1. Cecilia Hughes May 23, 2011 Crisis Management 1

3. Potential crises affectingRiverside Tappahannock Hospital.

4. Contingency planning: preparing for the worst.

5. Managing a crisis.

6. Communicating during and after a crisis.

7. Discussion.2

8. Defining a Crisis. “A significant threat to operations that can have negative consequences if not handled properly. In crisis management, the threat is the potential damage a crisis can inflict on an organization, its stakeholders, and an industry. A crisis can create three related threats: (1) public safety, (2) financial loss and (3) reputation loss.” — From “Crisis Management and Communications,” Timothy Coombs “An event that brings, or has the potential for bringing, an organization into disrepute and imperils its future profitability, growth, and possibly, its very survival.” – From “The Crisis Manager,” Otto Lerbinger 3

10. Technological crises.

11. Confrontation.

12. Malevolence.

13. Crisis of skewed management value.

14. Crisis of deception.

15. Crisis of management misconduct.4

17. Point of No Return.

18. Cleanup Phase.

19. Returning back to “normal”.5

21. Step Two: Developing the Plan.

22. Step Three: Response.

23. Step Four: Recovery.6

24. Communicating: During & After. You must have a plan. Your president/director has to be visible. You have to have one designated spokesperson. You have to have a communications command center. Communicate as much as you can, as often as you can. Stay on message. Use experts when necessary. Flood your target audiences with messages. 7

25. Questions & Comments. 8