Crisis Communication Plan

Crisis Communication Plan

Therese GrievesNicole KatoAshley LewisTim Lussier

Crisis Communication Plan

Therese GrievesNicole KatoAshley LewisTim Lussier

Agenda

• Why do you need a CCP?

• Crisis inventory

• 24 sections of the CCP

• Summary

• Q&A

Why do you need a CCP?

• Prevent fatalities and injuries to employees and the public

• Provide guidelines for decision making

• Ensure accurate, consistent, and timely communications

• Protect the HPFEB’s reputation, and support rebuilding efforts

Crisis Inventory

0

1

2

3

4

5

Tsunami Earthquake Flooding Terroristattack

Hurricanes

Damage

Probability

Sections of a CCP•Cover Page•Table of Contents•Introduction•Acknowledgements •Rehearsal Dates•Purpose and Objectives•List of Key Publics•Notifying Publics•Identifying the Crisis Communications Team

•Crisis Directory•Identifying the Media Spokesperson•List of Emergency Personnel and Local Officials•List of Key Media•Spokesperson for Related Organizations•Crisis Communications Control Center

•Equipment and Supplies•Pregathered Information•Key Messages•Website•Blogs and Social Media•Trick Questions•List of Prodromes•List of Related URLs•Evaluation Form

CCP Introduction

• Written by:– HPFEB Executive Director Gloria Uyehara

• Purpose: – To persuade employees to take the CCP

seriously

CCP Introduction

• Stresses:– Effective federal coordination and

communication is essential to maintain control of events when a crisis strikes

• Defines:– Authorities and responsibilities of federal

agencies to protect personnel and provide direction

Acknowledgements“By signing this statement, I confirm that I have read and

understand this CCP and will be prepared to put it into effect.”

•Chair RADM Charles Ray (USCG)•Vice Chair Colby Stanton (FEMA, Region #9, PAO) •Executive Director Gloria Uyehara•Deputy Director Toni Allen•Larry Brantley (GSA)•James Hirai (APCSS)•Bruce Murley (DHS)

•Christina Seu (SSA)•Col Kent Simon (DISA-PAC)•Ron Simpson (FAA)•Dr. James Hastings (VA)•Ryan Okahara (HUD)•David Gullick (DHS)•Steven Mullen (DoS)•Jeff LaDouce (NOAA)

Rehearsal DatesDate of Rehearsal Participants Present at

Rehearsal

November 2012 (No Notice: tsunami and earthquake) FEB Staff and Board of

Directors

May 2013(Developing: hurricanes pandemic influenza outbreak) FEB Staff and Board of

Directors

November 2013(No Notice: volcanic eruption and flooding) FEB Staff and Board of

Directors

May 2014(Developing: scheduled events with high probability of impact to federal workplaces)

FEB Staff and Board of Directors

November 2014(No Notice: terrorist attack) FEB Staff and Board of

Directors

May 2015(No Notice: industrial chemical release) FEB Staff and Board of

Directors

November 2015(Developing: personnel or civilian crisis) FEB Staff and Board of

Directors

NOTE: All rehearsals will include professional media trainingNOTE: All rehearsals will include professional media training

Purpose

• Provides operational structure, guidance, and the assignment for responsibilities

• Provides a unified message of dismissal, evacuation, or cancellation of scheduled work hours, or will recommend alternatives from the normal daily work schedule (such as telecommuting) to the federal agencies located in the State of Hawaii

ObjectivesDisseminate timely HPFEB decisions to all participating federal agencies concerning natural or manmade disasters regarding the dismissal of federal employees

Communicate effectively to all federal employees (and their families) during a crisis through different mediums, including the news media, Internet, and social media sites with the goal to protect federal employees

Maintain an honest and reliable reputation with related publics throughout and after the crisis

List of Key Publics

INTERNAL PUBLICS

• Federal Executive Board Members

• Federal Employees

• Director of FEB Operations, U.S. Office of Personnel Management

• Executive Director, San Antonio FEB

List of Key Publics

EXTERNAL PUBLICS

• News media

• Key Congressional officials

• Key State officials

• Key City and County officials

Notifying Publics• “No notice” emergency

– Tsunami– Earthquake– Volcanic eruption (Big Island)– Flooding – Terrorist attack– Industrial chemical release

• “Developing” emergency– Hurricanes– Impact to federal workplaces during

scheduled events– Pandemic influenza incidents– Personnel or civilian crisis

Notifying Publics cont.The CCP provides a system for contacting each public.

This includes emails, conference calls, a phone tree, website updates, Facebook updates, and Twitter updates.

For example: •HPFEB Executive Director contacts:

Federal agency headsNews media

•HPFEB Executive Director initiates contact with: Members of the CCTThe HPFEB chairperson

•The Director of FEMA PAO may contact:Hawaii Civil Defense

Notifying Publics cont. • The CCT will consider the damage and/or risk of

the emergency on federal workers and federal property. The CCT will then make the decision to recommend curtailment of federal operations.

• The CCT will select one of the prepared media announcements or will modify or develop the announcements for the media and federal agency directors.

• The CCT will continue to meet in person during the course of the emergency to oversee the implementation of the CCP and to coordinate additional guidance for federal employees.

• Crisis Communications Team Manager – Executive Director Gloria Uyehara

• Assistant Crisis Communications Team Manager – Director of Federal Management Agency PAO Colby

Stanton

• Crisis Communications Control Center Coordinator– Deputy Director Toni Allen

• Supporting Public Affairs Personnel

– Public affairs officers: General Services Administration, and Asia-Pacific Center for Security Studies (TBD)

– Member of National Oceanic and Atmospheric Administration (TBD)

Crisis Communications Team

Crisis Directory

This plan contains all members of the CCT, key managers in the organization, and key publics and organizations along with titles, business and home numbers, cell phone numbers, fax numbers, and email addresses.

For example: • Crisis Communications Team

• HPFEB Board Officers and Policy Committee

• Director of Operations U.S. Office of Personnel Management

Spokesperson

Primary Spokesperson: Rear Admiral Charles Ray Fourteenth Coast Guard District

First Alternate Spokesperson: Executive Director Gloria Uyehara

Second Alternate Spokesperson: Deputy Director Toni Allen

List of Emergency Personnel and Local Officials

• This is a list of police, fire officials, medical centers, and other emergency organizations that need to be contacted during a crisis.

– Medical Centers– Utilities– State Civil Defense– Key Federal Officials

List of Key Media

List of Key Media

• Radio Stations-KSSK 92.3 FM-KUMU 94.7 FM-KRTR 96.3 FM-KHPR 88.1 FM-KDNH 98.5 FM

List of Key Media

• Television News Stations– KHON 2 News (Fox)– Hawaii News Now (KGMB – CBS) (KHNL –

NBC)– KITV 4 News (ABC)– HPB Hawaii (PBS)

List of Key Media

• Internet newspapers– Hawaii Reporter– Honolulu Civil Beat– Hawaii Free Press

List of Key Media• Newspapers

– Honolulu Star-Advertiser– Pacific Business News– MidWeek– Honolulu Weekly

• Magazines– Hana Hou– Honolulu Magazine– Hawaii Business Magazine– Pacific Edge Magazine

List of Key Media• Wire News Services

– AP Hawaii

• Blogs– Hawaii Blog– Non-Stop Honolulu– iLind.net– Hawaii Vacation Blog– Bytemarks Cafe

Spokesperson for Related OrganizationsIn the event of a crisis, a spokesperson outside the federal government may be questioned regarding the federal governments response to the crisis.

With prior coordination from the FEB these spokespersons can reinforce key messages and lend credibility to the federal response.

For Example:– Spokespersons for the Governor of the State of

Hawaii and the Mayor of the City and County of Honolulu.

Crisis Communications Control Center

In the event of a crisis, the primary crisis communications control center would be at the headquarters of the Honolulu-Pacific Federal Executive Board.

PrimaryHonolulu-Pacific Federal Executive Board300 Ala Moana Boulevard Suite 4-123Honolulu, Hawaii 96580(808) 541-2637/2638

AlternativesHeadquarters Fourteenth Coast Guard District300 Ala Moana Boulevard, 9th floor Honolulu, Hawaii 96850

Federal Emergency Management Agency, Pacific Area Office 546 Bonney Loop, Building 520Fort Shafter, Hawaii 96858

Equipment and Supplies

Chairs and desksBulletin boardsFlip charts and chalkboardsComputersTypewritersPrinter, fax, scanner, and copy machines (or combination)Telephones and cellular phonesBattery-powered flashlights/lampsPhone directoryYellow and white pages  Contact list and media directories

Contact list of HPFEB agenciesMedia kitCopies of crisis management plans and CCPsFood and beverage for at least eight daysFirst-aid kitsCameras and filmExtension cords and generator power packsAccess to InternetIf possible, a quiet room where conference calls can be conducted

For Crisis Communications Control CenterFor Crisis Communications Control Center

Pre-gathered InformationThe CCP provides various documents that may be needed

during a crisis. Keeping these documents in multiple locations will ensure availability.

For example:

HPFEB Constitution

HPFEB History

Map of HPFEB Location

HPFEB Fact Sheet

Biography: Rear Admiral Charles Ray, Chair

Biography: Colby Stanton, CMT Vice Chair

Biography: Gloria Uyehara, HPFEB Executive Director

Biography: Toni Allen, HPFEB Deputy Director

Key Messages• All messages start with

– “This is an advisory notice for federal agency employees from the Honolulu Federal Executive Board.”

• Examples of prepared emergency announcement include:– Federal agencies open– Federal agencies open but under unscheduled leave policy– Federal agencies open under an adjusted home

policy/unscheduled leave policy– Federal agencies operate under the Early Dismissal Policy– Early dismissal – Telework

• The CCP has provided HPFEB with prewritten messages to be used during a crisis. This CCP incorporates Dr. Covello’s key templates when pertinent (i.e., KDG, CCO).

WebsiteWebsites are good places to post information to prevent calls to the office.

Blogs and Social MediaMonitor blogs and social media for awareness

CCP has included recommendations:Facebook:

Updated to timeline (latest version)

Twitter:Continue use of TwitterPrepare 140 character blast messages

Blogs:Monitor blogs for awarenessStart a blog

Facebook

Trick Questions

• Spokespersons must be prepared to answer challenging trick questions.

• For example:– “Was it the Federal Governments fault

that the crisis occurred?”– “Has the Federal Government failed to

plan for this or was it the State Governments fault?”

– “Why didn’t you do more to prevent this crisis?”

• Included: – Checklist for news conference

List of Prodromes

• DEFINITION:n. pl. pro·dromes or pro·dro·ma·ta (-drm-t)

An early symptom indicating the onset of an attack or a disease

• 9/11/2001 terrorist attacks• D.C. area sniper attacks• Government shut down• Earthquake/tsunami in Japan • Previous earthquakes/tsunamis in Hawaii• Pacific Disaster Center tsunami warnings

List of Related Internet URLs

The Honolulu-Pacific Federal Executive Board might need additional information from other organizations websites during a crisis.

• Government URLs• State URLs• Civilian URLs• Health Service URLs• Transportation URLs

Evaluation Form• Assessment is a crucial step in evaluating an

effective CCPafter a crisis has occurred.

• The CCP provides a simple tool to determine what did and did not work.

• In addition, the evaluation process can be helpful when planning, preventing, and coping with future crises by analyzing what needs to be improved in the CCP.

Appendix

Appendix A: Crisis Communication Press Conference ChecklistAppendix B: Spokesperson Opening/Closing StatementAppendix C: Media AdvisoryAppendix D: Press ReleaseAppendix E: Complete Media List (May 2012)Appendix F: Glossary of TermsAppendix G: Responsibilities of Federal AgenciesAppendix H: Incident Information SheetAppendix I: Telephone Log SheetAppendix J: HPFEB Organizational Chart Appendix K: Directions from HPFEB to FEMA PAOAppendix L: Telephone TreeAppendix M: Crisis Inventory

Summary

• “It’s not a matter of if a crisis hits: it is a matter of when!”

• This CCP provides you the essential tools for the HPFEB to communicate efficiently and effectively in a crisis.

• The CCP is a living document.

• Read it, sign it, and be ready to implement it.

Questions?

Comments?

Crisis Communication Plan

Thank you for this opportunity

Therese GrievesNicole KatoAshley LewisTim Lussier