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CRISIS RESPONSEFOR NONPROFITS
Crisis Management / Crisis Communications is more than just what to say in an emergency.
Crisis comes from the Greek
KPIΣIΣa moment of choice
the management of choices at a turning point
How you choose determines the outcome.
Keys to Success
INSIGHTS FROM AMY COLLINS
SHOW COMMUNITY LEADERSHIP
EXHIBIT MENTAL READINESS
MAKE BUSINESS DECISIONS
BUILD YOUR TOOLKIT
ENGAGE YOUR STAKEHOLDERS
Effective crisis response requires MENTAL READINESS
DEEP KNOWLEDGE INTELLECTUAL RIGOR EMOTIONAL DISCIPLINE
Source: Logos Institute for Crisis Management and Executive Leadership; New York University; Columbia University
Make Business Decisions
Well-functioning crisis management team…
Procedures and protocols to mobilize quickly + effectively
Maximize the impact of the team in both prevention and response
Ask the right question
What would reasonable people appropriatelyexpect a responsible organization to do?
Source: Logos Institute for Crisis Management and Executive Leadership; New York University; Columbia University
Build Your ToolkitDo you have a plan? (I don’t mean a 3-inch binder.)
Chain of Command
Identified Team
Roles & Responsibilities
Contact List
Checklists
Messaging Templates
Engage Your Stakeholders
Media
Board
Donors/
FundersEmployees
Clients/
Customer
General Public
Others might include:• Government/Regulators• Partners• Advocacy Groups• Industry Groups
Chronology of Communication MattersYou don’t want your board members, employees, donors or clients to read about something for the first time on the front page of the paper.
Board Employees Donors Clients*
*Clients/Customers could extend to client families, too.
What Communications Channels Are Appropriate For Each Stakeholder Group?
Board
• (Zoom) Meeting
• Phone
• Text
Donors
• Phone
• Text
• Social Media(FB, Insta, Twitter, LinkedIn)
• Website
Employees
• (Zoom) Meeting
• Phone
• Text
• Website
What Communications Channels Are Appropriate For Each Stakeholder Group
Clients*
• (Zoom) Meeting
• Phone (Ind. or recorded blast)
• Text (Ind. or blast)
• Email (Ind. or blast)
• Social Media (FB, Insta, Twitter, LinkedIn)
General Public
• Social Media (FB, Insta, Twitter, LinkedIn)
• Website
• Email (blast)
• Via Media
• Phone (recorded blast)
Media
• Phone
• Email (Press Release/VNR or Media Statement)
• (Zoom) Press Conference
• (Zoom or Phone) Interviews
*Clients/Customers could extend to client families, too.
Messaging Baseline messaging templates should be done with broad buy-in before the onset of a crisis
Acknowledge
Express awareness of the event or issue
Empathy
Express empathy if there are victims or potential victims
Values
Express what the organization cares about
Approach/Actions
Describe how you will address issue + specific steps already taken
Commitment
Outline planned next steps + potential next steps
Statements should be legally vetted.
Source: Logos Institute for Crisis Management and Executive Leadership; New York University; Columbia University
EFFECTIVE PR STRATEGY
• Maintain media coverage (traditional + social media)
• Find timely and relevant angles
• Engage community; collaborate with partners
• Ensure your website reflects the COVID-19 situation
• Take care of employees as you can
• Let people know your status
STEAMBOAT NATCHEZ CALLIOPE TRIBUTE
LPIC TELEPRESSER
PRAYNOLA VIRTUAL PRAYER SERVICE
Keys to Success
INSIGHTS FROM AMY COLLINS
SHOW COMMUNITY LEADERSHIP
EXHIBIT MENTAL READINESS
MAKE BUSINESS DECISIONS
BUILD YOUR TOOLKIT
ENGAGE YOUR STAKEHOLDERS
Are you paralyzed? Are you dormant? Are you taking a wait and see approach?
If you answered yes to any of these, let us help.
Now’s the time to get ready for what happens next.
Visit GambelPR.com for COVID-19 resources and info on our Quick Assist Modules
V I R T U A L
QUICK ASSISTM O D U L E S
I D E A T I O N S E S S I O N
QUICK ASSIST
www.GambelPR.com | 504.324.4242
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