Revised: 12.1.2020
Overview
SSI is an established and highly respected company. We have a reputation for providing excellent services and we maintain strong relationships with our customers as a preferred provider for event production management services, creative, media, and video content.
Purpose
This plan exists to assure that information disclosed by SSI when applicable is timely, accurate, comprehensive, authoritative and relevant to all aspects of SSI. Adherence to this plan is intended to provide an effective and efficient framework to facilitate the timely dissemination of information and handling of all situations.
Scope
This crisis communications/operations plan applies to all employees of SSI and its subsidiaries and divisions as well as third-party contractors.
In the event that SSI is not required to take the lead on an unexpected interruption to normal operations, SSI will work with the client to determine the best course of action to ensure that the safety of all involved is the first priority.
Designation of Company Spokesperson
SSI’s Corporate Communications team/officer is both the principal client contact and company spokesperson, working cooperatively with our client’s response team.
This department has expertise in media relations, crisis communications and operational response planning, and determines how to provide information as it relates to other details that are not yet public. Corporate Communications will convey the official SSI position on issues of significance or situations that are particularly controversial or sensitive in nature. Among corporate communications responsibilities:
1. Increase public awareness and understanding of SSI, the services that we provide our communities, and our future prospects for growth.
2. Promote a positive public image of SSI and the work we do to the audiences that are important to the Company, which includes existing and prospective customers, employees and vendors/landlords as well as government officials, banks, shareholders and our industry peers.
Depending on the situation, an individual external to corporate communications may be asked to be a spokesperson on a particular issue due to their knowledge, experience and expertise. Corporate Communications will work with that designated spokesperson to prepare them for media interviews as needed. Preparation may include developing talking points as well as counseling, training and practicing for the interview.
Guidelines for Talking with the Media
A reporter, producer, or other news media may contact you for a number of reasons, for example:
1. To get information about SSI.
2. To get information about a recent unexpected event/situation like natural disasters, thefts or arrests, accidents or injuries; customer or employee complaints, federal, state or local regulatory actions; etc.
3. To get information or comment about an action or event that could impact our industry, new competitive entrants, new product launches, ch
4. To get general information on a topical story in your community such as changes in local governmental officials or policies, problems or issues specific to the community you serve, etc.
Refer all media calls to Corporate Communications by saying, “For information or comment, please direct all media inquiries to our Corporate Communications department. You can reach them at (telephone number).” Please refrain from saying that you are not authorized to talk to a reporter or have to get permission to do so.
Whenever taking a call from the media, the same courtesy and professionalism in which we approach customers should be displayed toward the media. Please act quickly when approached by the media to ensure that the reporter’s deadline is met. This is important because the way this call is handled may be the reporter’s first or only impression of SSI, and that first impression may end up in the published news story the broadcast news segment. In order to promote our customer service image, it is important to respond quickly, courteously and professionally to all media calls.
Please remember to contact Corporate Communications if and when you have been approached by the media. Even though you have referred the media, Corporate Communications will need your help to prepare a response. Do not let a reporter compel you to answer questions on the spot. It is always beneficial to prepare in advance in order to provide accurate and relevant information.
Guidelines for Photographs and Film
A similar process as described above will be used when someone the media is requesting permission to take photographs or to film inside our facilities. Refer the caller to Corporate Communications. No one will be given access to your facility for a photo or filming without approval from Corporate Communications, and equally important, Corporate Communications will not give approval without talking in advance with the manager of the facility. This is a joint decision between the facility and Corporate Communications.
Decisions will be based upon a number of considerations including but not limited to:
1. What does SSI have to gain from the photo and filming?
2. How much disruption(s) will this cause to operations?
3. What is the age and condition of the facility?
4. Does the facility look “picture perfect” good?
A reporter or camera crew may show up unannounced at your facility. This is most likely to occur in crisis situations at one of our facilities or within one of the communities we serve. Or, it could occur if the media learned about an event at your facility from an external source who has organized a demonstration or boycott.
Please know that Corporate Communications will not send the media to any company operating facility without prior approval by the facility manager. When dealing with reporters and camera crews who may show up unannounced, the facility manager and staff should act with the same courtesy and professionalism as we approach customers. Contact Corporate Communications immediately and let them know which news source is there. Corporate Communications will contact the camera crew’s newsroom or the print photographer’s editor for clarification.
We cannot prevent the filming or photographing of common areas outside of our facilities which we do not operate. Examples would include public parking lots, courtyards and walkways. The following guidelines should be used when television camera crews or print photographers show up unannounced at your facility.
- Although we cannot prevent the media from photographing or filming the exterior of our facilities, we will contact their newsroom and/or editors for clarification.
- The media cannot enter our facility to photograph or film without permission.
- The media cannot block the entrance to our facility or prevent people from entering our facility or conducting business as usual.
- We can inform the media if our customers complain about the inconvenience caused in the parking lot or walkways.
Be courteous and friendly, but also remember that no matter how congenial or affirming the reporter, photographer or camera crew, everything you say and do may be observed and reported by the media representative who is trying to make the facility come alive for his/her audience.
These guidelines apply to our employees, vendors, partners and third-party individuals and/or all contracted services.