Crisis Communication Plan
Therese Grieves
Nicole Kato
Ashley Lewis
Tim Lussier
Crisis Communication Plan
Therese Grieves
Nicole Kato
Ashley Lewis
Tim 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
5
4
3
Damage
2
Probability
1
0
Tsunami
Earthquake
Flooding
Terrorist
attack
Hurricanes
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 Dates
Date 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 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
Objectives
Disseminate 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 heads
News media
• HPFEB Executive Director initiates contact with:
Members of the CCT
The 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
•
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 AsiaPacific Center for Security Studies (TBD)
– Member of National Oceanic and Atmospheric Administration
(TBD)
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
Organizations
In 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 HonoluluPacific Federal Executive Board.
Primary
Honolulu-Pacific Federal Executive Board
300 Ala Moana Boulevard Suite 4-123
Honolulu, Hawaii 96580
(808) 541-2637/2638
Alternatives
Headquarters Fourteenth Coast Guard District
300 Ala Moana Boulevard, 9th floor
Honolulu, Hawaii 96850
Federal Emergency Management Agency, Pacific Area Office
546 Bonney Loop, Building 520
Fort Shafter, Hawaii 96858
Equipment and Supplies
For Crisis Communications Control Center
Chairs and desks
Bulletin boards
Flip charts and chalkboards
Computers
Typewriters
Printer, fax, scanner, and copy
machines (or combination)
Telephones and cellular phones
Battery-powered flashlights/lamps
Phone directory
Yellow and white pages
Contact list and media directories
Contact list of HPFEB agencies
Media kit
Copies of crisis management plans
and CCPs
Food and beverage for at least
eight days
First-aid kits
Cameras and film
Extension cords and generator
power packs
Access to Internet
If possible, a quiet room where
conference calls can be conducted
Pre-gathered Information
The 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).
Website
Websites are good places to post information to prevent
calls to the office.
Blogs and Social Media
Monitor blogs and social media for awareness
CCP has included recommendations:
Facebook:
Updated to timeline (latest version)
Twitter:
Continue use of Twitter
Prepare 140 character blast messages
Blogs:
Monitor blogs for awareness
Start 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
Appendix
Appendix
Appendix
Appendix
Appendix
Appendix
Appendix
Appendix
Appendix
Appendix
Appendix
Appendix
A: Crisis Communication Press Conference Checklist
B: Spokesperson Opening/Closing Statement
C: Media Advisory
D: Press Release
E: Complete Media List (May 2012)
F: Glossary of Terms
G: Responsibilities of Federal Agencies
H: Incident Information Sheet
I: Telephone Log Sheet
J: HPFEB Organizational Chart
K: Directions from HPFEB to FEMA PAO
L: Telephone Tree
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 Grieves
Nicole Kato
Ashley Lewis
Tim Lussier