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How do you keep your team going when every second counts and the stakes couldn't be higher? Join us as Amanda Coleman, a press officer with the Greater Manchester Police at the time the incident occurred, shares her gripping experience managing the aftermath of the Manchester Arena terrorist attack. Amanda opens up about the initial misjudgment of staffing needs, the rapid burnout of her team, and the critical lessons learned from the delay in requesting help. She provides a vivid recount of the logistical challenges and the emotional challenges of coordinating political visits, family support, and public unrest.
Amanda doesn't hold back on discussing the emotional and logistical hurdles faced by senior leaders during such traumatic events. Discover the human touch she maintained even while delivering press briefings under immense pressure, and the surprising significance of a simple prop that provided emotional stability. Learn about the rare unity within the organization immediately following the attack, and the intricate balance needed to manage community relations alongside high-profile visits like that of Prime Minister Theresa May without disrupting critical operations.
The mental health toll on crisis responders and affected communities is a focal point in this episode. Amanda sheds light on the often-overlooked issue of PTSD among responders, sharing valuable lessons on recognizing the signs and encouraging individuals to seek help. Hear her insights on keeping affected individuals at the center of the response, the need for flexibility in crisis plans, and the importance of long-term support. This episode is a must-listen for anyone looking to understand the complexities of crisis management and the critical importance of mental health support. -
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On today's episode we take you back to a terrorist bombing at the Ariana Grande concert in Manchester, England in 2017. A suicide bomber detonated a backpack bomb loaded with nails just after the concert ended, killing 22 concertgoers and injuring hundreds more. The Islamic State claimed responsibility for the attack.
Our guest today, Amanda Coleman, served as the lead press officer for the Greater Manchester Police during that incident. That agency managed the initial response, which quickly escalated to a national incident with Cobra activation at 10 Downing Street. (Cobra is the UK government's highest level of government response to an incident, and includes the Prime Minister and key cabinet secretaries.) Amanda shares with us her experiences managing the communications team and facing the many unexpected challenges associated with a terrorist attack in her community.
ow do you effectively manage communication during a catastrophic event? Tune in as we uncover the strategies and experiences of Amanda Coleman, a veteran crisis communication specialist. Amanda shares her extraordinary journey navigating the immediate aftermath of the 2017 Manchester Arena bombing. She details the critical steps she took to ensure accurate and timely information was disseminated, the importance of preparation and collaboration among emergency responders, and the unique hurdles posed by the incident and the city's geography.
Amanda offers invaluable insights into balancing the emotional needs of grieving families with the demands of an ongoing police investigation. Discover her improvisations when an emergency hotline failed and the significance of providing emotional support to both the bereaved and responders. This episode provides a compelling look at the multifaceted, human-centered approach to crisis communication during one of Manchester's most challenging times.
Amanda has published two books on crisis communication strategies and more routine communication strategies. You can purchase those books at Amazon here. -
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Ever wondered how coordinated disaster response efforts come together in the face of devastating wildfires? Join us on this week's Leading in a Crisis as we sit down with Michael, who has firsthand experience on the ground during the Lahaina wildfires in Hawaii. Discover the intricate role the US Army Corps of Engineers played in uniting federal, state, and local agencies, and how crucial it was to integrate local knowledge and resources. Michael elaborates on the EPA's missions, including hazardous material removal and essential water operations, while also highlighting the importance of involving local contractors and cultural monitors. You'll gain a deep understanding of the cultural significance of daily pule gatherings, which provided much-needed spiritual support and unity for the response teams.
Michael brings forth invaluable lessons from crisis management, emphasizing humility, teamwork, and the courage to speak truth to power – essential insights for younger responders navigating overwhelming situations. -
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How does one navigate the chaos of a natural disaster while ensuring cultural respect and effective communication? Join us as we dive into the compelling and heart-wrenching story of the Lahaina wildfire in Hawaii through the eyes of Michael Brogan, a seasoned public affairs expert. He recounts the sheer devastation he witnessed in Lahaina and the complex, multi-agency recovery efforts that ensued. Michael shares the challenges of communicating the EPA's mission in an environment where traditional information channels were obliterated, offering a vivid portrayal akin to his deployments in war zones.
With over three decades of experience in the Department of Defense, Veterans Administration, and the EPA , Michael's journey from childhood inspiration to achieving his dream role at the EPA in San Francisco in 2022 is nothing short of remarkable.
In another gripping segment, we spotlight the critical role of cultural training and sensitivity in emergency response, particularly in Hawaii. Michael discusses how mandatory cultural training, led by a local Hawaiian elder, was pivotal in ensuring respectful and effective operations. He provides insight into the emotional and political turmoil faced by local authorities and federal teams, stressing the importance of understanding, humility, and grace. Michael’s reflections on working with exhausted local staff underscore the human element in crisis management, making this episode an essential listen for anyone interested in emergency response and public affairs. -
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Can AI really revolutionize crisis management? Today, we're joined by Justin Snair, the brilliant mind behind Preppr.ai, to discuss how artificial intelligence is transforming the landscape of emergency preparedness. From his roots in the Marine Corps to his innovative work with under-resourced organizations, Justin shares his unique journey and insights on making planning and crisis exercises more accessible and affordable. We explore how AI could help small organizations and nonprofits (and all of us, really) develop crisis plans and plan exercises using AI to facilitate/automate those tasks.
We'll also tackle some thought-provoking topics, such as the personalization of emergency management through AI - using chatbots to respond to public inquiries during an emergency - and using AI for more mundane tasks like sorting through your inbox.
Justin and I dig deep into the biases inherent in AI development, the sustainability challenges, and the national security implications of relying on foreign-produced semiconductors. This episode underscores the need for responsible AI development to ensure accurate information and sustainable solutions during crises. Don't miss this compelling conversation on the future of crisis management and the role AI could play in it. -
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On this episode, we continue our conversation with Will Fitzgerald and Celina Cardenas from Occidental Petroleum recounting their first time serving in leadership roles for a major crisis exercise.
Ever wondered how leaders maintain composure and maneuver through the chaos of a crisis? That's exactly what we uncover with Will and Celina as they recount their experiences at the helm during a high-intensity crisis simulation. Will pulls back the curtain on the role of a Public Information Officer in a unified command, where rapid-fire decisions and clear communication are paramount. Celina gives us a front-row seat to the demands of managing a Joint Information Center, from handling a barrage of media queries to realigning team roles on the fly for maximum efficiency. This episode is nothing short of a masterclass in leadership under fire. -
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On this episode, two first time leaders in a major oil spill response drill share their experiences, thoughts, and insights into leading during a major crisis. Occidental Petroleum tapped Will Fitzgerald and Celina Cardenas to serve as public information officer and deputy PIO for a recent drill, giving them their first taste of leading the team in a crisis. They recount for us their pulse-quickening experience in a Gulf of Mexico oil spill drill. Step into their shoes as they grapple with a game of high-stakes information chess where every move could sway public perception. Will and Celina peel back the curtain on the relentless pace of media relations, the crafting of crucial first impressions, and the dance of disseminating information under the watchful gaze of an ever-evolving media landscape.
Venture behind the scenes with us to unravel the meticulous orchestration of a Joint Information Center during an emergency, where the pressure can be intense and deadlines short. Celina takes us through the strategic play of aligning her team to navigate the complexities of this crisis response—showing us that adaptability is the name of the game. -
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Unlock the secrets of crisis leadership with the wisdom of corporate communication maestro, John Breed, manager of community and external affairs at ChampionX. We think John wins the award for working with most CEOs in a career, and he shares some of his tips for managing those relationships, particularly in a crisis. Our conversation traverses the essential traits that make or break leaders during turbulent times, with a particular focus on authentic empathy and comprehensive industry knowledge. John's storied career, working shoulder to shoulder with top CEOs, lends credibility to his insights.
Venture into the high-pressure environment of offshore drilling where communication is as vital as any safety equipment. Through a detailed analysis of a real-life rig fire, John walks us through the sometimes complex web of communications and information sharing among contractors, employees, and customers. This episode is rich with stories from the front lines, offering listeners a rare behind-the-scenes look at the meticulous orchestration of crisis drills and communication plans.
Reach Tom Mueller at [email protected]
Reach Marc Mullen at [email protected]. -
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Emergency situations don't come with a playbook, but when they strike, it's leaders like incident commander Dan Smiley who orchestrate the chaos into coherence. In our latest episode, Dan reveals the behind-the-scenes drama when multiple agencies, such as the EPA and Coast Guard, must unite under the banner of Unified Command. He gives a gripping account of a vessel grounding off the coast of California, unraveling the complexities of authority, collaboration, and the decision-making that pivots on the signing of the Incident Action Plan. As we dissect these challenges, Dan shines a light on the stark contrasts between rehearsed exercises and the unpredictable nature of real crises, where every decision carries weight.
Navigating through the fiery aftermath of the Genius Star 11 ship incident, our conversation with Dan evolves into an intricate look at adaptability in leadership roles. We examine how the response can swell or contract as necessary, transitioning from public information efforts to liaison-focused strategies. -
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Prepare to navigate the stormy seas of crisis management as we welcome the unparalleled expertise of Dan Smiley, whose storied career has taken him from the decks of the Coast Guard to the forefront of oil spill response. Now, as a consultant and podcast voice on crisis leadership, Dan steps aboard our show to chart the integration of AI into the realm of incident command. With anecdotes from the field and an insider's perspective, he brings to life the transformative impact of AI tools like ChatGPT in sculpting dynamic response strategies and propelling software innovation in crisis scenarios.
The conversation then shifts to a more turbulent current – the murky waters of AI-generated graphics and the scourge of misinformation. Battling through the challenges of crafting our podcast logo with AI, we expose the ironic complexities of technology that's simultaneously advancing and leading astray. Witness how deceptively realistic visuals, such as those of a fabricated ship fire, can undermine trust during real-life emergencies. Dan and I explore the indispensable role of Public Information Officers in this new age, armed with the latest rhetorical armor to combat an onslaught of AI-spun fallacies that threaten the integrity of truth in our digitally dominated world.
Reach Tom Mueller at [email protected]
Reach Marc Mullen at [email protected]
Reach Dan Smiley via LinkedIn. -
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On this episode, Tom and Marc review the communications coming out from the various parties involved in the Francis Scott Key Bridge collapse in Baltimore.
This is a complex response involving numerous federal, state, and local agencies, with communications coming from several different groups. Tom and Marc parse through the communications and offer insights for crisis communicators monitoring this large scale response that has more than 20 persons staffing the joint information center. We have also seen communications from the US Army Corps of Engineers, the State of Maryland, local entities, and the ship management company. How does it all blend together in this high-profile incident response? Which crisis website technology platform is being used to run the online communications? Tom and Marc offer their observations and insights.
For more information about the podcast, reach out to Tom and Marc:
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Steer clear of the political quagmire and keep your brand afloat during election season! Join host Tom Mueller and guest Kathy Leach from Brand Insights as we traverse the complex terrain of brand risk management amidst the uproar of political campaigns. Discover essential strategies for maintaining your company's integrity without becoming collateral damage in political warfare. We're getting down to brass tacks on staying informed and strategic with your brand's messaging, the art of monitoring social chatter, and the finesse of working with legal and PR mavens to sidestep potential pitfalls.
The conversation doesn't end there; we're tackling the tightrope walk of brand communication when the winds of controversy blow. Learn how to articulate principled stands on hot-button issues, anticipate the public reaction, and construct responses that strike a chord with your audience. Kathy and I lay out the blueprint for an effective crisis team and the creation of a 'war room' to manage crises with precision and speed.
You can reach Kathy Leech via email at: [email protected]
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Join us for an engaging conversation around risk communication - not the same as crisis communication - with Ann Hayward Walker, a seasoned scientific advisor who has worked major incidents including Deepwater Horizon and Exxon Valdez. Ann has spent many years exploring how people process perceived risk and how an incident management team can effectively communicate around risk issues. How does she recommend managing the difficult issue of risk communication? Hint: It isn't through the PIO or Liaison teams. Emotion plays a part in connecting with a community that has suffered a major incident, yet it can get in the way of information flow. Ann also tells us why she prefers information to facts in an emergency response context. There's a lot to unpack here. Please join us!
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Unlock the secrets to building unshakeable trust between companies and communities with our expert guest, Mary Sue Knowles. With over two decades of expertise, Mary Sue unravels the significance of community advisory panels (CAPs) for effective crisis management and the cultivation of long-term relationships. This episode is a goldmine for anyone looking to understand the sheer power of open dialogue and genuine engagement in forging community partnerships that withstand the test of time and turbulence.
Join us as we navigate the intricate process of forming CAPs, selecting the right members, and establishing a dialogue that outlasts the immediacy of regulatory approvals. Mary Sue walks us through the stark differences between a community with a CAP in place and one caught unprepared in the face of crises, with vivid examples drawn from recent headlines. By the end of our conversation, you'll grasp why CAPs aren't just good practice—they're the proactive bridge that connects industry to community, ensuring that even in the midst of storms, communication remains clear and conflicts are skillfully mitigated.
For more information about CAPs, contact Marysue Knowles at: [email protected]
To share feedback or submit a guest recommendation, contact Tom Mueller via email at [email protected].
To reach Marc Mullen for help with your crisis communications plan development or review, email him at [email protected]. -
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On this episode, we discuss the value of using live, interactive social media simulation for a realistic experience during crisis training exercises. We're joined by Geoff Paddock, a journalist-turned-communications expert based in the UK, who brings a wealth of experience in the nuclear and chemical sectors. With Geoff we dissect how digital crisis simulations provide an unparalleled level of realism and urgency that paper-based methods can't match. Our discussion takes you behind the scenes of tailoring high-stakes simulations to an organization's specific nightmare scenarios, helping teams plan their communication strategies in a safe training environment.
We discuss the STORM simulation platform, which Geoff pioneered and operates for crisis training exercises with clients around the world.
For more information on the STORM platform and crisis simulations, you can reach Geoff Paddock via email at: [email protected].uk.
Other contacts for podcast information:
Tom Mueller - [email protected]
Marc Mullen - [email protected] -
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Crisis strikes without warning, and the mettle of non-profits is tested in the heat of the moment. This is part 2 of our sit down with Randy Sumner, the seasoned crisis management expert with a wealth of experience from his days as a television news journalist to his current role as an executive coach and crisis trainer at WPNT Communications. We dissect the critical strategies that non-profits and NGOs must employ to weather the storm, using the harrowing Lakewood Church shooting as our touchstone. Randy's insights into the necessity of a robust operational response, regardless of the size of your organization, are not just enlightening—they're essential listening for anyone at the helm of a non-profit.
To contact us here at the podcast, please reach out to:
Tom Mueller - [email protected]
Marc Mullen - [email protected]
Randy Sumner - [email protected] -
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Discover the crucial elements of crisis management for nonprofits as Randy Sumner of WPNT Communications joins us to unravel the complexities these organizations encounter during turbulent times. Our enlightening discussion ventures into the necessity of meticulous preparation and the adoption of transparent practices to safeguard public trust and ensure financial vitality. Randy, drawing from a wealth of expertise in media and crisis training, warns against the peril of over-reliance on the inherent virtue of a nonprofit's mission when facing scrutiny. Listen to how the interplay between timely response and sustained public confidence can drastically shape an organization's future.
Use the following addresses to contact Tom, Marc, or our guest today Randy Sumner.
Tom Mueller - [email protected]
Marc Mullen - [email protected]
Randy Sumner - [email protected] -
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Join the conversation with Tom Mueller and Mark Mullen as we dissect the high-stakes world of crisis management, offering a rare glimpse into Boeing's strategic playbook during the Alaska Airlines incident. Through the lens of crisis communication experts, we unravel the complexities of swift, competing responses amidst public scrutiny and the 'fog of war' that often clouds crisis situations.
Our latest podcast episode takes you behind the scenes of Boeing's handling of the Alaska Airlines incident. We debate the timeliness and appropriateness of their response to this near-catastrophic incident. We critically analyze their decision to implement a safety stand down and the CEO's strategy of engaging with the crisis head-on. And we also discuss the tactic of leaking internal meeting content to key reporters in order to gain positive media coverage.
We also discuss Southwest Airlines' approach to crisis communication following an in-flight incident and fatality two years ago. Join us as we dissect these case studies and offer invaluable insights into the complex world of crisis communication in the aviation industry. -
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This week Marc and Tom review a case study Tom prepared around the recent Alaska Airlines in-flight emergency involving a suddenly missing door plug on the aircraft.
Tom pulled together a case study around early phase crisis communications and he and Marc review and discuss how the three companies involved communicated to their stakeholders and customers in the first hours and days following the incident. Those companies include Alaska Airlines, Boeing, and Spirit Aero Systems, manufacturer of the fuselage on that Boeing 737 aircraft.
It's a spirited discuss during which Tom and Marc disagree on how some communications were handled in that early phase. -
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We continue our conversation with retired US Ambassador Lewis Lucke around his experiences managing huge crisis responses in Iraq and Haiti.
Find the ambassador's entertaining memoir of his career as a foreign service officer, Duck And Cover, Improbable Tales from a Career in Foreign Service, on Amazon here. - Visa fler
