• The individuals or groups that will be communicating inside and outside the organization during this crisis situation
One individual that should be communicating inside and outside the organization is the primary spokesperson this person will be, making official statements and answer media questions throughout the crisis on behalf of the Company.
A back-up to the designated spokesperson should also be identified to fill the position in the event that the primary spokesperson is unavailable.
In addition to the primary spokesperson and the backup spokesperson, individuals who will serve as technical experts or advisors should be designated. These resources might include a financial expert, an engineer, a leader in the community or anyone your
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company deems necessary during a specific kind of crisis. This will take some brainstorming by the crisis communication team since what is needed may not always be apparent. There should be an authority or technical expert in their field and be available to supplement the knowledge of the spokesperson. Criteria for the spokesperson, backup spokesperson and crisis communication expert is: comfortable in front of a TV camera and with reporters. Preferably, skilled in handling media, skilled in directing responses to another topic, skilled in identifying key points, able to speak without using jargon, respectful of the role of the reporter, knowledgeable about the organization and the crisis at hand Able to establish credibility with the media, able to project confidence to the audience, suitable in regard to diction, appearance and charisma, sincere, straightforward and believable, accessible to the media and to internal communications personnel who will facilitate media interviews, able to remain calm in stressful situations. In addition to the designated spokesperson and backup, it can be anticipated that other parties involved in the crisis; police, fire department, health officials, etc., will also have a spokesperson. It is important to obtain the identity of that individual as early as possible so all statements and contacts with the media can be coordinated between the two individuals and their organizations/interests whenever possible. Retrieved from: http://www.niu.edu/newsplace/crisis.html • Potential advantages and challenges associated with communicating within the organization and with the public and private sectors during this crisis situation With new threats constantly emerging, it is essential to understand how changing trends and innovations such as social media (e.g., YouTube, Facebook, Twitter and more) are shaping the what, why, how and timing of public – and private – informational and call to action messages during times of crisis. Recognizing these challenges and opportunities, public health and emergency management professionals are taking advantage of the rapidly evolving communications landscape of social media to reach more people with more relevant messages during public health and safety emergencies. Social media is allowing them to have direct access to the public on everything from salmonella- related food recalls to disease outbreaks and weather emergencies. On Mar. 31, 2009, at the APHA headquarters in Washington, D.C. A select group of leaders and practitioners engaged in public health, emergency response and crisis communications agreed that the use of social media during emergencies is leading to a roadmap to help disaster planners, emergency managers and public health officials craft a unified strategy on applying social media to communicating with the media, the public and key stakeholder groups. Retrieved from: http://www.disaster-resource.com/index.php?option=com_content&view=article&id=839:risk-communication-and-social-media-&catid=9:crisis-response • Differences in communication processes used in crisis situations, including what you learned from the situations in the scenario and how you might incorporate that knowledge to improve health care communication strategies (Communication with the people to get the word out).
The Center for Disease Control and Prevention states that health communications take many forms both written and verbal. We will have to set our communication objectives (what do we want to accomplish), analyze and segment target audiences (who do we want to reach), select communication channels (where do we want to say it), select, create and pretest messages and products (how do we want to do it), implement communication strategies and conduct process evaluation (getting it out there), conduct outcome and impact evaluation (how well did we do?) and review background information to define the problem (what’s out there). (Center for Disease Control and prevention. 2015. What is health communications? Retrieved http://www.cdc.gov/healthcommunication/healthbasics/whatishc.html)
• Appropriate technology, such as social media, affecting communication during the crisis situation and how these technologies may be used to enhance communication
Social media are fundamentally changing the way people inform themselves, interact, and engage in issues they deem relevant. Speed may be the most obvious impact of social media on crisis handling.
How technology might be used differently now than it was during the crisis
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situations described in the scenario If I may say technology now can be used to reach millions of people around the world whether its email, video conference “Skype” Cell phones and in most countries radio broadcasting for instance here in North Carolina some colleges send their students alert messages when there has been a shooting, robbery or whatever in the surrounding community or on campus and they will inform their students to stay in their rooms until further notice which I believe is a good idea for any facility to do because keeping people safe and out of harm’s way is very important. I’m not sure if you know this or not but technology such as mobile phones can also inform people when there is going to be severe thunder and lightening the mobile phone will also send an alert when a tornado has touched down somewhere it will even tell you how fast the tornado is moving, how strong the winds are blowing and how long the weather is expected and I really think that is unique for companies to do that and they even have it where if an elder person goes missing they will put out a silver alert for the person and when it comes to children they will send out an Amber Alert to everyone’s cell phone which is completely understandable but when it comes to situations like contaminated water having life-threatening biological agents in it they won’t send an alert to people with whom the area it affects in fact here in Fayetteville, North Carolina one company did have something similar like this happen but instead of sending Alerts they informed us through the radio and ABC 11 News which by the time I had gotten the message or heard about it I had already drunk some faucet water and I became ill and went directly to the hospital to get treated and by the time I made it to Wal-mart the shelves of bottle water and jugs were gone so I believe that in this scenario if companies can come out with an alert and send it to people phones when the water has become contaminated I believe it can prevent more people from becoming sick like what happened to me and I believe it will better prepare people in situations like this wouldn’t you agree with this statement Because I believe it will help a lot of people? • Media opportunities during this management crisis Public emergency planners should acknowledge the media's role in a crisis and plan to meet reasonable media requirements during the crisis. Media representatives have space and time to fill and deadlines to meet. Know those deadlines and work to accommodate them. As a public organization, the most ethical way to approach that responsibility is to provide all media with fair access at the same time.
Through the use of pre-established e-mail addresses, fax numbers, and onsite media opportunities (including teleconferencing so that media away from the event can attend), you can be the pillar of fairness. In the first critical hours or days of an emergency, do not play favorites; equal access to information is imperative. With that said, you should provide for the local media first. Do not discard them in favor of the national media and the well-known names. They will be there long after the initial phases of a crisis or emergency is over and long after the national media have gone home. Local media are counting on local response officials to work with them, and you should. If you are the public information official at the local level, think local media. If you are at the State level, think regional media or border media, and at the national level, think national media. Retrieved From:
https://www.wvdhhr.org/bphtraining/courses/cdcynergy/content/activeinformation/essential_principles/EP-media_content.htm
The Public Information Officer will schedule regular media briefings and update the hospital website with information regarding the crisis situation. Information provided internally would provide additional operational details to the hospital staff to enable them better understand what is expected of them to meet the challenges of the situation.
There are different forms and reason people communicate in a health and social care environment. Methods of communication used in social care settings range from verbal and non-verbal communication and as such, communication is the exchange of information between people in an organisation (BTEC, 2010). Pearson Education Limited identified the different reasons people communicate which are; to express needs; to share ideas and information; to reassure; to express feelings and/or concerns; to build relationships; socialise; to persuade, argue and inform; to compliment and gain attention; to learn, teach and educate; to ask questions and to share experiences (2013). Hence, Communication is about making contact with others, we communicate to understand and to be understood. Thus, it involves
Insure that the functions and roles referenced in this plan can be assigned individuals as responsibilities, or delegated to an external organization for help.
After a massive powerful storm hit the northern Illinois service area of electric utility Commonwealth Edison on July 11, 2011, more than 900,000 customers were left without power during a hot, humid summer. ComEd crews and assistances from other states worked for days afterward the storm to restore services. Meanwhile, the company’s months-old social media (eChannels) strategy was put to its first major test. Its social media strategy goal was to “ understand the customers – ask, listen and be responsive,” enhance and communicate ComEd’s brand,” and “develop a consistent communications message for customers, employees, stakeholders and regulators.” They also followed six-part approach to using social media - monitor, respond, analyze, market, share and collaborate. (Commonwealth Edison: The Use of Social Media in Disaster Response, Page 5 & 6.) The social media team/crew, part of ComEd’s customer operations division, worked around the clock to respond to posts from customers on Facebook and Twitter. Engaging directly through social media was a good way to display and strengthen their relationships with customers and the general public, which was consistent with its corporate goal: “Keep the lights on and information flowing.” (Page 2.) The crew also did good job on handling customer quires, answer each individual tweet, and continued working for two weeks to be sure all questions were answered, directin...
The article explains how and why organizations use specific types of action and specific types of artifact in their crisis response strategies. The findings have both theoretical and practical implications. On a theoretical level, the article enlarges the body of literature on crisis communication by taking into account all the visual, auditive, and tactile aspects. On a practical level, Frandsen and Johansen also manage to draw on a real case study of the Wash & Go rumor crisis to illustrate vividly their theoretical points. The authors break down Procter & Gamble’s whole crisis communication plans into specific activities. This helps other organizations seek most appropriate ways to better inform and protect themselves in the face of rumor crisis. In terms of text structure, the article is organized in a logical order. In addition, the authors mention the outline in the article introduction, which makes the article easy to
..., Crisis communication failures: The BP Case Study, International Journal of Advances in Management and Economics, Issue 2, March-April 2013, accessed 28 March 2014,
vi. Telephone numbers and/or e-mail addresses for all persons to be contacted in the event of a disaster, including the following: 1. Members of the immediate response team, 2. Facilities at which backup data is stored, 3. Information systems vendors, and 4.
Effective communication in its various forms is the substratum of crisis management. Internal and external communication is essential during times of crisis if a successful outcome is to prevail. In a crisis, people’s lives are often at risk, these are lives that can be lost or protected; however, their fate lies in the hands of information. A breakdown in communication during times of crisis will interfere in dispensing pertinent and time sensitive information to the target audience, thus placing them at a gross disadvantage in protecting their health. During a crisis, it can be extremely costly to falter in delivering accurate, detailed, and informative information.
Cameron D. - He handles scheduling and shift changes. Any new shipments coming in he double checks with our spreadsheets. In addition to that he handles birthdays and special events
If a disaster or emergency crisis occurs at the company or the facility that could potentially cause damage to the surrounding community. The contingency plan should include working with the public safety agency to develop procedures for advising and dealing with the public. At times, the crisis could be very serious that the media may presence on the scene or calling for information. To avoid sending out wrong information that could be damaging, the company should have a policy that only authorized spokesperson should with the press or anybody seeking information concerning the incident. The management must communicate the policy to all the employees and also explain the importance of speaking with one voice.
Social media boasts the ability to keep us up to date with breaking news worldwide (Mensah, 2014). Think of the amber alerts that come to your phone, now think of all the people who do not know how to use a phone or don’t have one. Social media can allow us to have access to that information, online, and share it with each other. Over 30% of the adults who use Facebook use it to get their news (Anderson & Caumont, 2014). For example, recently police had four states under watch for a man who killed another man on live video. Other than amber alerts, people were sharing it throughout multiple states and districts. Imagine there is a mass terror attack in another country, people who may not watch mainstream news but use social media like Twitter, will be informed by the end of the news
The first element to make a successful crisis management team would be to make sure I employed a superior from each department. I would prefer for the employee to have either years of experience or a college degree in the related field. I have met people that have 15 plus years of experience in a trade that know more about the current times unlike someone who graduated from college, however, there ones who graduated from college with a degree hold more knowledge. I would also maintain a point of contact in each department. The superior from each department would inform the point of contact about the latest news, whether crisis related or non-crisis related.
Social media sites including Twitter and Facebook are in their infancy yet play an increasingly important role in the response to a disaster. After all, “one of the basic tenants of emergency management is mass communication and being able to deliver pertinent information to those who need it” (Gould, 2012). Social media offers an avenue to obtain up to the minute information on a given situation right in an individual's hands thanks to the proliferation of mobile devices. “Each disaster sparks its own complex web of fast-paced information exchange. It can both improve disaster response and allow affected populations to take control of their situation as well as feel empowered” (Maron, 2013). While traditional forms of media, print, radio and television in particular, have been the standard since the inception of the emerg...
Lets take a look at natural disasters, social media helps spread knowledge about events. Not everyone watches the news, and I am sure that those people who don’t watch news have some type of social media. Natural disasters are important and social media helps us be aware of our surrounds where ever we may be. Newspapers can only do so much and they take time to print and reach everyone. In critical circumstances newspapers needs to spread fast even cross borders, however social media ends up doing exactly
P.N Howard and MR. Park (2012) – Social Media is a medium consisting of three parts, namely information infrastructure and tools used to produce and distribute media content, media contant can be personal massages, news, idea, and products digital from are individual organitations and industries. In general definition of social media is the media associated with the majority in use by teenagers, adults and children. Social media connect people who are on earth. Not only Indonesian connect with Indonesian but also beetwen Indonesians with foretgners. Social media is very important for community. Because it always people to communicatate in rarely distant. Social media also provides up to date information.