Crisis Communication Lessons from Planned Parenthood
Anatomy of Strong Crisis Communication: What Planned Parenthood Did Right
- Prepared – It already had a crisis communication plan in place that it could tailor and put into action quickly; it recognized more attacks were coming and prepared its supporters to brace themselves.
- Decisive – It responded quickly (with the facts in hand) and decisively through written and digital channels (email, video, Twitter).
- Empathetic – PPFA’s response struck the right tone. It was strong and did not concede wrongdoing but acknowledged that the optics weren’t optimal.
- Engaging – Planned Parenthood’s supporters are passionate and ready to act – through Twitter, blog posts, emails to Congress, etc. The group used the power of personal stories to connect with people on the issue.
- Connected – PPFA prioritizes building and maintaining strong ties with allies and decision makers willing to stand in support of the organization
Guest Post: Beth Kanter
Our interactive session at the Fall 2013 Communications Network Conference in New Orleans was a blend of content delivery and peer learning – a conversation about the value, different approaches and models, and best practices. Betsey Russell captured the highlights of the content in this blog post, “Boosting Nonprofit Communication Capacity.” A copy of our presentation and some of the takeaways follow.
I’ve noticed lately there’s a new word out there – or rather an old word in a new context. “Curation” – an act I think of as being done in museums – is showing up more and more often in the communications field. I find it everywhere: while catching up with a colleague who tells me she’s been “curating the program for a conference”; in an article in Buzzfeed that tells me that @brainpicker, a favorite Twitter feed that I follow, is the work of an “online curator” named Maria Popova; in a Mashable review of Tumblr, a popular blogging platform and social networking site, that explains how Tumblr has started doing its own “curating.”
What “curate” seems to mean right now is find a lot of beautiful and interesting things, put them together in one place and then share your collection with others, usually via social media. And all of a sudden it’s what all the cool kids are doing – the hot new way to both experience and share things found on the internet.
Which leads me to the obvious question: As a communications professional should I be curating?