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Mapping Of Crisis Communication
Perencanaan dalam menghadapi sebuah crisis dapat dilihat pada bagan di bawah:
MAPPING OF CRISIS COMMUNICATION
Dos and Don’ts
- Do have a crisis plan that includes natural disasters, security breaches, safety issues, and strikes.
- Do update your plan often.
- Do train employees regularly and document training for legal purpose.
- Do attend the injured immediately and call 108, 118, 113, 566000, etc — keyperson
- Do fully cooperative with all government entity.
- Do have one spokesperson available at all times to discuss the crisis, usually the general manager.
- Do speak truthfully and authoritatively.
- Do provide factual information to the media and be sensitive to their deadlines and job functions.
- Do keep guests informed.
- Do advise employees of their roles.
- Do show concern for employees affected by the crisis
- Do verify the identity of callers asking questions.
- Do increase security if necessary; make security highly visible to reassure guest.
- Do keep detailed notes of disclosed information.
- Do say the when you are unable to answer a question and give a reason, such as, “I don’t have that information yet.”
- Do initiate information update or hold a press conference.
- Do advise a reporter if information has been reported inaccurately.
- Do show concern for guest safety; stress your past safety record.
- Do make forgiving and forgetting mandatory behavior after a labor strike.
- Do create a positive follow-up campaign.
- Do review your insurance policy, including business-interruption insurance.
- Do accept incoming calls from the desk, switchboard, and reservation center concerning the crisis.
- Don’t wait for a crisis to design a plan.
- Don’t wait a crisis to train employees.
- Don’t admit fault until an investigation occurs.
- Don’t offer to pay injured parties’ medical bills.
- Don’t speak off the record to anyone.
- Don’t speak in institution jargon.
- Don’t provide lurid description.
- Don’t answer reporters by saying, “No comment.”
- Don’t favor some reporters to others.
- Don’t fail to respond to any questions or negative impressions.
- Don’t allow switchboard, front desk, or any other employees to answer questions.
- Don’t freeze up when being recorded for television.
- Don’t allow anyone to speak to media except the designated spokesperson.
- Don’t become defensive when asked questions.
- Don’t release name of victims.
Source: Julie Miller, “Crisis to Calm, It’s the Crisis Communication Dos and Don’ts (1997) in Phillip Kotler et al (1999)