Communicating in Times of Crisis
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| Crisis | Events or controversies that may damage a sports organization's financial standing and its credibility
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| 4 Steps of Crisis Communication Plan | 1) Forecasting Potential Crises
2) Developing a CCP
3) Utilizing the CCP
4) Assessing the CCP
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| 1. Forecasting Potential Crises | Benefits:
1) Enable org to take preemptive measures & actually prevent crises from occurring
2) Provide practical foundation for development of crisis comm plan
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| 2. Developing a CCP | Key Elements:
Crisis Scenarios
Initiation of the Plan
Def'n of Response Teams & Key Publics
Internal Comm Responsibilities
External Comm Philosophy, Policies & Procedures
Spokesperson & Message/Channel ID
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| 3. Utilizing the Plan | MUST be responsible/truthful
SHOULD offer as much info as possible, anticipate difficult ?s, remain calm/professional, track media coverage
SHOULD NOT say "no comment," downplay crisis, speculate/make off-record comments
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| 4. Assessing the Plan | Review available: Media coverage, consumer comments, sales records etc
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| Key Questions | Was plan activated in timely/efficient manner?
How were initial comm procedures?
Were org's financial interests & reputation protected?
How can plan be improved for next time?
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