For all who are interested in how crisis communications should be handled, this press briefing is a textbook example of a job very well done. I highly recommend watching the recording, whether you work in government, non-profit, or the private sector. When tragedy strikes, keep it simple, stick to the facts and give concrete, verified and useful information.
- The briefing begins with an expression of condolences to the families affected by the crash, in a tone that is serious, sober and shows concern and empathy, without any unnecessary dramatization (exaggeration) or feeling of "we just want to get it over with". During the briefing, emotion (sorrow) does come, but it is not allowed to overpower the speakers and distract from the reporting.
- The briefing gives ALL the information available at the moment, but ONLY the information available and verified.
- The speakers stick to the facts known at the time, and only the facts.
- The briefing clearly explains who the stakeholders (partners) in the investigation are; what the investigative process will consist of; who will be doing what; the investigation timeline and when the results will be made public.
- During the Q&A part, NTSB officials do not allow themselves to be drawn into any speculations about probable cause or responsibilities of the crash. They do not let themselves be drawn into commenting/addressing the controversial statements by President Trump.
- At no time is there an attempt to either dodge responsibility nor to impose blame.
- The need to respect the privacy and grief of the families, as well as the integrity of the investigative process is stressed several times.
- Clear information is given to the media on who will provide information on what as the investigation progresses, and through which channels (briefings, social media, names of officials).
- Questions are answered simply and directly. Where the answer is not know, the officials state that and say when/where it will be obtained.
LIVE: National Transportation Safety Board on DC plane crash
The National Transportation Safety Board holds a briefing after an American Airlines regional passenger jet and a U.S. Army Black Hawk helicopter collided and crashed into Washington’s Potomac River leaving 67 people dead.
#Crash #PlaneCrash #Helicopter #BlackHawkHelicopter #Washington #AmericanAirlines #Airport #ReaganWashingtonNationalAirport #NTSB #Reuters #News #Live
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