Crisis PR: Preparedness Can Help Prevent Panic

To take a quote from FEMA...
"Are you ready?"



Watch this 1976 public service announcement that actually ran on national television.

How does it make you feel?
Does the message provoke or prevent panic?
Is it rational and real or reactionary?

Fast forward 33 years.

The swine flu emerges again.

Now as the swine flu, a.k.a. H1N1, swept across our globe, a country was shut down, stories about pigs consumed the 24-hour news cycle, and the panic played out on the world stage when the Vice President "gave his personal opinion" about the pandemic.

Yep...it is true that in the world of communications, if it bleeds, it leads. The media devoured the drama of his quote and then they went on and on about every aspect of the what if's, why not's and how come's of H1N1. Many reporters and media types hypothesized and proselytized and then repeated it again and again about the pandemic to the point of what I saw as fear mongering.

Anyone in a leadership position as well as the media are held to a high standard to tell the truth, share advice and also serve for comfort in a time of crisis. Certainly any representative of the White House should know more about dangerous situations or things that might hurt U.S. citizens. I can tell you thought with my background in crisis communications and issues management, I cringed when I heard the V.P. Biden's comments. He told the truth...or did he?

In retrospect, we now know there seemed to be a missing link called education about H1N1 (or even better a black hole) and it went all the way to the White House. That meant the creeping pandemic was allowed to become its own pandemic of speculation instead of known facts.

Maybe the CDC didn't have all the facts? Maybe the U.S. doesn't have a strong interoperable disaster plan with Mexico? Maybe this experience was a dress rehearsal for the U.S. and its health organizations and government agencies to get in gear before we are faced with a much stronger version of H1N1 or worse?

Fortunately, knowledge is power and someone at the Centers for Disease Control sat up and took notice. The CDC began pushing out news release after news release. As their public relations efforts kicked in and crisis management began to play out, most responsible media outlets and journalists began to consciously report the facts.

The Drs. dedicated a one-hour episode to the topic. CNN's Dr. Sanjay Gupta reported on the virus from Mexico City. And White House Press Secretary Robert Gibbs issued an apology for Vice President Biden's comments that he wouldn't recommend taking a commercial flight or riding in a subway car because swine flu can spread in confirmed places. And the V.P. gaffed again on the Today Show as he tried to clarify his earlier comment. Once again, the White House put out a statement almost making it look like Matt Lauer set him up to answer the question to get a fear answer.

From all of this, know that when facing a crisis, the truth should always be primary. But with managing the message, the truth should be facts presented so that everyone understands them.

So are you ready? If not, you can get ready and get tips about preparing for any kind of disaster by checking out http://www.ready.gov/, http://www.cdc.gov/h1n1flu/#stay_healthy, http://www.hhs.gov/ and http://www.fema.gov/plan/index.shtm.

As always, feel free to contact me with questions, to speak to your group or if you need a hand with your crisis plan or help handling any type of public relations issue. Hopefully you won't need the training, a plan or me, but it is always better to plan an escape route proactively than being in the middle of the street and using the "wish I may, wish I might form of crisis management" and hoping that the oncoming bus won't hit you...or at least not too hard.