Development of a crisis management plan

Development of a crisis management plan

Section A

Select a small organization that you know well or have easy access to. Develop a crisis management plan for this organization that can cover any type of crisis, using your course materials as a guide. This crisis management plan should be no more than 10-15 pages long but can include appendices in addition to the plan. Appendices should contain supplementary information only, such as lists and forms – any information critical to the plan should be included in the plan.

When it comes to stakeholders, you must:

List the key stakeholder groups, carefully segmenting the groups. For instance, you would NEVER say “the general public”. This group would be broken down into a number of segments (with the general public, you would have literally hundreds, so carefully select the most relevant).

Give one paragraph explanation of each.

Outline the best ways to communicate with them (this is VERY important). Communication methods need to be relevant to the audience. For instance, you would not use a media release for people aged 18-25 who do not read newspapers or watch much TV and you wouldn't deal with older people solely via social media as many won't be on Facebook. If you were dealing with farmers, you would select the local farming newspaper as a key communication channel for this group.

While it is accepted that in-company and key stakeholder lists will be difficult for you to develop, you MUST develop a media contact list that is most relevant to your organization. This can be undertaken using the Margaret Gee’s online resource, available through the Library databases or by doing a Google search of media in your area. It must include radio, television and newspapers, plus bloggers and specialist freelancers if you can find them.

Section B

Then, referring to the list of crises that you included in your plan, select a particular crisis that figures highest on the impact/probability scale and develop a specific scenario, complete with date and time and what happened, plus the effects that would make this scenario a crisis. It must be a scenario that would be of interest to the media.

You then need to build materials specific to this scenario, consulting your materials on how each of these tools should look:

A. a profile of three of the most relevant stakeholder groups to this crisis, including the best means of communication with these stakeholders (this does not have to be limited to one means). This profile must detail demographic and psychographics features where relevant. Media for instance, will not have psychographic factors, but it WILL have readers who are of relevant demographic groups.

B a holding statement for the initial impact while you gather information, presented in media release format. Do extra research on what a holding statement should look like. This is a NOT a full media release and should be some words that you can put out before you have much information available.

C three to five key messages for those stakeholders that should recur throughout the organization’s dealing with the crisis. You may find that each stakeholder group needs a tailored set of messages. In some cases you may find that one set will be suitable for all the stakeholder groups. You MUST use the key messages format presented in the materials.

Spelling, typographical errors and grammatical mistakes will not be tolerated as this is a report that ostensibly will be prepared for and presented to a client, with some components for stakeholder consumption.

HD A B

Background –includes definition of disaster from the organizational point of view, goals of the plan, and objectives of the crisis management process. Exceptional.

Shows thorough research on how the plan ties in with other organizational documents, research on what crises might affect the organization and prioritization from most likely to least likely. Goals are sound and objectives are realistic and obviously developed from research about the organization. Uses the impact/probability scale to priorities. Good.

Treats each component in some depth and demonstrates that research on the organization and its environment has been completed. Includes some prioritization of crises and the goals and objectives developed reflect the research done on the organization. All the elements are included. Uses the impact/probability scale to priorities. Competent.

The majority of the elements are included and most can be linked to some research on the organization. Some of the linking prose is copied from the example.

Who is involved - who is on the crisis management team, who is on the communication team, the spokesperson/s, the stakeholders each section is obviously developed from research on the organization. The sections are informed by wider literature, not just the example supplied in the materials. The CMT, communication team, spokesperson and stakeholder lists are clear and prioritized. Resources of the organisation are recognized and acknowledged in the formation of this section developed realistically according to the resources available. This section is informed by research and all the elements included. The work is original and reflects reading wider than just the course materials. Competent.

Lists all the elements but could go into more depth in terms of the CMT and stakeholder lists. Reflects a shallow understanding of the impact of the organization’s resources on development of this section.

What to do –immediate response, ongoing activity Gives a detailed, easy to read guide that accounts for the organisation’s situation, industry and size, and also takes in the principles of communication studied in the course. Obvious drawing of responses from wider reading for the most appropriate response specific to this organisation. Shows a superior understanding of the media cycle and stakeholders ‘demands for information. Gives a detailed, easy to read guide that accounts for the organization’s situation, industry and size, and also takes in the principles of communication studied in the course. Shows a good understanding of the media cycle and stakeholders ‘demands for information. Provides a workable approach that accounts for media and stakeholder information needs. Easy to read and understand.

Introduction of the crisis, outline of type and effects. Gives an excellent understanding of the potential crisis and its effect on the organization. Gives a good understanding of the potential crisis and its effect on the organization. Outlines the crisis and gives some insight into how it might affect the organization.

Profile of stakeholders –prioritization of the top three groups (although the issue may concern fewer than three groups), demographics, psychographics, how to communicate with them (channels etc). Excellent.

Demonstrates an in-depth understanding of how stakeholder groups should be segmented and the information that must be sought in order to communicate with them effectively. Use of wide reading to glean information that would normally be gained by focus group or survey (e.g. demographics, psychographics, situation). Good.

Shows ability to segment stakeholders sufficiently to ensure that channels and messages are effective. Demonstrated ability to find information on stakeholder groups that would inform more in-depth research if resources were available. Sound.

The stakeholder groups are well identified and sufficient detail is included to allow selection of communication channels and messages for this particular crisis.

Development of a holding statement for the crisis –inclusion of what is known, what the organization is doing (e.g. working with authorities), message for key stakeholders and when it will have more news. Relays in a succinct and genuine way the key elements of a holding statement. The statement reflects a professional standard and could be used by the client immediately. It is well designed and easy to read. Relays all the key elements of a holding statement and is well written and presented. With minor amendments could be sent out by the client. Would satisfy the media and stakeholders while more information is sought. Outlines most of the key elements required in a holding statement but may needs a little work to develop it to a professional standard.

Three to five key messages – includes what is happening, what the company is doing, what stakeholders need to do, what will happen next. Key messages are well developed for the target stakeholder groups and obviously based on research of the groups and situation. Key messages include all the important messages and are based on some research. Key messages include most of the elements suggested in the course materials would resonate with stakeholder groups adequately.

Grammar, punctuation, spelling and typography. No errors. Occasional errors, still good quality work. Some errors.

PART B

Participation in crisis management activities

Instructions

During the semester there will be a number of activities, both planned and impromptu, that your lecturers feel will give you some insight into the crisis management process. You are expected to attend/view these activities as part of your course. They include attendance at one of two key tutorials (these are online for external students), attendance at or viewing of a guest speaker’s presentation and participation in a training scenario planned by the Toowoomba Disaster Management Group’s public information team. We are also making efforts to involve the external students in a scenario/media training exercise. We will use technology as much as we can to enable external students to participate/view as many of these activities as possible. Of course, your assessment will be based only on those activities you have access to.

These activities are very important to your learning in this course, as the best way to learn crisis management is to plan and then do!

You must attend three of the activities that are available to you and write and submit a one page reflection on the activity (using 11 point font) to secure

This reflection must include:

The name and date of the exercise

Whether you attended the activity or viewed a recording

Three key items that you learned that will help you become an effective crisis communicator and why you think they will be helpful.

In the case of the tutorial, how you participated in the activity.