SECURITY MANAGEMENT
USA
August 2003
Circulation: 30,486
 
BOOK REVIEWS
 
JANE'S CRISIS COMMUNICATIONS HANDBOOK
Published by Jane's Information Group; available from ASIS International, Item #1524, 703/519-6200 (phone), www.asisonline.org (Web); 229 pages; $24 (ASIS members), $27 (non-members).
 
It is not uncommon to see media coverage of the early stages of a crisis where a spokesperson utters the unthinkable: "No comment." Surely spokespeople wouldn't make such fundamental errors had they read Jane's Crisis Communications Handbook beforehand. The authors accurately observe that the first 24 hours of a crisis are critical to establishing the organization's credibility and capability of managing the incident.
 
Chock full of case studies, checklists, and templates, this book percolates with insight into both the media and the afflicted organization. An insider's view of how the media reports stories is uniquely beneficial, with the authors including a substantial chapter on how to work with reporters, such as by developing relationships before a crisis erupts. Also anchoring the book are chapters on developing messages and strategy and creating response procedures.
 
One of the book's major themes is the need to develop key messages and deliver them consistently. The wisdom of that thinking was borne out in the generally well-received military briefings during the war in Iraq earlier this year.
 
As is almost inevitable, any book that tackles such a nuanced subject has some shortcomings. The few paragraphs devoted to workplace violence don't do the topic justice. Case studies and guidelines on handling the media during such a crisis would have been appreciated. But overall, as they urge corporate spokespeople to do, the authors deliver a clear and powerful message. (END)
 
REVIEWER: Brian Strong, CPP, is a member of the safety and security department at Blue Cross Blue Shield of Florida, with more than 17 years of experience in private security. He is a member of ASIS International.
 
 

  
 
INDUSTRIAL SAFETY MANAGEMENT
June 2003
UK
 
Jane’s Crisis Communications Handbook
 
Review by Evan Morris
Head of Community Relations, Cheshire Fire Service.
 
Reading the background of the authors and contributors to Jane’s Crisis Communications humbled me.
One thing is evident; the Americans are very good at planning. Cynically one could suggest that this book
has been produced post September 11 and capitalises commercially on a form of global anxiety. There is
absolutely nothing wrong with that as long as the content and advice is based on sound principles and experience.
 
To me the book reinforces what I learned some years ago in that “Chaos has a Theory”. The whole idea in
producing such a handbook is to accelerate the learning process. A person new to the arena of emergency
media management would do well to read this. Also, those not directly involved, because bear in mind all major
emergencies start with an initial response and attendance and therefore it can be a relatively junior officer or
official who finds themselves in the firing line of the media. Actions taken early on in an emergency will have a
fundamental impact on a successful outcome.
 
An excellent part of this book is the way it uses case studies to reinforce learning points, which develop
into process. These include Sept 11, dealing with hurricanes, bio-terrorism hoax, civil disturbances
and much more.
 
If there is a point of constructive criticism it is this. The title Jane’s Handbook suggests that it can be
tucked into your pocket and pulled out in the event of an emergency. This unfortunately is a fundamental
mistake and one which befalls many emergency plans and handbooks in the event of real emergencies.

What Jane’s Crisis Communications handbook is, is an excellent foundation on which to produce an
action plan in the event of an emergency. It contains many templates and crisis communications bullet
points which would be invaluable as aide memoirs. All in all, if you are a member of the
emergency services on the front line, involved in communications either in the private or
public sector, it is worth a read. It is also an essential aid to assisting in compiling a plan.
 
The production of a good working plan and its effective exercising will go a long way to enhance and
bond working relationships and trust between the emergency services, the government and the media.
In a major emergency our needs are interdependent and the only way we are going to keep
the public informed safe and as free from anxiety as possible, is by working with the media and
helping them to get their information right.
 
The book is available from Jane’s Information Group, Sentinel House, 163 Brighton Road, Coulsdon, Surrey CR5 2YH Tel: 020-8700-3750         Fax: 020-8763-1006   E-mail: info@janes.co.uk         Soft-back         229 Pages        15cm x 11cm   Cost £16.50


 
Media
October 2003
(c. 10,822. Hong Kong)
 
Jane’s Crisis Communications Handbook
 
By Louie Fernandez and Martin Merzer. Published by Jane's Information Group.
229 pages.
"Journalism is the opposite of pancake make up and boudoir lighting. The further journalists get away from you, the worse you look", wrote satirist PJ O'Rourke. He was referring to the "mistake" made by Israel in banning journalists from covering military operations in the West Bank last year.
 
Contrast that with the Pentagon's decision to "embed" reporters with troops in a brilliant move that helped cultivate media and public support for a war that now appears was fought under false pretext.
 
Too often, the corporate landscape is littered with the mangled reputations of organisations that mishandled a crisis by refusing to recognise the importance of open-ness and transparency.
 
But crisis communications is not simply a 'PR' function. During the initial stages of the Sars outbreak Hong Kong's Hospital Authority and Department of Health exchanged potentially life-saving information about the outbreak by faxes. But they failed to communicate effectively with junior medical staff which may have contributed to the deaths of a number of health-care workers.
 
It's in this context that Jane's Crisis Communications Handbook makes for compelling reading for any senior executive, managing director or communications professional. This tiny tome is the Boy Scout manual of crisis communications offering a structured and pre-scriptive approach.
 
Jane’s . . . excellent starting point
 
Its main authors, Louie Fernandez and Martin Merzer, bring together a seasoned mix of theory and practical applications. Fer-nandez is the lead editor and is senior bureau chief for public affairs with Miami-Dade County's Fire Rescue and Office of Emergency Management. Merzer is a senior writer for the Miami Herald, who covered crises ranging from 9-11 to the Gulf War.
 
The book analyses the range of crises that attract media attention and force an organisation to respond externally and internally. One major theme emerges and echoes P J O'Rourke's trenchant reference cited earlier: the media can be a positive tool to an organisation in crisis if properly managed. The first step to managing the beast is under-standing how it operates and its needs.
 
The second step is to develop a structured and tested communications plan that fits into the overall crisis management structure and accommodates the public's hunger for information in a timely and transparent manner. This may seem like 'media handling 101', but it's shocking how quickly organisations tend to forget the basics when disaster strikes.
 
The Chinese Government learned its lesson the hard way during the Sars crisis, when it muzzled the media at first - a failed strategy the Government is still trying to reconcile.
 
Extremely helpful and relevant as a starting point for developing a crisis communications plan is the 'Seven-step communications response plan', which is also printed on the inside cover for handy reference.
 
There is considerable information available on crisis management, which includes a 'communications' component. But the book offers organisations an excellent starting point and comprehensive framework. I'll keep it in my briefcase for my next pitch.
 
Ray Rudowski is director of Hill & Knowlton's crisis and issues management and training practice in Hong Kong.