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Crisis Communication Plan
Utah Valley University
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COMMUNICATION
CRISIS PLAN
Disney Parks and Services
November 29, 2020
Hadley Swensen
Table of Contents
- Plan Overview and Potential Crises
- Crisis Communication Team
- Spokespersons
- Key Messages
- Target Contact Lists
- Social Media Strategy
- Communication with Target Audiences
Crisis Communication Team
In the events of crises this is the team that would meet together to discuss all things covering the subject of the crisis. Of course, they will have other staff helping and aiding in their efforts, but these chosen leaders will cover their specific tasks and assist where needed.
Head of Crisis Communication Team:
Ensures that the sub-groups in the communication team understand their role, convey personal expertise, accomplish their specific responsibilities, and succeed in a timely manner.
➢ Bob Chapek Chief Executive Officer, The Walt Disney Company
Legalities:
The legal team should be provided with all information on the crisis in order for them to determine whether or not legal action needs to be taken and if so, what they need to prepare for. They should also connect with their Government Officials found on the media list to provide them with any legal information.
➢ Alan Braverman Senior Executive Vice President, General Counsel and Secretary, The Walt Disney Company ➢ Jack Yellin Associate General Counsel and Chief Compliance Officer, The Walt Disney Company ➢ Ronald L. Iden Senior Vice President and Chief Security Officer, The Walt Disney Company
Financials:
In the event of a crisis, money is a very important part. Financials is responsible for determining how much money will need to be spent on various crises, how it should be spent and how much they can afford to spend, and any other issues dealing with money.
➢ Carlos A. Gómez Senior Vice President and Treasurer, The Walt Disney Company ➢ Christine M. McCarthy Senior Executive Vice President and Chief Financial Officer, The Walt Disney Company
Communication:
Relying information to employees, stakeholders, costumers, and the media is crucial in a crisis. The communication sub-group oversees releasing true, accurate, and the most important information to the public. When, through what medium, and how the information is worded goes through the communication team as well.
➢ Diane Jurgens Executive Vice President, Enterprise Technology and Chief Information Officer, The Walt Disney Company ➢ Zenia Mucha Senior Executive Vice President and Chief Communications Officer, The Walt Disney Company
Standards and Values:
Before crisis even hits, it is important to have set standards, values, and ethics that you can lean back on in hard times. This sub-team ensures the importance of these keystones and will provide insight on sensitive topics and issues.
➢ Latondra Newton Senior Vice President, Chief Diversity Officer, The Walt Disney Company ➢ Jayne Parker Senior Executive Vice President and Chief Human Resources Officer, The Walt Disney Company ➢ Jack Yellin Associate General Counsel and Chief Compliance Officer, The Walt Disney Company ➢ Josh D’amaro Chairman, Disney Parks, Experiences and Products
Safety:
Ensuring the safety of employees, stakeholders, and customers is a valued principle to Disney. We understand that you are trusting us with you and your family, and we do not take that lightly. Therefore, this sub-team focuses on maintaining a safe environment for our customers and a strong healthy relationship with our employees
➢ Ronald L. Iden Senior Vice President and Chief Security Officer, The Walt Disney Company ➢ Jayne Parker Senior Executive Vice President and Chief Human Resources Officer, The Walt Disney Company
Technical Experts:
These Walt Disney employees serve company as technical experts in answering detailed questions.
Diane Jurgens Executive Vice President, Enterprise Technology and Chief Information Officer, The Walt Disney Company ➢ Credentials: Diane Jurgens is responsible for the planning, prioritization, implementation of operations. Not only ensuring the strategic relevance of information but providing operational effectiveness as well. ➢ Why? Having the title Diane Jurgens does, there is no better person to address highly detailed questions, concerns, and future policies. Diane is a professional in this realm and exhibits nothing but expertise on the topic.
Robert A. Iger Executive Chairman and Chairman of The Board, The Walt Disney Company
➢ Credentials: Robert Iger ran the company for over 15 years leading Disney to become “one of the world’s largest and most admired media and entertainment companies,” ➢ Why? Robert Iger has been with this company for years, not even counting the 15 years he ran it. There is no one that knows the ins and outs of this company better than him.
Key Messages
These are the messages Disney Parks and Services wants to convey to their stakeholders, employees, customers, and the public in time of crisis.
➢ Disney is committed to making sure that all preventative measures are taken to reduce the risk of a potential crisis occurring.
➢ If Disney can recognize the potential risks, the organization will be able to react and reduce the liabilities that the organization could face.
➢ In the event of a crisis, The Walt Disney Company and Disney Parks must react immediately with an open and honest transfer of information.
Target Contact Lists
The following lists contain names, titles, numbers, and email addresses of Government Officials and media personnel that are deemed as target contacts for aid, quote, press, and/or statement.
Government Officials:
Name Title Phone Number
Email Address
Harry Sidhu Anaheim Mayor
(714) 765-
5247
hsidhu@anaheim
Gavin Newsom
California Governor
(916) 445-
2841
N/A
Jerry Demings
Orange County Mayor
(407) 836-
7370
mayor@ocfl
Buddy Dyer Orlando Mayor
(407) 246-
2221
buddy@orlando
Ron DeSantis Florida Governor
(850) 717-
9337
Media List:
Name Title Phone Number Email Address Mike Baker Editor, New York Times
(212) 556-1234 mike@nytimes
Dewayne Bevil Reporter, NBC News
(407) 420-5477 dbevil@nbcnews
Ryan Parker Senior Staff Writer, USA Today
(323) 525-2000 ryan@thr
Kirsten Acuna Senior Editor, Business Insider
N/A kacuna@businessinsider
Joe Kleiman News Editor, The Independent
(262) 412-7107 joe@theindependent
Communication with Target Audiences:
This table shoes the target audiences, how they are to be contacted, what medium is used, and the timeline and frequency in which they will be alerted.
Target Audience Point of Contact Communication Mediums/Channels
Timeline
Leadership The Communication Team
- Board meeting ASAP
Employees and their families
The Communication Team and/or higher management for lower employees
- Face-to-face meeting
- Email with crisis responsibilities
Employees should be made aware of any information prior to customers and/or the media in order for them to act accordingly. Government Officials
The Legal Team - Face-to-face meeting - Skype call
ASAP
Customers The Communication Team
- Social media
- Television
- Website
Customers should be alerted quickly followed by concise updates. Media The Communication Team
- Statement
- Press conference
- Press kit
The media should be alerted quickly but with enough time to have a grasp on the issue, put together a statement, and have a strong plan in place.
Crisis Communication Plan
Course: Public Relations (COMM 2300)
University: Utah Valley University
