Crisis Communications In Law Enforcement

Transcription

1 Crisis Communications In Law Enforcement Contingency Planning for Police Executives Facilitated By Anthony W. Williams, M.Ed. RePaula B. Tate, CMS AIMS Training and Consultants 2017 Course Objectives Identify generational challenges in media communications Developing Components of the Crisis Communications Plan Planning a Crisis Message Examine the Internal and External Message Environment Rebranding After a Crisis Incident AIMS Training and Consultants

2 Crisis Management Dictionary AIMS Training and Consultants 2017 Terminology Associated with Crisis Studies AIMS Training and Consultants

3 Crisis Situation that is threatening or could threaten to harm people or property, seriously interrupting the quality of life or tranquility of the public peace. Crisis Communication Public communication to control the effects of an unpredictable event. Crisis Management Is a process designed to prevent or lessen the damage a crisis can inflict on an organization or the public interest. Crisis Planning The physical manifestation of crisis management with respect to the creation of a real document or plan outlining the organization s plans to react to a crisis. AIMS Training and Consultants 2017 Crisis Communications Plan 3

4 The Day that Changed Everything The Four Basic Elements of the Crisis Communications Plan 4

5 The Four Basic Elements of the Crisis Communications Plan Recognition and Awareness of the Crisis Incident Situational Analysis Motivate and Control Communications Content Summary Assessments Amygdala Fear Social Interactions Aggression What did Grandma call the Amygdala? 5

6 FEAR CALM RELAX The Four Basic Elements of the Crisis Communications Plan Target Audience Media Public Special Interest Law Enforcement 6

7 The Four Basic Elements of the Crisis Communications Plan Message Development Design Delivery Content Point Starting Points for Good Responses Our primary concern at this point is What I can tell you right now is.. At the moment, our primary focus is. The important thing at this point is I think the more accurate term is (and then explain why). 7

8 The Four Basic Elements of the Crisis Communications Plan Channels of Communication Television Radio Print Social Phases Associated with a Law Enforcement Crisis Surprise Insufficient Information Event Escalation Control Loss Intense Scrutiny Communications Siege Short Term Focus 8

9 Feed the Beast First Things First Stay Current KISS Inform, Engage and Empower Public Trust Environment Considerations Audience is generally known Greater expectation for truth All involved parties are usually known Follow up will be relentless Knowledge of the situation is limited, but desire to know is high Ability to leak information to the media Audience is new (viewers) Expectation for the truth is open to public opinion Attempting to discover parties involved Follow up is dependent upon the next big story Discovery of knowledge depends on reporters perspective or angle Receiver of leaked information no matter if it s either true or speculative 9

10 A lie gets halfway around the world before the truth has a chance to get its pants on. Winston Churchill AIMS Training and Consultants 2017 Immediately Takes Ownership Understands the Public s Need Identifies Rallying Points Maintains a Constant Presence Display of Decisiveness and Determination Heighten Level of Competence Take Charge of the Emotional Climate 10

11 Development of a Communications Strategy that disseminates information effectively across five generations. 11

12 Multiple Generations in the Workplace Matures/Veterans (1922/1945) Dedication, Sacrifice, Respect for Authority, Delayed reward and duty before pleasure. Baby Boomers ( ) Gen Xers/13 th Generation ( ) Optimism, Team Orientation, Personal Gratification, Health and Wellness. Diversity, Thinking Globally and Balanced in Technology Millennials/Gen Y ( ) Gen Z or Gen(i)/Homeland (2001-Present) Optimism, Civic duty, Achievement and Sociability Risk Averse, High Achievers, Detailed-Oriented and Authenticity Multiple Generations in Law Enforcement Values on Technology Matures/Veterans (1922/1945) Baby Boomers ( ) Gen Xers/13 th Generation ( ) Millennials/Gen Y ( ) Gen Z or Gen(i)/Homeland (2001-Present) Inventive in the creation of the components associated with modern technology Technology neophytes. Technology was applied for to military use. Automation was primary resource ofr evolutionary change in work production. Technology driven. Created new ways to address algorithms that led to the development of new processing platforms. Technology is the norm. Creation of vast applications development to support the DOT.com boom. Nano technology and artificial intelligence. 12

13 Multiple Generations in Law Enforcement Values on Communications Matures/Veterans (1922/1945) Face to Face, Formal Letter, Teletype and Telegram. Baby Boomers ( ) Postage, Phone and Fax, group meeting. Gen Xers/13 th Generation ( ) and Mobil Phone. Computerized Notification. Millennials/Gen Y ( ) , text message, digital device notifications and social media platforms. Gen Z or Gen(i)/Homeland (2001-Present) Hand held device notification, social media, and Face time. Reputation Matters 13

14 Accountability Transparency Truth 14

15 Effective Crisis Communications Effectively Communicating with the Public Believability Transparency Compassion Accountability Clarity Emotional Controls Meta Messages Does the Chief s sincerity come into question? 15

16 ABC s of An Attitude Affect Behavioral Tendencies Cognition The distinct combination of feelings, personal reactions and held beliefs. AIMS Training and Consultants 2017 Effectively Communicating with the Public Avoiding the Defensive Posturing Defensive Climate Supportive Climate Evaluation Control Strategy Neutrality Superiority Certainty Description Problem Solving Spontaneity Empathy Equality Provisionalism 16

17 The Tale of Two Mayors Keys to Successful Crisis Communications Build a relationship with key media contacts in advance Fill in the immediate news holes Try and stay ahead of the news through research and questioning Use all of the your media resources traditional and social Have a plan to communicate 17

18 Rebranding After A Crisis Incident 18