COMMUNICATION AT THE TIME OF A CRISIS OR INCIDENT

• Key principles of crisis communication and incident response
• What is your crisis? 
• What is a crisis? 
• Reputation management – what price your reputation?
• Why crises are different
• Who is interested? An exploration of those who want to know what is going on – and why you must communicate

CREATING A CRISIS OR INCIDENT PLAN 

• Why do you need a plan?
• Types of plan
• How to start the planning process? 
• What to include in a crisis plan?
• Key Activities and Roles & Responsibilities required for Effective Incident and Crisis Management 
• Identifying Escalation and Activation Policies
• Structuring to respond. A look at putting together the necessary systems, teams and facilities to meet the threat

MEDIA MANAGEMENT 

• The media environment 
• Media; friend or foe?
• Using Top Strategies when Interacting with the Media
• Confidence in Managing Media Interviews
• Abilities in Handling the Media Ambush
• Managing with on-site media 
• Establishing and running a communications control cell
• Establishing a media center

COMMUNICATION FORMATS AND STRATEGIES (INCLUDES PRACTICAL EXERCISES) 

• Timelines for incident communication response
• Creating & delivering news statements
• Media interviews session 
• Media briefings 
• News conferences

SOCIAL MEDIA AND CRISIS COMMUNICATION

• Orientation to Digital & Social Media 
• Understanding how Social Media can become a Crisis in Itself
• Citizen Journalists 
• Social Media and Crisis: Positive Use of Social Media during the Crisis
• Ethical Issues with Social Media
• Case Studies