Snakes on a Plane and Your Crisis Communications Plan
- 1. Snakes on a Plane and Your Crisis Communications Plan
April 19, 2017 Meeting
Presented by
- 2. 1. “There is nothing so eloquent as the
rattlesnake’s tail.”
2. “A snake can change its skin but not its
disposition.”
3. “Look before you leap, for snakes
among sweet flowers do creep.”
4. None of the above
- 3. Snake found on a plane. Yes, really...
snake on a plane 22 Mar 2017
- 6. Crisis breaks
News media picks it up
Story goes viral
Impact on your business
- 7. “A lie gets halfway around the
world before the truth has a
chance to get its pants on.”
- 9. General best practices and tactics for crisis
communications
Creating a unified front in your business and
with your clients
Crafting crisis communication tactics
Balancing ethical requirements with reality
- 10. What Can’t Be Said:
(a) A lawyer who is participating or has participated in the investigation or
litigation of a matter shall not make an extrajudicial statement that the lawyer
knows or reasonably should know will be disseminated by means of public
communication and would pose a serious and imminent threat to the fairness
of an adjudicative proceeding in the matter.
- 11. What Can Be Said:
(c) Notwithstanding paragraph (a), a lawyer may make a
statement that a reasonable lawyer would believe is required to
protect a client from the substantial undue prejudicial effect of
recent publicity not initiated by the lawyer or the lawyer’s client.
A statement made pursuant to this paragraph shall be limited to
such information as is necessary to mitigate the recent adverse
publicity.
- 14. Case/client
• High profile matter/client name
• Part of national news trend
• “Dirt” dug up on your business/client
Business
• Alarming reduction in revenue/loss of client(s)
• Top leader is convicted of a crime
• Company’s image is tarnished because of your client
- 21. Clear and short answers
Stay on offensive
Respect “pushy” reporters
Practice
- 22. Acknowledge: “We understand that our client
has been accused of…”
Bridging: “What’s most important is that…”
Facts are facts: “We have served the
community for 50 years and will continue to
serve through…”
Move forward: “While the investigation
continues, we’re encouraging everyone to…”
- 24. “Yes, the Securities and Exchange Commission is still investigating
the matter, we are fully cooperating with them, and we will provide
updates as we have them available.”
“This is what we have confirmed ______. More details may emerge as
the criminal investigation continues.”
“(Name of business) is committed to seeing the due process of our
legal system play out, and we are cooperating with all government
agencies.”
“Our hearts and minds are with those who have suffered a terrible
loss because of what happened at the production facility. We will
continue to provide more details when feasible.”
“To protect the privacy of individuals, we can only confirm what has
been publicly available.”
- 25. Know nothing, say nothing
Play the Lone Ranger
Hate the messengers
Forget the feelings
Don’t practice
- 26. Contact lists (e.g., crisis team, media lists)
Access to social media channels
Professional service providers
- 27. Time to hit the “reset” button?
Appreciation and gratitude contact lists
Did systems work in “real time?”
Media analysis: coverage and corrections
Modifications to communication files
- 30. Crisis communications = insurance
Employment/client agreements
Train key crisis communications team
Test during regular hours and off-hours
- 32. ‘We Didn’t Lie,’ Volkswagen CEO
Says Of Emissions Scandal 1/11/16
Volkswagen CEO Matthias Mueller: We’re doing our utmost.
We have worked night and day to find solutions. Not only technical
solutions. It’s a lot of work for the lawyers and also for the press
department.
- 33. Volkswagen’s
Big American
Comeback 4/4/17
VW has had low market share in the United States for years. To claw some of
that away from rivals, it obviously has to grow more rapidly than the market.
VW’s 10% improvement in the first three months of the year handily bettered
an industrywide drop of 1.5%.
- 34. Confirm that you have a plan
Review resources listed
Learn from others
Editor's Notes
- Ask participants what they hope to learn from today’s presentation
- FBI agent Nelville Flynn (Samuel L. Jackson) boards a flight from Hawaii to Los Angeles, escorting a witness to trial. An on-board assassin releases a crate of deadly serpents in an attempt to kill the witness. Flynn and a host of frightened passengers and crew must band together to survive the slithery threat.
- It was left on a commuter flight after a passenger had left the animal, which was listed as a pet, in the cabin on a previous flight.
Passengers were first made aware of it when the pilot announced: "Guys, we have some loose snake on the plane, but we don't know where it is.“ The pale yellow five foot snake wasn't venomous and was first spotted by a boy who was climbing his seat. When he saw it, the snake was asleep and partially covered by a duffel bag near the back of the plane.
According to his mother, Anna McConnaughy, there wasn't much of a panic on board.
She explained a pilot came back to lead a short discussion with a flight attendant on how to capture it.
Staff then grabbed the snake by the belly and dropped it into a plastic trash bag.
It spent the rest of the flight in an overhead storage bin, and the plane reached Anchorage on schedule. The crew were first made aware of the snake when an unnamed passenger reported his pet was missing after he got off a flight to Aniak, which is also in Alaska, and suggested the reptile was likely to be on the return trip to Anchorage.
Ravn Alaska spokesman William Walsh said the airline was thankful for the heads up but added the passenger had violated airline policy by bringing the snake aboard without declaring it.
He didn't confirm the type of snake or whether the passenger could face charges.
- Share example of suburban church with child sexual abuse admin person verses youth director
- The first social media site that everyone can agree actually was social media was a website called Six Degrees. It was named after the ‘six degrees of separation’ theory and lasted from 1997 to 2001. Six Degrees allowed users to create a profile and then friend other users. Six Degrees even allowed those who didn’t register as users to confirm friendships and connected quite a few people this way.
- We’re not sure about this quote.
he report, published May 26, 2016, is titled, “News Use Across Social Media Platforms 2016.” It leads with the finding that 62 percent of Americans get news from social media, while the Facebook-specific 44 percent number appears a few paragraphs in. But you don’t have to read past the first sentence to see that there’s a crucial qualifier to this finding. The report begins, “A majority of U.S. adults—62%—get news on social media, and 18% do so often ... ." That's right: 18 percent. So while it's true that most adults get at least a little bit of news from social media, it's deeply misleading to say that a majority "rely on" social media as a news source. It would be more accurate to say that fewer than 1 in 5 Americans routinely turn to social media as a news source, according to Pew's data.
- Depending on what surveys you read, it appears, on average, about a 1/3 of businesses don’t have a crisis communications, plan. While that is of concern, most who do, don’t regularly update them.
- Natural, man-made, ethical, professional conduct, personal lives
- Example with Academy awards
- Example with business training losing one of two partners
- Firestone and Ford tire issue
- For corrections bullet mention Detriot Auto parts CEO clean up
- Mention TCPR resource guide avaiable
- Personal Bill Cosby feelings