Difference between revisions of "Crisis communication and reputation management in the digital age: A guide to best practice for the aviation industry"

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|Audience Experience Level=Intermediate
 
|Audience Experience Level=Intermediate
 
|Source Website=https://www.iata.org/contentassets/86b7f57b7f7f48cf9a0adb3854c4b331/social-media-crisis-communications-guidelines.pdf
 
|Source Website=https://www.iata.org/contentassets/86b7f57b7f7f48cf9a0adb3854c4b331/social-media-crisis-communications-guidelines.pdf
−
|Abstract=Key facts Crisis Communication Team & Plan:
+
|Abstract='''Crisis Communication Plan'''
 +
 
 +
The main elements of a robust crisis communication plan include:
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* Statement of company communication policy, including the names (or positions) of authorized spokespeople
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* Outline of the communication organization, and its interface with the corporate Crisis Management Team (the head of communications should sit on the CMT)
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* Protocols for ensuring all available communication channels are properly coordinated and that information and messaging is consistent to all audiences
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* Description of functional roles and responsibilities, and candidates
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* Checklists for each functional role, outlining the main tasks
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* Templates for initial statements and employee communications, including the first online posts, which can be issued immediately after key information is confirmed. Templates should be developed for various possible scenarios, including accident; serious incident; diversion; hijacking/security incident; service disruption
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* Database with phone and email addresses of important internal and external contacts (including primary media outlets, online influencers and service providers)
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* Standard forms and documentation (for example, media call logging form, press conference registration form
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 +
 
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'''Crisis communication team'''
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At a minimum, the team should be capable of executing the following functional responsibilities. If resources are limited, one individual may be responsible for two or more functions
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* Communication Representative on the Crisis Management Team (CMT)
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* Communication Team Leader
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* Content Developer
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* Online Communication Manager
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* Internal Communication Manager
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* Network Co-ordinator
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* Media Monitoring Coordinator
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* Media Enquiry Center Manager
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* Communication Representative/s on the Go-Team (which may be sent to the incident)
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'''Please note: Access to the  following links is currently only available for project partners'''
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Key facts Crisis Communication Team & Plan:
 
https://safetyinnovationcenter.sharepoint.com/:b:/r/sites/LINKS_shared/Freigegebene%20Dokumente/WP4/Guidelines/Guideline%20Documents/Working%20documents/Action%20cards/G09_crisis%20communication%20plan_extract_level2.pdf
 
https://safetyinnovationcenter.sharepoint.com/:b:/r/sites/LINKS_shared/Freigegebene%20Dokumente/WP4/Guidelines/Guideline%20Documents/Working%20documents/Action%20cards/G09_crisis%20communication%20plan_extract_level2.pdf
  

Revision as of 15:01, 15 September 2022

Crisis communication and reputation management in the digital age: A guide to best practice for the aviation industry

Source

Quick Facts

Publishing Organisation:
IATA
Year:
2018
Languages:
English
Status:
Published
Covers Thematic
  • Crisis communication Crisis communication is a strategic approach to corresponding with people and organizations during a disruptive event. When a crisis occurs, proactive, quick and detailed communication is critical.</br></br></br>Source: www.techtarget.com/searchdisasterrecovery/definition/crisis-communication
  • Social Media Team building Social Media team building comprises the member's roles and competences, training requirements, as well as financial and organizational prerequisites
    • Target audience
  • Businesses companies, local business networks, solution providers, suppliers of goods and services
  • Policy Makers local, national, and European agencies and institutes, public authorities, standardization bodies
  • Practitioners Practitioners is a target group in LINKS which comprises local, national and European disaster management organizations, civil protection agencies, first responders, NGOs, security networks...
    • Audience experience level
  • Intermediate Those who currently use social media to communicate with the public and have developed a draft social media strategy, even if this is not thoroughly documented or communicated across the organisation</br></br>Source: https://www.fp7-emergent.eu/wp-content/uploads/2017/09/20170529_D7.3_Guidelines_to_increase_the_benefit_of_social_media_EmerGent.pdf
    • Disaster Management Phase
  • After Also referred to as 'Recovery Phase'</br></br>The restoring or improving of livelihoods and health, as well as economic, physical, social, cultural and environmental assets, systems and activities, of a disaster-affected community or society, aligning with the principles of sustainable development and “build back better”, to avoid or reduce future disaster risk.</br></br>Source: https://www.undrr.org/terminology/recovery
  • During Also referred to as "Response Phase"</br></br>Actions taken directly before, during or immediately after a disaster in order to save lives, reduce health impacts, ensure public safety and meet the basic subsistence needs of the people affected.</br></br>Annotation: Disaster response is predominantly focused on immediate and short-term needs and is sometimes called disaster relief. Effective, efficient and timely response relies on disaster risk-informed preparedness measures, including the development of the response capacities of individuals, communities, organizations, countries and the international community.</br></br>Source: https://www.undrr.org/terminology/response
    • Synopsis

    No synopsis provided.

    Linked to


    These free guidelines and best practices are meant to support the communications departments of airlines, airports and manufacturers in dealing with the news media after an aviation accident in the digital age.

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