CRISIS COMMUNICATION FACT SHEET
CRISIS COMMUNICATIONS MANUAL CRISIS COM UNICATION FACT SHEET
What Defines a Crisis? A crisis is an event that occurs suddenly and most often unexpectedly. A crisis demands a quick response and, if mismanaged, can result in loss of profits, increased litigation, job loss, decreased employee morale, reputation damage, decreased competitive strength, increased government intervention, increased consumer activism and decreased trust in management. Crises can range from natural disasters such as floods, tornadoes and blizzards to external disasters and emergencies including fires, chemical exposures and multiple victim accidents. Other examples of crises involve workplace violence and fraud.
GOALS FOR CRISIS RESPONSE
Protect the integrity of CREA and its employees.
Assist with safety efforts and minimize damage.
Minimize the impact of a negative situation.
Provide reliable information to the media to prevent ‘fake news’.
Control the message and flow of information.
Be open, accountable, and accessible.
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CRISIS COMMUNICATIONS MANUAL CRISI COM UNICATION FACT SHEET
Nothing is Off the Record Remember: Nothing is “off the record” — anything you say may impact the situation. Never Say “No Comment” Instead, tell reporters “The situation is still being reviewed, and we will have a statement as soon as we have all the facts. Take Action Immediately contact the appropriate person, CEO Jeffrey Whiting, followed by CREA’s communications person Stefanie Brown. Respond Quickly Respond quickly to define and control public perception of how we are helping the crisis, or the media will do it for us. Show Care Show care, concern, and compassion for all involved QUICK TIPS FOR IMMEDIATE RESPONSE You may be asked questions by media that you do not immediately know the answer to. Never speculate. You should acknowledge concerns, but you should not comment until a statement has been approved and a spokesperson(s) has been assigned. DO NOT place blame for the incident. DO NOT fail to alert the right people immediately. DO NOT deny or refuse to admit there is a situation. DO NOT refuse to discuss the crisis with those involved. DO NOT allow your position to get in the way of seeing the situation and its gravity. DO NOT fall into analysis paralysis—inaction as the result of over-analyzing the situation. DO NOT take uneccesary steps. This may create the misperception that you’re trying to cover something up. DO NOT question the reporter’s intelligence. WHAT NOT TO DO DO NOT panic, comment, or speculate.
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CRISIS COMMUNICATIONS MANUAL CRISI COM UNICATION FACT SHEET
CREA CRISIS COMMUNICATION TEAM
In the case of a crisis, notify the crisis communications team and relevant CREA staff. Charles Anderson
MOBILE 317.690.4616 DIRECT 317.808.7365
Tony Bertoldi (Responsible for contacting investors)
MOBILE 617.921.0104 DIRECT 617.892.6071 Stefanie Brown MOBILE 312.330.5541 DIRECT 317.808.7193 Katy McShane MOBILE 317.670.7555 DIRECT 317.808.73285 MOBILE 317.670.7439 DIRECT 317.808.7367 Gary Rodney MOBILE 917.676.5190 DIRECT 212.405.2651 Krysten Schmidt MOBILE 812.987.1533 DIRECT 317.808.7217 Roger Shank MOBILE 317.504.8596 DIRECT 317.808.7212 Jeff Whiting MOBILE 317.459.6853 DIRECT 317.808.7178
Wayne Nelis (Responsible for contacting property managers)
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