{"id":57954,"date":"2024-05-07T07:00:48","date_gmt":"2024-05-07T05:00:48","guid":{"rendered":"https:\/\/www.simagazin.com\/?p=57954"},"modified":"2024-08-23T13:56:10","modified_gmt":"2024-08-23T11:56:10","slug":"communication-in-crisis","status":"publish","type":"post","link":"https:\/\/www.simagazin.com\/en\/si-alpin\/topics\/management-tourism\/communication-in-crisis\/","title":{"rendered":"Communication in crisis"},"content":{"rendered":"<p><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 gradient-container-1 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;margin-bottom: 0px;margin-top: 0px;border-width: 0px 0px 0px 0px;border-color:#e2e2e2;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_6 1_6 fusion-one-sixth fusion-column-first gradient-column-1\" style=\"width:16.666666666667%;width:calc(16.666666666667% - ( ( 20px ) * 0.16666666666667 ) );margin-right: 20px;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><style type=\"text\/css\">.fusion-builder-row .fusion-layout-column.gradient-column-1 .fusion-column-wrapper:before {content: \"\"; position: absolute; width: 100%; height: 100%; top: 0; left: 0;z-index:-1;background: -webkit-gradient(linear, left top, right top, from(), to())!important;background: -webkit-linear-gradient(0deg, , )!important;background: -moz-linear-gradient(0deg, , )!important;background: -ms-linear-gradient(0deg, , )!important;background: -o-linear-gradient(0deg, , )!important;}<\/style><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_2_3 2_3 fusion-two-third fusion-column-last gradient-column-2\" style=\"width:66.666666666667%;width:calc(66.666666666667% - ( ( 20px ) * 0.66666666666667 ) );margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-1\"><h4><strong>SI Magazin:<\/strong> How did you experience the accident including the cabin crash and the immediate aftermath?<\/h4>\n<p><strong>Michaela Burger:<\/strong> In the initial moment, one can\u2018t believe it\u2018s true. Yet one knows it must be true because nobody jokes about such an incident.<\/p>\n<h4>How did you approach communication?<\/h4>\n<p>I am the head of the crisis management team at Bergbahnen Hochoetz and responsible for communication in that capacity. My first call was to the hotline of our crisis communication partner P8 in Innsbruck, with the aim of immediately initiating communication efforts.<\/p>\n<h4>How prepared were you for the worstcase scenario, and to what extent did this preparation help?<\/h4>\n<p>We regularly train procedures in case of a crisis situation, including various communication-related crises. However, we had not envisioned such an extreme case during our training sessions. Nevertheless, practicing communication procedures greatly helped us.<\/p>\n<\/div><style type=\"text\/css\">.fusion-builder-row .fusion-layout-column.gradient-column-2 .fusion-column-wrapper:before {content: \"\"; position: absolute; width: 100%; height: 100%; top: 0; left: 0;z-index:-1;background: -webkit-gradient(linear, left top, right top, from(), to())!important;background: -webkit-linear-gradient(0deg, , )!important;background: -moz-linear-gradient(0deg, , )!important;background: -ms-linear-gradient(0deg, , )!important;background: -o-linear-gradient(0deg, , )!important;}<\/style><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-2 image-narrow-container gradient-container-2 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling fusion-equal-height-columns\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;margin-bottom: 0px;margin-top: 0px;border-width: 0px 0px 0px 0px;border-color:#e2e2e2;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-2 fusion_builder_column_1_6 1_6 fusion-one-sixth fusion-column-first gradient-column-3\" style=\"width:16.666666666667%;width:calc(16.666666666667% - ( ( 20px ) * 0.16666666666667 ) );margin-right: 20px;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><style type=\"text\/css\">.fusion-builder-row .fusion-layout-column.gradient-column-3 .fusion-column-wrapper:before {content: \"\"; position: absolute; width: 100%; height: 100%; top: 0; left: 0;z-index:-1;background: -webkit-gradient(linear, left top, right top, from(), to())!important;background: -webkit-linear-gradient(0deg, , )!important;background: -moz-linear-gradient(0deg, , )!important;background: -ms-linear-gradient(0deg, , )!important;background: -o-linear-gradient(0deg, , )!important;}<\/style><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-3 fusion_builder_column_2_3 2_3 fusion-two-third fusion-column-last gradient-column-4\" style=\"width:66.666666666667%;width:calc(66.666666666667% - ( ( 20px ) * 0.66666666666667 ) );margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-builder-row fusion-builder-row-inner fusion-row\"><div class=\"fusion-layout-column fusion_builder_column_inner fusion-builder-nested-column-0 fusion_builder_column_inner_3_4 3_4 fusion-three-fourth fusion-column-first\" style=\"width:75%;width:calc(75% - ( ( 20px ) * 0.75 ) );margin-right: 20px;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-column-content-centered\"><div class=\"fusion-column-content\"><div class=\"cbp-qcustomelement- cbp-1872976786\"><div class=\"custom-si-image \"><img src=\"https:\/\/www.simagazin.com\/wp-content\/uploads\/2024\/02\/Michaela-Burger-_-Winter-1.jpg\" \/><\/div><\/div><\/div><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column_inner fusion-builder-nested-column-1 fusion_builder_column_inner_1_4 1_4 fusion-one-fourth fusion-column-last\" style=\"width:25%;width:calc(25% - ( ( 20px ) * 0.25 ) );margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-column-content-centered\"><div class=\"fusion-column-content\"><div class=\"cbp-headline cbp-1593523932\"><div class=\"custom-si is-underline text-left\"><H3>Michaela Burger,<\/H3><\/div><\/div><div class=\"fusion-text fusion-text-2\"><p>CEO Bergbahnen Hochoetz<\/p>\n<\/div><\/div><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><style type=\"text\/css\">.fusion-builder-row .fusion-layout-column.gradient-column-4 .fusion-column-wrapper:before {content: \"\"; position: absolute; width: 100%; height: 100%; top: 0; left: 0;z-index:-1;background: -webkit-gradient(linear, left top, right top, from(), to())!important;background: -webkit-linear-gradient(0deg, , )!important;background: -moz-linear-gradient(0deg, , )!important;background: -ms-linear-gradient(0deg, , )!important;background: -o-linear-gradient(0deg, , )!important;}<\/style><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-3 gradient-container-3 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;margin-bottom: 0px;margin-top: 0px;border-width: 0px 0px 0px 0px;border-color:#e2e2e2;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-4 fusion_builder_column_1_6 1_6 fusion-one-sixth fusion-column-first gradient-column-5\" style=\"width:16.666666666667%;width:calc(16.666666666667% - ( ( 20px ) * 0.16666666666667 ) );margin-right: 20px;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><style type=\"text\/css\">.fusion-builder-row .fusion-layout-column.gradient-column-5 .fusion-column-wrapper:before {content: \"\"; position: absolute; width: 100%; height: 100%; top: 0; left: 0;z-index:-1;background: -webkit-gradient(linear, left top, right top, from(), to())!important;background: -webkit-linear-gradient(0deg, , )!important;background: -moz-linear-gradient(0deg, , )!important;background: -ms-linear-gradient(0deg, , )!important;background: -o-linear-gradient(0deg, , )!important;}<\/style><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-5 fusion_builder_column_2_3 2_3 fusion-two-third fusion-column-last gradient-column-6\" style=\"width:66.666666666667%;width:calc(66.666666666667% - ( ( 20px ) * 0.66666666666667 ) );margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-3\"><h4>You mentioned P8. How specifically did the collaboration occur?<\/h4>\n<p>P8 is our partner in crisis communication. Once a year, we conduct workshops to practice procedures based on a crisis manual that is continuously updated and supplemented.<\/p>\n<h4>How did you act immediately after the accident?<\/h4>\n<p>We had a clear distribution of roles within the team. Everyone knew what their tasks were.<\/p>\n<h4>How did you handle press relations?<\/h4>\n<p>We, along with P8, drafted an initial press release within 20 minutes and sent it to the media. This swift action allowed us to maintain control over the communication as much as possible.<\/p>\n<\/div><style type=\"text\/css\">.fusion-builder-row .fusion-layout-column.gradient-column-6 .fusion-column-wrapper:before {content: \"\"; position: absolute; width: 100%; height: 100%; top: 0; left: 0;z-index:-1;background: -webkit-gradient(linear, left top, right top, from(), to())!important;background: -webkit-linear-gradient(0deg, , )!important;background: -moz-linear-gradient(0deg, , )!important;background: -ms-linear-gradient(0deg, , )!important;background: -o-linear-gradient(0deg, , )!important;}<\/style><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-4 fusion-flex-container gradient-container-4 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;border-width: 0px 0px 0px 0px;border-color:#e2e2e2;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start\" style=\"max-width:1164.8px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-6 fusion_builder_column_1_1 1_1 fusion-flex-column gradient-column-7\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><style type='text\/css'>.reading-box-container-1 .element-bottomshadow:before,.reading-box-container-1 .element-bottomshadow:after{opacity:0.7;}<\/style><div class=\"fusion-reading-box-container reading-box-container-1\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"reading-box\" style=\"background-color:#f9f9fb;border-width:1px;border-color:rgba(226,226,226,0);border-left-width:3px;border-left-color:var(--primary_color);border-style:solid;\"><h2>Crisis communication tips<\/h2><div class=\"reading-box-additional fusion-reading-box-additional\">\n<p><strong>Basics:<\/strong><\/p>\n<ul>\n<li>Crisis readiness 24\/7\/365<\/li>\n<li>Active communication \u2013 initial reports within 60 minutes after the occurrence of the event to the media<\/li>\n<\/ul>\n<p><strong>Subsequently:<\/strong><\/p>\n<ul>\n<li>Media work \u2013 sending further current information to the media<\/li>\n<li>Preparation of internal wordings<\/li>\n<li>Media support including coordination of interview requests &amp; media appointments<\/li>\n<li>Monitoring of traditional media and social media<\/li>\n<li>An external perspective helps to maintain an overview during the crisis<\/li>\n<\/ul>\n<p><strong>Requirements:<\/strong><\/p>\n<ul>\n<li>Annual workshops and exercises on crisis scenarios<\/li>\n<li>Crisis manual, continuously updated<\/li>\n<\/ul>\n<p><em>\u00a9 P8 Marketing, Benjamin Rohrer, www.p8.eu<\/em><\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><style type=\"text\/css\">.fusion-builder-row .fusion-layout-column.gradient-column-7 .fusion-column-wrapper:before {content: \"\"; position: absolute; width: 100%; height: 100%; top: 0; left: 0;z-index:-1;background: -webkit-gradient(linear, left top, right top, from(), to())!important;background: -webkit-linear-gradient(0deg, , )!important;background: -moz-linear-gradient(0deg, , )!important;background: -ms-linear-gradient(0deg, , )!important;background: -o-linear-gradient(0deg, , )!important;}<\/style><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-builder-column-6{width:100% !important;margin-top : 0px;margin-bottom : 20px;}.fusion-builder-column-6 > .fusion-column-wrapper {padding-top : 0px !important;padding-right : 0px !important;margin-right : 1.92%;padding-bottom : 0px !important;padding-left : 0px !important;margin-left : 1.92%;}@media only screen and (max-width:1024px) {.fusion-body .fusion-builder-column-6{width:100% !important;order : 0;}.fusion-builder-column-6 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}@media only screen and (max-width:640px) {.fusion-body .fusion-builder-column-6{width:100% !important;order : 0;}.fusion-builder-column-6 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}<\/style><\/div><style type=\"text\/css\">.fusion-body .fusion-flex-container.fusion-builder-row-4{ padding-top : 0px;margin-top : 0px;padding-right : 0px;padding-bottom : 0px;margin-bottom : 0px;padding-left : 0px;}<\/style><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-5 gradient-container-5 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;margin-bottom: 0px;margin-top: 0px;border-width: 0px 0px 0px 0px;border-color:#e2e2e2;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-7 fusion_builder_column_1_6 1_6 fusion-one-sixth fusion-column-first gradient-column-8\" style=\"width:16.666666666667%;width:calc(16.666666666667% - ( ( 20px ) * 0.16666666666667 ) );margin-right: 20px;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><style type=\"text\/css\">.fusion-builder-row .fusion-layout-column.gradient-column-8 .fusion-column-wrapper:before {content: \"\"; position: absolute; width: 100%; height: 100%; top: 0; left: 0;z-index:-1;background: -webkit-gradient(linear, left top, right top, from(), to())!important;background: -webkit-linear-gradient(0deg, , )!important;background: -moz-linear-gradient(0deg, , )!important;background: -ms-linear-gradient(0deg, , )!important;background: -o-linear-gradient(0deg, , )!important;}<\/style><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-8 fusion_builder_column_2_3 2_3 fusion-two-third fusion-column-last gradient-column-9\" style=\"width:66.666666666667%;width:calc(66.666666666667% - ( ( 20px ) * 0.66666666666667 ) );margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-4\"><h4>Hubert Juen, the district police commander of Imst, played a central role in providing information about the accident. Why?<\/h4>\n<p>We were in very close coordination with the police, who had internally arranged that only the district police commander could provide information. It\u2018s important to know that the police only share verified information.<\/p>\n<h4>Communication involves not only the media but also numerous other groups. How did you approach this?<\/h4>\n<p>We used our press releases to inform other groups, such as accommodation providers, the tourism association, and the owners. Equally essential is informing our own employees.<\/p>\n<h4>What are the key takeaways for you after the accident?<\/h4>\n<p>I\u2018m glad to see that as a team, we \u201cfunctioned\u201c very well during the crisis, and everyone could rely on each other. My central advice is to conduct crisis training regularly. In case of an emergency, one is then very grateful to have an established, professional crisis communication structure in place.<\/p>\n<\/div><style type=\"text\/css\">.fusion-builder-row .fusion-layout-column.gradient-column-9 .fusion-column-wrapper:before {content: \"\"; position: absolute; width: 100%; height: 100%; top: 0; left: 0;z-index:-1;background: -webkit-gradient(linear, left top, right top, from(), to())!important;background: -webkit-linear-gradient(0deg, , )!important;background: -moz-linear-gradient(0deg, , )!important;background: -ms-linear-gradient(0deg, , )!important;background: -o-linear-gradient(0deg, , )!important;}<\/style><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Crises often come out of nowhere. It\u2018s important that they don\u2018t catch us completely unprepared. Therefore, it\u2018s also important to consistently maintain crisis communication. This was recently demonstrated in the Austrian Hochoetz ski area, as stated by managing director Michaela Burger in the interview.<\/p>\n","protected":false},"author":12,"featured_media":57958,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[178,317],"tags":[],"_links":{"self":[{"href":"https:\/\/www.simagazin.com\/en\/wp-json\/wp\/v2\/posts\/57954"}],"collection":[{"href":"https:\/\/www.simagazin.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.simagazin.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.simagazin.com\/en\/wp-json\/wp\/v2\/users\/12"}],"replies":[{"embeddable":true,"href":"https:\/\/www.simagazin.com\/en\/wp-json\/wp\/v2\/comments?post=57954"}],"version-history":[{"count":3,"href":"https:\/\/www.simagazin.com\/en\/wp-json\/wp\/v2\/posts\/57954\/revisions"}],"predecessor-version":[{"id":57960,"href":"https:\/\/www.simagazin.com\/en\/wp-json\/wp\/v2\/posts\/57954\/revisions\/57960"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.simagazin.com\/en\/wp-json\/wp\/v2\/media\/57958"}],"wp:attachment":[{"href":"https:\/\/www.simagazin.com\/en\/wp-json\/wp\/v2\/media?parent=57954"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.simagazin.com\/en\/wp-json\/wp\/v2\/categories?post=57954"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.simagazin.com\/en\/wp-json\/wp\/v2\/tags?post=57954"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}