...

Big Take-Aways: Any Others?

@bshank @tvondeak

Brendon Shank - Society of Hospital Medicine

bshank@hospitalmedicine.org@bshank

Questions?

Todd Von Deak - TVD Associates

todd@toddvondeak.com@tvondeak

@bshank @tvondeak