Crisis Communications
When a crisis hits, timing, tone and transparency are everything. JKD provides calm, experienced guidance to help organizations navigate high-pressure moments with clarity, credibility and compassion with targeted messaging, media preparation and media management.
Heather Gardens – Explosion & Resident Death
JKD was brought in for crisis management after a subcontractor installing new cable lines in the community hit a gas line that resulted in a major explosion and the death of a well-regarded resident.
The subcontractor had previously had concerns with other utilities during the construction project. In this instance, several residents reported concerns of the odor of gas to local fire authorities, who assessed, but did not identify safety concerns to evacuate residents. Upon the explosion, several emergency systems were put into action, including through the management of Heather Gardens. JKD was called in to assist with communications with community members and local media coverage, which was top news in print and broadcast outlets. JKD had 90 minutes to prepare for a media interview with current board members and provide Heather Gardens’ story. We developed key messages, talking points for leadership and correspondence to community residents. In addition, a community meeting was held for residents to honor the lost community member and dispel misinformation spread among the community.
JKD coordinated with the local fire department and the cable utility to provide emerging details as the crisis situation unraveled. This included media advisories, community correspondence, and coordination of media interviews with leadership. Rapid communication to the community was able to quell fears and safety concerns. In the days following the incident, we were able to shift focus from Heather Gardens to the cable and subcontractor entities to address how the situation occurred. The community was then able to host a special memorial for their lost neighbor and begin the healing process. Heather Gardens’ quick, honest and heartfelt response led to positive community-wide support and shifted media’s accusatory coverage.
