crisis communication work process developed for belgian federal government
DESCRIPTION
Marynissen H, Pieters S, Van Achte T (2014) Crisis Communication Work Process developed for Belgian Federal Government.TRANSCRIPT
Dr. Hugo Marynissen, Stijn Pieters, Tim Van Achte
E-mail: [email protected] • Twitter: @hmarynissen, @StijnPieters, @timvanachte, @CrisiscenterBE
www.pm.be • www.crisis.ibz.be
Discipline 5
RD 2003 & 2006Emergency and
intervention planning
Ministerial Circulars
NPU
Notify and inform the population
Support byexperts
Legal framework
Activation process of a Team D5
Primary roles Three phase consultation and IBS
Work processes Roles MethodsTeam D5
Support of local D5
Work processcrisis communication
Collaboration modelfor all roles
Meeting clock
Advantages for competent authorities
Advantages for local D5
• Strengthen the D5 discipline• Contribute to organisation of D5• Contribute to informing the population• On site or remote
• Network of experts D5• Training and exercises• Primary and secondary role per team member• Methods and work processes
• Understanding the local needs• Available• Supporting• Discreet and modest
Prin
cip
les
Lug
gag
eA
ttitu
de
Objective: earn and keep the trust in the authorities before, during and after an emergency situation.
Analysis
ApproachElaboration
Co-ordinationOrganisationEffect
Team D5
StrategyAdvice
PerceptionPeople involved
TransformationRealityEmergency situation
MeasuresOperations
Analyst
Editor
Team leader Strategist
Outside Team D5 Inside
MunicipalityProvince
PermanenceADCC
CommunicationADCC
Role ofTeam leader
Formal request for support of Team D5 via provincial governor (federal department provincial governor)
In addition to the collective three phase consultation, the cycle contains three more individual phases in which every role executes and acts upon the agreed tasks. At the end of each consultation phase, the start timeof the next consultation is determined. This method is known as the Meeting clock.
Notify Communication ADCCAvailability of team membersSMS alert entire D5 network
Mobilise role of Team leaderSelection of team membersDivision of tasks
SPOC for the local manager D5On site or remote
Analysis
StrategyAdvice
Co-ordinationOrganisation
ApproachElaboration
D5 On site
Effect
MeasuresOperations
Editing DU
Editing FR
Webcare
D5 On site
Call centre
Strategist
Internet
Audio/Video
Co-ordinatorAnalysis
Analysis Co-ordination Advice
Execution
Team leaderCo-ordinator
Editing
Strategic In terms of content
Com
mon
pic
ture
Jud
gem
ent
Con
clus
ions
What exactly is going on in the field and what is its effect on the outside world?
What does this mean for the communication strategy? Which measures are possible?
What are the major themes, concerns and key questions of all people involved (now)?
What is our advice on communication? Which communication actions do we carry out?
Information
Behaviour
Sensemaking
Facts, figures, rational questions
Actions of all people involved
Sentiment of all people involved
Information
Behaviour
Sensemaking
Informing people
Instructing
Empathising
The five primary roles within a D5 Team all offer support to a specific part of the crisis communication work process.
Team leader Keep the team going.Strategist Advise the officials and gather information.Analyst Determine the perception and the effect of the actions.Editor Write, translate and publish texts.D5 On site Welcomes the press on site.
On top of the primary roles a number of executive roles can be activa-ted in Team D5. Key in the alignment between a high number of team members are the Team leader and the Co-ordinators.
The six executive roles are not part of the basic consultation. These roles are continuously carrying out tasks. After every consultation they are briefed by their Co-ordinator or the Team leader. (see Meeting clock)
The team efficiently consults by respecting a three phase process: a) Form a common picture b) Judgement and c) Reach conclusions.IBS is the methodology as regards content applied by the team.
During a crisis the huge demand for information and its limited offer creates pressure and chaos in crisis communication teams.
The crisis communication work process provides structure, calm and an overview in the teamwork. Working according to this process helps the team to gather
and spread information.
Individual Consultation
Reach conclusionsExecute
Follow up
Prepare consultationForm a
common picture
Judgement
Start ofconsultation
Agree on time of next meeting
Supportingroles
Primaryroles
Jointly go through the three phase consultation
Work separately andgo through these three phases
Belgian consultancy firm PM risk-crisis-change (co-owned by Dr. Hugo Marynissen, DBA 09-13) recently developed a “Crisis Communication Work Process” for the Crisis Centre of the Belgian Federal Government.
This process describes how crisis communication has to be approached since January 2014 based on legal requirements, empirical research and practical insights.
The process was applied in a recent initiative where PM and the Federal Crisis Centre prepared a group of crisis communication experts to assist local governments in informing the population in case of a large-scale disaster. This initiative is referred to as Team D5.
Crisis Communication Work Processdeveloped for Belgian Federal Government