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Sept. 27, 2020 Admin 3

Crisis communicaiton statement

Pushti Ranpara

Communications Specialist

How It Was

Scenario 1

You are the PR representative for Conestoga College. The College is now in lockdown after reports of someone with a gun running through the hallways. As student has texted a parent who has called the local media. A reporter is on the phone and wants to know what’s going on.

Solution

As you all know, we have a serious situation in college right now. The security team of Conestoga as well as officials from the Waterloo Police department are searching the campus. Our priority is safety of the students, staff and every person inside this building. We appreciate your trust in us. If you have any communication inside, please tell them to keep a low profile and follow the procedure of the lockdown. We will get through this together.

Scenario 2

You are the PR representative for Walt Disney World. Fifteen minutes ago, a 10- year old boy was thrown from a ride and is now enroute to the hospital with injuries. The child was unconscious but no one knows the extent of the injuries at this point. The ride has been shut down. A reporter is in your office and wants to know what happened. (Let us assume the kid’s name is Garret Johnson)

Solution

AWith utmost sincerity, we apologize to Mr. Garret Johnson and his family for the injury caused to him. He has been taken to the hospital immediately and soon the doctors will update us on his condition. We are still investigating the matter. Let us all pray for Mr. Johnson’s early recovery. Walt Disney World takes this matter very seriously and will make sure nothing of this sort ever happens again

Scenario 3

You are the PR representative for Air Canada. A family is very upset and tweeting about a disastrous travel experience. The family of 5 (2 adults, 3 children ages 2 to 8) arrived at the airport for a family trip only to be told that the flight was oversold. The Air Canada attendant told the family there were enough seats for 4 family members but not 5. When the family insisted they must fly together, the attendant stated firmly that only 4 family members would be permitted to board. The parents’ tweets have now been picked up by the media. A reporter is on the phone and wants to know what happened.

Solution

In light of the recent tweets, we would like to apologize for the inconvenience caused to the family. Our customer’s, travel experience is most valuable to us. We provide them with a full refund, allowing them to refund the ticket, and if they wish, they can book a new ticket. We would like a chance to give them the amazing travel experience that they deserve.

Scenario 4

You are the PR representative for Good Eats, a manufacturer of baked goods (cakes, cupcakes, etc.) for people with severe food allergies. Good Eats promotes itself as being safe for people who suffer from 8 of the most common food allergies (milk, egg, soy, peanuts, tree nuts, fish, shellfish and wheat). You’ve just been advised that an 8-year old girl, Saria Glen with a severe allergy to tree nuts has passed away after eating a piece of birthday cake purchased from Good Eats. A reporter is on the phone and wants to know what happened.

Solution

The entire Good Eats team is deeply sorry for the loss of Saria Glen. We try to make sure all our products are free of the 8 most common food allergies and we have been doing this since the past 20 years. This incident has left us all with great grief and we are looking into the matter to check what went wrong from our end. No amount of sorry would bring back Saria but we are praying for her and her family.

Scenario 5

You are the PR representative for the Grand River Hospital. An elderly woman was sent home from the emergency department after complaining about unusual aches particularly in her back and arms. The attending emergency room doctor determined the woman was exhibiting symptoms of the flu and send her home to rest and feel better. Hours later the woman passed away from a massive heart attack. Her husband called the local media and wants a story written to let people know this situation happened. A reporter is now in your office and wants to know how this happened. (Let us assume the woman’s name was Mrs. Margerate Theater)

Solution

On behalf of Grand River Hospital (GRH), the doctors and the staff members, we would like to say that we all are so saddened to hear about the death of Mrs. Theater. When she visited the hospital, she showed no symptoms that could cause this heart attack. Even so, the doctors are looking into her reports and sending prayers to the family. We at GRH try our best to save lives and shape a healthier community.