Taking crisis communication training to a new level with iPad

For some time Creative Territory has been offering workshops about communicating in a crisis. With our extensive experience in handling crises in the Northern Territory in particular, we’ve developed a good understanding of how communication can make or break your reputation when things go wrong.

But in delivering our training, something has always been missing – the consequences. Most crisis training includes some type of scenario exercise, but they are virtually all linear. The scenario plays out the same regardless of what people decide in the workshop itself. While they promote discussion, there are no consequences for choosing the right or the wrong path.

For six months we’ve been working on a way to get some real interactivity into the mix, so people could make choices along the way and see the consequences of those choices.

Thanks to the iPad, and a lot of work scenario planning, we’ve developed a way. And the feedback has been amazing. See Recovery in action with a free demo at this link.

Here are some comments from our workshop so far:

“We’ve only been going for two minutes and I’m already more engaged in this than I have ever been in a workshop before.”

“The iPad delivery is cool. We were all sitting there waiting for our turn to play.”

“At first I wanted a whiteboard to write everything down on, but then I realised we didn’t need one.”

“It’s great that there are consequences for what you decide. It makes it more real.”

We’ve called our new workshops Recovery, because we teach our clients that this is where your decisions need to be leading whenever you are faced with a real or potential crisis. The decisions you make and the things you say in the heat of the moment can have a lasting impact on your reputation and bottom line.

Recovery workshops are available, to find out more contact tracy@creativeterritory.com

Add a "Twittercue" to your emergency media release to improve accuracy

Anyone who has ever tried to communicate in a crisis or emergency understands how hard it is to get clear messages out.

As word spreads quickly through social media, and particualrly via Twitter, the essential meaning of what you thought was a clear statement can be quickly lost as the world reduces it to 140 characters.

A recent example was an announcement from the Northern Territory Government in Australia during Cyclone Carlos allowing non-essential public servants with child-caring responsibilities to take personal leave if they could not get alternate care arrangements for their children. Employees should check with their supervisor if they were not sure if they were regarded as “essential”.

The tweets from those spreading the word looked something like this:

Non-essential public servants urged to stay at home due to #TCcarlos

The result? Hundreds of public servants with and without children stayed at home without ever contacting their supervisor.


It’s hardly the fault of the multitudes who retweeted this message, but it is a great example of how a message can lose its full meaning very quickly.


Tracy Jones from Darwin-based Creative Territory said she has seen dozens of messages from authorities lose their meaning as tweeters try to get the word out within 10 seconds and 140 characters.

So what can PR professionals do to make it easier for others to pass their message on?

Following Cuclone Carlos in Darwin, Tracy created the “Twittercue”– the practice of adding a set of words to the bottom of media releases that enable tweeters to pass on your message without distorting the meaning.

So if I was writing a media release for the situation above now, she would add the following to the release:

Twittercue: NTG non-essent staff who need 2 care 4 kids may take prsnl leave. Chck with supervisor #TCcarlos http://tiny.cc/3pdeaz

Some tips for writing a great Twittercue:

§ Forget the flowery language – concentrate on the facts

§ Use an appropriate hashtag

§ Include a url pointing to the full copy of the media release

§ Keep it to 120 characters in total to allow for unedited retweeting

§ Don’t be afraid to use abbreviations – speak the language of your Tweeps.

Twittercue for this release: Add twittercue to crisis media releases to improve tweet accuracy http://tiny.cc/crisiscue #crisiscomms #twitter

Darwin and Port Keats now included in Cyclone Watch

Darwin and Port Keats are now included in the cyclone watch for a developing tropical low off the north coast of the Top End.

The tropical low, which will be called Tropical Cyclone Errol if and when it develops, is being tracked by the Darwin Bureau of Meteorology.

Residents in the watch area are now being advised to prepare their homes in case the cyclone develops some time on Friday.

Residents should:

• Clean up around homes, yards and balconies.
• Prepare a cyclone kit with food, water, first aid items, a portable radio and spare batteries.
• Know where you will shelter if you need to. Have a family emergency plan.
• Keep listening to the radio for updates.

Follow the Bureau of Meteorology for updates on the cyclone itself at these links:

Tropical Cyclone Advice
Cyclone Tracking Map

EmergencyNT will be using Twitter, Facebook and this website to keep you up to date.

Cyclone Watch for Tiwi Islands

A Cyclone Watch has been declared for the Tiwi Islands off Darwin, with a tropical low being watched closely by the Bureau of Meteorology.

Follow the Bureau of Meteorology for updates on the cyclone itself at these links:

Tropical Cyclone Advice
Cyclone Tracking Map

EmergencyNT will be using Twitter, Facebook and this website to keep you up to date.

Cyclone Carlos Information Access - We need your help.

Following on from Cyclone Carlos in Darwin two weeks ago, Creative Territory is undertaking a survey to find out how people accessed information before, during and after the event. The information we collect in this survey will help us to help our clients be better prepared for future events and to get important information out to the public.
You can complete the survey from this link: http://www.surveymonkey.com/s/cyclonecarlos
When you have finished, you will be able to look at statistical information on what people have answered so far. If you fill in your email address, we will also send you a complete copy of the results once the survey is complete.
The more people who participate, the better the results will be, so please pass this on to as many people as you can.

Dundee Road remains open to 4WD only

The damage on Namarada Drive claimed at least one victim.

The Fog Bay Road remains open to 4WD only this weekend.

Reports from locals say river crossings have up to 300mm of water across the road and Namarada Drive is deepy rutted and muddy.

While high clearance vehicles are getting through, motorists should take extreme care.

Follow Cyclone Carlos Progress With Us

Creative Territory is making it easier for clients and friends to find out what is happening in Darwin as Tropical Cyclone Carlos lashes our city and its surrounds.

Our home page features a live feed of Twitter posts about the cyclone while are consultants have been busy twittering their own experiences of the cyclone.

We also established the hashtag #NTcyclones2011 to help sort through the twitter feed, which was the leading source for information leading up to the naming of the cyclone this morning.

Our team has been out and about taking photos and gathering stories from people around the city, and we'll post them here as they become available.

To follow our coverage of Cyclone Carlos, visit our website. 

Creative Territory specialises is crisis and recovery communication. As well as providing strategic counsel to executives in times of crisis, we undertake crisis planning for organisations and have developed a a crisis communication training package featuring real scenarios on iPad consoles.

Read more about our workshop and how to book in for one here.

TIO Working to Assess Cyclone and Flood Damage

Media release from TIO
TIO assessors are working in the community to assess claims as ex-Cyclone Carlos moves away from Darwin.

Chief Executive Richard Harding said the full picture on damage is not yet clear as calls continue to come into the claims centre.

"We've obviously had a high volume of calls, so we are asking our customers to be patient as we work through the claims," he said.

"The good news is that we have not seen widespread severe damage to personal property across the city and rural areas.

“As at 11am this morning, we have received around 140 claims at an estimated value of $700 000, but it is still early days and we expect to hear from more customers.

“Around 95 per cent of the claims have been for damage to building and contents, with the remaining being for vehicle damage.

"We know a number of customers have had flood damage and I want to assure them that their TIO policy does cover them. At TIO flood cover means flood cover.

"We have also seen some damage to cars and other property from fallen trees as well as water damage.

hope to have more information later today about the number of claims and the extent of the damage."

For further information please contact:
Chris Thiel Head of Corporate Relations
Telephone: 8946 2651
Mobile: 0407216650

Local TIO staff and consultants assessing cyclone damage

TIO has deployed a team of local staff and consultants to help assess cyclone and flood damage from Cyclone Carlos.

CEO Richard Harding said extra help has been brought in from local experts to field the large number of potential claims.

“It’s important that we get people to the damage spots as quickly as possible, but it’s even more important that people secure their homes and belongings,” Mr Harding said.

“People will not be jeopardising their insurance cover if they take action to protect their homes and safety before assessors can get to them.

“We’ve had a large number of calls from customers, so we are asking people to be patient as we quickly work through all claims.”

To 3pm today about 200 claims have been lodged for damage valued at around $1 million, but it is still early days. Most claims have been for damage to buildings and contents while a small number have been for vehicles.

"We know a number of customers have had flood damage and I want to assure them that their TIO policy does cover them,” Mr Harding said.

“At TIO flood cover means flood cover.”

This is the text of a media release from TIO
For further information please contact:
Chris Thiel Head of Corporate Relations,
Telephone: 8946 2651, Mobile: 0407216650