Insider's Guide to public information during crisis
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Insider’s Guide to: Public Information and crisis communications
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Transcript of Insider's Guide to public information during crisis
Insider’s Guide to:
Public Informationand crisis communications
Kia ora.*DISCLAIMER: You know your stuff #justsaying
Public Information Management :
So what is it?
The objective is to promote the effective management and exchange of information to aid decision making, support and communication.
“
”Clause 66(1); Emergency information management,National Civil Defence Emergency Management Plan
Information needs to be timely, relevant, consistent and reliable.
“
”Clause 66(2); Emergency information management,National Civil Defence Emergency Management Plan
Public Information Management :
Your role(s)
Your PIM role:
Right information at the right time
Your PIM role:
Champions thecommunity
Your PIM role:
Ensures an authorative voice
Your PIM role:
Advise & protectthe Controller
Your PIM role:
Don’t follow,be a leader
Public Information Management :
The structure
Public InformationManager
Public InformationManager
Public InformationManager
National Controller
GroupController
LocalController
Nationallevel
Group (Regional)Level
LocalLevel
Public InformationManager
Medialiaison
Web &socialmedia
CallCentre
Internal comms &intranet
Admin
Public Information
Manager
NATIONAL CONTROLLER
Public Information
Manager 2IC
Web
Manager
Stake-
holder
Relations
(internal)
Stake-
holder
Relations
(external)
Media
Manager
Intl Media
Liaison
(3)
Media
briefing
/ VIPs
(2)
Media
phone
(2)
Research
(1)
Writers
(2)
Research
(2)
Media
monitor
(1)
Online
Content
publisher
& social
media
(3-4)
Community
Relations
Manager
Call
Centre
Manager
Marketing
Manager
Graphic
Design
(2)
Mayor Press
Secretary
All of Govt
Communication
Secretary
(emails)
Customer
Service
Officers
(30)
Market/
Comms
(2)
CmmntyAdvisors
(4)
Public Information Management :
The media
Be timely
//flickr.com/logangorilla
Treat all media equally
Tailor to their strengths
//flickr.com/logangorilla
Radio:- immediate: first and fast- entirely there to help you- more regular updates- tell people what you want them
to know
Television:- fixed to deadlines & production- live coverage during news hours- powerful film footage (sight &
sound)- more in-depth interviews
Print:- good for photos- need more detailed information- are there for long haul- move quickly to recovery failures- 24/7 online news
media: the real oil
Public Information Management :
Media tools
media releases
Embed& attach
Number& time
releases
media stand-ups
Limit time &questions
Remember toalert EOC staff
press conferences
Live stream updates
media tours
Resourceheavy
Help peopleunderstand
response
Requirecareful
management
Public Information Management :
Other tools
community briefings
//www.stuff.co.nz/carysmonteath
Film communitymeetings
community briefings
Publish presentations
online
posters at key sites//www.stuff.co.nz
Date & timeeach edition
Keep track ofdistribution
factsheets & adverts
Don’t forgetother
languages
maildrops & visits
//www.flickr.com/redcross//www.thepress.co.nz
Know yourlocal welfare
networks
Some too traumatised to
hear officialmessages
EQ help? Call Govt
Hotline 0800779997.
Water/place to stay?
0800435700 or go to
Burnside HS, Pioneer
Stad, Rangiora Bapt
Ch. Home repairs?
EQC 0800326243
text alert all networks
your call centre
Assign liaison within PIM/EOC
Keep Govt Helplineinformed
0800 779 997
variable message boards
your website
your website
Make it easy toaccess & find
Update, update,update!
Provide imagegallery & timeline
Make it mobile responsive
elected members
Provide them withconstructive roles
Communities look toelected membersfor leadership and
reassurance
internal comms in EOC
internal displays
daily PIM bulletin board
rise of social media
Twitter is #1
authorative voice
release tips and facts
respond to queries
real-time feedback
Whoever is managing
the @ChristchurchCC
account is showing how
communication with
users and
announcements should
be done. #chch #eqnz
keep relevant & localised
thank those that help
deal to rumours
alerts to problems
@ChristchurchCC
extremely nasty
pot hole on Hills
Rd, right lane into
Shirley Rd, any
chance of fixing
before car gets
stuck? Thx
//www.stuff.co.nz
track event hashtags
“So is this stuffjust being a twit?”
Facebook #2
TradeMe #3
YouTube #4
social media monitoring
news sites
blogs
TradeMe community
YouTube Facebook
feedback forms
topic trends & emerging issues
planning & intelligence
Public Information Management :
Getting prepped
hard copy and electronic
• templates for media releases• public messaging scripts• instructions and policies• web URLs, usernames, passwords• contacts directories – media, staff, CDEM• photos of key spokespeople• radio frequencies• important phone numbers – utilities, Govt
current & back-up website
WordPress is aneasy alternative
Accessible fromanywhere, anytime
know your local webbies
Open access to data, others can mash-up
know google can help
Google Public Alerts
Google Maps &Google Earth
www.google.org/
crisisresponse
know your local cultures
Tips for translation:- Use active, positive language
- One idea or question per sentence
- Avoid phrasal verbs: hand out- Avoid idioms: tip of the iceberg
Know local ethnicmedia & liaison
Places of worship &food outlets
//www.thepress.co.nz
after-hours call centre
Do you haveafter-hours service?
Can you upscalequickly?
media accreditation
Create processbefore event
If possible, includephotograph
Create ‘check in’ &‘check out’ process
develop key policies
Public Information Management :
My lessons
Lesson #1:
Set clear goals & objectives
setting groundrules
Lesson #2:
Keep everyone informed, regularly
Lesson #3:
Scale up early & fast,normal business resumes
Lesson #4:
Have dedicated admin support
Lesson #5:
Keep social media outside approvals
Lesson #6:
Monitor, monitor, respond, monitor
Lesson #7:
Avoid spam & sattire
Shakey town Christchurch I think you could do with some McDonald’s #eqnz
Lesson #8:
Focus your social media channels
//flickr.com/frasergraham
Lesson #9:
Define & train spokespeople early
Lesson #10:
Use something old & something new
Lesson #11:
Think about your audiences
//www.thepress.co.nz
Lesson #12:
Network, prepare, play, practise, fix
Lesson #13:
Have some fun to get you through
//www.thepress.co.nz
Communication is the critical thing.
If you don’t do it right, you will be
judged to have failed, regardless of
what else you do with your fire
trucks and your response.
“
”Bruce Esplin, former Emergency Services Commissioner for Victoria- Black Saturday bushfire response
Jason DawsonGeneral Manager – Customer Relationships
07 838 6507 | 021 912 571
www.hamilton.govt.nz
Thanks.
