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Discover the secrets of crisis management on social media with our special guest, Destin Singleton, a seasoned corporate communications expert. Recognized as one of the top 20 business management podcasts in Texas, we're thrilled to bring you Destin's insights on effectively navigating localized incidents. From discussing the merits of creating temporary local social media channels to sharing strategies for engaging communities, this episode promises to equip you with the knowledge to build trust and maintain strong stakeholder relationships. Destin also recounts a riveting tale of handling a sudden marine crisis in Anchorage, highlighting the indispensable role of preparation and media relationships in crisis situations.

Explore the delicate balance between technology and old-school methods in crisis communication, particularly within a Joint Information Center. We dive into the benefits and challenges of using digital tools like Teams and Jetty while emphasizing the need to keep internal teams informed, illustrated by the American Airlines incident. Understand the importance of strategic hashtag creation and controlled narratives during a crisis, and the value of understanding Public Information Assistance Team roles. This episode is a must-listen for anyone looking to enhance their crisis response strategies and build robust communication frameworks.

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Destin Singleton joins us on the Leading in a Crisis podcast to unravel the complex dynamics of hosting high-profile figures at your organization. Imagine receiving a call from the White House with just 72 hours to prepare for a presidential visit to your facility. Destin takes us behind the scenes of her tumultuous experience managing a last-minute presidential visit at an oil refinery in 2017. We weigh the potential benefits against the significant risks of such high-stakes situations and explore how to brace for the unexpected when your company becomes the stage for a national spotlight.

Our conversation doesn’t stop there; we shift gears to dissect the art of large crisis exercises. Are you more inclined to "play to win" or "play to stretch your team"? Through Destin’s insights, we unpack these strategies as applied by leading multinational corporations. Whether you’re pondering the impact of social media influencers using your brand as a backdrop or refining your crisis management tactics, this episode promises to equip you with practical advice and thought-provoking perspectives. Join us as we navigate the challenges and opportunities of hosting prominent guests and conducting effective crisis exercises.

If you would like any assistance with your crisis planning or training activities, including tabletop exercises or a case study to stimulate your team's preparedness, reach out to Tom, Marc or Destin.

Tom Mueller - [email protected]

Marc Mullen - [email protected]

Destin Singleton - 

https://www.linkedin.com/in/destinsingleton

emiccomms.com

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On this episode Marc and Tom are joined again by Destin Singleton and we discuss the value - and surprises - that can come from a periodic refresh of your crisis plan. We call it spring cleaning. And a spruced up plan smells so much nicer, don't you think?

Company reorganizations, personnel changes in your team or in other departments can all impact your crisis plans. New people often need training, or a refresh of training, for roles they may fill in your response plan. 

If you would like any assistance with your crisis planning or training activities, including tabletop exercises or a case study to stimulate your team's preparedness, reach out to Tom, Marc or Destin.

Tom Mueller - [email protected]

Marc Mullen - [email protected]

Destin Singleton - https://www.linkedin.com/in/destinsingleton

emiccomms.com

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On January 29, an American Airlines commuter plane collided with an Army Blackhawk helicopter near Reagan National Airport. All aboard both aircraft were killed, in what is our nation's worst airline incident in 11 years. 

How did American Airlines manage early communications around this horrific incident, a worst case scenario for any airline? We walk through the company's initial communications response to understand how they chose to speak to families of those who were on the plane, their employees involved in the response, and other stakeholders. We review their initial messaging and approaches to see what messaging they used and which channels they chose to deliver it.

Hosts Tom Mueller and Marc Mullen are joined by PR practitioner Destin Singleton, APR to discuss their early assessment. Destin is principal at Emic Communications, a strategic communications consultancy. Find her at emiccomms.com.

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In part 2 of our conversation about PTSD in the crisis management realm, we continue our conversation with Sara McKeown White, executive director of the Mental Health Coalition of Teton Valley.  Sara shares tips for avoiding PTSD and other mental health issues when living and working in highly stressful situations.

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PTSD or post traumatic stress disorder is most often associated with combat veterans returning home after a lengthy, risk-filled deployment in battlefield conditions. But PTSD can also affect team members who deploy out to a major crisis incident response. They are often dealing with situations that threaten people and communities, where emotions are running high and responder stress levels are as well.

These conditions can wear us down and create mental health issues - the most serious of which leads to PTSD - that often go unnoticed and untreated. In this episode, we discuss PTSD with a mental health specialist, Sara McKeown White, executive director of the Mental Health Coalition of Teton Valley. We discuss the signs of PTSD and what team leaders and companies can do to help prevent it from developing in their teams during and after a major incident response. 

#PTSD #mental health #crisis response #crisis communications

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One of the key tenets of crisis planning is having a surge capacity that allows you to scale up your available resources when a crisis strikes. Most companies struggle with this over time, as it can be costly to keep a PR firm or other resources on retainer. Budget cycles make this expense hard to justify, especially if your firm hasn't suffered a  major crisis.

In this episode, we delve into the very public  failures of one company - Centerpoint Energy - to maintain this communications and operational surge capacity during two serious weather-driven crises in Houston in 2024. The resulting public outcry caused significant reputational damage to the utility company, despite best efforts of the available communications and operations teams to manage the incident.

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How do you keep your team going when every second counts and the stakes couldn't be higher? Join us as Amanda Coleman, a press officer with the Greater Manchester Police at the time the incident occurred, shares her gripping experience managing the aftermath of the Manchester Arena terrorist attack. Amanda opens up about the initial misjudgment of staffing needs, the rapid burnout of her team, and the critical lessons learned from the delay in requesting help. She provides a vivid recount of the logistical challenges and the emotional challenges of coordinating political visits, family support, and public unrest.

Amanda doesn't hold back on discussing the emotional and logistical hurdles faced by senior leaders during such traumatic events. Discover the human touch she maintained even while delivering press briefings under immense pressure, and the surprising significance of a simple prop that provided emotional stability. Learn about the rare unity within the organization immediately following the attack, and the intricate balance needed to manage community relations alongside high-profile visits like that of Prime Minister Theresa May without disrupting critical operations.

The mental health toll on crisis responders and affected communities is a focal point in this episode. Amanda sheds light on the often-overlooked issue of PTSD among responders, sharing valuable lessons on recognizing the signs and encouraging individuals to seek help. Hear her insights on keeping affected individuals at the center of the response, the need for flexibility in crisis plans, and the importance of long-term support. This episode is a must-listen for anyone looking to understand the complexities of crisis management and the critical importance of mental health support.

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On today's episode we take you back to a terrorist bombing at the Ariana Grande concert in Manchester, England in 2017. A suicide bomber detonated a backpack bomb loaded with nails just after the concert ended, killing 22 concertgoers and  injuring hundreds more. The Islamic State claimed responsibility for the attack.

Our guest today, Amanda Coleman, served as the lead press officer for the Greater Manchester Police during that incident.  That agency managed the initial response, which quickly escalated to a national incident with Cobra activation at 10 Downing Street. (Cobra is the UK government's highest level of government response to an incident, and includes the Prime Minister and key cabinet secretaries.) Amanda shares with us her experiences managing the communications team and facing the many unexpected challenges associated with a terrorist attack in her community.

ow do you effectively manage communication during a catastrophic event? Tune in as we uncover the strategies and experiences of Amanda Coleman, a veteran crisis communication specialist. Amanda shares her extraordinary journey navigating the immediate aftermath of the 2017 Manchester Arena bombing. She details the critical steps she took to ensure accurate and timely information was disseminated, the importance of preparation and collaboration among emergency responders, and the unique hurdles posed by the incident and the city's geography.

Amanda offers invaluable insights into balancing the emotional needs of grieving families with the demands of an ongoing police investigation. Discover her improvisations when an emergency hotline failed and the significance of providing emotional support to both the bereaved and responders. This episode provides a compelling look at the multifaceted, human-centered approach to crisis communication during one of Manchester's most challenging times.

Amanda has published two books on crisis communication strategies and more routine communication strategies. You can purchase those books at Amazon here.

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Ever wondered how coordinated disaster response efforts come together in the face of devastating wildfires? Join us on this week's Leading in a Crisis as we sit down with Michael, who has firsthand experience on the ground during the Lahaina wildfires in Hawaii. Discover the intricate role the US Army Corps of Engineers played in uniting federal, state, and local agencies, and how crucial it was to integrate local knowledge and resources. Michael elaborates on the EPA's missions, including hazardous material removal and essential water operations, while also highlighting the importance of involving local contractors and cultural monitors. You'll gain a deep understanding of the cultural significance of daily pule gatherings, which provided much-needed spiritual support and unity for the response teams. 

Michael brings forth invaluable lessons from crisis management, emphasizing humility, teamwork, and the courage to speak truth to power – essential insights for younger responders navigating overwhelming situations. 

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