TITLER Crisis communication LOKALE Mødelokale 2.2 / Conference Room 2.2 OPLÆGSHOLDERE Eirik Lian TID 13.30, 14.05 og 14.40 SPROG Engelsk SYNOPSIS NTNU har gjennom de siste årene systematisk jobbet med risikoanalyser og kriseberedskap. Etter terrorangrepet i Norge 22. juli 2011, er dette ytterligere aktualisert. Seniorådgiver og gruppeleder ved NTNU Kommunikasjonsavdelingen, Eirik Lian gir tips og praktiske råd for organisering av krisekommunikasjonen.

1. Emergency planning for
communication professionals
Eirik Lian
Senior adviser and team leader, marketing
Communication Division
Norwegian University of Science and Technology

2. INTRO
NTNU key figures (2012)
49 departments in 7 faculties
NTNU University Library
NTNU University Museum
22 000 students
5000 employees
EUR 714 mill. budget
585 000 m2 of owned
and rented premises

7. What can happen?
NTNU has prepared for 9 different scenarios:
1. Injury / death of a student, employee or visitor
2. Fire, explosion and evacuation
3. Threats, violence, terrorism or hostage-taking
4. Criminal action performed by student / employee
5. Spread of infection and/or outbreak of infectious
disease / pandemic
6. Loss of critical infrastructure and resources
7. Events with special requirements for information
management
8. Events with negative consequences for the
environment
9. Radiation-related accidents, incidents and abnormal
events
7

8. 8

9. Communication Divison roles
•
•
5.1 Communication director (central emergency team)
5.2 “Shadow” for the communication director
•
•
•
•
•
•
•
•
•
•
•
•
•
5.3 Coordinator
5.4 Log
5.5 Social media
5.6 Text production, research, media surveillance
5.7 First line services
5.8 Contact with media
5.9 Representative on the scene of the accident/incident
5.10 Pictures/video/graphics
5.11 Communication adviser for the unit in need
5.12 Technical and administrative support
5.13 Press conference
5.14 Information coordinator at next-of-kin/evacuation centre
5.15 Assistant external resource from faculty or division
In addition we operate with “shadows” for some roles.
9

10. Action cards
One for each role
Overview of your
role and responisibillities

13. What happens in the Communication Division
during an emergency?
•
•
We mobilize the division in our operations room
Our main tasks:
–
–
Monitor media and social media
Communicate with the central emergency team
•
–
Make sure they have a good and updated situation description
Communicate internally and externally
Everybody has a
designated role and
knows what to do.
13

14. 14

15. Goals for information and communication preparedness
in critical situations
•
•
•
•
•
•
•
•
•
•
•
15
Communicate that the university has clear, confident and
responsible crisis management in place.
Clarify “ownership” of the crisis.
Set standards for the media and other people's perception of
the situation.
Help the public, students and staff with the information they
need and are entitled to.
Provide as accurate a picture of the situation as possible.
Ensure good information exchange within the organization
Provide good, updated and verified information to our central
emergency team.
Show that we have control of the situation.
Point to solutions.
Communicate "business-as-usual" if the situation allows it
Aim to interact directly with key groups/stakeholders if possible.

16. Important lessons learned
• Fast reaction
• Importance of coming up to speed quickly internally
and externally to show that NTNU is:
– 1) aware of the situation;
– 2) doing everything we can to solve it, and;
– 3) provide information about where to find information. We
have a standard message and our own “emergency box” on
our Intranet and external web (ntnu.no/nb)
• Clear structure of command. Distinct roles. Fast flow of
information.
• We have our own radios (walkie talkies) for
communication if we should need them.
16

17. How does the media think when a
crisis occurs?

18. Rocknes accident in 2004
TV2 set new standards as to what was permitted in covering a crisis.
Reporters conducted a live interview with people in the “death trap”.
18

19. The media war
• For the media, it's about winning a media war
when a crisis occurs
• The media have their own contingency plans that
will come into effect immediately when they are
notified of major accidents, terrorist acts or other
serious events.
• They want photos and live video as soon as
possible.
• They use social media to contact people in or
around the event.
19

20. Things happen fast on social media…
20