Crisis Communications: Instilling Trust in Turbulent Times-Crisis Communications Instilling Trust in Turbulent Times Recording

Video Transcription

Video Summary

The webinar, hosted by GHA's Director of Communications Kristi Helms, featured crisis communications expert Mary Newton, a U.S. Air Force veteran with 20 years of experience in healthcare, military, and government sectors. Mary emphasized the importance of continuous, truthful, and transparent communication during crises to maintain trust and credibility. She highlighted that crisis response should focus on showing care and compassion rather than perfection. Examples such as the United Airlines and BP oil spill incidents illustrated poor responses, while Tylenol's handling of product tampering exemplified effective crisis management involving swift action and communication.<br /><br />Mary stressed the importance of integrating communications with operational leadership to prepare and respond effectively. Key tactics include establishing clear roles, maintaining updated crisis communication plans, and using accessible channels like websites for timely updates. Employees are crucial stakeholders and should be consistently informed.<br /><br />Effective media interaction involves prompt acknowledgment of inquiries, clear messaging with sound bites, managing expectations, avoiding "no comment," and staying on message. Logistics such as media policies, training, and designated media areas are essential.<br /><br />Mary concluded that ongoing preparation and building a foundation of trust through consistent positive stories help organizations better navigate crises when they arise. She encouraged attendees to pursue further training and utilize available resources for crisis communication readiness.

Keywords

crisis communications

Mary Newton

trust and credibility

continuous communication

crisis response

United Airlines incident

BP oil spill

Tylenol product tampering

media interaction