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- Description
- Table of Contents
- About the author
Is your library vulnerable to challenges arising from difficult patrons, censorship, budget issues, natural disasters, or disgruntled staff? Almost daily, libraries tread the line to limit the scope of problems and complaints so they don't expand into full-blown crises.
When emergencies escalate, knowing what to do in advance is the key. Libraries that are equipped with ready contact information, talking points, and spokespeople at hand are prepared to limit damage from big events or ensure small problems don't escalate. Expert library PR pro Thenell illustrates communications basics in this step-by-step primer, designed to prepare libraries for communicating to critical contacts in times of crisis.
This expert custom-made planner will guide you to creating a time-savingresource to have at your fingertips for any emergency situation.
Must-have tools include:
- Communications information kit for everyday use—and for times of crisis
- Practice scenarios for appointed spokespeople
- Checklists that provide a head start when an emergency happens
- Communication-readiness throughout the organization
- Confidence-boosting tools to deal with the media
- Customized news releases that tell your story effectively
Following these proven guidelines, libraries will gain the confidence to handle any crisis, as they lay the foundation for ongoing communications with key audiences on a regular basis.
Preface
Acknowledgements
Part 1
The Crisis Communications Plan
When Emergencies Turn into Crises
Developing Your Crisis Communications Plan
Part 2
Gathering and Maintaining Crisis-Ready Information
Ready to Respond
Gather Your Contact Information
How Will You Communicate?
Basic Library Information: What to Have on File and on the Website
To Do
Part 3
Assembling the Team: The Collective Intelligence
Creating a Balanced Team
Makeup of the Crisis Communications Team
The Voice of the Library: The Leader-Spokesperson
The Importance of Speaking with One Voice
To Do
Part 4
Identifying Library Audiences and Stakeholders
Identifying Your Library's Stakeholders
Maintaining Regular Communication with Stakeholders
Creating a Stakeholder Communications Grid
Educating and Nurturing Stakeholders
To Do
Part 5
Assessing Your Library's Crisis Potential
Your Library's Annual Checkup
Conducting the Vulnerability Checkup
To Do
Part 6
Creating Ready Responses for Areas of Vulnerability
Stay Ahead of Your Critics: Prepare and Practice
Crisis Response Example: Workplace Violence
Ideas for Talking Points
To Do
Part 7
Building Positive Media Relationships
Working with the Media before a Crisis Occurs
Working with the Media during a Crisis
Part 8
Communicating during a Crisis
The Power of Emotion: Messages with Feeling
What to Do Immediately
What to Do As Soon as Possible
To Do
Part 9
After the Crisis: A Time of Opportunity
What People Hear, Believe, and Remember
After the Crisis
Conclusion: A Crisis Communications Success Story
Your Crisis Plan: A Work in Progress
Appendices
Twenty Tips for Writing an Effective News Release
Sample News Release
Glossary
Further Reading
Index