Crisis Communication Work Process developed for Belgian Federal Government
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Marynissen H, Pieters S, Van Achte T (2014) Crisis Communication Work Process developed for Belgian Federal Government.
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Crisis Communication Work Process developed for Belgian Federal Government
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Dr. Hugo Marynissen, Stijn Pieters, Tim Van Achte E-mail: hugo@pm.be • Twitter: @hmarynissen, @StijnPieters, @timvanachte, @CrisiscenterBE www.pm.be • www.crisis.ibz.be Discipline 5 RD 2003 & 2006 Emergency and intervention planning Ministerial Circulars NPU Notify and inform the population Support by experts Legal framework Activation process of a Team D5 Primary roles Three phase consultation and IBS Work processes Roles Methods Team D5 Support of local D5 Work process crisis communication Collaboration model for 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 PrinciplesLuggageAttitude Objective: earn and keep the trust in the authorities before, during and after an emergency situation. Analysis Approach Elaboration Co-ordination OrganisationEffect Team D5 Strategy Advice Perception People involved Transformation Reality Emergency situation Measures Operations Analyst Editor Teamleader Strategist Outside Team D5 Inside Municipality Province Permanence ADCC Communication ADCC Role of Team 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 time of the next consultation is determined. This method is known as the Meeting clock. Notify Communication ADCC Availability of team members SMS alert entire D5 network Mobilise role of Team leader Selection of team members Division of tasks SPOC for the local manager D5 On site or remote Analysis Strategy Advice Co-ordination Organisation Approach Elaboration D5 On site Effect Measures Operations Editing DU Editing FR Webcare D5 On site Call centre Strategist Internet Audio/Video Co-ordinator Analysis Analysis Co-ordination Advice Execution Team leader Co-ordinator Editing Strategic In terms of content CommonpictureJudgementConclusions 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 consultation Form a common picture Judgement Start of consultation Agree on time of next meeting Supporting roles Primary roles Jointly go through the three phase consultation Work separately and go 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 Process developed for Belgian Federal Government