QuickTime™ and a
h264 decompressor
are needed to see this picture.
Developing an Issues Management
Plan
Poor Crisis Management
NEW YORK (AP) -- Lingering images of passengers
stranded at sea for days as toilets back up and air
conditioners fail have been enough to keep
vacationers away from Carnival Cruise Lines, even
as the company continues to discount sailings.
The cruise industry has mostly rebounded from the
economic downturn but Carnival Corp.'s namesake
brand can't seem to shake a spate of bad publicity
from earlier this year when three ships suffered
mechanical problems and fires.
What is an Issues Management Plan?


Contains a clear media relations policy
establishing who is responsible for dealing with
the news media
Creates a policy for employees who are
contacted by the media but are not authorized
spokespersons
What is an Issues Management Plan?


Anticipates the most likely problem areas for the
organization
Lists contingencies for dealing with these types
of issues
Important Components






Up to date
Honest analysis
Can be implemented quickly
Is practice
Takes legal issues into account
Does not overburden management
QuickTime™ and a
h264 decompressor
are needed to see this picture.
What is an Issues Management Plan?




Includes a legal component
Recognizes and has provisions for times when
the organization’s offices are closed or key
executives are not immediately available
Takes into account public perception of the
organization’s actions
Identifies outside support staff such as media
relations experts
What is an Issues Management Plan?


Is flexible enough to allow for unexpected
issues
Has been tested, updated and rehearsed
Table of Contents

Introduction .................................................................................................................................................. 3


Death of a Corporate Executive* .................................................................................................................. 7


Kidnapping of a Corporate Executive* ......................................................................................................... 8


Regulatory Action – Federal, State & Local* ................................................................................................ 9


Rumor* ....................................................................................................................................................... 10


Data Security Breach*................................................................................................................................. 11


Death of an Employee................................................................................................................................. 12


Product Recall ............................................................................................................................................. 13


Health Related Issues.................................................................................................................................. 14


Consumer Complaint Alleging Personal Injury or Dangerous Product ....................................................... 15
Definition of a Priority Issue
The safety and well-being of our customers or
employees
Our ability to conduct business
Our company's image
Our Stakeholders
Media Policy
“I am not a spokesperson for ____________ and
cannot be quoted in your story. However, I can
take your name, telephone number and the nature
of your inquiry and see that it is referred to our
corporate office for a response."
This should be your consistent response even if the
reporter continues to press the issue. Remember:
Anything you say to a reporter can be quoted.
Never use terms such as “No Comment”.
QuickTime™ and a
h264 decompressor
are needed to see this picture.
Who Activates the Team?
The issues management committee shall be called
together by the team co-chairman or company CEO. In
the event that they are unavailable, any member of the
Issues Management Committee may initiate the team or
decide which team members or ad hoc team members
should be called together to address a specific issue.
Legal counsel is responsible for determining whether the
situation is a “Material Issue” that requires notification of
regulatory agencies, insurance carriers or the Board of
Directors.
Robbery, hostage taking, workplace violence


Draft Statement
“At approximately ______we were notified that (the following situation) has
occurred at our location at ________. The issue is being managed by law
enforcement agencies on the scene. At this time we are referring all questions
to these agencies.”

Note: In this type of situation you will also want to provide internal
communication to your associates within the organization – especially if there
have been injuries, is an ongoing hostage situation or a death has occurred.

Do not allow photography inside the building or allow reporters to enter the
building. Public safety officials will assist with this issue. Under the media
relations policy, employees should not give media interviews.
Robbery, hostage taking, workplace violence

Notification

The first employee aware of the incident should first notify the police. The employee should then notify XX.

Issues Management Committee

Decides what type of aid the corporation will make available immediately to the victim’s family.

Human Resources

Notifies the employee’s family

If the injury is serious, the family may be notified by public safety officials or the hospital where the employee is
being treated. If this notification has not taken place then a representative of the Human Resources Department
may communicate with the family.

The Issues Management Team implements the communications plan and determines whether an on‐scene
company spokesperson is required due to continued media coverage. Issues Management Team will identify
designated corporate spokesperson.

When You Don't Have All the
Answers
When You Don’t Have All the Answers
Initial Powell Video
QuickTime™ and a
h264 decompressor
are needed to see this picture.
Kunkle on Powell
QuickTime™ and a
h264 decompressor
are needed to see this picture.
State Fair Sky Ride Accident
Interview with State Fair Director
QuickTime™ and a
h264 decompressor
are needed to see this picture.
Media Emergencies and You The
Right Way
QuickTime™ and a
h264 decompressor
are needed to see this picture.
Assignment




Select a company
Research and identify five likely crisis situations
for the organization
Illustrate your choice with an example of such a
crisis from the news media
Attach examples to a one page report
explaining why you think they are relevant
Who Are the Players?







News anchor – local
News anchor - national
Newscast Producer
Executive producer - local
Executive producer - national
Segment producer
News director
Who Are the Players?







Assignment editor
Legal counsel
Ombudsman
Station Manager
Station President/Vice President
Reporter – local
Reporter - national
Who Are the Players - Print



Newspaper managing editor
Newspaper publisher
Newspaper editor