Crisis Communication – The Getting it Right Dilemma
This week I have had the opportunity to collaborate with the esteemed Communication Expert, Linda Tavlin in preparation for our upcoming webinar on the 14th (Please Register Here).
With this session we are launching a 4-part series, and will announce future dates shortly.
In preparation for the session, I asked Linda some questions about recent events.
Linda is an international consultant and instructor who has trained aviation organizations the world over including Air France and Swiss Air.
In our webinar, we will discuss communication lessons from these and other organizations who have maintained a high level of success, as well as organizations who have failed in post-accident relations.
Q: In a crisis with injuries and deaths – or any major tragedy – if there is one point that you would say people need to know regarding communication, what would it be?
A: The number one point and a consistent thread for companies who get it wrong is that they plan for a media event and then have public relations people plan their communication strategies. Companies like Firestorm work with PR Firms. It’s different communication. To do otherwise has nothing to do with reality in today’s world. In today’s world there are many potential parties to an event and they all have their own communication style. To not take all these parties into consideration when developing a communication strategy is a big mistake, and one I see all too often.
Q: So, is the media the most important party to the event?
A: The media are only one party to an event. Actually Karen, the media is not the problem. It is the PEOPLE who USE the media who are the problem. No one is talking to the media. They are talking through the media to interested parties whether they be customers, clients, employees, the community, regulators, investigators, interest groups or whomever.
Q: In our webinar, I know we’re going to cover the three things successful companies do right, among other important points. But what are the 3 things companies do wrong in these situations?
A: We will cover this too in our session, but to put it simply: As stated, they plan for a media event. Next, they exclude the technical people from the communication strategy and have the wrong people talking about the issues. Last, they separate the technical investigation from the crisis, defining crisis only as dealing with families and media.
Want to learn more? Join us August 14th from 2-3 PM Eastern
The “Getting it Right” Dilemma
This webinar will discuss communication handling in the aftermath of a major event which may include deaths and injuries. Many organizations consider these events media events and in the end their only “Hot Wash” is to analyze why things went wrong.
Organizations perceived to have done a good job of communication in the aftermath of a tragedy have done so because of what they have had in place before the event occurred.
Organizations perceived to have done a poor job have done so because of the strategy they have in place as well.
Tune in to hear a frank and unique discussion that points out similarities organizations that get it right have in place and the Four Point Formula that leads to success. As a result of the information provided in this webinar, organizations can analyze their existing plans and determine their likelihood of success. We will also describe the best communication models of companies who get it right and achieve positive outcomes from challenging situations.
Guest Presenter: Linda Tavlin
Ms. Tavlin has been a communication consultant since April, 1989. She is a communication specialist helping organizations within both government and industry communicate their messages with diverse audiences including media, politicians, regulators, investigators, customers, community Leaders and environmental groups and has worked with enterprises domestically and abroad.
Ms. Tavlin specializes in the aviation industry training carriers, manufacturers, regulators and accident investigators. Her expertise has been requested by foreign carriers who have experienced the tragedy of an airliner crash, including Saudi Arabian Airlines, Swissair and Air France.
Please join Ms. Tavlin and Firestorm EVP Karen Masullo as we explore “Getting it Right or Getting it Wrong.”
“What should we do now?” “What should we say?”