https://www.americancityandcounty.com/wp-content/themes/acc_child/assets/images/logo/footer-logo.png
  • Home
  • Co-op Solutions
  • Hybrid Work
  • Commentaries
  • News
  • In-Depth
  • Multimedia
    • Back
    • Podcast
    • Latest videos
    • Product Guides
  • Resources & Events
    • Back
    • Resources
    • Webinars
    • White Papers
    • IWCE 2022
    • How to Contribute
    • Municipal Cost Index – Archive
    • Equipment Watch Page
    • American City & County Awards
  • About Us
    • Back
    • About Us
    • Contact Us
    • Advertise
    • Cookie Policy
    • Privacy Statement
    • Terms of Service
American City and County
  • NEWSLETTER
  • Home
  • Co-op Solutions
  • Hybrid Work
  • Commentaries
  • News
  • In-Depth
  • Multimedia
    • Back
    • Podcasts
    • Latest videos
    • Product Guides
  • Resources/Events
    • Back
    • Webinars
    • White Papers/eBooks
    • IWCE Expo
    • Calendar of Events
    • How to Contribute
    • American City & County Awards
    • Municipal Cost Index
    • Equipment Watch Page
  • About Us
    • Back
    • About Us
    • Contact Us
    • Advertise
    • Cookie Policy
    • Privacy Stament
    • Terms of Service
  • newsletter
  • Administration
  • Economy & Finance
  • Procurement
  • Public Safety
  • Public Works & Utilities
  • Smart Cities & Technology
  • Magazine
acc.com

Commentaries


Commentary

Crisis communications in public entities

Crisis communications in public entities

Crisis consultant James Haggerty describes the importance of crisis communications planning among public entities and how to create the best plan.
  • Written by American City & County Administrator
  • 14th September 2016

By James Haggerty

The extent to which crisis communications planning is often neglected, or ignored entirely, when developing general crisis response protocols has always seemed astounding. This is especially true given all the public-facing aspects of life within governmental bodies – from police and fire agencies, to local government departments, to quasi-public entities like port and development authorities. 

Two reasons for this spring to mind: 

1) For first responded, “crisis response” means first and foremost, the physical response to an event. In that regard, communicating to the public, to media and to other stakeholders is just a small subset of the overall challenge (and, therefore, given short shrift).

2) Those in government service who hail from a political background tend to see all communications through the lens of elected officials and political campaigns. Here, the rules are far different, and a “seat of the pants” approach is usually at odds with proper crisis communications planning. 

Regardless, public entities at all levels could learn a thing or two from crisis communications planning in the private sector.  Simply put, experience has shown three things are needed:

First, a crisis communications plan that is well thought out and not simply an add-on to a more comprehensive emergency response plan.  The plan should clearly define responsibilities during a crisis, protocols for response, steps to ensure the process runs smoothly and tools and templates to ensure proper communication.  All of these details should be laid out beforehand and not devised after the crisis has hit and the first reporter is knocking on your door. In addition, the crisis communications plan cannot be a big binder that is never updated or one that sits on a shelf gathering dust. Make it a living, breathing document – update it regularly and ensure it is accessible to all members of the team.

Second, a core crisis communications team and a leader. In addition to those leading the overall emergency response, someone with real authority has to lead the communications effort, bringing the team together and ensuring the organization is executing the plan effectively. The crisis communications leader should be working hand-in-hand to ensure the communications elements of the crisis are being handled with the same seriousness and case as every other aspect of the response. His or her communications team may change depending upon the nature of the crisis, but a team familiar with the crisis plan is essential.

Third, technology is needed to ensure the crisis communications team is responding efficiently and effectively in the event of a crisis. Ideally, you are looking for a tool that (1) allows easy access to the crisis plan, documents, templates, contact lists and other key materials; (2) brings the team together with broader emergency response leaders, so that members can understand evolving circumstances and collaborate on a response and (3) provides for easy access and version control of statements, talking points, social media messages and other approved responses — so that everyone on the team knows what the community is saying in response.

Choosing to be unprepared — making the communications aspects of your crisis response process up as you go along —is a recipe for disaster. It would be like sending a football team onto the field and making up the plays after kickoff. It doesn’t work. 

In the end, in both the public and private sectors, crisis communications is as much a risk management task as a public relations effort. With proper planning, training and technology, you can ensure that the inevitable doesn’t become the unmanageable. And that can mean the difference between a crisis that is controlled and one that threatens reputation, morale, marketing and sales efforts and, ultimately, your community’s bottom line.
 

James F. Haggerty is a crisis consultant and founder of CrisisResponsePro, cloud-based software for crisis and litigation communications response. He is the author of “In The Court of Public Opinion,” and his new book, “Chief Crisis Officer,” will be published in this fall. 

 

_____________

To get connected and stay up-to-date with similar content from American City & County:
Like us on Facebook

Follow us on Twitter
Watch us on YouTube

Tags: Public Safety Commentaries Commentary

Most Recent


  • Report: Modern construction techniques, building codes protected structures that survived Lahaina fire
    More than a month after wildfire ripped through the historic community of Lahaina, Hawaii, emergency responders continue working to get a more comprehensive picture of what triggered the tragedy. The death toll remains at 115 people. A recent report from the Insurance Institute for Business and Home Safety’s research division unpacks why the fire was […]
  • asthma
    The top 10 Asthma Capitals for 2023
    September is Asthma Peak Month thanks to ragweed pollen peaking, higher mold counts, the start of cold and flu season, and kids headed back to school. The Asthma and Allergy Foundation of America (AAFA) has released its 2023 Asthma Capitals report, which analyses data from the 100 most populated cities and reveals the most challenging […]
  • Searchable mapping tool shows local, county heat-related injury EMS activation data
    Twenty-twenty-three has been a record year for temperatures globally—and they’re expected to continue to rise into the foreseeable future. From cooling infrastructure to policy changes that accomidate workers, cities and counties across the United States are adapting to this new norm. A new tool from the U.S. Department of Health and Human Services’ Office of […]
  • great downtown
    10 American cities accessible and safe for pedestrians
    Amid a recent increase in roadway deaths nationally, pedestrian safety has become a prioritized topic in city halls and county offices across the United States. Research has proven that traffic calming features and smart urban planning can dramatically reduce the risk for pedestrians. Some cities are better at it than others. A new ranking from […]

Related Content

  • How governments can keep employees safe as they return to work
  • Preventing cyber-attacks needs to be a priority for local governments
  • Building community and officer wellness through data sharing
  • California city combines advanced technology with dedicated public safety team for comprehensive emergency management

WHITE PAPERS


7 Resources to Level-up Your Federal Grants Administration and Compliance

5th September 2023

Elevator Phone Line Replacement Strategy | A Guide to Reliable, Code-Compliant Solutions

29th August 2023

2023 State of Public Sourcing Report: The Bright Future of Public Procurement

23rd August 2023
view all

Webinars


Grant Preparedness: Unlocking Funding Opportunities for Your Success

10th August 2023

2023 State of Public Sourcing: Taking Local Governments into a Bright Future

1st August 2023

Stop Playing with Fire: How to Manage Infrastructure Asset Risk So You Know You’re Covered

20th June 2023
view all

Podcast


Young Leaders Episode 4 – Cyril Jefferson – City Councilman, High Point, North Carolina

13th October 2020

Young Leaders Episode 3 – Shannon Hardin – City Council President, Columbus, Ohio

27th July 2020

Young Leaders Episode 2 – Christian Williams – Development Services Planner, Goodyear, Ariz.

1st July 2020
view all

GALLERIES


Gallery: Hottest temperatures recorded in American cities during July

12th September 2023

The top 10 Asthma Capitals for 2023

7th September 2023

U.S. cities with the cleanest air from latest “State of the Air” report

5th September 2023
view all

Twitter


Newsletters

Sign up for American City & County’s newsletters to receive regular news and information updates about local governments.

Resale Insights Dashboard

The Resale Insights Dashboard provides model-level data for the entire used equipment market to help you save time and money.

Municipal Cost Index

Updated monthly since 1978, our exclusive Municipal Cost Index shows the effects of inflation on the cost of providing municipal services

Media Kit and Advertising

Want to reach our digital audience? Learn more here.

DISCOVER MORE FROM INFORMA TECH

  • IWCE’s Urgent Communications
  • IWCE Expo

WORKING WITH US

  • About Us
  • Contact Us

FOLLOW American City and County ON SOCIAL

  • Privacy
  • CCPA: “Do Not Sell My Data”
  • Cookie Policy
  • Terms
Copyright © 2023 Informa PLC. Informa PLC is registered in England and Wales with company number 8860726 whose registered and Head office is 5 Howick Place, London, SW1P 1WG.