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Crisis Communication Plan for Diving

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Submitted By goodegg35
Words 2166
Pages 9
Professor: Dr. Pierre X. Camps Programme: MSc IBN
Written by: Omar ABDEL-HAFEZ, Sihan Li Yuan Chen Tianjiao DU

Crisis Communication Plan for Camel Dive Club & Hotel

Crisis Communcations Plan for Camel Dive Club & Hotel
Written June 26th, 2012
ABDEL-HAFEZ Omar Sihan Li Yuan Chen Tianjiao DU

Revised June 26th ,2013
ABDEL-HAFEZ Omar Sihan Li Yuan Chen Tianjiao DU

Tested August 7th, 2012

Statement from Management to employee
 Camel dive club and hotel is a service company that owns 2

diving centers , hotel, bar and restaurant.

Statement from Management to Employee
 Our risk is heightened by nature of industry such as use of

dysfunction of breathing equipment in an underwater environment, dysfunction of equipments, the boats run out of gas, injuries, environmental pollution.
 In case of human injuries: every boat is equipped with a

rescue equipments, pharmaceutical drugs and a well trained rescue team

 If the Crisis Communication Plan is not followed in

the event of a crisis, destroyable damage is possible. In dealing with this plan, we must keep in mind that

safety is our number one concerns and can not be ignored Crisis Inventory
5 4 3 2 Probabilty Damage

1
0
Shark Attack Boat Dysfunction Equipment of breathing Dysfunction equipment Revolution Effect Injuries

 There was before a shark attack in Na’ama bay , Sharm

El Sheikh on 7 December 2010

Acknowledgment
By signing this statement, I verify that I have read this CCP and am prepared to put it into effect.  Simone Pelucchi, General Manager (Signature, date )  Miki Clark, Operations Manager (Signature, date )  Bianca Greiner, Training Manager (Signature, date )  Ian Brown, Technical Manager (Signature, date )

Rehearsal Date
 Once a year

August 7th , 2012

Purpose
 In Case of any of the previous mentioned crisis, we must take fast actions to save our clients and

employees. Our stakeholders must be informed immediately. The Manager of the crisis team must call the local media and tell them the absolute truth because if we told them the truth they will be on our side.

Objective
 To inform our GM in 1 hour maximum  Make sure that our staff and costumers are in good

conditions  To save the situation as much as we can  To inform the local media in 2 hours maximum  To inform the stakeholders and the staff family members in 2 hours maximum  Find the source of the problem as soon as possible

Key Publics
Name Address Phone Skype Maher Abo Gabal 23 RD Salah Salem, Cairo, Egypt 1 RD heliopolis, Cairo, Egypt +2012244556672 Maher.Gabal

Ahmed Fahmy

+20123311338872

Fahmy001

Ahmed Yasser

12 RD Karfaweya, Alexandria, Egypt 12 Rotana Resort, Hurghada, Egypt

+201004488992

Karf.Yasser

Zeyad ElMehalawy

+201006677441

Abo.Elzoz

Key Publics
Name Address Phone Skype
Simone Pelucchi 12 RD Na’ama Bay , +201227866872 Sharm El Shiekh 600 RD Horeya , Sharm El Shiekh 55 RD Zeyad Mekkawy, Sharm El Shiekh 5 RD Macky , Cairo +201288738883 Simone.Pelucchi55 2 Miki.Ckk

Miki Clark

Bianca Greiner

+201223106772

Greiner.Bianca77

Ian Brown

+201227175214

B.Ian

Local Radio
Name Contact Personnel Phone number E-mail Nile FM Osama Mounir +201256677542 Contact@nilefm.ne t Contact@newsfm.c om service@negoom.n et

News FM

Ahmed Magdy

+20100121213135

Negoom FM

Zeyad Meckawy

+201224567892

Mega FM

Anwar Serag

+201200006541

contact@link.net

Local Television News
Channel Director Address Telephone E-mail
Nile News Amr Hegazy 23 Tahrir Square, Cairo, Egypt 33 Madinet EL Antag , 6th October , Egypt 45 Na’ama Bay , Sharm El Shiekh, Egypt +20692704765 Amr.hegazy@ni lenews.com Ramdanmoham ed@gmail.com Alaa.tantawy@c anal9.com Samehshousha @ses.com

El-Masreya

Mohamed Ramadan Alaa Tantawy

+20693600700

Canal 9

+20693900800

SES News

Sameh Shousha 69 Shark Bay, Sharm El Shiekh, Egypt

+20693500700

Crises Communication Team
Title Duties Name Telephone E-mail Skype Crisis Communica tion manager Backup Crisis Communica tion manager Make the strategies and work the plan Make the strategies and work the plan Simone Pelucchi +2012278668 Simone.Pelu Simone.Pelu 72 cchi552@gm cchi552 ail.com +20122717521 B.Ian@gmail Ian.b 4 .com

Ian Brown

Crises Communication Team
Title Duties Name Telephone E-mail Skype Assistant Crisis Communic ation manager Spokespers on 1 Help the Bianca crisis Greiner communica tion manager Speak to the media +201223106 772 Greiner.Bia Greiner.Bia nca77@gma nca77 il.com

Miki Clark +201288738 883

Miki.Ckk@ gmail.com

Miki.Ckk

Spokespers on 2

Speak to the media

Ahmed Mansour

+201022009 Ahmed.ma Mansour.a 91 nsour@gma il.com

Crises Communication Team
Title Duties Name Telephone E-mail Skype

Diving Expert

Gives Ahmed explanation Diaa and how to handle the problem Gives legal advices Karim shu

+201222999 21

Ahmed.dia a@gmail.co m

Ahmed.Dia a

Legal Advisor

+201009090 Shu.ahmed 92 @gmail.co m

Karim.shu

Primary and Backup Spokesperson
Name Telephone Home office Email

Miki Clark

+20128873888 3

+20692708765

+20693704765

Miki.Ckk@gm ail.com

Ahmed Mansour

+20102200991

+20692208765

+20692708767

Ahmed.manso ur@gmail.com

Trick Questions (1/3)
 Speculative questions that begin with if:  If more equipments are dysfunction how many

people would have injured ?  If the shark didn’t go away , what would you do ?  Leading questions:  You do agree that we can avoid the dysfunction of equipments, right?

Trick Questions(2/3)
 Loaded questions:  Isn’t it true that you knew that there were a

conflict because of the revolution and you failed to do anything?  Isn’t it true that you knew that some equipments didn’t pass the quality test and you chose to ignore it?  Isn’t it true that you knew that the person couldn’t go that deeper and you still let him ?

Trick Questions(3/3)
 Naï questions: ve  What exactly does Camel do ?

 How many employees in the company are trained with first aid ?
 Silence question:  This tactics aims to get you to “spill your guts”

 Good-bye question:
 By the way, how did the crisis actually happened?

List of Emergency Personnel
Name
Police Deportment

Address
33 RD Zeyad Mekkawy, Sharm El Shiekh

Department
Media Relations

Telephones
+20693906028

Fax
+20693959382

Fire Deportment 55 RD Na’ama Bay , Sharm El Shiekh Emergecy Medical Center Insurance Claims Services Sharm ElSheikh Int'l Hospital 67 RD Horeya , Sharm El Shiekh 95 RD Horeya , Sharm El Shiekh 54 Rd.Public, Sharm El Shiekh

Information department Communications

+20695904364

+20695934445

+20693694089

+20693640788

ubilc Relations

+20693656929

+20698935984

Pubilc Relations

+20693661625

+20693660981

Equipment for the Crisis Control Room (1/2)
 Special telephone without electricity(last longer)
 List of alternative suppliers of equipment Contact lists and media directories  Chairs and desks  Bulletin boards

 Computers & typewriters
 Battery-Powered flashlights and lamps  Battery-Powered televisions and radios  Police radios

Equipment for the Crisis Control Room (2/2)
 Maps of the plant or crisis area  Company letterhead, pens and pencils

 Telephone directories
 Press kits  Walkie-talkies  Food and beverages  Cameras and film

 CMPs and crisis communications plans

Pre-gathered Informations
 Prepare and gather various documents that may possibly be needed during a crisis. Among the

possiblities are these:  Annual reports  Backgrounders The idea for Camel Dive Club began when its founder, Hesham Gabr, visited Naama Bay with friends in the early 1980s. Inspired by the lifestyle of Sinai's diving pioneers, the project culminated with the opening of Camel Dive Club, in 1986.

Fact sheets
 Our main dive center is open from 8:00 to 22:00, directly beside the Hotel.  You may check in for guided boat diving, snorkeling and tech diving.  There is a lockable store room for stowing your

equipment.  Our dive school (open 8:00 to 18:00) is located in the courtyard next door.  The separate school allows Camel instructors to give extra attention to student divers.

Photos

Photos

Photos

Location of Camel Dive Club

Location of Camel Dive sites

 How to use this map: Click on the icons to open the description for each location. Use the controls on the left to zoom in and out and to move around the map. Alternatively you can click and drag directly on the map to move around and double click to zoom in. If you wish, follow the link below to view a larger version directly in Google Maps.

Internet sources
 http://maps.google.com/maps/ms?ie=UTF8&hl=en&t=h&msa

    

=0&msid=113820657015973895395.000474036c40ef8708c97 &ll=27.888853,34.249878&spn=0.388413,0.782776&z=10&s ource=embed Map of tocation of Camel Dive Club http://www.cameldive.com/about/staff-team/category/cameldive-club-naama-bay/ Fact sheets About Camel Dive Club http://www.moi.gov.or Police Deportment's website

Safety Records
 As our club is one of the largest dive clubs and has a great safety record more than 20 years.  Equipment is normally rented out per day at about 10USD or around that. Which makes travelling in

SEA for you a lot easier.

Pre-gathered Informations
News Release: At approximately____(time) today____(date), a____(diving accident, injure,etc.)occurred in Egypt's Red Sea resort of Sharm El-Sheikh. Trained and experienced officals in our club took immediate action about this situation.We are very concerned about (victim's name ) and our first priority is to send (he/she) to the emergency department.We wish for (his/her) speedy recovery.

Pre-gathered Informations
(Victim's name)hurted after ____(they were hit by a fastmoving boat). We are gathering information, and as soom as details become available. we will inform the media through regular news conferences and updates to our organization's website.The police department and iinsurance company arrived in half an hour to support us deal with this emergency.We also need to inform ___(countries') embassy in Cairo if the victim are foreigners

Key Messages (1/3)
For customers:  Our customers are our first priority.  At the company, safety is more important than production.  Our biggest concern is for those affected.  Employees will check the quality of the equipment before delivered.

Key Message (2/3)
For employees:
 Our biggest concern is the safety and benefits of the employees.
 We maintain a strict and thorough process to avoid problems such as these from occurring by requiring our employees to receive a food-handler permit.

Key Message (3/3)
For unpredictable issues:  We are sorry for what happened and we take full responsibility for what happened.  We don not know how it happened, but we are trying to find out and we will let you know as soon as possible.

Methods of Communication
Teleph one
Employee Executive Customer Board of Director Media & Newspaper Simone Ian Brown Bianca Greiner Miki Clark Miki Clark Rachel Ivey Rachel Ivey Ian Brown

E-mail

Fax

Letter by Message
Bianca Greiner

Persona Bulletin News 1 Visit Board Release

Miki Clark

Miki Clark

Shareholders

Ramadan

Ramadan

Matters and Attentions
 Update website in time during a crisis.  Answer the blog as soon as possible.  Distribute this plan to all members of the crisis team.

 Review and update the plan ONCE EACH YEAR.

The Process of Simulation
• In the first, the controller of the crisis communication plan will explain everyone the rules of the simulation. The controller will provide necessary information for the simulation but not the effects of the actions. It is internal communication and the time or the length of the crisis will not be informed. • Then a background information will be given to the crisis communication team. Team members are guided by information to set up a team during a crisis like fire, boat equipment dysfunction or dysfunction of the health equipment.

The Process of Simulation
• The information given by the controller will be as detailed as possible. It will also be realistic. Then the crisis communication team will evaluate the situation and initiate the crsis communication plan. • The crisis communication team should be able to communicate with each other to deal with the crisis . One of the mission of the simulation is to test the communication procedures.

The Process of Simulation
• The crisis communication team will also analyse the situation and the problems in the crisis, for example, how it happened, how to prevent such thing from happening again. • The team should be able to determine how this crisis affects the clients, market and image of the club.

The Process of Simulation
• Implement the written crisis plan as much as possible. They should focus on their own assignments. The team should note all the difficulties for modifications. • Prepare the spokesperson to report the crisis as they appear. • This simulation is designed for different teams so it should be challenging and can be modified.

Evaluate the Plan
 Crisis management team: 1. Did all the members of the team preformed well

under pressure? 2. Is there is anyone that we should replace him?  Media relations: 1. How was the reaction of the community regarding our way of handling the crisis?

Evaluate the Plan
 Media relations: 1. Were there is areas that we didn’t receive from it

positive coverage of our company? Why?
2. We the coverage have been better if we had built a strong relationships with the media before the crisis?

Reference
 cameldive.com  Google.com

 The book of the crisis communications plan

Thank You

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