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Shore Kids Church Crisis Communication
PlanFor our light and momentary troubles are achieving for us an eternal
glory that far outweighs them all.–2 Corinthians 4:17
Updated: May 16, 2014
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Table of ContentsSHORE KIDS CHURCH OVERVIEW (1) LETTER OF ENDORSEMENT1.1 PURPOSE 4
1.2 BACKGROUND 41.3 SKCS CRISIS COMMUNICATION PLAN & INSTRUCTIONS 5CRISIS COMMUNICATION TEAM & MESSAGE STRATEGIES (2) 2.1 POTENTIAL CRISES 82.2 POTENTIAL CRISIS SCENARIO (W/ DIAGRAM 2.2) 8
2.3 CRISIS LEVELS 13 2.4 MESSAGING STRATEGIES 142.5 SECTION INFORMATION/RESOURCES REFERENCE 15
STAKEHOLDERS (3) 3.1 STAKEHOLDER COMMUNICATIONS 15
3.2 SECTION INFORMATION/RESOURCES REFERENCE 16
MEDIA RELATIONS (4) 4.1 MEDIA CONSIDERATIONS 17 4.2 MEDIA INTERVIEWS 18
4.3 MEDIA SPOKESPERSONS 184.4 JOINT INFORMATION CENTER 194.5 MEDIA CONTACTS 204.6 SECTION INFORMATION/RESOURCES REFERENCE 20
SOCIAL MEDIA (5) 5.1 SOCIAL MEDIA OBJECTIVES 21 5.2 SOCIAL MEDIA PLATFORMS & APPROACH 21
5.3 SECTION INFORMATION/RESOURCES REFERENCE 23
CLOSING (6) 6.1 CLOSING REMARKS 23
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Letter of Endorsement
Dear Friends,
The Assemblies of God-USA (AOG) is pleased to support this Shore Kids Church-Seattle (SKCS) Crisis Communication Plan for your use when working with the local media, family members, and community in a crisis situation. This plan is designed to provide a framework for the expected communication action before, during and after a SKCS crisis situation and help your AOG organization deliver timely, accurate, and effective messages to your key stakeholder groups and the media in the event of an emergency.
This plan provides a comprehensive structure, while at the same time allowing flexibility to be effective over a range of communication operations and possible scenarios specific to SKCS.
We have extensively reviewed this plan, put together in partnership by the SKCS Pastor, SKCS Media Correspondent/Chief Social Officer, and the SKCS-appointed Public Information Officer. We know these materials will be valuable resources and will better equip Shore Kids Church to handle crisis situations.
Best regards,
Greg Smith Greg SmithAssemblies of God General Superintendent
1. Introduction.
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1.1 Purpose
The purpose of this crisis communication plan is for the identification, preparation, implementation, and evaluation of Shore Kids Church policies and processes related to internal and external emergencies.
1.2 Background
Shore Kids Church-Seattle (SKCS), the Kids Church program of Shore Church, provides care to children ages 0-12 years old during Sunday and Wednesday services for about one hour and 30 minutes while parents of SKCS children attend church Sundays and church activities on Wednesdays in the same building as their children. SKCS is responsible for ensuring that all SKCS activities are performed in a safe and secure manner, allowing for the well-being and success of all participants and members, which include primarily 15 volunteer teachers and 50 children and adolescents ages 0 to 12 years old. All kids programs take place in one of two buildings: the main building and the portable classroom building.
The ideals and goals of SKCS are synonymous with that of Shore Church—to be a healing environment where people experience the love, acceptance and forgiveness of Jesus Christ. Part of the Assemblies of God (AOG) fellowship, SKCS offers a variety of programs for children, including Kid’s Nursery (infant - 1 year-olds); Sunshine Kids (1-4 years old); Royal Rangers (5-8 year old boys); Rainbows (5-8 year old girls); and Junior Bible Quiz Club for 9-12 year-olds.
MissionBeing Christ-like
To be a healing environment where kids and adolescents experience the love, acceptance and forgiveness of Jesus Christ. We can’t be all that God has created us to be alone, so we need one another to understand who God is and how to be more like Jesus.
Culture Pushing toward the goal together
Creating environments of love, acceptance, forgiveness and belonging where children can experience Jesus in a life-changing way!
IdentityRealizing “his vision” & “our mission”
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We are a group of people (primarily volunteers) intent on instilling the word of God in children. Our ministry revolves around the children, not programs. Our identity and goals for SKCS kids can be defined in Bible scripture with Proverbs 22:6:
“Train up a child in the way he should go and when he is old, he will not depart from it.”
Image Teaching children Christ-like values
We consider internal organizational aspects when dealing with the concept of organizational image. We find coaching children to exhibit Christ-like behavior most significant, and therefore, strive to exhibit Christ-like behavior as leaders, communicators, and volunteers.
1.3 SKCS Crisis Communication Plan & InstructionsHelping others and perpetuating our mission through preparedness
In the event of a crisis or emergency, all staff and volunteers must adhere to the guidelines, procedures, and policies of this SKCS Crisis Communication Plan, a tool for training and guiding our team during the pre-crisis, crisis, and post-crisis stages. While SKCS is part of a larger AOG organization, our individual Crisis Communication Team is responsible for providing activities and services to the members within our authority, and therefore responsible for its reputation, crisis management, and all other factors surrounding crisis communication that specifically impacts SKCS. It is essential that all the facts of a crisis be reported accurately, and equally, that we are prepared for emergency and crisis situations. The main objective of this plan is to protect our organization and our stakeholders, as well as correct any erroneous reports.
This crisis communication plan is a vital part of SKCS emergency preparedness and response and having an integrated, well-tested crisis communication plan that is understood and practiced by SKCS employees and volunteers of the Crisis Communication Team (CCT), can not only save our reputation, but just might save our lives one day.
Our objectives in regards to this Crisis Communication Plan are as follows:
Initiate appropriate communication resources quickly and efficiently.
Provide clear directions on what people need to do in response to the crisis.
Identify who needs to be informed.
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Communicate facts about the situation and minimize rumors.
This plan outlines the following:
Defines and assigns the crisis communication team (CCT). Outlines roles and responsibilities of the CCT. Details steps to take in a crisis event. Indicates who to contact, resources that are available and
procedures to follow. Provides a platform for training, testing and improvement.
This plan addresses the following questions:
What could go wrong? Who’s in charge? What is the strategy? Who is the spokesperson (or spokespeople)?
SKCS will keep a copy of this plan both at the Fireside office and offsite, both electronically and in paper format. It is the responsibility of the crisis communication team leader (CCTL) to ensure that a copy of the plan is available to each team member, other staff and key emergency response partners for use in the event of a crisis. It is also the responsibility of the CCTL to ensure that the plan is kept up-to-date and that the team members have read the plan and understand its contents. The CCT will review the plan annually to ensure that contact information lists are current; new initiatives are assessed and included; and changes to policies, practices or procedures are up-to-date. Changes to the plan will be noted on the Plan Review Chart (Appendix E, pg. 42).
2. Crisis Communication Team & Messaging Strategies.
The crisis communication team consists of directors, pastors, and volunteers. The successful operations and communication of this team plays a vital role in ensuring successful crisis management. Below is our current team:
TEAM MEMBER ROLE CONTACT INFO
SKC Pastor Spokesperson (for media, public); CCTL; update CCP; assigns CCT members to crisis operation schedule (if applicable); update contact lists.
Name: Lois [email protected]
SKC Public Manages JIC; serves as advisor to Name: Gail White206-334-2121
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Information Officer CCTL; provides communication policy direction; coordinates with supporting response agencies; releases info to media outlets; initiates demobilization of JIC post crisis.
SKC Blogger Chief Social Officer – updates & manages social media networks; works alongside the PIO to update contact lists, monitor all mentions of SKCS during and post-crisis.
Name: Brandon [email protected]
SKC Legal Counsel Advise the Crisis Communication Team when necessary or if the crisis requires legal counsel.
Name: Walt [email protected]
Shore Church Pastor Advisor/Alternate Spokesperson – all communication materials are reviewed by the church pastor (with the exception of Social Media Messaging which is reviewed by the PIO).
Name: Bob [email protected]
Other:
Witnesses/Alternate
Spokespersons
Witness: This SKC team member serves provisionally as a member of the CCT in order to share information as needed.
Alternate Spokespersons:
Associate Pastors: these spokespeople will serve as alternates if SKC Pastor and/or Shore Pastor are unavailable and will be spokespeople based on area of expertise.
Varies
2.1. Potential Crises Working together to manage the crisis successfully
The SKCS Crisis Communication Team should be prepared for crisis and emergency situations. We have identified a number of crisis scenarios that could adversely impact operations and reputation. These scenarios may include:
Fires Injuries/Fatalities Natural disasters Power failure Rumors False allegations
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STEP 3: Assess Crisis Level
STEP 4: Comm.
Management
STEP 5: Develop
Messages
Kidnapping Missing child Human factors
(psychological and emotional reactions to crisis)
2.2. Potential Crisis ScenarioUnderstanding communication steps and action
The following diagram illustrates the general communication action SKCS will take in order to manage a crisis situation:
Diagram 2.2Quick response – 7 steps
The following crisis scenario demonstrates a more specific example of SKCS organizational procedures, CCT roles, and communication processes:
Scenario: Missing ChildMeeting Location: SKC Fireside Room (CCT headquarters for most crises; also the location where sensitive files and copies of this plan and supporting documents are stored).
Immediate Responses:
Step 1: (CCTL)
Verify child is missing; obtain child’s file Director will notify parents of missing child and attempt
confirmation that child is with family; if not call 911 immediately – provide info for Amber Alert
Step 2: (CCTL)
Notify key members of CCT immediately & convene Search the facility again PIO assigns specific CCT tasks Send management memo when possible
Step 3: (PIO, CSO)
Assess the crisis level as Level 4 (high intensity) Send media alert
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Step 4: (PIO)
Manage/set up JIC Provide communication policy direction Coordinate with supporting response agencies
Step 5: (PIO)
Release info to media outlets Develop key messages (see message map below) Create fact sheet for key constituencies
Step 6: (CCTL, PIO, SKCS Pastor)
CCTL, PIO, SKCS Pastor approve messages PIO releases messages PIO manages Joint Information Center (news media briefing
center) to coordinate the information flow and assure that the right people are involved in collecting and disseminating information.
CCTL will complete a written incident report at the earliest opportunity
CCTL is available as spokesperson for media interviews
Step 7: (PIO, CSO)
PIO continues to liaise with media to control accuracy of information
Chief Social Officer monitors online platforms and works alongside PIO to provide feedback and responses to inquiring stakeholders, public, etc. via social media
Secondary Responses: (assigned by CCTL)
Designate a secretary to maintain meeting notes.
Develop key messages (sample messages in message map below).
Appoint spokesperson – both SKC pastor (CCTL) and PIO in this case (missing person) because of the severity of the crisis. The CCTL will be the public face of the church, while the PIO will run briefings and handle media questions.
Update SKC website and link to relevant pages.
Monitor media and online coverage – PIO will adjust the response as needed to limit rumors, correct errors, and maintain confidence in the church.
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Determine how to report on the situation for internal audiences – CSO will be responsible for coordinating print, video and audio coverage, working with the PIO to report on events for internal publications and web posting.
Message MapKEY MESSAGE 1 KEY MESSAGE 2 KEY MESSAGE 3
We are doing everything we can to locate the child
We have contacted proper authorities and agencies
We are continuing to pray for the safe return of the [child]
Support Point 1.1 Support Point 2.1 Support Point 3.1
Used church’s PA system to announce missing child
Called 911 immediately
Established prayer chain among all local AOG churches
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Support Point 1.2 Support Point 2.2 Support Point 3.2
Working with local authorities to construct Amber Alert
Assigned therapist and victim’s rep from Parent Resource Support Network to family of missing child
Arranged for daily prayer groups to meet at the church anytime between 6am-8am or 7pm-9pm.
Support Point 1.3 Support Point 2.3 Support Point 3.3Searched church, premises and arranged for 3 church-member search parties to search in the local area
We are offering an award for [child’s] safe return and contacted local media to disseminate
Members encouraged to send/write prayers for [child] and post to SKC social media networks
The End of the CrisisEvaluating & assessing the crisis
After the crisis is under control, complete the Helping Children Cope with Disaster worksheet (Appendix E, pg. 42) and evaluate management of the crisis with CCT. Additionally, a fact sheet will be prepared to supplement communication with key constituencies and information provided to reporters by the spokespersons.
The PIO will determine when an emergency has ended and routine communications processes can resume. The decision to declare the crisis over will trigger a review of how the crisis was handled and how communications can improve, focusing on:
Evaluating how SKCS helped the church community recover.Assessing how this plan functioned. Addressing any necessary plan updates. Recognizing the work of partners whose help was invaluable.
2.3 Crisis LevelsAssigning levels of intensity
LEVEL COMMUNICATION ASPECTS
4 – Highly Extreme
Media have urgent need for information about the crisis. SKCS Pastor (CCTL) may need to provide statement.
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One or more groups or individuals express outrage.
Media is on the scene for live coverage.
3 – Extreme
Growing attention from media.
Media reaches out to organization regarding crisis.
Members and other stakeholders arrive to the scene.
Those invested, and those impacted by the crisis threaten to talk to media.
2 – Moderately Extreme
Crisis situation garners some media attention.
Stakeholders receive some media inquiries.
Public is aware of situation but is not outraged or talking heavily about the crisis.
1 – Modestly Extreme
External audience is unaware of the crisis
Little to no information is requested by media.
2.4 Messaging Strategies Saying who, what & how
Responding quickly is among the most important actions during a crisis. Additionally, SKCS seeks to manage crises and communication flow with the following actions and implementation:
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Message Approval
Once messages are developed for each potential audience, all messages that will be distributed internally to employees and externally to the public, shareholders, the media, etc., must be approved by the following individuals:
1. Crisis Communication Team Leader (CCTL)2. Legal Counsel (depending on crisis or emergency)3. PIO4. SKCS Pastor
Message Objectives
Honesty Responding Quickly Prayer Transparency Being Active Empathizing Relevant Scripture Recommendations (for comfort) Apologizing (when warranted)
Message Delivery
Church Website & Onsite Prayer Groups Social Media Pages (Twitter, Facebook, SKC Website, SKC Blog)E-shots (e-blasts) Video Message Fact SheetsPress ReleasesPress Conference/BriefingLive Interviews Public Meeting
2.5 Related Information:
Plan review chart (Appendix E, pg. 42) Detailed List of Scenarios & Responses (Appendix A, pg. 23)Human Factors Information (Appendix B, pg. 31) Message Approval Form (Appendix E, pg. 41)Sample Parent Communication Form (Appendix E, pg. 40)Helping Children Cope with Disaster Worksheet (Appendix E, 42)
3. Stakeholders.
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Servant leadership requires a focus on all stakeholders. However, depending on the intensity of the situation, it is possible that some stakeholders will be notified before others.
3.1 Stakeholder CommunicationsKnowing how quickly to notify stakeholders and what method
Stakeholder
Audience Info Release Timeframe
(Level 3 or 4)
Communication
Method
Internal
Teachers/Volunteers 0-1 hour 0-1 hour
Board Members 0-2 hoursPhone call/e-mail if specific details
or documents need to be sent
Families of Children 0-3 hours In-person
Church Pastor ImmediatelyIn-person/e-mail if specific details or documents need
to be sent
Congregation 0-3 hours Website
Children As needed In-person
Sister Churches 0-3 hours E-mail blast
AOG Leaders 0-3 hours Email blast
ExternalElected Officials As applicable Phone call/E-mail
Local and State fire/EMS 0-1 hour (or as applicable)
Phone call/In-person
Media: local, regional and national
0-1 hour Web site, press releases, phone interviews, in-
person interviews
Public Media, official
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0-4 hours statements, website updates
Health Officials 0-3 hours (or as applicable)
Conference call/In-person
3.2 Related Information:
Stakeholder Questions Worksheet (Appendix F, pg. 43)
4. Media Relations.
The media greatly influence the opinions people form during crises. During emergencies, the public turns to television, newspapers, popular websites, and radio in order to get more information about what happened. In the event of a crisis, Shore Kids Church must be prepared to answer questions; understand what drives the media; draw from an updated media contact list; and quickly retrieve and furnish documents the media may require. Additionally, alternate spokespersons need to be briefed on the most up-to-date crisis information and key messages Shore Kids is trying to convey.
4.1 Media ConsiderationsUnderstanding the forces that drive the media
When working with the media, it is important to consider their needs and concerns:
Deadlines Reporters work on-deadline.They appreciate it if you ask when their deadline is and then meet that deadline.
Word-count limitations Reporters prefer concise responses. Keep information to no more than three points.
Competition Reporters are competitive. Reporters should be given information equally and in a timely manner. Do not show favoritism to media outlets.
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While it is important to consider media needs and concerns, it is also important to not let media set the crisis agenda; therefore, we will adhere to the following:
Respond to media inquiries in a Helps SKCS frame the crisistimely fashion
Provide reporter a written statement Helps clarify position with facts
Provide a spokesperson if applicable Helps show readiness to face crisis
Monitor comments after coverage Helps us understand what needs clarification
4.2 Media Interviews Being prepared for media interviews
As a first step for preparation for media interviews, research the crisis topic and surrounding issues, familiarizing yourself with all related current events.
Before the interview:
Decide whether the crisis is local, statewide and/or national. Tailor your messages accordingly.
Direct the interview toward three (3) key messages.
Develop a list of questions the media are likely to ask. Practice key messages and responses to anticipated questions.
Dress appropriately and/or professionally.
During the interview:
Avoid the phrase ‘no comment.’ People interpret this as declaring guilt or they think the organization is hiding something.
Avoid jargon and technical terms so the message is clear. Also, avoid using “I.” Speak for the organization, using “We.”
Be pleasant on camera. Make eye contact; don’t say ‘um’; and don’t fidget in order to appear truthful. Fidgeting is considered negative body language and perceived as deception.
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Stay “on message.”
4.3 Media Spokespersons Deciding who speaks to the media
Based on the crisis, the primary Crisis Communication Team spokesperson for all crises that directly involve or affect Kids Church will be the Shore Kids Church Pastor (CCTL), unless it makes more sense to deploy an expert on the crisis matter. If the Kids Church Pastor is unavailable for any reason, an alternate spokesperson will be assigned by the Shore Church to step in:
Shore Kids Church Pastor (lead)Shore Kids Church PIO, alternate Shore Church Pastor, alternateShore Church Associate Pastor, alternate
Note: All spokespeople are required to have media training. All members of the CCT, including spokespeople, are required to undergo crisis-specific communications training every 6 months. If any CCT member who is not identified as the spokesperson for the crisis is approached by media during a crisis, state this phrase: “Your questions can be answered by our media representative, [STATE NAME OF PERSON IDENTIFIED AS SPOKESPERSON]”
4.4 JICOpening the media center
Before a crisis occurs, it is important to establish a central place of operations for the CCT, which will be the Fireside Room at Shore Church. This room will also serve as the Joint Information Center (JIC). Should the Fireside Room be affected by a natural disaster or some other emergency that causes evacuation, the media center (press conference room) and CCT meeting place will be established by the CCT.
General PIO responsibilities for opening the media center:
Determine whether a press conference(s) should be held. Determine if media access needs to be restricted to ensure
the safety of the children and members. Provide materials for media during press conferences (stored
in file cabinet “P” in the Fireside Room storage closet. Coordinate with supporting response agencies and their PIOs. Gather the plans, protocols, procedures, and structures used
to provide information to various stakeholders, including media.
Conduct JIS/JIC briefings (live or virtual) and disseminate information to news media, staff, incident personnel, and other appropriate agencies and organizations.
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Liaise between key program areas and other entities involved in the response and recovery operation (i.e., elected officials, community leaders, and support agencies).
Equip the room items such as tables and chairs. Demobilize the JIC when crisis operational activities begin to
decline.
The Shore Church Fireside Room was chosen as the media center because of its technological infrastructure, its nearby food and bathroom facilities, and convenient parking for news crews and satellite trucks. Members of the media will be able to set up in the expansive parking lot and have access to the interview room for private interviews. Shore Church is equipped with wireless capabilities. The login is always “scguest01” and the password will be given onsite.
Due to the seriousness of crises and emergencies involving children, the JIC will be deemed necessary in all Level 4 crises (and some Level 3 crises). Therefore, once the JIC is mobilized, a communication operation schedule will be set up (please refer to the schedule in Appendix D on page 40).
4.5 Media ContactsUtilizing existing media channels
During crises, taking advantage of existing communication methods and channels is critical. Exploring and nurturing media relationships before a crisis occurs is also key. Using social media in crisis situations also means including backpack journalists, bloggers, and other key online influencers, (more information about social media can be found in Section 5), along with television, newspaper, and radio media outlets. Our messages will be communicated through the following channels:
Assemblies of God (AOG) Media
Local newspapers
Local television
Websites & Social Media
Public Gatherings
Radio
4.6 Related Information:
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Press Release Template (Appendix D, pg. 34)Media Contact List (Appendix G, pg. 44)Fact Sheet Template (Appendix D, pg. 36)Media Interview Dos & Don’ts (Appendix C, pg. 32)Communication Operations Schedule (Appendix D, pg. 41)
5. Social Media.
5.1 Social Media ObjectiveInteracting with media & stakeholders online
In a crisis, social media interactions might range from sharing photos and information to follow-up discussions. The SKCS objective is to communicate directly with stakeholders and the media at the same time. However, interaction or two-way dialogue during certain crises will be limited since children are involved. This objective supports the SKC mission to protect the privacy of our minor members.
We aim to help establish calm and reassure those followers who inquire about a Shore Kids Church crisis through any of our social media platforms. We will actively develop strategic relationships with key audiences and partners. Particularly, we will use social media for updates in the crisis response and recovery and collaborate with media companies and journalists who use social media extensively— before, during, and after crises.
5.2 Social Media Platforms & Approach Staying active before, during and after a crisisSocial Media Platform: Hootsuite
SOCIAL NETWORK URL TO PROFILE ACTIVE Y/N LAST POST (DATE)
SKC BLOG
Note: Only the CCTL, PIO and SKC Blogger have access to the passwords.
Monitoring Platform & Schedule
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Managing posting frequency
To protect the privacy of our minors we will abide by our Minor Privacy Policy at all times. For certain crises, we will issue a social media-friendly press release. During the crisis, we will update the public every hour, then move to once per day, once per week, and then a final update or report. All social media messages need approval by the PIO before posting.
Shore Kids Church Approach Establishing our online tone
It is important to understand the following goals and objectives for the SKC social media strategy:
Be short and to the point but maintain a compassionate tone Be honest and transparent when we communicate with
followers Communicate (post) with sympathy and understanding Empathize with those who have concerns
Social Media Postpersons Deciding who posts online messages
The primary Crisis Communication Team postperson during all crises that directly involve or affect Kids Church will be the Shore Kids Church Lead Blogger who will serve as the Chief Social Officer. If the Kids Church Blogger is unavailable for any reason, an alternate will be assigned by the CCTL to post.
GENERAL GUIDELINE: 10 THINGS TO KEEP IN MIND
1. Craft messages quickly (after listening to concerns of followers).2. Address the exact issue.3. Follow up with every inquiry. 4. Stay active until issue is resolved (even on weekends).5. Use analytics to conduct internal evaluation. 6. Draft social media press release for some crises as deemed by CCT.7. Contact 3rd party blogger for possible feature story on how the SKC crisis was handled (if handled well).8. Thank followers.9. Only use hashtags with PIO approval. 10. Review social media policy monthly.
5.3 Related Information:
Example Social Media Crises & Response Cases (Appendix A, pg. 29)Social Media-Friendly Press Release (Appendix D, pg. 38) SKCS Social Media Policy (Appendix H, pg. 47)
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6. Closing Remarks.
Thank you for reviewing the Shore Kids Church-Seattle crisis communication plan! For questions regarding this plan, please contact Gail White or Lois Garrett. Per CCT member requests and concerns, our next plan review will include current plan outline and new additions:
Securing loose ends – updating all media contacts and adding new names to the media list.
Recognition of Heroes – determining the best and most appropriate means for recognizing the “heroes” involved in crisis situations.
Crisis plan revisions, if necessary.
Appendix A: Detailed List of Scenarios & Responses
Medical:
Scenario: Life-threatening medical emergency
Person finding injured or ill person is instructed to:
Remain calm, render first aid, and call for help. Do not move the injured or sick person unless his/her safety and health are at risk.
Call 9-1-1 for emergency medical services and request someone to contact CCTL. Stay on line with the dispatcher and provide information as requested.
After assigning staff member to accompany the patient to the hospital, CCT will convene and implement Steps in Quick Response diagram 2.2.
Natural Disaster:
Scenario: Flood
CCTL is instructed to convene CCT and immediately:
Monitor announcements of Flood Watch or warnings through media and the weather information service.
Close or evacuate facility if needed. Heed evacuation order from public safety officials.
Call family for pickup
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PIO will implement Steps in Quick Response diagram 2.2.
Utility Disruption:
Scenario: Light & Phone Outage
If utilities are disrupted, volunteers are instructed to remain open unless:
There is no natural light The temperature is freezing or extremely hot There is risk to the health and well being of the children
and/or staff.
If the disruption causes any of the above, the Assistant SKC pastor is instructed to:
Contact the CCTL.
The CCTL will make an announcement using the church’s PA system and inform members the building will be closing and to pick up their children immediately.
CCT will convene and implement applicable steps in Quick Response diagram 2.2.
Building Evacuation
Scenario: Due to Fire
Assistant SKC Pastor is instructed to:
Immediately activate the nearest pull station, begin evacuation per the evacuation procedure, and call 9-1-1.
Notify the SKCS Pastor who will convene the CCT.
CCT will implement steps in Quick Response diagram 2.2.
EMERGENCY EVACUATION PLAN
In the event of an emergency situation that requires an evacuation of __________________, one of the following plans shall be implemented. In all situations, the caregiver in charge when evacuating shall:
Take an accurate attendee list;
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Account for all children and staff as they board/depart vehicles;
Bring any necessary medications/supplies and emergency records;
Take a cellular phone if available to be used for emergency notifications.
1. If the emergency environment is confined to the immediate area of the child care facility, e.g. fire or toxic fumes and the children cannot stay on the premises the children will be brought to ___________________, by__________________ where they will remain accompanied by caregivers while family/guardian/emergency contacts are notified of the situation and arrangements are made for either the transporting home or care taking for the remainder of the day. The place of safety should be close by and within walking distance if appropriate.
1A. In the event of exposure to toxic materials or gases and a physical examination is recommended, children will be transported by _________________to_________________ where they will be examined and family/guardian/emergency contacts will be notified.
2. If the emergency is more widespread and encompasses a larger area such as a neighborhood or several homes, due to a non-confined environmental threat, e.g. toxic fumes from a spill, floodwaters, brush fires, etc. and the children cannot remain in the area, the children will be brought to ____________________, by (method of transportation)______________ where they will remain accompanied by caregiver(s) while family/guardian/emergency contacts are notified and arrangements for either transportation home or a continuation of care are made.
3. In the event of a major environmental hazard that necessitates a larger area evacuation such as several neighborhoods, a city/town or geographical area, due to a large non-confined hazard, e.g. a nuclear incident, earthquake, hurricane, etc., children will be transported to: a Red Cross designated mass shelter by _____________________where they will remain accompanied by caregiver(s) while family/guardian/emergency contacts are notified and arrangements are made for their pick up.
Staff will remain with and care for the children at all times during an event. Attendance will be checked whenever children are moved. Staff will bring any necessary medications, supplies, and emergency records.
Criminal:
Scenario: Bomb Threat
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Person receiving call is instructed to:
Record telephone number & complete bomb threat form.
Notify police immediately.
Contact CCTL who will convene team to discuss bomb threat form and details.
BOMB THREAT REPORT FORM
BOMB THREAT REPORT 1. DATE 2. TIME 3. TIME CALL ENDED
INSTRUCTIONS (COMPLETE AS MUCH AS POSSIBLE)IF YOU RECEIVE A BOMB THREAT, REMAIN CALM, LISTEN CAREFULLY AND DO NOT INTERRUPT THE CALLER. BY DISCREET PREARRANGED SIGNAL, ALERT A SECOND PERSON. COMPLETE AS MUCH INFORMATION AS POSSIBLE. CONVERSE WITH THE CALLER AS NECESSARY.4. ASK THESE QUESTIONS TO PROLONG THE CALLa. When is the bomb going to explode? d. What does the bomb look like?b. What kind of bomb is it? e. Why did you place the bomb?
c. Where is the bomb right now? f. Where are you calling from?
5. TRY TO DETERMINE THE FOLLOWING (CHECK APPROPRIATE DESCRIPTION)a. Callers IdentityAge Male Female Adult Juvenile _______________b. LanguageGood Poor Foul Slang ______________c. AccentLocal Not Local Foreign _____________ d. Tone of Voice
Loud Soft High Pitched Deep ___________
Raspy Pleasant Intoxicated ________________
e. Speech PatternFast Slow Nasal Lisp
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Distinct Slurred Stutter f. MannerCalm Angry Rational Irrational Laughing Coherent Incoherent Deliberate
Emotional Other g. Background NoiseBedlam Factory Machines Traffic Animals Airplanes Voices Music Quiet Harbor/Ocean
Party Office
6. Was the voice familiar?Yes No If yes, Whose?
7. Exact words of caller?
8. Did the caller use familiar terms? Yes No If yes, describe
IMMEDIATELY AFTER CALL NOTIFY THE CCTL AND POLICE.TALK TO NO ONE ELSE, UNLESS INSTRUCTED TO DO SO.
9. Person receiving call:
Death: Scenario: Death of child on the premises
Staff is instructed to:
Move all children to an area where they cannot see the body or the activity that will surround it. Reassure them.
Call 911 immediately.
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Call the family. Contact CCTL who will convene CCT.
Misconduct:
Scenario: Staff abuse of child
If there is suspicion of child abuse, reporting party is instructed to:
Contact CCTL immediately
If there is evidence of child abuse, reporting party is instructed to:
Contact CCTL immediately who will contact Social Services regarding what to do next. Then CCT will convene.
If there is suspicion (or evidence) of child abuse and the media is aware:
CCT will convene and implement steps in Quick Response diagram 2.2.
Social Media:
Example Cases: JC Penny, SW Airlines, Red Cross
Scenario: If crisis has occurred and you do not have information, inform the public with what you do know…even if it’s just that you will know more information soon:
Scenario: Offensive statements and/or items or entities associated with an organization could potentially become a social media crisis. It is best to make light of a situation if the situation merits humor, while still stating intent:
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Scenario: If a staff member sends a personal message or post on the SKCS social media account. This kind of thing can happen easily when using Hootsuite. Respond quickly and with honesty, and sometimes, based on the crisis, with a little humor.
The rogue tweet:
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“Ryan found two more 4 bottle packs of Dogfish Head’s Midas Touch beer… when we drink we do it right #gettngslizzerd”
Appendix B: Human Factors
It is important to understand and address human factors. Psychological preparedness as a disaster management strategy can be effective and communication is a primary strategy for managing and reducing the stresses of a crisis. Therefore, SKCS will address potential and (real-time) negative feelings and behaviors before, during, and after crises.
Pre-Crisis:
Relevant exercises, training, and activities for the CCT may include:
Training in psychological first aid (how to react when faced with certain behaviors and emotions)
Integrating mental health into crisis management planning Disaster response training Public health education Coordination with public health agencies and services Disaster/Crises research Preparing information materials for the public and media
Crisis:
People tend to have stronger psychological and emotional reactions to a crisis if it’s manmade, imposed, or catastrophic, these emotions and behaviors may include:
ConfusionHopelessness Helplessness FrustrationFear
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Anger Anxiety Shock Suspicion Outrage DepressionStigmatization PTSD (post crisis)Phobias, OCD (post crisis)
Post Crisis:
Intervention and/or recommendations may be necessary following a crisis, as some stakeholders and people affected by the crisis may exhibit a disturbed mental state. Following is a list of supportive treatment suggestions that may help alleviate and limit the psychological impact of the traumatic event:
Supportive counseling/prayer partners Prayer chains Link those who are distressed with emergency or mental
healthcare professionals Recommendations for therapy or counseling Provide links and other resources specific to the emotional
challenges of the crisis
Appendix C: Interview Tips
Media Dos & Don'tsDuring an interview:
Direct the interview toward your three key messages. Stay “on message.” Be confident, but not arrogant. Listen carefully and repeat questions if necessary to clarify. Avoid hypothetical questions. Avoid referring to the interviewer as “Sir” or “Ma’am.” Never lie or knowingly mislead. Correct any information errors upon discovery. Do not delay! Never comment on issues outside your area of expertise. Never speculate on what has happened or could
happen. Treat all questions seriously. Look at the interviewer rather than the camera or monitor. Keep your cool, even if the interviewer becomes hostile.
To build trust and credibility as a spokesperson:
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Stay “on message.” Staying on message drives home the messages, keeps you focused on the issues, and reduces the chance of mistakes.
Recognize the public’s specific concerns. People are dissatisfied when information does not address their needs; in addition, the messenger may lose credibility if specific needs are not addressed.
Be open and honest. People are more accepting of information when spokespersons display truthfulness, honesty and a willingness to address tough issues.
Coordinate with other credible sources. People are dissatisfied when different agencies deliver inconsistent messages.
Meet the media’s needs. If the media are working on a story, they will report it with or without your help. Tell the media what you want the public to know about this situation.
Avoid using “I.”
Speak for the organization using its name or the pronoun “we.” Avoid the impression that you, alone, are the authority or the
sole decision-maker. Never disagree with the organization you represent by saying:
“Personally, I don’t agree,” or “Speaking for myself,” or “If it were me …”
Avoid speculating.
Stick to the facts of what has, is and will be done. Avoid speculating on worst-case scenarios, what could be
done, on what might happen, or on possible outcomes.
Avoid making promises you can’t keep.
Promise only what you can deliver. State your willingness to explore other options.
Avoid jargon, technical terms or acronyms.
Limit their use and explain those you must use.
Avoid negative words and phrases.
Use positive or neutral terms. Avoid words like no, never and none. Avoid highly-charged analogies, like “This is not Bhopal.”
Don’t blame others.
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Accept your fair share of responsibility. Don’t point fingers at others. Focus your communications on how problems can be rectified.
Avoid details on how much the response effort is costing.
Focus on how the response has supported the health/ well being of those affected.
Avoid humor.
No exceptions! Humor of any kind is not appropriate in an emergency situation.
Don’t repeat negative allegations.
Refute critical allegations succinctly. Draw upon and reinforce your key messages.
Don’t become defensive.
Respond to issues, not personalities. End debates, rather than continue them. Stay calm.
Courtesy of NMA, The American Resource, nma.org
Appendix D: Templates & Schedules
Press Release
FOR IMMEDIATE RELEASE
Contact Name: ______________________________Contact Phone Number: ______________________ Contact Email Address: _______________________
HeadlineOne sentence, 7-10 words, that describes the major point of the release:___________________________________________________________________________________________________________________________________________________________________________________________________________________________
City __________________________, (Date)___________________________________
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Message of Empathy (if appropriate): ________________________________________________________________________________________________________________________________________________________
Main ParagraphQuickly answers the Who, What, Where, When and Why of the story:______________________________________________________________________________________________________________________________________________________________________________________________________________________________
Who is affected:__________________________________________________________What is going on: ________________________________________________________________________________________________________________________________________________________Where is this taking place:_______________________________________________When did this occur:______________________________________________________Why is this important: ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________
More InformationFor more information, contact:Gail [email protected] Other ways to get information: www.skcs.orgwww.skcsblog.comhttps://www.facebook.com/skcs
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###
Fact Sheet
Incident: __________________________________________________________________________________________________________________________________________________________________________________________________________________________Question: _________________________________________________________________ ________________________________________________________________________________________________________________________________________________________Key Message 1: ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________Supporting Point 1.1_____________________________________________________________________________________________________________________________________________________Supporting Point 1.2:________________________________________________________________________________________________________________________________________________________________________________________________________________________________Supporting Point 1.3: ____________________________________________________
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____________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Key Message 2: ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________Supporting Point 2.1: ________________________________________________________________________________________________________________________________________________________Supporting Point 2.2: ________________________________________________________________________________________________________________________________________________________Supporting Point 2.3: ________________________________________________________________________________________________________________________________________________________Key Message 3: ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________Supporting Point 3.1: ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________
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Supporting Point 3.2: ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________Supporting Point 3.3: _______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________How can I get more information? For more information, contact:Gail [email protected] Other ways to get information: www.skcs.orgwww.skcsblog.comhttps://www.facebook.com/skcs
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Social Media Press Release
Headline: (A few key words should be sufficient):
Secondary headline (optional):
Overview: (A brief summary of the release and what you're reporting).
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____________________________________________________________________________________________________________________________________________________________________________________Body: This should be the news. Lay the facts of the crisis or emergency out, (think about it like a journalist would, and cover the who, when what, where, why and how):_______________________________________________________________________________________________________________________________________Facts: Include statistical data or bullet points to back up your claim from above. This information should be easily shareable so if someone wanted to pull this right out of your release, they could:_________________________________________________________________________________________________________________________________________________________________________________________________________________________________
About the SKCS: Very brief company bio with a link to website, Twitter feed and Facebook page.____________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Multimedia links: This is the social aspect of the release. This section should include videos on YouTube, images, RSS feeds and more.____________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Tags (if applicable): Recommended sharing methods via social bookmarking sites, Twitter hashtags or Facebook pages.____________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Contact: This lends it a bit more credibility to the social media release:
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For more information, contact:Gail [email protected] Other ways to get information: www.skcs.orgwww.skcsblog.comhttps://www.facebook.com/skcs
Communication Operations Schedule
The schedule below illustrates a three-member team on an eight-hour rotation with two-hour overlaps once the Joint Information Center is mobilized. The number of people may vary depending on the availability of CCT members and the particular crisis.
NAME 1 a.m.
2 a.m.
3 a.m.
4 a.m.
5 a.m.
6 a.m.
7 a.m.
8 a.m.
Appendix E: Forms
Sample Parent Communication Form
Dear Parent or Family,
During a disaster, communication may become challenging. Often it is easier to contact a long-distance phone number than a local or cell number. Our facility is establishing an out-of-area number to relay information throughout a disaster. Please put this number in a convenient and accessible place so that you are able to get information about your child should local calling become challenging. Our out-of-area contact is:
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Name: _______________________________________________________________ Phone #: ____________________________
We encourage you to familiarize yourself with the disaster plans and policies established for our facility. If you have not already been given this information, it will be provided for you by:
Date: _______________________________ Please sign and return the following portion.
I have received information regarding the Shore Kids church facility’s out-of-area emergency contact. I understand that you're the SKCS facility has established policies to respond appropriately to a disaster.
Signature: _____________________________________ Date: __________________ Please provide the following information for our emergency records:Child’s name: __________________________________________________________ Child’s out-of-area contact (100+ miles away):_________________________________ Emergency contact (friend, family or loved-one): _______________________________ Local contact (the “nearest” acquaintance): ___________________________________
Message Approval Form
Crisis: ____________________________________________________________
□ Message Map/Statement □ Letter□ Press Release □ Web site Content□ Other: _____________________________________________________
Approval Timeline:
□ 0-30 Minutes □ 30 Minutes- 2 Hours□ 2- 5 Hours □ 1 Day□ 2-3 Days □ ____________
Please Check For:
□ ____________________________________________________________□ ____________________________________________________________□ ____________________________________________________________
Approval:
□ Approved as is□ Approved with minor changes
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□ Not approved, make changes and resubmit
Approved By: ____________________________________________________
Signature: _______________________________________________________
Date: ___________________________________________________________
Time: ___________________________________________________________
Plan Review Chart
Plan Revision
Date
Name of Reviser Approved By
Notes
NOTE: Keep track of when changes are made, who made the changes, who approved the revisions and any special notes regarding the update.
Helping Children Cope with Disaster Checklist
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Disasters can be very frightening and traumatic, especially for young children. There are several things that you can do to help the children in your care cope with their feelings.
Reassure the children that they will not be left alone and that you are there to protect them.
Be aware of changes in a child's behavior but also know that some children may not outwardly show their distress.
Keep to routines such as activities as much as possible.
Avoid allowing young children to watch or listen to news coverage of the disaster.
Give simple but truthful answers to children's questions and make sure children understand your answers. Don't give more information than the children can use and understand.
Give children opportunities to express their feelings through activities.
Be supportive of children's feelings and need to be close. Give lots of hugs, smiles, prayer, and kind words.
Reassure children that they are not responsible for the disaster. Listening to children's stories about disasters and feelings may help.
If possible, take a moment away from the children and make sure you address your own fears and anxieties by talking with other adults.
Seek professional assistance when needed.
Your own knowledge of the child and your instincts about the child's needs will also help you make a decision. When in doubt, call for professional help. In the event of a disaster or crisis, grief counseling may be provided through The Narrow Way Center. The phone number is 205-476-5683.
Appendix F: Worksheets
Stakeholder Questions Worksheet
Different stakeholders will have different questions- it is best to anticipate those questions. Use this worksheet during crises. Also, update this worksheet as a team with each plan review:
Audience Questions
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Appendix G: Contact Lists
Media:KOMO 4 News77 W. 66 St.Suite 5Seattle, WA 98109Phone: 206-456-7777 General e-mail: [email protected] Contact name: Laura Farns Contact email: [email protected]
KIRO 7 News524 W. 57 St.Suite 15
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Seattle, WA 98109 Phone: 206-975-4321 Fax: 206-975-1893 General e-mail: [email protected] Contact name: Dave Wilson Contact email: [email protected]
KING 5 News 236 West Lake Union Dr. Suite 13Seattle, WA 98133 Phone: 206-827-1500 General e-mail: [email protected] Contact name: Shivann Castro Contact email: [email protected]
KCPQ 132300 Jackson StreetSuite 2Seattle, WA 98118Contact name: Edward Howard Contact email: [email protected]
Time 4 Kidz Blogwww.time4kidz.com 1211 Kingston Ave. N. Seattle, WA 98133 Phone: 206-301-3000 Fax: 206-301-4229 [email protected]: Marsha Ann Johnson
Mommy & Me Blogwww.mommyandmeblog.com19805 W. A St. Seattle, WA 98118Phone: 206-456-7777 Fax: 425-284-9232 Email: [email protected] Contact: Danielle Ayers
Spirit Radiowww.spirit105fm.com6711 Sunnyside Drive N. Seattle, WA 98109 Phone: 206-975-4321 Fax: 206-975-1893 Contact: Mark Prescott Email: [email protected]
The Seattle Times www.seattletimes.com 2626 N Lake Union Dr.
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Seattle, WA 98109 Phone: 206-643-1900 Fax: 206-548-3412 Contact: Melissa Christiansen Email: [email protected]
Emergency & Health: National Institute of Mental Health (NIMH)Information Resources and Inquiries Branch 6001 Executive Blvd, Rm. 8184 Seattle, WA 98018 PTSD/Anxiety Disorders Phone: 206.212.6754E-mail: [email protected] site: http://www.nimh.nih.gov
Federal Emergency Management Agency(Information for children and adolescents) P.O. Box 2012 Bothell, WA 981221-800-480-2520Website: http://www.fema.gov/kids
American Academy of Child & Adolescent Psychiatry3615 Wisconsin Ave. N.W.Seattle, WA 98162 Phone: 206-966-7300Website: http://www.aacap.org/ publications/factsfam/disaster.htm
American Academy of Pediatrics 141 Northwest Point BoulevardElk Grove Village, IL 60007-1098 Phone: 847-434-4000Web site: http://www.aap.org/advocacy/ releases/disastercomm.htm
American Red Cross National Headquarters431 18th Street NWWashington DC 20006Phone: 202-639-3520Web site: http://www.redcross.org -The phone numbers below are also displayed in each classroom-
Child Abuse Hotline: 1.888.334.5456
Communicable Disease Reporting Line: 1.800.542.3345
King County Emergency Management Information: 1.800.654.7623
Poison Control Center: 1.888.435.9090
Police Non-Emergency: 206.377.7777
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WSDOT’s Tripcheck (road conditions): 206.468.7532 Pacific Northwest Natural (automated switchboard for reporting gas leaks and getting help with malfunctioning gas equipment): 1.800.822.3377
Seattle City Light General: 206.228.6322Outage line: (automated switchboard for reporting power outages and getting information on power restoration): 1.888.221.7070
Appendix H: Social Media Policy
This Social Media Policy should guide your participation in social media, both personally as well as when you are acting in an official capacity on behalf of SKCS. It is critical we always remember who we are–messengers for God and examples for the children of SKCS–and what our role is in the social media community – to inspire moments of happiness, grace, and love. The same considerations that apply to our messaging and communications in traditional media still apply in the online social media space. Have fun, be witty. Use sound judgment and common sense, adhere to the SKCS values, and follow the same policies that you follow in the offline world.
SKCS COMMITMENTS
SKCS makes certain commitments concerning how we interact with the public and each other, and these commitments apply to interactions that occur on social media platforms as well.
1 SKCS will be transparent in every social media engagement.2 SKCS will protect our members’ privacy.3 SKCS will respect copyrights, trademarks, rights of publicity, etc. 4 SKCS will be responsible in our use of technology. 5 SKCS will monitor our behavior in the social media realm.6 SKCS will keep appropriate records of our participation.7 SKCS will include a bible verse or message of hope w/ every post.
COMPANY AND AGENCY ASSOCIATES’ SOCIAL MEDIA ACTIVITIES
SKCS respects the rights of its associates to use blogs and other social media tools not only as a form of self-expression, but also as a means to further SKCS goals. It is important our associates recognize when SKCS might be held responsible for their behavior. Our expectations for personal and professional/official use of social media are set forth separately below.
PERSONAL USE OF SOCIAL MEDIA: SKCS EXPECTATIONS
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When you are talking about SKCS, our church, or our congregation on your personal social networks, keep in mind that:
1 Our company’s other policies still apply.
2 You are responsible for your actions.
3 You are an important ambassador for our company.
4 When you see posts or commentary on topics that require subject matter expertise, avoid the temptation to respond to these directly unless you respond with approved messaging. When in doubt, contact the PIO or CCTL.
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