Tag Archives: crisis counseling

crisis response

Are you an “expert” crisis counselor?

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Recently, I guest lectured at UNC Charlotte, where the students continue to ask great questions, including:  “At what point in your career do you know you’re a crisis management expert?  When you know that your counsel is right?”

My stock answer: “I don’t have all the answers, but I’m pretty confident that I’ll make a good case for my counsel and that I’ll ask all the right questions.  That’s why I can say I’m an expert.”

Allow me to expand on that:

I don’t think any experienced crisis counselor can suggest they have all the answers to every situation.  There are too many judgment calls that need to be made, based only on information that is available at any given time.  The best of the best can be fairly confident that they’re providing the best possible counsel.  That doesn’t mean the counsel is always right.

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crisis response, opinion and insights

More Qantas/Rolls-Royce problems; more Jaques’ perspectives

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Last November, Qantas was thrust into the spotlight for an emergency landing seemingly caused by one of its Rolls-Royce engines.  Recently, the airline has faced a few more incidents involving Rolls-Royce engines. 

Once again, I reached out to Australian blogger and crisis management expert Tony Jaques for more perspectives on the situation.  Following is a summary of our dialogue:

J.D.:  What is the media/public sentiment in Australia right now — any scrutiny pointed at the airline or the engine manufacturer?  Any notable public anger or fear of flying?

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opinion and insights

Jaques on Qantas/Rolls-Royce situation

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Since starting this blog, I’ve enjoyed an ongoing dialogue with Tony Jaques, a Melbourne-based issues and crisis expert.  Tony read my posts on the Qantas A380 situation from last November and told me he’d keep me posted on local updates.

Last week, Tony forwarded his update post and granted permission for me to re-post in its entirety, below.

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crisis response, planning and prevention

Tragedy in Japan: addressing natural disasters

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The situation in northeast Japan is grim and may soon get worse.

Source: CNN

At the time of this writing, the earthquake and resulting tsunami has led to early estimates between 900 and 1,800 dead. That does not include the nearly 9,500 people unaccounted for in the coastal town Minamisanriku. Japanese authorities are also presuming that two nuclear reactor meltdowns may already be underway. Broadcast media have already speculated on the possibility of another Chernobyl-like disaster.

The people of Japan will need help. If history is a guide, help will come. It will come from the U.S. and other governments. It will come from citizen donations that will funnel through charitable, religious and disaster-aid organizations. It will also come from emergency management and corporate citizen efforts of many companies that have the resources to pitch in.

I’ve written many “natural disaster” crisis communications plans for organizations. Below, I provide a brief summary of the typical contents of these plans. Perhaps this summary can help an organization that wants to pitch in – but may not know how to start organizing.

These plans are typically split into two halves: 

"Three Tough Q's" Interview Series

Three Tough Q’s: Drew Levinson

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This blog was only six months old when I was contacted by Drew Levinson, who asked if I would help him learn more about the profession of crisis management.  Drew was certainly no stranger to crises.  As a broadcast correspondent for CBS News, Drew covered terrorist attacks in New York City, Hurricane Katrina, the crash of the Concorde, the Columbine tragedy, and the U.S. Airways “Miracle on the Hudson.”  Drew wanted to take that experience “over the fence” to become a crisis communications consultant.  We made a gentlemen’s agreement to continue talking.  A short time later, we’ve partnered on a few crisis-focused media coaching assignments. 

Drew’s a terrific guy with an insatiable inquisitive spirit – great qualities for journalists and crisis managers alike.   I decided it was time to turn the tables on Drew – to put the microphone and spotlight on him by asking these Three Tough Q’s:

 

Q1:  Based on your experiences and opinion, how common is “thesis journalism,” where more than 50% of a story is written before a company spokesperson is interviewed about a crisis situation?

It’s extremely common.  Most crisis situations are sudden and ongoing breaking news stories.  Therefore the correspondent’s job is to get information to the public as quickly as possible.  That means getting visuals and getting someone to talk.

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