Senior Living Crisis Communications
Download as pptx, pdf2 likes567 views
This document discusses crisis communications strategies for senior living communities. It emphasizes the importance of advance planning, having designated spokespeople, providing clear, factual information to affected audiences, and using social media to respond quickly and control the message. Key recommendations include developing crisis plans that predict situations, assessing communication methods, determining who needs to be informed, and conducting practice drills. The goal is to minimize damage and reassure residents, families and the public during emergencies.
More Related Content
What's hot (14)
Senior Living Crisis Communications
- 1. Senior Living Crisis Communications: Making the Best of Bad Situations Presented by: Janis R. Ehlers, President The EhlersGroup www.TheEhlersGroup.com groupcast.com
- 2. Crisis Management vs. Crisis Communications Operations vs. Communications Handling the crisis vs. Communicating the crisis groupcast.com
- 3. Crisis Situations Crisis situations require: Planning Preparation Procedure Practice groupcast.com
- 4. I am a firm believer in the people. If given the truth, they can be depended upon to meet any national crisis. The great point is to bring them the real facts. Abraham Lincoln
- 5. Value and Use of Social Media Facebook Twitter groupcast.com
- 6. What is a Crisis? Unexpected Traumatic Conflict and drama Seen and unseen Time sensitive groupcast.com
- 7. Potential Crisis Situations groupcast.com Death Accidents Fire Abuse Fraud-Embezzlement Sexual Harassment Missing Resident Personnel Issues Complaints or Accusations Resident/Patient Care Disease Outbreak Power Failures Flooding Natural Disasters Building Incidents Construction Issues (Asbestos, mildew, mold)
- 8. Crisis Communications Planning Answer the what will you do if question How likely could crisis occur Potential devastation groupcast.com
- 9. Potential Damage Ranking 0 No Damage / Not a serious consequence 1 Little Damage / Not serious enough for media concern 2 Some Damage Slight chance of media being involved 3 Considerable Damage Not a major media issue 4 Considerable Damage Definitely a major media issue 5 Devastating front page news Far reaching effects groupcast.com
- 10. Crisis Communications Preparations Predict potential crisis situations Assess communications methods Assess media awareness and reputation Determine audiences affected Review a crisis plan and if it includes communications Crisis team members groupcast.com
- 11. Crisis Communications Preparations Cont. Crisis resources (attorney, health department, police and fire departments) Spokesperson Media policy Media kit & resources Social media policy Scheduled trial runs groupcast.com
- 12. Predicting Potential Crisis Situations Create a written plan that goes into effect Relevant to your geographic area Natural disasters or sudden scenario Missing person Lingering crisis Special features groupcast.com
- 13. AssessAvailable Communications Methods How will information be disseminated? Are the methods effective? What emergency notification systems go into effect? groupcast.com
- 14. Determine the Audiences Affected by a Crisis Internal Residents Employees/Staff groupcast.com External Residents families Employees families Referral sources Business/Vendors General public Other
- 15. Using an Internal Communications Manager Person responsible for the communications Spokesperson vs. Communications manager Needed tools: oHome and cell phone numbers oEmail address oFax numbers oKept current groupcast.com
- 16. Using an Internal Communications Manager Cont. Value of emergency notification system Person who can write press releases, updates, all communications Media contact list groupcast.com
- 17. AssessYour Communications Quotient Be prepared with media relationships Get your community known in good times Have go-to people Resources to tap for specialists groupcast.com
- 18. Media Kit Community fact sheet Community principals background Spokesperson background Business and civic contributions Press releases / backgrounders groupcast.com
- 19. Media Policy Creates awareness how media is handled at the community Establishes who speaks on behalf of the community Guards residents and employees privacy Media procedures for inquires and visits Maintain a log of media inquiries groupcast.com
- 20. Social Media Policy Spells out what can be shared on public forums Assumes nothing is private Establishes rights to delete and/or block posts groupcast.com
- 21. Crisis Communications Strategies Keep information clear and simple Be accurate Stick to the facts Use talking points to explain the situation Make sure everyone has the same information Rely on spokesperson or internal communications person Have a timetable or communication messages Respond quickly groupcast.com
- 22. Good vs. Bad Crisis Communications GOOD Factual Timely Spokesperson stays on point Spokesperson offers reassurance groupcast.com BAD Incorrect Lag time Saying as little as possible Person with authority not available Rumors start No reassurance by someone with authority
- 23. Key Crisis Messages Concern for residents is #1 Concern for employees is #1 Information and talking points answer 4 w and how oWhat oWhen oWhere oWho oHow groupcast.com
- 24. Key Crisis Messages Cont. Explain what the community/company is doing Express regret Offer reassurance groupcast.com
- 25. CRATechnique for Crisis Messaging Context In the five years weve been operating this community, we never have had a situation like this. Regret Our main concern is for our residents. We are working closely with families to provide support working with authoritiesworking with specialists. Action We are reviewing our procedures and meeting with employees to ensure this situation does not occur again. groupcast.com
- 26. Dealing with the Media They are doing their job If crisis warrants media, they will do the story Be prepared Stay on point Stick to the facts Balance bad news with good news Offer a positive perspective on the community/company groupcast.com
- 27. Dealing with the Media & No Comment Efforts to help the media go rewarded No comment may imply guilt/wrong doing groupcast.com
- 28. Social Media in a Crisis Plan for internet rants Take control of situation with social media Value of blogs, Facebook andTwitter Value of text messages Monitor chatter groupcast.com
- 29. Positive Crisis Resolutions Listening to the customer Crisis response plans ready Tone Top-down adoption of social media Follow through groupcast.com
- 30. Crisis Communication Aftermath Review Reflect Regroup Prepare groupcast.com
- 31. Real Crisis Real Communities Senior Living Community Faces Hurricane Sandy Poor communication with families Poor communication with external community Social media portrayed community in a bad light groupcast.com
- 32. Real Crisis Real Communities Senior Living Community & the Mannequin Multiple people speaking to the media No reassurance No leadership groupcast.com
- 33. groupcast.com Janis R. Ehlers The Ehlers Group 954-726-9228 Janis@TheEhlersGroup.com www.TheEhlersGroup.com