國公司為主體?？鐕揪拖袢毡镜娜蹏粯?，成為產業(yè)價值鏈的組織者。
這里的關鍵不是“互聯(lián)網+”和“+互聯(lián)網”，而是用互聯(lián)網的方式重新表達你的價值創(chuàng)造過程，從而極大地提高你的價值創(chuàng)造能力。這是一個融合的過程，融合的主體應該是互聯(lián)網。換言之，如何按照互聯(lián)網的要求，重構你的業(yè)務系統(tǒng)，重構你的價值創(chuàng)造過程。
這就像蒸汽機出現(xiàn)之后的情景一樣，按照蒸汽機的要求，及其他能量，重構原來的產品創(chuàng)造過程，包括在可以獲取更大效率的環(huán)節(jié)，以機器代替人力。為了機器代替人力，對傳統(tǒng)手工作業(yè)過程進行分解，分解成一個個細小的工序，并導入標準化的手段，形成規(guī)范化的制作流程，以及對作業(yè)過程進行管理，等等。
就像德魯克所說的那樣，近代戰(zhàn)爭是以機器為特征的，并沿用了生產作業(yè)過程的組織方式。這一點我們這代人是領教過了，海灣戰(zhàn)爭與第一、二次世界大戰(zhàn)的方式完全不同，是以信息數據為特征的，采用的是互聯(lián)網化的組織方式。
包子堂從事的是教育領域，一直希望利用互聯(lián)網來展開組織與管理學的教育事業(yè)。從2015年年底開始，我們就努力與互聯(lián)網的“原住民”接觸，尋找與互聯(lián)網接軌的機會。我們得到了一個清晰的概念，互聯(lián)網架構的機會渺茫且很燒錢。
從2016年4月開始，我們就希望與互聯(lián)網化的公司進行合作。本著成就他人、成就自己的原則，我們與長生天成、華陽、恩源、知學云、亞信、中移在線、云學堂，等等，進行過深入的交流和接觸，探討如何結成深度的戰(zhàn)略合作伙伴關系，并基于這種緊密的一體化關系進行有效的分工協(xié)作。
7人靠本事吃飯
有人問我，你靠什么吃飯？自食其力，靠本事吃飯。
剛上大學的時候，暑假時，我在學校找了一個活——當小工，勤工儉學，跟幾個小伙子，拉著大水泥滾筒，來回碾壓，平整操場。一天1元，干得挺歡，既掙錢，又鍛煉身體。
有同學說我，不回老家看看，干那活兒干什么，這掙不了什么錢。我不這么想，該自食其力了。我沒什么本事，只能干點粗活，這叫以人力代替驢馬。再說了，我這一身肉，閑著也是一種浪費。
說句老實話，那個假期我還真的沒掙到什么錢，飯量增加了，伙食改善了，買了一件好看一點的衣服，還換了一雙新鞋。人工修操場，既費襪子又費鞋。
學會一種生活方式，自食其力的生活方式，終身受益。向內求索，不向外乞討，一個人會變得強大起來，心智模式也會變得強大起來。人的內在潛力是很大的，沒必要在被逼無奈、無路可走的時候才想起自我開發(fā)。
不久，我又上了一個臺階，告別了賣苦力的人生，學會了講課掙錢的本事。我第一次講課，沒被人轟下來，講了一天，講得口干舌燥，掙了10元，外加1元的車貼。我心里美滋滋的，覺得自己長本事了。
從前我特別羨慕那些能侃的同學，尤其是北京同學，張口就來，滔滔不絕。
記得有個家伙跟我說，要是手一份，嘴一份，人生的路就會越走越寬。是呀，嘴能說，手能寫，就會像鳥兒一樣，自由自在，翱翔天空。
大學畢業(yè)的那個暑假，我第一次“走江湖”，與兩個同學攜手，去山東招遠講課，掙了300元。一小時5元，講了60小時，上午、下午，有時晚上，平均每天講10小時。等到研究生畢業(yè)，我已經是學校有名的萬元戶了。
人家是仗劍走江湖，我是講課走江湖，跟打擂臺差不多。為了不被人轟下來，我堅持手不釋卷，一周一本，都是專業(yè)的書。我經常跟學生講，也許我看過的書沒你們多，但我看懂的書肯定比你們多?？床欢椭v不出來，我看書從不浮皮潦草、自欺欺人。
看書是一種能力，需要勤學苦練，沒有人可以輕易獲得這種能力。智力勝過體力，需要苦練的程度也應該超過體力。吃不了這個苦，也體會不到其中的樂，根本練就不了這種能力。說有多難，關鍵看導師是誰。
我有一個徒弟，問如何才能達到我的境界，我說關鍵是看書，從書本中吸取知識和營養(yǎng)。然后他模仿我的講課方式，把我講的背下來，這里面有我從導師那里傳承過來的思維方式。
很久后，他又問我，怎么能夠講到一天1萬元？我想這家伙肯定掉錢眼兒里了。如果一個人不把注意力集中在能力的發(fā)展上，是不會有出息的，不會成為一個自食其力的人，不會成為一個靠本事吃飯的人，最終只能在江湖上瞎混，成為一個十足的投機取巧的人。
這就像一個賭徒一樣，開始只是覺得好玩，一不小心，蝕了本錢，越陷越深，最終成了一個十足的賭徒，白白浪費了青春年華，一點本事都沒長。
我語重心長地告誡他，功到自然成，如果你值這個價，別人就會付這個錢。開始的時候，就當練手，錢少點怕什么？你也可以花錢請人來聽課，請別人陪你練。他說，這不可以吧？意思是，這太丟人了！
丟一次人怕什么？怕的是丟一輩子人。出錢請人來聽課怕什么？怕的是一輩子出錢請人來聽課，怕的是當一輩子吃瓜群眾，花錢聽人神侃。
現(xiàn)在的一些年輕人，好多話都聽不進去。我真的認為，勸人讀書，勸人靠本事吃飯?zhí)y了。
人與人生
8人為什么要活著
絕大部分人沒有想過這個問題，更不要
CRISIS MANAGEMENT危機公關
TABLE OF CONTENTS 目錄
1. Introduction 簡介 01 01
2. Crisis Communications Principles危機公關原則
ROLES RESPONSIBILITIES 角色 職責 3. Guidelines for a Hotel PR Representative 酒店公關代表指導方針 4. Crisis Communications Action Sequence 危機公關行動步驟 5. PR Information Collation – Coordination with Operations 公關信息整理—與運營管理之協(xié)調 6. What to do when the Media Turns up 媒體應對 7. Managing a Press Conference 記者招待會 07 13 15 02 03
Guidelines for Spokesperson 代言人指導方針 8. Interview Tips for TV, Radio and Press 9. Do’s and Don’ts 20 20
PROCEDURES PROCESSES 政策程序 10. Media Call Screening 媒體來電 11. Clearance Process for Media Releases 媒體發(fā)布程序 12. Call Channeling 電線
CRISIS MANAGEMENT 危機公關
TABLE OF CONTENTS 目錄
SCENARIOS, TOOLS TEMPLATES 預測場景、工具 格式 13. Holding Statements and QAs 組織陳述 以及 問答 a) Fire/Explosion/Minor Injury 火災/爆炸/輕微傷害 b) Food poisoning/Water contamination 食物中毒/水污染 c) Political Unrest 政治動亂 d) Rape 強奸 e) Bomb Threat 爆炸 恐嚇 f) Epidemic/Infectious Disease 流行性疾病/傳染病-禽流感 – Avian Influenza 14. Terrorism Reporting 報道 15. Web Logs 網絡日志 Media Log Sheet 媒體登記表 52 55 57 30 34 36 38 40 42
CRISIS COMMUNICATIONS PRINCIPLES 危機公關原則
This Crisis Communications Manual, is an addendum to Inzone tourism group high-star hotels operation development Administration Incident Crisis Manual Asia Pacific. It contains a set of procedures for the hotel PR Manager to guide him/her in communicating with the media during and after a crisis. 本危機公關手冊致力于銀座旅游集團高星級酒店發(fā)展部應對所屬酒店危機事件及危機管理之準則，包括 指導本部之所屬酒店公共關系經理處理應對危機媒體公關以及危機后媒體公關的處理。 The PR Manager should familiarise himself/herself with the Crisis Communications procedure. 要求酒店公共關系經理必須熟知危機公關程序。 Please contact at tel: mobile: for further clarification. 如有任何疑問請致電銀座旅游集團高星級酒店事業(yè)部公關聯(lián)系人：xxx 電線 Crises attract considerable media interest and scrutiny. The public will form an impression of the crisis and Inzone tourism group high-star hotels operation development Administration from the way media enquiries are handled. Badly handled, the media can damage the reputation of our administration far more than the crisis itself. Therefore, it is vital that all media enquiries are handled efficiently and in a timely manner. 危機事件非常吸引公眾的視線。因此從我們如何處理媒體詢問的方式上公眾就足以形成對此次事件的認 識以及對銀座旅游集團高星級酒店事業(yè)
部的印象，如果處理不好，媒體的報導比危機事件本身更可能損 害本部的形象。因此，所有的媒體詢問都必須得到及時有效的處理是至關重要的。
Crisis Communications Principles 危機公關規(guī)范準則
Handling a crisis requires common sense at lightning speed. The first principle is to respond quickly and to do what is right for those affected. The Crisis Response Team (CRT) should operate under the premise that if it is doing what is right for the victims, it is doing what is right for the company and its reputation. The same messages should also be incorporated into all company communications relating to the crisis. 處理危機事件需要光速的反應加上眾所周知的常識。第一原則就是要反應迅速，對受影響的人采取恰當 的做法。酒店 CRT(危機處理小組)的處理前提就是安撫受害者，以采取的行動對企業(yè)利益以及企 業(yè)聲譽是最好的保障為前提。該宗旨同樣適用于涉及危機之所有所屬企業(yè)的公共關系準則 Always consider the following key messages in any communications: 在任何信息溝通中永遠考慮下列關鍵信息
Safety of staff and consumers 保護員工及顧客安全 Security of our assets 保護財產安全 Protocol of action 按制定的計劃行動
The Crisis Response Team will operate under the following principles: 危機處理小組應在下列原則下處理危機事件：
CRISIS COMMUNICATIONS PRINCIPLES 危機公關原則
The health and safety of our consumers, the public and our employees come first. We will offer help immediately and communicate it showing sincere concern for those affected and a desire to help in any way possible. 客人，公眾和員工的健康和安全排在首位，及時向事件中受影響的人員竭盡全力的提供力 所能及的協(xié)助，并向他們致以最真切的關懷。
Response must be rapid. We will acknowledge the situation to all audiences, including the media, quickly. We will be judged on how we handle the crisis during the first critical minutes and hours. 反應必須迅速。及時向包括媒體在內的所有公眾公布最新的狀況。能否在第一時間做出反應 會被作為是否恰當處理危機的判斷標準。
We will always tell the truth, and we will not make up answers in the absence of fact, under the pressure of questioning. 我們會永遠公布實情，絕不在缺少事實依據和外界質詢的壓力下編造謊言
We will notify upper class administration of the situation and our actions (personally, not through the media). 我們會告知上級行政主管單位發(fā)生的事件及我們采取的行動(親自通知而非通過媒介曝光)
We will conduct the first press briefing as soon as is practicably possible and provide media updates on a regular basis. 我們會盡可能快的準備新聞簡報并定期提供媒體最新信息
Crisis communi
cation starts with top management; therefore, wherever possible, we will provide access to company leaders and specialists. 危機信息溝通總是源于高管層，因此，只要可能我們會及時與公司領導和專家進行溝通。
CRISIS COMUNICATIONS ACTION SEQUENCE 危機公關行動步驟
The demands upon the hotel PR Representative become more intensive during a crisis. The checklist below outlines the action steps to be taken by the Hotel PR Representative before, during and after a crisis. 危機時期對酒店公關代表的要求相應增加，酒店公關代表需在危機前、危機中、危機后按照以下提綱式 目錄所列步驟展開行動： Keep in close touch with the Crisis Response Team. Constantly update yourself with crisis developments, actions taken. Know what to say, when to say it, who should say it and who to communicate with. 與危機處理小組保持密切聯(lián)系。熟知危機發(fā)展以及所有行動措施，知曉需要說什么，何時去說，誰將 去說以及與誰進行溝通交流。 Responsible for media management 負責媒體管理 Craft key messages for the media 媒體關鍵信息編纂
Brief the spokesperson 給發(fā)言人做簡報 Collate media queries 整理媒體詢問 Develop media responses through collated feedback from internal and external sources 通過內、外反饋意見資源信息的整合發(fā)展媒體回應
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Coordinate Press Conference (if held) and media interviews 組織記者招待會(若需舉行)以及媒體采訪
Before a potential crisis – get prepared 潛在危機發(fā)生之前---做好準備
Prepare initial holding statements; get approval from senior management (your GM and/or RGM ) and Inzone tourism group corporate communications and public relations as required), legal authorities and relevant third parties, if any 準備發(fā)言稿;經管理層(總經理/住店經理)以及銀座旅游集團高星級酒店事業(yè)部、法律權威專家審 批。 Anticipate and prepare for possible issues 預知以及準備任何可能發(fā)生的議題 Prepare QAs 準備問題答案 Establish a strong media network 建立強大有力的媒體網絡 Designate venue for press conference or briefing 選定記者招待會或簡報場地 Arrange for media training of spokesperson 為新聞發(fā)言人做媒體培訓
During the crisis 危機中
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CRISIS COMUNICATIONS ACTION SEQUENCE 危機公關行動步驟
Act FAST. Focus on confirmation of facts (who, what, when, where why) 行動迅捷。著重確認各項事實(人物，事件，時間，地點，原因) Funnel prepared outgoing media statements through GM and legal counsel, 通過總經理和法律顧問渠道將事先準備好的媒體陳述對外發(fā)布 Isolate the crisis. Identify affected areas and areas not affected. Prevent speculation panic 危機隔離。確認受影響以及未受影響區(qū)域 ，防止臆斷以及恐慌 Quickly brief hotel staff where to channel calls 快速通知酒
店員工信息傳遞方式 Update spokesperson on status of crisis as facts come to light 結合危機狀況事實的顯露向發(fā)言人更新信息 Assume the situation will get worse. Anticipate and prepare responses for critical questions 假設事態(tài)演變嚴重，預知并準備關鍵性問題回復 Seize opportunities to reinforce positive key messages 搶抓機會去強化積極的關鍵信息 Keep a media log of callers and questions 就媒體來電以及詢問做好保留日志 Manage information flow to prevent distortion of facts speculation 妥善處理信息流以防止歪曲的事實以及臆斷 Arrange for a press conference, if necessary 如有必要組織安排記者招待會 Monitor media coverage and address inaccuracies 監(jiān)測媒體報道并做好事實重申 Collate positive stories 收集積極報道題材
After the Crisis 危機后
Do a debrief to review communication strategies 概要性回顧危機公關策略 Review all media coverage and editorials (correct inaccuracies if any) 檢查所有媒體報道和社論(如有，糾正錯誤)
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CRISIS COMUNICATIONS ACTION SEQUENCE 危機公關行動步驟
Assess public and media perception of the organisation 組織評估公眾以及媒體的看法反映 Remember to update your website information 謹記更新網站信息 Monitor organisation reputation and standing with public and media 監(jiān)測企業(yè)在公眾以及媒體方面的聲譽和地位 Implement re-marketing strategies. Consider image rebuilding measures 貫徹執(zhí)行新的市場策略?？紤]形象重建措施。 Anticipate if any issues remain with the public and media 預知公眾及媒體是否留有任何問題 Measure results of your crisis management tactics and strategies as soon as possible 盡快審核危機管理策略執(zhí)行結果
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CRISIS COMUNICATIONS ACTION SEQUENCE 危機公關行動步驟
The following is a general sequence of actions for the Hotel PR Rep during a crisis. Variations may occur as the crisis unfolds. The key is proper channeling of media calls, constant collation of information and media queries and timely communications. This needs to be followed up with media monitoring and responses where appropriate. 以下為 公關代表 危機處理系列行動 計劃表。鑒于危機 種類的不同，危機 處理的關 鍵在于正確的媒體 傳呼渠道，信息傳 遞的一致性以及媒 體詢問溝通的及時 性。這需要媒體監(jiān) 控以及反應的合理 跟進
Crisis 危機
Collate Information 信息收集
Brief Front Desk/ Reception Operators Sales 簡報前廳/接待中心銷售 Standby 備用 Draft Holding Statements 起草發(fā)言 Disseminate 傳播 Yes 是 Draft QA’s 問答草稿 No 否 Yes 是 Brief Hotel Call Centre/Operator CRO / Draft Scripts 概述呼叫中心/總機危機響應小組/草案 No 否 Yes 是 Press Conference? 記者招待會? No 否
M O N I T O R M E D I A R E P O R T S 媒 體 報 道 監(jiān) 測
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PR INFORMATION CO
LLATION – COORDINATION OPERATIONS 公關信息整理—與運營管理之協(xié)調
WITH
Asking the right questions aids the PR representative to collate pertinent information, craft media statements, brief the Hotel Spokesperson. Ensure that members of the Crisis Response Team feed important information to you as and when it becomes available. 提出正確的問題以協(xié)助公關代表整理有關資料、修飾媒體發(fā)言，介紹酒店發(fā)言人。 確保危機反應小組在可以提供重要的信息可用信息之時能夠反饋到你 Let your respective heads of departments know the type of information you need. Explain that you need this to effectively deal with the media and protect hotel reputation and guest confidence. Information needs to be conveyed accurately and speedily to meet media deadlines. 讓您各自部門的負責人知道您所需要的信息類型。說明您需要根據該等信息去有效地處理與媒體的溝通 以確保酒店的聲譽和客戶的信任。信息需要在最后期限內準確快捷地傳到至媒體 Remember to establish a flow of information. Your colleagues are very busy during crises; you have to chase people to get regular updates as numbers and other information change with time (eg. status of situation, number of casualties, closure and opening of facilities/hotel, etc) 請記住，必須建立一個信息流。您的同事是在危機期間非常繁忙，您必須以追逐的方式以期得到各 相關人員定期給予的信息更新以及其他隨時間而改變的信息(如形勢狀況，造成的傷亡人數，功能設施 的關閉和開放/酒店等) Be well armed with information about the situation. Explain that you need to know more background information to be able to explain simply and clearly to the public. Assure that you will exercise discretion on what to release and clear with your bosses prior to communicating with external parties. 以良好的信息武裝控制形勢。解釋說您需要得到并了解更多的背景信息以便能夠對公眾做好清晰簡練的 解釋。在對外信息溝通之前要首先確保與您的上級領導慎重溝通過需要公布及澄清的信息
1. Casualties 人員傷亡
People, lives and safety are top priority 人員、生命、安全應予首要考慮 1.1 1.2 1.3 1.4 1.5 Ascertain if there are any injuries or deaths. 弄清查明是否有任何的死亡或受傷者 What is the extent and nature of injury(ies)? 上海(受傷者)的性質以及范圍是什么? Get number of people involved. 事故人員名冊 Have they been sent to hospital? Which hospital? 他們是否已經被送往醫(yī)院?哪家? Have their family members and next-of-kin been informed? 是否已通知他們的家屬和近親? 1.6 Will the hotel be sending staff to visit casualties in hospital? 酒店是否將安排員工去醫(yī)院探訪受傷人員? 1.7 Is hotel providing other forms of assistance? (eg. in repatriation, if needed) 酒店
是否提供其他的援助(比如如有需要遣返回國)
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1.8
Did hotel staff go out of their way to assist guests? How? 是否有酒店員工樂意的幫助了客人?怎樣的幫助?
1.9
Are there more people to be located? How many are still missing? 人員是否得到了最大的安置?還有多少失蹤者?
1.10 What is being done to locate them? 如何進行安置人員? 1.11 How can family members get information/updates about the status of their loved ones? 如何能夠讓其家人得到不斷更新的人員現(xiàn)狀信息 1.12 Contact details of information sources.根據信息源進行詳細的聯(lián)系
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2. Where Safety and Health is Concerned 關注安全與健康
2.1 2.2 What will be the impact on guest safety? 什么將會影響到客人的安全? What are the risks? What is the likelihood that risks will increase? 有哪些風險?風險的可能性會怎樣增加? 2.3 2.4 2.5 Which areas are at risk, and which are not? 哪些區(qū)域有危機隱患，哪些沒有? Have risk areas been identified? 危機隱患區(qū)域是否已經被確實? Have risk areas been isolated and contained? 危機隱患區(qū)域是否已經被隔離或者被包含? 2.6 2.7 What is the worst and best case scenario? 最好和最壞的案例場景是什么? Was negligence involved on the part of staff? Was there a failure of equipment or systems? How? 是否疏忽涉及的部分工作人員?是否有故障的設備或系統(tǒng)?如何? 2.8 What is being done to address the lapses in people, equipment or systems? 正在做什么以解決人員、設備或系統(tǒng)的失誤? 2.9 What precautions/safety measures can/will the hotel take? 酒店將采取什么預防措施/安全規(guī)程? 2.10 Who else is hotel working with to manage the situation? 酒店將與誰共同進行危機控制? 2.11 What additional resources/expertise have been mobilized to manage the situation? 是否已通知到其他的援助力量以協(xié)助進行形勢掌控? 2.12 What advice can hotel give to guests and staff? 什么信息是酒店給可以提供給客人以及員工? 2.13 Has precautionary measures/advice been communicated to guests and staff? 采取的預防措施/意見是否已傳達給客人和雇員?
3. Property Damage 財產損失
3.1 3.2 3.3 Which parts of the hotel has been damaged? 酒店餓哪些部位被損害? How serious is it? 問題有多嚴重? Does it affect safety? 是否涉及安全問題?
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3.4 3.5 3.6 3.7
Who assessed the safety of the hotel? Government department, professional engineer? Etc? 誰對酒店做安全評估?是政府機構、工程技術專家…..? Will hotel continue op
erations or will parts of it/ all of it have to close?酒店是否將繼續(xù)營業(yè) 或者部分區(qū)域營業(yè)/全部關閉? How long will repairs take? 修復期? Will repaired facilities be bigger and better? How will that benefit guests? 將被修復的地方會更大更好嗎?給客人的益處將會是什么?
3.8 3.9
What facilities will continue to operate as usual? 哪些設施設備是可以繼續(xù)正常使用的? What other measures are being taken? Eg. clean-up, etc 是否其他方面的措施正在進行? 整頓…?
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4. Impact on Business 生意沖擊
4.1 4.2 Will hotel continue to operate as usual? Why? 酒店是否繼續(xù)正常運營?為什么? Will hotel be staging remarketing activities to attract more traffic to the hotel? 酒店是否將分段重新調整營銷策略以吸引更多生意流量? 4.3 4.4 Will hotel be launching promotions?酒店是否推出促銷活動? How does hotel feel about the situation, going forward? 如何感知酒店形勢，繼續(xù)向前邁進? 4.5 What does hotel have to say to guests, owners and the public? 酒店該如何向客人、業(yè)主以及公眾作出解釋? 4.6 Are additional staff being sent from sister hotels to bridge the current situation? 是否有兄弟酒店援助力量來彌補當前形勢? 4.7 4.8 4.9 Where from and how many? 從哪里來，有多少? Will hotel be able to uphold normal service levels during the situation? To what level? By when?酒店能否在危機形勢下維持正常服務水準?到什么程度?何時? Is there a need to channel guests to sister / other hotels in the vicinity? Which ones? 是否有必要疏散酒店客人到兄弟酒店或者鄰近酒店?哪一些? 4.10 Have call centres/reservations, etc been informed?電話預訂中心/接待處等是否被告知?
5. Crime/Political Unrest/Terrorism 犯罪/政治動亂/
5.1 5.2 What has hotel done to step up security? 酒店所采取的安保措施? Is hotel working with authorities to deal with situation? Which ones? 是否與官方權利機構協(xié)作處理危機?哪一些? 5.3 5.4 5.5 Is there a risk of recurrence? Why?有無危機復發(fā)的風險?為什么? What is being done to address the situation?采取了什么措施來處理這些情況? What assurances can hotel give to guests and the public? 酒店能夠為客人以及公眾提供的保障有哪些? 5.6 What is the general advice/precautionary measures would hotel give to guests and public? 酒店能夠為客人以及公眾承諾的總體意見/防范措施有哪些?
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5.7
Any good track record of community relations that can be cited (for political unrest) 有哪些良好的公共關系報道能夠被引用(關于政治暴動)
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WHAT TO DO WHEN THE
MEDIA TURNS UP 媒體應對
1. View the media as your ally rather than as an adversary; treat them as professionals with legitimate duties 鑒于媒體作為你的盟友而不是敵人;要以專業(yè)的素養(yǎng)以及合情合理的職責對待他 們 2. Cooperate with the media. Don?t show reluctance or hesitance to work with them 與媒體合作。合作中不要顯示出不愿意或猶豫不決的態(tài)度
3. Never permit unauthorised spokespersons to speak to the media. Maintain strict control to ensure that the media speaks only to authorised personnel. 絕不允許未經授權的發(fā)言人向媒體發(fā)布言論。嚴格控制確保僅企業(yè)授權的發(fā)言人向媒體發(fā)言。 4. Introduce yourself. Get reporter?s business card and mobile number # in case you need to get back to him/her later 自我介紹并與記者交換名片和手機電線. Do the interview sooner rather than later. Start with a statement of sympathy 采訪需盡早安排。以同情(心)作為聲明開始的基調 6. Unless there are identifiable victims in sight, escort the media, if allowed, to the emergency site. Pick a site which shows positive action taken to address the crisis. Don?t appear to hide something or stop the photographer from taking photographs – it?ll make them suspicious 除非現(xiàn)場有確認的受害者，在被允許的情況下，可以帶媒體到達現(xiàn)場。選擇一個針對危機采取了 積極有效處理措施的場所。不要表現(xiàn)出刻意隱瞞或阻止媒體拍照以防引發(fā)他們的懷疑 7. If the emergency site is off-limits to unauthorised personnel, escort the journalist to an alternative venue more conducive for an interview 如果緊急場所禁止非授權個人進入，陪同記者至對采訪更為有利的會場 8. If the journalist photographer requests to view the emergency site, politely and firmly inform him/her that safety and security reasons do not permit any unauthorised personnel to be on site
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WHAT TO DO WHEN THE MEDIA TURNS UP 媒體應對
如果記者攝影記者要求參觀緊急場所，以沉穩(wěn)禮貌的態(tài)度告知他們考慮到安全問題該區(qū)域禁止 任何非授權人員進入 9. Stay calm and positive. Show you?re in control of both the situation and the interview 保持冷靜積極的態(tài)度。表現(xiàn)出對當前局勢以及采訪的控制力度 10. If you?re unable to furnish details to the journalist on the spot, tell him/her you will get back to him/her as soon as you?ve have the information 如果在當場無法提供記者細節(jié)信息，請告知對方您得知信息后會以最快的速度告知
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MANAGING PRESS CONFERENCE 組織新聞發(fā)布會
Once a Press Conference. is decided upon, whether it?s on-site or off-site (depending on its feasibility), use the checklist below as a guide to organise and manage the proceedings. Note the follow up to be done after the crisis ends. 一旦決定舉行新聞發(fā)布會，不論是在事發(fā)
地點或者異地(根據形勢靈活決定)請使用以下指南以便于組 織和管理會議流程，記錄好跟進措施。
When do you hold a Press Conference? 何時舉行新聞發(fā)布會?
You have an important announcement, news update to make/something positive to say 必須有最新的積極的消息以確保發(fā)布重要通告 You need to reach your target audiences in the quickest possible way 必須以可行且快捷的方式通知到目標聽眾 You cannot communicate effectively any other way 無其他有效方式進行溝通
Pre-Press Conference Checklist記者招待會會前檢查清單
Prepare Press Kits. Check Contents: Press Release, Fact Sheet, Q As (you will need to develop two different sets of QAs – one for use with media, another for internal/employee use) 準備宣傳資料，檢查內容：新聞稿、情況說明書、問/答(您需準備兩套問/答----一份用于新聞媒 體，另一份供內部/雇員使用) Prepare press statement for spokesperson 準備發(fā)言人向新聞界發(fā)表的聲明稿 Check the Physical Set-up 檢查硬件設置 Prepare the Public Address system 準備發(fā)言系統(tǒng) Prepare Audio-Visual equipment 準備視聽設備 Check website, telephone facsimile facilities. IT team on stand-by to assist with technical matters 檢查網站，電話和傳真設施。 IT 團隊待命，協(xié)助技術問題
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MANAGING PRESS CONFERENCE 組織新聞發(fā)布會
Brief the Spokesperson and accompanying panel members (e.g. technical advisor, if any) 向發(fā)言人以及陪同小組成員做簡單介紹(比如技術顧問，如果有的話) Dry-run. Test equipment. Walk through the agenda 測試設備。流程演練。
Media Attendance List. Prepare Name Tags for confirmed journalists 媒體參會名單，為確認到會的記者準備好姓名標簽。 Draw up a contact list of key personnel involved. Specify roles duties 起草一份參與會議關鍵人員聯(lián)系名單,明確分工。
Update the management team on the outcome 向管理團隊匯報最新結果
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MANAGING PRESS CONFERENCE 組織新聞發(fā)布會
Press Conference Tips: 新聞發(fā)布會提示
Onsite 現(xiàn)場工作 1. Ensure location is accessible, room or venue is well equipped and away from the emergency site 確保地點易于到達，房間以及場地布置良好并遠離事發(fā)地點 2. Spokesperson gives media brief overview of current status of crisis 發(fā)言人將給媒體做事件簡要陳述 3. Have a moderator or MC to manage the press conference and channel questions (if possible) 請會議主持組織新聞發(fā)布會以及問題溝通(如有必要) 4. Remember to put public?s interest before the company?s interest 謹記將公眾利益放在企業(yè)利益之前 5. Stay focused on relevant serious issues. Deflect speculative or sensational questions 關注于相關且嚴肅的議題，避免推測性且聳人聽聞的問題 6. Deal with interruptions firmly and politely 冷靜禮貌的處理被打
斷的情況 7. Repeat important key messages, highlighting steps taken/that will be taken 重復重要關鍵信 息，突出已采取的措施/將采取的措施 8. Record remarks, questions, responses given by media, company, government or civil authorities. Revert to journalist with information if spokesperson is unable to answer question(s) at the Press Con 記錄媒體、企業(yè)、政府機構或民事當局所給予的評論，問題以及反應。跟蹤發(fā)言人在新聞媒體發(fā) 布會上無法回答的問題。 Offsite 非現(xiàn)場其它工作 All the above points 1-8 plus:上述 1-8 點內容附加 1. Ensure that key personnel are informed of time venue of offsite location, and arrive on time 確保關鍵人物被通知到時間以及地點并能準時到達 2. Bring needed equipment and supplies (if not available at conference site)
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MANAGING PRESS CONFERENCE 組織新聞發(fā)布會
攜帶所需之設施設備(如果會議地無法提供) 3. Decide if hospitality room needed for VIP or government official 決定是否為重要客人或政府官員提供食宿接待 4. Set up a space or waiting room for journalists crew; especially TV crew. 為新聞記者工作人員，尤其是電視工作者提供休息室
During the Press Conference 新聞發(fā)布會
1. PR Assistant marks attendance list as media arrives; hands each journalist a Press Kit 公關助理簽到媒體到達人員，每位簽到記者分發(fā)宣傳資料袋 2. PR representative, as emcee, welcomes the media. Introduces Spokesperson, sets time frame: specify how much time spokesperson has time allowed for Q A 公關代表人作為司儀向媒體致歡迎詞并介紹發(fā)言人，媒體發(fā)布會時間大體持續(xù)時間，并指出供發(fā) 言人回答問題的時間限制。 3. Inform media if individual interviews will be granted after the conference 通知媒體會后進行單獨準許的單獨采訪
How to End the Press Conference 如何結束新聞發(fā)布會
1. Prepare journalists for question cut-off in the last 5 minutes. Specify how many more questions will be taken 以媒體發(fā)布會結束前五分鐘告知記者還能提問的次數。 2. Round off the Press Conference politely 以禮貌的態(tài)度圓滿結束新聞發(fā)布會 Say We have come to the end of the media conference, I am afraid that’s all the time we have available. We need to get back to handling the incident. We’ll issue further statements when we have additional information. Thank you for coming today. 可以說：由于我們需要去做事件處理，很遺憾由于時間有限，媒體接待會到此結束，如有其他 補充信息我們會作進一步的發(fā)布聲明。感謝各位的到場。 3. Make a graceful exit by the rear or side door decisively
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MANAGING PRESS CONFERENCE 組織新聞發(fā)布會
在發(fā)布會現(xiàn)場側門布置好出口并果斷退出 Repeat if needed: Thank you once again for your time.
如有需要請重復：再次感謝大家
的光臨
After the Press Conference 新聞媒體發(fā)布會后
1. Email or hand deliver a Press Kit to any journalist unable to attend 將新聞發(fā)布會宣傳資料以郵遞或電子郵件的形式送達未能參加的媒體。 2. Fulfill all promises for additional materials or responses to unanswered queries within deadline 對未作答復的疑問要履行承諾，在最后期限內對給予額外的信息提供或答復 3. 4. Update media as situation develops 根據形勢發(fā)展向媒體提供信息更新 Upload press releases and key information onto your website 在網頁上傳新聞報道以及關鍵信息 5. Review all media coverage and editorials, correcting inaccuracies if any 檢查所有媒體報道以及社論，如有錯誤請予更正 6. Keep a record of unanswered questions which may present an issue 對未作回答的問題做好記錄，這可能會作為一個議題 7. 8. Update media as situation develops 根據形勢發(fā)展更新媒體信息 Conduct a debrief 進行簡報
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GUIDELINES FOR SPOKESPERSON 發(fā)言人須知
Do’s and Don’ts for handling Media Interviews 媒體采訪時該做和不該做的
Do’s 該做的 ? ? ? ? ? ? ? ? ? ? ? Always remain calm, polite positive. Keep your cool and composure 任何時候都要沉著、冷靜、有禮貌和何保持 積極樂觀的態(tài)度。 Listen to the interviewer and respond accordingly 仔細傾聽采訪者的提問并認真解答。 Find out exactly what the media wants to know – get the exact wording of media questions or allegations 找出媒體真正需要的核心信息，獲取提問者 核心結論 Answer only the questions asked; respond to one question at a time 只回答提問的問題; 一問一答 Make the media your ally by showing your eagerness to resolve key issues 通過表達解決問題的急切決心以博得媒體的 支持 ? ? ? ? ? Don’ts 不該做的 Never lose your temper, do not show fear or hysteria 切忌失態(tài)，或者表現(xiàn)出恐懼和歇斯底里。 Don?t lose your cool, or use industry jargon or slang 切忌不冷靜的態(tài)度或用酒店業(yè)行話或俚語回 答。 Don?t skirt the issue or accusation 切忌打擦邊球、模棱兩可的回答
Don?t tell reporters more than they need to know. Don?t release the story in bits and pieces 切忌向提問者提供問題之外的信息。 切忌只言片語的回答 Don?t try to minimise problems. It isn?t credible, and worse, it would make your company appear ill-informed or uncaring 切忌將問題大事化小。這是不誠信和不正確 的。將會給公司給外界以信息不通的不良形 象。 Don?t apportion the blame on someone or something until investigation is complete 在事情未調查清楚前不要責備某人或某事 Don?t respond to humour, innuendo or information you?re not aware of 對有幽默、諷刺意圖的提問和自己不了解的 信息不要作出回應 Never answer a quest
ion you don?t understand or have not heard completely. Ask them to repeat the question 對于不了解或不完全之情的問題不予回答。 讓提問者重復此問題。 Don?t repeat negative words, phrases or
Treat hostile questioners as sincere, but misinformed 對于不懷好意的提問者也要視做真誠的，只 是未得到正確的信息。 Respond quickly to correct inaccuracies before it becomes a matter of record 對于不實報道要在其尚未擴大以前予以糾正 Tell the journalist you will revert with facts later if you don?t have the information at hand 告知記者對于當前未掌握的信息將隨后盡快 發(fā)布 Present key points first and repeat them
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GUIDELINES FOR SPOKESPERSON 發(fā)言人須知
often. Be brief 先陳述事情的要點再一一重復。簡而言之。 Demonstrate concern for guests, employees their families 表示對客人、雇員以及他們家庭的關切。 Stay positive and show you?re in control of both the situation and the interview 保持積極的態(tài)度，表現(xiàn)出對事態(tài)及訪談的掌 控 Be proactive – give the right facts before they suggest the wrong ones 具有主動性-在不實信息出現(xiàn)前發(fā)布準確的信 息 Consult the Regional Managing Director before commenting on sensitive company issues 在回答公司比較敏感的問題時提前咨詢區(qū)域 運營總監(jiān) Finish the interview politely, then leave the journalist with the clear impression you?re the authorised spokesperson 禮貌地結束訪問然后離開。要使記者意識到 自己是單位合法授權發(fā)言人。
questions (use „died? instead of „killed?) 切忌重復使用消極的語句和問題(用死 亡而不是被殺) Don?t be insensitive to feelings of victims, staff and public 切忌表現(xiàn)出對死難者、員工以及公眾的漠不 關心 Never speculate on what caused an emergency ; cost of damage; when normal operations will resume, etc 切忌擅自猜測事故的起因;事故造成的損 失;以及何時重新運營等 Never say No Comment. Don?t be evasive in your answers 切忌回避問題。切忌無可奉告等回答。 Do not offer personal opinions. Don?t be drawn into extensive discussion of what has occurred 切忌闡述個人看法。不要將自己陷入泛泛討 論中去。 Don?t end the interview abruptly and appear to be in a rush 切忌突然或匆忙地結束訪問。
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MEDIA CALL SCREENING 媒體來電篩分
Screening each media call helps the PR Rep. to decide if he/she is to take the call directly or re-direct it to the appropriate colleague with the right technical expertise. It also helps manage caller traffic to avoid a deluge of calls. 篩分每一個來自媒體的電話，以幫助公關代表決定哪些電話可以直接接聽、或通過
專門的技術人才直接 轉給其他適當的同事。這也有助于來電管理并有效防止來電泛濫問題。 1. Ask for the journalist?s name, publication, or broadcast station
詢問記者的姓名、出版物名稱或者電臺名稱
2.
Identify the reason for the call, interest and scope of the story
辨析來電原因，意圖以及欲采訪的內容
3.
If you?re not the appropriate person to speak on the subject, quickly arrange for a suitable person to call the journalist back
如接聽者非恰當的回答者，立即安排由合適的人去回復。
4.
Ask the reporter if your response will be taped directly off the phone (typical of radio interviews)
詢問采訪者你的回答是否正在被錄音(針對電臺采訪)
5.
If interview is taped directly, clarify questions with the journalist before replying
如采訪被錄音，在回答前向記者確認問題。
6.
If possible, ask for a written list of questions via fax or email
如可能，讓記者通過郵箱或傳真將問題的書面清單發(fā)來。
7.
Find out when the deadline is and revert as soon as possible
了解最后期限并盡快回復。
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MEDIA CALL SCREENING 媒體來電篩分
8.
Get the journalist?s contact number and email address before putting down the phone
掛斷電話前向記者詢問記者的電話號碼和郵箱地址。
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CLEARANCE PROCESS FOR MEDIA RELEASES 媒體發(fā)布程序
It is critical that all media releases get clearance from the respective Department Heads and final approval secured from the GM and Inzone Tourism Company High Star Hotel Administration Dept prior to media dissemination. Ensure that key messages are included in the press releases. 所有的新聞稿在公布于眾之前必須經過部門總監(jiān)/總經理和銀座旅游集團高星級酒店運營本部
的最后批準。確保在新聞稿涵蓋了核心所有內容。 1 PR Manager drafts Press Release with factual input from relevant departments
公關經理收集來自各部門信息擬出初稿。
2
Press Release is routed to key hotel executives for approval:
新聞稿需經以下批準程序
i)
Department Heads: Sales Marketing, Human Resources, Director of Finance, where applicable
部門總監(jiān)：市場營銷部門，人力資源部，財務總監(jiān)，涉及到的其他部門
ii)
General Manager
酒店總經理
iii)
Inzone Tourism Company High Star Hotel Administration Dept
銀座旅游集團高星級酒店運營本部
3
Amendments, if any, are made. Then, the PR Manager proceeds to disseminate the release. Keep record of dissemination list
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CLEARANCE PROCESS FOR MEDIA RELEASES 媒體發(fā)布程序
如有問題及時修正。然后公關經理向外部發(fā)布信息。保存好發(fā)布信息的清單。
4
Hotel PR Manager monitors local media for coverage and completes the Media Monitoring Report to be submitted to General Manager and copied to the Director, Corporate Communications Public Relati
ons, Inzone Tourism Company High Star Hotel Administration Dept
酒店的公關經理密切關注酒店信息在外界媒體的發(fā)布情況并及時向酒店總經理和銀座旅游集團高 星級酒店運營本部匯報。
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CALL CHANNELING 來電渠道
At the onset of a crisis, guest contact staff may face challenging questions from corporate clients, guests and business partners. The guidelines below describe how to handle such calls in a crisis. An appropriate response, with sufficient information, curbs speculation and distortion of facts. Professionally handled phone calls uphold the hotel?s reputation and its relationship with various stakeholders. Ensure that all statements are cleared with your GM (and Corporate Communications and Public Relations, as required) before issuing to the respective Departments. 當危機開始時，面客的員工可能會面臨一些來自公司客戶、客人及商務合作伙伴的有挑戰(zhàn)性的問題。以 下將為危機中的此類來電提供指導。一個恰當且包含充足信息的回答將會避免事實的曲解。專業(yè)的去接 聽電話將會提升酒店的聲譽以及酒店與股票持有者之間的關系。確保在任何信息發(fā)至各部門前向總經理 (公司關系部和公關部，如需要)澄清。 Please note that the situations and messages shown below are examples only and must be changed to suit your specific crisis situation. 以下情況和信息僅為實例，具體情況將根據實際情況有所變化
Scenarios
場景
a)
b) c) d) e) f) Fire/explosions/ Injuries
火情/爆炸/傷情
Water Contamination, Food Poisoning 水污染/食物中毒 Political Unrest
政治動亂
Rape
強奸
Bomb Threat
炸彈威脅
Epidemic/Infectious Disease
傳染病
Telephone Department/Front Desk Reception – Duty Manager 總機/前臺接待---值班經理
Thank you for calling . Good morning/afternoon/evening, can I help you? 感謝致電某某酒店。你好，請問有什么可以幫您? [Caller is asking about the current incident/crisis, probing for details] Sir/Madam, may I have your name and the company you’re calling from? 致電者正在詢問時間/危機的情況。先生/女士，您好!您問您的名字和公司名是? Just a moment please, let me direct your call to the Public Relations Department.
請稍等，我將為您轉接酒店公關部。
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CALL CHANNELING 來電渠道
Telephone Operator connects call to PR department quickly briefs the PR Manager or PR Assistant/Secretary on nature of the call. 總機將電話接通至酒店公關部并簡要的向公關經理或者助理告知來電情況。
Reservations Department 預訂部
Guests who have booked heard about incident from the grapevine, media report, the internet, a blog, email or even via sms. 已預訂的客人通過信息網、媒體、網絡、博客、郵件、短信等方式獲知酒店發(fā)生的事件。 Thank you for choosing
l>. We wish to re-confirm your reservation for booked under your forIN OUT .
感謝您選擇入住某某酒店。我們向您再次確認您的預定信息。您以某某公司某某人預定的某某房將于 某天入住某天離開。
< a fire > 火情 < an explosion >爆炸 The incident has been brought under control. Nobody was hurt/the injured have been hospitalized. Investigations are currently being carried out. It’s business as usual at the hotel. We look forward to welcoming you/your guests/your company executives to . 火情已被控制。無人員傷亡/傷者已經入院。起火原因正在調查中。酒店已
a.
恢復正常營業(yè)。我們熱情歡迎貴司客人入住我酒店。
Food Beverage/Catering Sales Department 餐飲部/宴會銷售部
b. < food poisoning >食物中毒 There has been a case of food poisoning. However, it’s an isolated case. The hotel is cooperating with the local Health Authority in their investigations.
有一起食物中毒事件發(fā)生，然而這只是個例。酒店現(xiàn)在正配合衛(wèi)生部門調 查起因。
Do not admit any legal liability! 不要承擔任何法律責任! c. < water contamination >水污染 The incident has been brought under control. It’s an isolated case.事件已經得到控制，這只是個例。 In-house guests: The affected guest(s) have received immediate
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CALL CHANNELING 來電渠道
medical care from our company doctor and are under close observation. 住店客人：酒店醫(yī)生已經給受水污染影響的客人進行醫(yī)療治療，并在進 行醫(yī)學觀察。 Banqueting guests/local restaurant patrons: We’ve been notified by the affected guests. The hotel is cooperating with the Ministry of Health in their investigations. We’re monitoring the condition of the hospitalised guests; our staff has visited them in the hospital. 宴會客人/本地餐廳客人： 我們已接到受影響客人的通知。酒店正在 配合衛(wèi)生部門做調查。我們將密切關注入院客人的情況。我們的員工 也已前往醫(yī)院探視。 However, it’s business as usual. With immediate effect, the water we’re serving to all guests have been replaced by bottled mineral water.
我們酒店現(xiàn)正常營業(yè)。我們已經采取及時措施，為客人提供瓶裝礦泉水 工供飲用。
d. < bomb threat >炸彈威脅 It’s been identified as a hoax. The police is investigating the incident. We’ve stepped up security measures in the hotel. We want to reassure our guests that it’s safe and it’s business as usual.
經證實威脅為惡作劇。警察正在調查此事。我們加強了酒店的安全警 戒措施，確保酒店客人的安全和酒店的正常運營。
e. < rape >強奸 The police is currently investigating this incident. We’ve stepped up security measures in the hotel. In the meantime, it
’s business as usual.
警察正在調查此事。我們加強了酒店的安全警戒措施，確保酒店客人 的安全和酒店的正常經營
f. < political unrest >政治動亂 The hotel is isolated from the political unrest. It has not affected hotel operations at all. We’ve stepped up security measures and continue to be vigilant. The hotel management reassures all guests that their safety is paramount. It’s business as usual.
酒店與此次政治動亂無關，它沒有影響到酒店的正常運營。酒店管理 層再次申明客人安全是最重要的。酒店正常運營。
g. < epidemic/infectious disease >傳染病 We have taken thorough precautions and screening measures to safeguard our guests. Our staff and guests have been briefed on how to look out for key symptoms, and appropriate actions to take. We are working closely with the Health Authority and monitoring the situation closely.
我們已經采取了預防措施并密切關注疫情進展以確?？腿说陌踩?。我們 的客人和員工均密切關注癥狀和采取適當的措施。我們也緊密配合衛(wèi) 生部門做好疫情的監(jiān)測工作。
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CALL CHANNELING 來電渠道
Loyalty Guests /Corporate companies/ Travel Agents wishing to book enquiring via telephone/email if hotel is safe 忠誠客戶/公司客戶/旅行社通過預定電話郵件等詢問酒店是否安全
Fire/explosion, Bomb Threat, Food Poisoning/Water Contamination, Rape/Injury/Epidemic 火情 爆炸 炸彈威脅 食物中毒 水污染 搶劫 受傷 傳染病 The incident is an isolated case.
此次事件只是個案
Fire/Explosion/Bomb Threat 火情 炸彈 爆炸威脅 Nobody was hurt/the injured are receiving medical care and are in stable condition. 無人員傷亡/傷者已及時送往醫(yī)院接受救治且傷情穩(wěn)定
Food Poisoning/Water Contamination/Epidemic/Infectious disease 食物中毒 水污染 傳染病 The affected guests are receiving medical care are in stable condition. The situation has been brought under control. We’ve stepped up security measures. It is safe to visit the hotel and it’s business as usual.
受影響的客人已接受治療且病情穩(wěn)定。情況已經得到控制。我們將進一步采取安全措施。酒店目前的 安全的，已恢復正常營業(yè)。
Political Unrest 政治動亂 The hotel is isolated from the political unrest. It has not affected hotel operations at all. We’ve stepped up security measures and continue to be vigilant. The hotel management reassures all guests that their safety is paramount. It’s safe to visit the hotel and it’s business as usual.
酒店與此次政治動亂無關，它沒有影響到酒店的正常運營。酒店管理層再次申明客人安全是最重要 的。酒店正常運營。
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HOLDING STATEMENTS AND QAs 發(fā)布聲明及問答
All Holding Statements must be verified for facts, tweaked if needed and prior approval secu
red from the Crisis Response Team (CRT) Leader before dissemination to the media. Holding Statements for pre-identified scenarios are listed below. You will need to fill in the necessary details and rewrite some parts to suit the specific situation.
所有聲明必需屬實，如有需要，可以按經危機處理小組指揮者預先核準確認準備的形式 散布給媒體。預先確認的聲明模擬場景如下。你需要填寫必要的細節(jié)部分,并做相應調 整。 Fire/Explosion (Gold Crisis Level) 火災/爆炸(黃金危機級別)
_____________________(name of hotel) acknowledges that there has been a fire/explosion at its premises on _______ date/time. We are very concerned about the incident as safety of our guests and staff is paramount. The hotel is working closely with Fire Services/Civil Defence/authorities at the scene to manage the situation. The injured have been sent to hospital and our staff is making efforts to contact their family members. The hotel is cooperating with the authorities to investigate the cause of the fire/explosion. _____________________(酒店的名字) 承認在_______ 日期/時間發(fā)生火災/爆炸。我們非常關心事件的 發(fā)展，更為關心的是我們的客人和員工的安全。酒店正緊密配合消防/民防/當局在現(xiàn)場控制局面。傷員已 被送往醫(yī)院,我們的工作人員正在努力與他們的家人取得聯(lián)系。酒店正在與當局合作調查火災/爆炸的原 因。 The above is attributable to a hotel spokesperson. 以上由酒店發(fā)言人陳述。
Minor Injury to Staff or Guests (Bronze Crisis Level) 員工或客人輕傷(青銅危機級別)
There has been a case of minor injury(ies) to guest(s)/staff at _________________(name of hotel). The injured has been sent for medical examination/to hospital, where their injuries have been ascertained as minor. Meanwhile, hotel staff will be visiting the guests at the hospital. We are concerned about this incident as guest wellbeing is paramount to us. The hotel is presently conducting an inquiry into the matter to prevent future similar occurrences. _________________(酒店名稱)有輕傷客人/員工的情況。傷員已被送去醫(yī)院體檢,他們的傷勢已經被確 定為輕傷。同時,酒店員工將去醫(yī)院探望客人。我們都很關心這件事同時客人的健康對我們來說是最重要 的。酒店目前正在調查這件事以防止今后類似事件的發(fā)生。
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HOLDING STATEMENTS AND QAs 發(fā)布聲明及問答
The above is attributable to a hotel spokesperson. 以上由酒店發(fā)言人陳述。
Question Answer 問題和回答 Responding promptly with factual information to questions from the media deter speculation. Be proactive, anticipate media queries, and prepare suitable replies. This boosts the confidence of the PR Rep. in the face of crisis pressure. The following serve as a guide, please adapt it to suit specific needs of the incident. 及時的對媒體的提問
做出符合實際情況的回應。正面主動地，預期媒體的疑問并準備合適的回答。這將 提高公關部在面對危機壓力時的信心。以下內容作為指導，請根據事件的特殊需求做出適當的調整。 Q1 Has there been an explosion? What is the cause? 有過爆炸嗎?是什么原因引起的呢? A Yes, there has been an explosion. At this point in time, we don’t know the cause. The area has been secured to uphold safety. Investigations are underway. The hotel is cooperating with the authorities to manage the situation. 是的，是發(fā)生過爆炸。目前就這一點我們還不知道原因。爆炸地點已封閉進行安全維護。調查正在 進行中。酒店正配合當局控制局面。
Q2
Is the hotel badly damaged? Did anybody get hurt? 酒店是不是受到了嚴重的毀壞?有沒有人受傷?
A
Answer depending on extent of damage. If damage not extensive and nobody got hurt:
根據受損失程度進行回答。如果損壞并不嚴重并且沒有人受傷：
No, the damage is confined only to a small area. The affected area has been cordoned off. Nobody was hurt. 不，損壞的只是很小的一個區(qū)域。該地區(qū)已被封鎖。沒有人受傷。 If damage is extensive and there are injuries:
如果損壞范圍廣泛并且有人受傷：
(Name specific section) of the hotel has sustained ________ (description) damage and it has been cordoned off. Several people were injured and have been sent to hospital. We are making efforts to inform their family members. Our staff will be visiting them in hospital. 酒店(特別部位的名稱)受到________ (描述)損壞，現(xiàn)已被封鎖。有幾人受傷現(xiàn)已被送至醫(yī) 院。我們正在盡力的通知他們的家人。我們的員工將會去醫(yī)院探訪他們。
Q3
Is it safe to book my guests in your hotel? Or incoming calls to cancel a booking
我們的客人在你們酒店訂房安全嗎?是否需要取消預訂?
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HOLDING STATEMENTS AND QAs 發(fā)布聲明及問答
A
If explosion not serious: 如果爆炸不嚴重： It was a minor incident. Yes, it is safe. Please continue to book guests with us. We want to reassure you that the safety of our guests is paramount. 是的，是安全的。這只是一個小事件。請繼續(xù)在我們酒店訂房。我們向您 保證客人的安全對于我們 來說是最重要的。 If explosion serious but confined to low people traffic area e.g. carpark, tennis court and hotel is still operating pending investigations: 如果爆炸嚴重,但僅限于少量人數的交通領域如停車場、網球場，酒店仍然運作同時進行調查： Yes, there has been an explosion but it is confined to (name specific area). The situation is under control and it will not pose any danger to our guests. The hotel continues to operate as usual. 是的,是發(fā)生了爆炸,但是它只局限于(具體地點的名稱)。局勢已經被控制,它不會對我們的客人造成 任
何威脅。酒店繼續(xù)照常運作。
Q4
What is being done to step up security? 采取了什么措施來加強安全呢?
A
We have reinforced security by employing more security personnel; stepped up patrolling in public areas of the hotel and all visitors, suppliers are requested to be screened by our security officers. 我們已經通過雇傭更多的安保人員，加強對酒店公共區(qū)域的巡邏來強化安全，所有的顧客、供應商 都會受到我們安檢人員的注意。
Q5
Will the hotel suspend operations? 酒店將會推遲營業(yè)嗎?
A
If explosion not serious and nobody hurt: 如果爆炸不嚴重而且沒人受傷： No, this incident is an isolated one. The situation is under control and the police is currently investigating this matter. It?s business as usual. 不，這次事件只是個例。情況已經受到控制警方正在調查這件事。酒店正常營業(yè)。
If explosion serious and there are injuries; situation poses a threat to safety of guests and hotel decides to temporarily suspend operations:
如果爆炸嚴重并且有人受傷;情況危及到客人的安全，酒店決定臨時暫停營業(yè)：
The hotel will close temporarily for precautionary reasons, as well as to facilitate repair and
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HOLDING STATEMENTS AND QAs 發(fā)布聲明及問答
investigations. 出于預防，并使維修和調查工作更易進行，酒店將會暫時停業(yè)。
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HOLDING STATEMENTS AND QAs 發(fā)布聲明及問答
Food Poisoning / Water Contamination (Silver Crisis Level) 食物中毒/水污染(白銀危機級別)
_________________(name of hotel) regrets to announce that it has experienced ______ (state number of guests affected) of food poisoning. The _____ guests have been sent for medical examination /to hospital and are in stable condition. We are very concerned about this incident as guest wellbeing is paramount to us. We are conducting a thorough internal review of the situation to identify and contain the source of contamination. Food samples have been sent to an independent laboratory for tests. The hotel is fully cooperating with the authorities in their inquiries. _________________(酒店名字)很抱歉的宣布______ (受影響的客人數量)經歷食物中毒。_____ 客人已 被送去體檢/醫(yī)院，目前處于穩(wěn)定狀態(tài)。我們非常關心這件事，客人的健康對于我們來說是最重要的。我 們正在通過進行一項徹底的內部調查來確定污染源。食品樣品已經發(fā)送到一個獨立的實驗室測試。酒店 正在積極的配合當局進行調查。
The above is attributable to a hotel spokesperson. 以上由酒店的發(fā)言人陳述。
Q1
I?ve a lunch/dinner booking and heard about the food poisoning. Is it still safe to dine at your restaurant? 我有一個午餐/晚餐的預定，聽說了食物中毒事件。在你們餐廳吃飯還安全嗎?
A
Samples of the suspect food item have been sent to an independent lab for tes
ts to be carried out. 疑似傳染源樣品的食物已被送到一個衛(wèi)生監(jiān)測部門獨立的實驗室進行測試。 We have screened and removed possible sources of the suspect item. In the meantime, our chefs are exercising extra care in all food preparation. Yes, it is safe to dine at our restaurant. We continue to exercise stringent procedures in the preparation of food. 我們已經過濾并更換了可能的食物傳染源。同時，我們的廚師長更加細心的準備食物。是的,在我們 的餐廳用餐是安全的。我們將繼續(xù)按嚴格程序準備食物。
Q2
When will the results of the food poisoning test be out? 食物中毒的測試結果什么時候出來?
A
The independent lab will forward results to us in due course. We?re extending our full cooperation to them for the necessary tests to be carried out.
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HOLDING STATEMENTS AND QAs 發(fā)布聲明及問答
衛(wèi)生檢疫部門將及時將結果轉達我們。我們將會對于他們的測試給予全力協(xié)助。
Q3
Will the restaurant close down temporarily pending investigations? 餐廳將會暫時關閉來進行調查嗎?
A
No, the restaurant will continue to open for business whilst investigations are being carried out. 不，在調查進行的同時酒店將會正常營業(yè)。 Draw attention to the house specialities or food promotion the restaurant is having. 注意這家餐館的特色菜或食品促銷。
Q4
Are your chefs trained on proper food hygiene procedures? 你們的廚師長參加過正式的食品衛(wèi)生學培訓嗎?
A
Yes, the entire kitchen brigade is thoroughly trained on food handling and hygiene procedures. Our Executive Chef ensures that his team abides by the strict procedures when preparing meals. 是的，整個廚房隊伍都經過徹底的食品加工和衛(wèi)生程序培訓。在做菜時我們的行政總廚確保他的團 隊信守嚴格程序。
Q5
Does the hotel compensate foreign guests who have been hospitalised? 酒店對于送進醫(yī)院的外國客人進行補償嗎?
A
Our priority is that all our guests receive the appropriate medical care whilst in hospital. The hotel ensures that they receive all the help they need right up to check-out time. The issue of compensation is being looked into at the moment. 我們的首要任務是對我們所有的客人提供適當的醫(yī)療照顧。酒店確保他們得到他們需要的所有幫助 直到他們退房。補償問題目前正在研究。
Q6
Have you traced the source of the water contamination? 你們追蹤到水污染的污染源了嗎?
A
We do not have any details at this point in time as investigations are underway. 對于這點我們目前還沒有任何線索，調查正在進行中。
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HOLDING STATEMENTS AND QAs 發(fā)布聲明及問答
Political Unrest
政治動亂
Q1 Is your hotel likely to be dragged into the political agitation? 你們酒店可能會卷入嗎? A As a commercial enterprise, the hotel does not g
et involved in any political activity, either directly or indirectly. We have always upheld excellent relations with the community as well as our staff. 作為一個商業(yè)企業(yè)，酒店不以直接或間接的方式參與任何政治活動。我們始終和社會群體以及我們 的員工保持良好的關系
Q2
What security measures are in place to ensure my safety? 有什么安全措施能保證我的安全?
A
The hotel takes security seriously and is committed to providing a safe and secure environment for its guests at all times. We have stepped up security measures with our well trained security team. The hotel is in close contact with civil authorities to assure guests of their safety. 酒店非常認真的對待安全問題，保證在任何時候都為客人提供一個安全的環(huán)境。我們已經加強安全 措施建立了一支訓練有素的安保隊伍。酒店與當局密切聯(lián)系以確?？腿说陌踩?/p>
Q3
Will I endanger my life if I step out of the hotel? Is it safe to sight see? 如果走出酒店會危及我的生命嗎?觀光是安全的嗎?
A
Security is high in the areas of activity. There is no real threat to the life of civilians. The hotel is isolated from the pocket(s) of unrest. However, we encourage all guests to take the necessary precautions when sight seeing. Please bring along the card Take me to the (hotel name) card? when you are out of the hotel. It helps to identify you as our guest should a situation out of your control, arises. 活動區(qū)域是安全的。沒有真正的威脅平民的生活。酒店是從動蕩的局面中孤立出來的。然而，我們 鼓勵所有的客人在觀光的時候提高警惕。在您離開酒店時請隨身攜帶帶我去(酒店名字)卡。 在您不在我們控制的區(qū)域內的情況下，它幫助我們識別您是我們的客人。
Q4
What if the agitators use your hotel to hold hostages? 如果鼓動者在你們的酒店持有人質怎么辦?
A
As the hotel is not in close proximity to the areas of political activity, it is not likely this scenario will arise. We have stepped up security measures at the hotel as a precautionary measure. We
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HOLDING STATEMENTS AND QAs 發(fā)布聲明及問答
are also working closely with the authorities in monitoring the situation. However, we remain alert and vigilant at all times. 酒店不接近整治區(qū)域，它是不會發(fā)生這種情況的。我們已經在酒店加強安保措施作為防范措施。我 們也跟當局保持密切聯(lián)系來控制這種情況，而且我們始終在提高警惕。
Q5
Where can I get help if I am caught in the crossfire of supporters of the agitators? 如果我們卷入煽動者的支持者，我們從哪里可以得到幫助?
A
Please get out of the situation quickly. Don?t get involved. Return to this hotel as soon as possible. If you?re unable, look for the nearest hotel and call our hotel name to inform us of your whereabouts. Alterna
tively, locate the Embassy and stay until it?s safe to come back to this hotel. 請盡快脫離不要卷入該事件且盡快返回酒店。如果不能，找到最近的酒店打電話告知我們你的下 落。另外，找到大使館一直待到安全了在返回酒店。
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HOLDING STATEMENTS AND QA 發(fā)布聲明及問答
Rape (Silver Crisis Level)
強奸(白銀危機標準)
________________(name of hotel) regrets to announce that there has been a case of rape on one of its guests/staff on ______(date). We are very concerned about the situation and have stepped up security at the hotel to reassure all guests about their safety and wellbeing. Meanwhile, we are providing psychological counseling and support to the victim. The hotel is working closely with the police to help identify and track down the assailant. We are conducting a thorough review of our security to prevent a future occurrence of such an incident. ________________(酒店名字)很抱歉的宣告在______(日期)一名客人/員工遭遇強奸。我們非常關心這 個情況并且已經加強了酒店的安全措施來保證所有客人的安全和良好的狀態(tài)。同時，我們向受害者提供 心理咨詢和支持。酒店與警察緊密合作幫助識別和追蹤行兇者。我們正在全面檢討我們的安全工作,防止 未來再發(fā)生此類事件。
The above is attributable to a hotel spokesperson. 以上由一個酒店的發(fā)言人說出
Q1
How did the rapist get into the hotel? Has he been identified? 強奸犯是怎么進入酒店的?他被確認了嗎?
A
We have tightened security measures and our security team is cooperating with the police to identify the assailant. We?ve not established how he got into the hotel. However, we will continue to remain alert and vigilant. 我們已經加強了安全防衛(wèi)措施，我們的安保隊伍正在配合警方確認行兇者。我們還沒有確定他是怎 么進入的酒店。不過,我們將繼續(xù)保持警惕。
Q2
How do you screen visitors of hotel guests? 你們怎么從酒店客人中分辨出訪客?
A
They are to register at the reception counter before being allowed to proceed up to guest floors. We have also sought the cooperation of our lady guests to meet with visitors in our lounges or restaurants, where possible, instead of their rooms. 訪客在被允許進入客人樓層之前需到前臺登記。在可能的情況下，我們還尋求女客人的合作，去安 排他們在休息室或餐廳見面而不是在她們的房間 。
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HOLDING STATEMENTS AND QA 發(fā)布聲明及問答
Q3
How do you assure lady guests of their safety? 你們如何確保女士客人的安全?
A
We check them into rooms closest to the elevators. Lady guests can call our Front Office Duty Manager, or any assistance they may need throughout the duration of their stay. 我們將她們安排在靠近電梯的房間。在她們停留期間，如有任何需要可以隨時撥打我
們前臺值班經 理的電話。
Q4
Are your security personnel professionally trained to handle such incidents? 你們的安保人員經過處理這種事件的專業(yè)培訓嗎?
A
The safety of our guests is paramount. Our security personnel are trained to uphold a high standard of security at all times. 我們客人的安全是極為重要的。我們的安保人員一直堅持高標準的培訓。
Q5
How has the hotel beefed up security? 酒店如何加強安全?
A
We have tightened security in all public areas and stepped up the frequency of patrols during the night. We have also reassured all our guests, in particular lady guests, that the hotel continues to remain vigilant. 我們已經加強了所有公共領域安保措施和夜間巡邏的頻率。我們也向所有的客人,特別是女士客人 保證酒店將繼續(xù)保持警惕。
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HOLDING STATEMENTS AND QAs 發(fā)布聲明及問答
Bomb Threat (Gold Crisis Level)
炸彈恐嚇
The management of __________________(name of hotel) confirms that it has a bomb threat situation. We are taking this incident very seriously and are making every effort to uphold the safety of our guests. The situation is under control as the hotel is working closely with the police and specialists to manage the situation. Meanwhile, all guests and staff have been/are being swiftly evacuated. The hotel will be temporarily closed to uphold safety and security. 酒店管理層證實這里有炸彈恐嚇事件，我們很認真的對待此事件并且正在進我們最大的努力確?？腿说?安全。在酒店與警方及專家的全力配合下，事件已得到控制，同時所有客人與酒店員工已經被快速撤離, 酒店將暫時安全。
The above is attributable to a hotel spokesperson. 以上是酒店發(fā)言人的陳述 Q1 Have you identified who is behind the threat? Are they terrorists? 你能確認恐嚇的幕后黑手是誰嗎?他們是嗎? A We do not have details who the perpetrators are at this point in time. 我們還沒有具體的證據顯示犯罪嫌疑人是誰 Q2 Are guests and employees exposed to any danger? 客人與員工是否處于危險中? A There is no cause for alarm at this moment. We are investigating this matter now and will do everything we can to ensure the safety of both guests and employees. We strongly advise everyone to report any suspicious packages, and to refrain from touching them. 現(xiàn)在不必恐慌，我們正在調查這個事件而且將會盡我們所能確?？腿伺c員工的安全，我們強烈要求 每一個人都要匯報可疑包裹，禁止觸碰他們。 Q3 But I heard it?s not a hoax. Reliable sources tell me that the threat is real 但是我聽說它不是一個惡作劇，據可靠消息這次恐嚇是真的。 A Can you tell who your source is? We are contacted the authorities who have mobilized appropriate teams to handle the situation. Our hotel is cooperating with the police to establish the facts.
您聽告訴我您 的消息來源是誰嗎?我們已經聯(lián)系上了派譴行動小組人員。我們正與警方合作調查事 情的真相。
Q4
Why is your hotel the target? 為什么你們酒店成為恐嚇的目標。
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HOLDING STATEMENTS AND QAs 發(fā)布聲明及問答
A
We do not know and do not wish to speculate. Right now, our priority is the safety of all hotel guests. We are working with the relevant authorities to handle this incident. 不知道也不希望猜測。現(xiàn)在，我們的首要目標是保障酒店全體客人的安全，并與相關權力部門一起 努力工作去控制該事件。
Q5
What security measures are in place to ensure my safety? 為確保我的安全，你們采取了什么措施。
A
We have contacted the authorities which despatched appropriate teams to handle the situation. The hotel is on high alert until the bomb is located and defused. We take this threat very seriously and have reinforced security by deploying additional security personnel on a rotation. 我們已經與除彈行動小組人員取得了聯(lián)系，在炸彈被排除之前酒店將會高度警戒，酒店對炸彈事件 一級警戒直到炸彈被轉移或拆除。炸彈性事件是嚴肅性事件，我們會安排部署并追加警戒力量
Q6
Will you be evacuating your guests? 你將會疏散你的客人嗎?
A
We are swiftly assessing if the threat is genuine. Our staff have been briefed and put on standby should the need for evacuation arise. 如果爆炸署實我們將會盡快確認，我們的員工是訓練有素的可按需要快速疏散
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HOLDING STATEMENTS AND QA 發(fā)布聲明及問答
Epidemic/Infectious Disease (Silver Crisis Level)
傳染性疾病
_____________________ (name of hotel) confirms that it has experienced several suspected cases of _______________(name of disease). The suspected cases of ________ (name of disease) were discovered on ___________(date). All affected persons have been sent to hospital and efforts made to trace those who have come into contact with the affected persons. We are very concerned about the health and wellbeing of our guests and staff. Meanwhile, the hotel has acted on the advice of the Health Authorities and taken the necessary health screening precautions. The hotel continues to monitor the situation closely, providing relevant information and updates to its guests and staff, as and when available. Xx 酒店確認出現(xiàn)了 xx 疾病疑似病例，這種疑似病例在 XX 被發(fā)現(xiàn)，所有被感染的人都已經被送到醫(yī)院而 且我們正在努力尋找與患者有聯(lián)系的人， 我們十分關注健康及我們的客人與工作人員。同時酒店已經采 取了健康專家的建議而且采取了必要的預防措施，酒店將繼續(xù)關注病情動態(tài)，提供相關的信息， 需要時 我們將及時更新客人與員工信息。 The above is attributable to a hotel spokesperson. 以上是酒店發(fā)言人的陳述 Q1 Has the infected pe
rson been isolated? 被感染人已經被隔離了嗎? A Yes, we have isolated the infected person together with his/her personal effects. He/She was promptly sent to hospital. The hotel is working closely with the medical authorities to take further precautionary measures. 是的，在他/她個人的努力下我們已經隔離了被感染人。他/她已經被迅速送住醫(yī)院。酒店正在與醫(yī) 學專家密切合作采取未來的預防措施。
Q2
What is the hotel doing with staff who has been exposed to this infected person? 酒店對與被感染患者有接觸的員工做何處理?
A
We are establishing a list of those who have been in contact with the infected person. They will be sent for medical examination. The hotel is working in consultation with the authorities and our company doctor to take the necessary precautions to minimise the exposure risk. 我們正在列出與患者有聯(lián)系的相關人員名單。他們將會被送往接受醫(yī)學檢查。酒店正在咨詢專家并 且我們公司的醫(yī)生正在采取必要的保護措施使病情擴散最小化。
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HOLDING STATEMENTS AND QA 發(fā)布聲明及問答
Q3
How can you assure me that I will not get infected? 你怎樣保證我們不會被感染?
A
Those who have been exposed to the infected person have been identified and isolated for further observation. The hotel will take all precautions to prevent the spread of this disease. We advise all guests to cooperate with us by observing all recommended precautionary measures such as… (name measures) 已經被公布的患者被確認并被隔離觀察。酒店將采取所有預防措施阻止疫情的曼延。我們建議所有 的客人與我們一起合作注意所有被推薦的預防措施諸如….(措施名稱)
Q4
What steps are the hotel taking to ensure that this disease doesn?t spread? 酒店將采取什么措施確保疫情不再擴散。
A
We are cooperating fully with the health authorities to manage this situation. The hotel will act upon their counsel and continue to monitor this incident closely to arrest the spread of this disease. 我們正在全力與健康專家合作去控制疫情，酒店將執(zhí)行他們的忠告將繼續(xù)陰止疫情的繼續(xù)擴散。
Q5
Will the hotel suspend operations indefinitely? 酒店將會暫停營業(yè)嗎?
A
The situation is under control at this point in time. We will continue operate to as normal. It?s business as usual. 疫情已經及時得到了控制， 我們將會繼續(xù)采取措施像往常一樣正常營業(yè)。
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HOLDING STATEMENTS AND QA 發(fā)布聲明及問答
Avian Influenza 禽流感
Media Holding Statement below is to be used on a Reactive basis
Hotels Takes Precautionary Measures to Address 酒店采取預防措施去預防禽流感。 Avian Flu Concerns 關注禽流感
As always, our top is to ensure the health and well being of our hotel guests and employees. We maintain the highest standards of food and environmenta
l hygiene at our hotels. In addition to these stringent standards, we have taken precautionary measures to allay concerns that any of our guests may have regarding the avian flu situation in the (hotel). 像往常一樣，我們優(yōu)先確保健康及我們客人和員工的健康。在我們酒店中包含有最高質量的食物及環(huán)境 衛(wèi)生。此外還有許多嚴格的標準，我們已經采取了措施去打消客人可能認為我們酒店中存在禽流感的顧 慮。 These measures at our hotels in (hotel). include: 酒店將會采取的措施
Poultry and poultry-related products are imported from non-affected countries only such as USA, Europe and Australia. (if appropriate) 家禽及家禽類相關原料都來自于無污染的國家諸如美國、歐洲及澳大利亞。(如適用)
Poultry and poultry-related products are sourced from reputable and reliable suppliers accredited by the relevant authorities 家禽及家禽類相關原料都來自于有聲望可信賴的供應商，他們都通過了相關部門的檢驗。
All poultry served is well cooked. 所有的家禽都被很好的烹調。 Hotel guests and customers are informed that poultry used in our dishes is from countries/areas not affected by the Avian flu. (if appropriate) 酒店的客人被告知我們的菜肴中所用的家禽都來自未受禽流感污染的國家和地區(qū)。(如適用)
Ensuring a high level of hygiene and sanitation at all times to minimise any possible spread of any flu infection in general 經常確保一個高的衛(wèi)生標準使任何流感病毒得到最小程度的傳播。
The above is attributable to a hotel spokesperson. 以上是酒店發(fā)言人的陳述。
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HOLDING STATEMENTS AND QA 發(fā)布聲明及問答
Q1.
Have any of your hotel guests or employees been affected by the Avian flu virus? How many hotels have been affected in total? 你們酒店的客人或員工是否受到過禽流感的影響?總共有多少家酒店受到過影響? None of our hotel guests or employees has been affected by the Avian flu virus. However, as always, our top priority at InterContinental Hotels Group is to ensure the health and wellbeing of our hotel guests and employees. We maintain the highest standards of food and environmental hygiene at our hotels. In addition to these stringent standards, we have taken precautionary measures to allay concerns that any of our guests may have towards the Avian flu situation in the country. 我們酒店沒有客人及員工受到過禽流感的影響。然而像往常一樣，在大陸酒店小組中我們優(yōu)先確保 健康及我們客人和員工的健康。在我們酒店中包含有最高質量的食物及環(huán)境衛(wèi)生。此外還有許多嚴 格的標準，我們已經采取了措施去打消客人可能認為我們酒店中存在禽流感的顧慮。
A
Q2.
What measures have you implemented in your hotels to address the Avian flu concerns? 你們酒店采取了
哪些措施去預防禽流感? We understand that our guests may be concerned about the Avian flu situation here and have taken precautionary measures to allay these concerns. Measures that we have adopted with immediate effect at all our hotels in (region/area/hotel) include: 我們明白我們的客人也可能關注這兒的禽流感而且已經采取了預防措施去打消這些顧慮，我們通過 努力迅速在酒店采取的措施包括： ? Poultry and poultry-related products are imported from non-affected countries only such as USA, Europe and Australia. (if appropriate) 家禽及家禽類相關原料都來自于無污染的國家諸如美國、歐洲及澳大利亞。(如果合適)
A
Poultry and poultry-related products are sourced from reputable and reliable suppliers accredited by the relevant authorities 家禽及家禽類相關原料都來自于有聲望可信賴的供應商，他們都通過了相關部門的檢驗。 All poultry served is well cooked. 所有的家禽都被很好的烹調。
Hotel guests and customers are informed that poultry used in our dishes is from countries/areas not affected by the Avian flu. (if appropriate) 酒店的客人被告知我們的菜肴中所用的家禽都來自未受禽流感污染的國家和地區(qū)。(如果合適) Ensuring a high level of hygiene and sanitation at all times to minimise any possible spread of any flu infection in general 經常確保一個高的衛(wèi)生標準大體上使任何流感病毒得到最小程度的傳播。 In the meantime, we are monitoring the situation closely for any further developments. 與此同時，我們正在密切關注疫情未來的發(fā)展情況。
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HOLDING STATEMENTS AND QA 發(fā)布聲明及問答
Q3.
When did you implement these measures? When did you know it was crucial? 你什么時候采取措施?你認為什么時候它是最嚴重的?
A
We have been monitoring the situation closely and acted as soon as relevant information became available. We have acted swiftly to implement precautionary measures to allay concerns that any of our guests may have. As always, our top priority is to ensure the health and wellbeing of our hotel guests and we continue to maintain the highest standards of food and environmental hygiene at our hotels. 我們已經密切關注疫情并且盡快執(zhí)行可行的相關信息。我們已經盡快去采取預防措施去打消客人可 能存在的顧慮。像往常一樣優(yōu)先確保健康及我們客人和員工的健康。在我們酒店中包含有最高質量 的食物及環(huán)境衛(wèi)生。
Q4.
What happens if you discover that one of your hotel guests has been infected with the Avian flu virus? What is the protocol then? 如果你發(fā)現(xiàn)你們酒店的客人感染禽流感怎么辦?接下來的擬訂方案是什么? We are monitoring the Avian flu situation closely for any further developments. There have been no Avian flu cases among our hotel guests, but we will
adopt the appropriate measures as instructed by the local authorities in the unlikely event that one of our guests is identified as potentially having been exposed. We maintain the highest standards of food and environmental hygiene at our hotels. In addition to these stringent standards, we have taken precautionary measures to allay concerns that any of our guests may have towards the Avian flu situation in the country. At the end of the day, our guests? health and wellbeing remain our top priority 我們正在密切關注禽流感未來的發(fā)展動向，我們酒店的客人沒有人感染禽流感，我們將會按照當地 專家在不可能發(fā)生的事件中發(fā)出的指令采取有效措施，這一事件即我們的客人被確認患有疑似禽流 感。在我們的酒店中有最高質量的食物及衛(wèi)生環(huán)境，此外還有許多嚴格的標準，我們已經采取了措 施去打消客人可能認為我們酒店中存在禽流感的顧慮。最終，我們客人的安全健康是我們最為關注 的。. What are you doing to ensure that your employees are protected from the Avian flu? 你怎樣確保你的員工在禽流感中受到保護? As with our hotel guests, the health and wellbeing of our employees is of great importance to us. We understand that they too may be concerned about the Avian flu situation here and have taken precautionary measures to allay these concerns. Measures that we have adopted with immediate effect at all our hotels in (region/area/hotel) include: 像我們酒店的客人一樣，酒店員工的健康對于我們來說同樣很重要。我們明白他們也可能關注這兒 的禽流感而且已經采取了預防措施去打消這些顧慮。我們通過努力迅速在酒店采取的措施包括：
A
Q5.
A
Poultry and poultry-related products are imported from non-affected countries only such as USA, Europe and Australia. (if appropriate) 家禽及家禽類相關原料都來自于無污染的國家諸如美國、歐洲及澳大利亞。(如果合適)
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HOLDING STATEMENTS AND QA 發(fā)布聲明及問答
Poultry and poultry-related products are sourced from reputable and reliable suppliers accredited by the relevant authorities 家禽及家禽類相關原料都來自于有聲望可信賴的供應商，他們都通過了相關部門的檢驗。
All poultry served is well cooked. 所有的家禽都被很好的烹調。
Hotel guests and customers are informed that poultry used in our dishes is from countries not affected by the Avian flu. (if appropriate) 酒店的客人會被告知我們的菜肴中所用的家禽都來自未受禽流感污染的國家和地區(qū)。(如果合 適) Ensuring a high level of hygiene and sanitation at all times to minimise any possible spread of any flu infection in general 經常確保一個高的衛(wèi)生標準大體上使任何流感病毒得到最小程度的傳播。
We are monitoring the situation closely for any further dev
elopments on this issue. 我們正在密切關注疫情未來的發(fā)展情況 。 Q6. What happens if you discover that one of your employees has been infected with the Avian flu virus? 如果你發(fā)現(xiàn)你的其中一名員工被感染禽流感怎么辦? A We are monitoring the Avian flu situation closely for any further developments. There have been no Avian flu cases reported among our hotel employees, but we will adopt the appropriate measures as instructed by the local authorities in the unlikely event that an infection occurs. We maintain the highest standards of food and environmental hygiene at our hotels. In addition to these stringent standards, we have taken precautionary measures to allay concerns that any of our guests may have towards the Avian flu situation in the country. At the end of the day, our guests? and employees? health and wellbeing remain our top priority. 我們正在密切關注禽流感的未來動向。在我們的酒店員工中還沒有流感病歷，但是我們將會按照當 地專家在不可能發(fā)生的事件中發(fā)出的指令采取措施。在我們的酒店中有高質量的食物保證及衛(wèi)生環(huán) 境，此外還有許多嚴格的標準，我們已經采取了措施去打消客人可能認為我們酒店中存在禽流感的 顧慮。最終，我們客人的安全健康是我們最為關注的。.
。
Q7.
Will you ban hotel guests from other countries affected by the Avian flu staying at your hotels? 你們會禁止來自其他國家受禽流感影響的客人入住你們酒店嗎? No, it is each individual?s discretion as to when and where they travel and it is not our prerogative to dictate on personal choices. We do however encourage people to take all reasonable precautions and to keep abreast of the relevant information put out by the authorities on this issue, so they are in a position to make more informed and appropriate decisions. To reassure our guests and ensure their health and wellbeing, we maintain the highest standards of food and environmental hygiene at our hotels. In addition to these stringent standards, we have taken
A
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HOLDING STATEMENTS AND QA 發(fā)布聲明及問答
precautionary measures to allay concerns that any of our guests may have towards the Avian flu situation in (region/area/hotel) 不會。決定什么時候去哪兒旅行，這是每個人的權利，我們沒有權利來命令個人的選擇。我們盡力 去建議人們采取合理的預防措施，了解專家在這一事件上提出的相關信息，所以他們能夠去采取更 多合理的必要的措施。我們將為客人提供高質量標準的食品以及衛(wèi)生環(huán)境為首要原則，除執(zhí)行這些 嚴格的標準之外，我們將采取所有預防措施的實施以助于減緩客人對禽流感疫情的顧慮。 Q8. Are you working with the local health authorities to help develop initiatives to address this issue? Can you provide some examples of your plans/initiatives? 你們是否
與當地的衛(wèi)生部門一起合作去控制疫情?你能提供一些你們的計劃嗎? As always, our top priority is to ensure the health and wellbeing of our hotel guests. We maintain the highest standards of food and environmental hygiene at our hotels. In addition to these stringent standards, we have taken precautionary measures to allay concerns that any of our guests may have towards the Avian flu situation in the country. We are monitoring the situation closely for further developments. We will comply with any initiatives recommended by the authorities to address the Avian flu situation and will contribute by adopting our own precautionary measures. 以優(yōu)先確保酒店客人的健康是我們一貫堅持的首要原則。我們將繼續(xù)保持酒店提供高質量標準的食 品以及衛(wèi)生環(huán)境。此外還制定了一些嚴格的標準要求，所有預防措施的實施將有助于減緩客人對禽 流感疫情的顧慮。我們將會密切關注未來疫情的發(fā)展，在遵從專家提出的關于預防禽流感建議的基 礎上不斷完善預防措施。
A
Q9.
How many cancellations have there been at your hotels in (region/area/hotel) to date? What is the overall impact to your business here? 至今本酒店有多少預定取消(區(qū)域/地區(qū)/酒店)?對酒店整體影響是什么? At the moment, (there has/has not) been a material impact on occupancy and our hotels are running at (full) occupancy rate. We remain confident of the travel industry in (region/area/hotel) our hotels are well recognised by travellers globally and have a strong brand presence in (Region). We have gone through cycles of issues in the past and we are here to stay. 目前，對本酒店的入住率(有/沒有)影響而且現(xiàn)在酒店達到(滿)入住率。我們仍然對本(區(qū)域/ 地區(qū)/酒店)的旅游產業(yè)信心,而且本酒店集團享有全球聲譽并口碑良好擁有強大的品牌支持。在過 去我們同樣也經歷過此類問題并得到良好解決，因此我們仍然會做到屹立不倒。
A
Q10. How have your hotels been impacted compared to your competitors? 與競爭對手酒店相比貴酒店受到的影響程度如何? A It is not appropriate for us to comment on our competitors so you may like to check with them on their own position.. We remain confident of the travel industry in (region/area/hotel). 在發(fā)表對競爭對手酒店的情況對我們來講是不合適的，因此您可以通過他們來進行了解。我們對 (地區(qū)/區(qū)域/j 酒店 )旅游產業(yè)仍然有信心
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HOLDING STATEMENTS AND QA 發(fā)布聲明及問答
Q11. Do you think that the Avian flu will have a significant impact on the travel industry in (region/area/hotel)? 請問禽流感是否對旅游行業(yè)(地區(qū)/區(qū)域/j 酒店 )的有重大意義方面的影響? A It?s too early to know if there will be any potential impact on the industry. Our business is strong and we remain committed to our busines
s and customers here. 對于由其帶來行業(yè)潛在性的危機影響現(xiàn)在來講未免過早，我們的生意不錯而且我們將繼續(xù)致力于我 們的業(yè)務以及客戶的發(fā)展
Q12. Do you think the Government should have acted sooner? 您認為政府是否應該早點采取行動? A That?s really a matter for the Government to comment on. However, we support all initiatives implemented by the authorities to address the Avian flu situation. On our end, we will contribute by adopting our own precautionary measures to maintain the highest standards of food and environmental hygiene at our hotels as we have already done so. 那是應該由政府方面發(fā)表看法的問題，然而，我們將支持并全力貫徹執(zhí)行政府部門針對禽流感所采 取的所有措施。我們的目的，在于通過我們所以采取的預防措施以保持酒店提供最高標準的食物質 量以及衛(wèi)生環(huán)境，而且我們已經這樣做了。
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Date 日期 Dear Guest, 尊敬的客人： Welcome to (hotel)! 歡迎入住(酒店名稱)! It is a pleasure to have you staying with us. 對于您的下榻我們深感榮幸。 Further to the recent media reports concerning the occurrence of Avian Flu, we would like to advise you that we have implemented safety measures to ensure that the food served in our hotel is free from risk. 當前媒體發(fā)布了關于禽流感疫情的報告，對此我們已經執(zhí)行了安全措施來確保酒店提供的所有食品是安 全的。 As always, our top priority is to ensure the health and well being of our hotel guests. We maintain the highest standards of food and environmental hygiene at our hotels. In addition to these stringent standards, we have taken precautionary measures to allay concerns that any of our guests may have regarding the avian flu situation in the (region/area/hotel). 在任何時候酒店最關注的事情始終是保證客人的健康和安全。我們對酒店食品及環(huán)境執(zhí)行高標準的衛(wèi)生 要求。除了這些嚴格的標準，我們還對客人所關心的發(fā)生在(地區(qū)/區(qū)域/酒店)的禽流感疫情采取了防范 措施。 These measures at our hotels in (region/area/hotel). include: 這些措施在我們在(地區(qū)/區(qū)域/酒店)酒店包括： ? Poultry and poultry-related products are imported from non-affected countries only such as USA, Europe and Australia. The poultry used in our dishes is from countries not affected by the bird flu. (if appropriate) OR 家禽以及與家禽有關的產品僅在美國、歐洲、澳大利亞沒有發(fā)生疫情的國家進口。菜肴中的家禽肉類 都是來自沒有禽流感疫情的地區(qū) ? Poultry and poultry-related products are sourced from reputable and reliable suppliers accredited by the relevant authorities ? 家禽及家禽相關的產品均在有名氣的，值得信賴的，經過權威機構認證的供應商處進貨。 ? All poultry served is well cooked. ? 所有供應的家禽類
食品都確保烹熟。 I would like to assure you that our hotel?s stringent health standards are in line with those recommended by the health authorities (local market to confirm and amend this where appropriate) 請放心，我們嚴格的食品衛(wèi)生要求均與健康機構的推薦相符合。(當地市場可以根據情況做適當修改) Should you have any questions or require more information during your stay, please do not hesitate to contact myself or a member of our team. 如您在入住期間有任何問題或要求，請與我或酒店其他員工聯(lián)系。 Thank you for choosing to stay at (hotel).
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再次感謝您在(酒店名稱)的下榻。 Kind regards,此致 General Manager
總經理
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Terrorism – Crisis Communications Reporting Guidelines to Inzone tourism group high-star hotel operationdevelopment department.Office 恐怖活動-銀座旅游集團高星級酒店發(fā)展部危機溝通匯報指導原則
When a terrorism incident occurs, all media communications will be executed though the Inzone tourism group high-star hotel operationdevelopment department. Office. The Hotel PR Manager’s role in this instance, is to assist the Office in collating timely and accurate information. The Hotel remains responsible for communications with guests and staff. Ensure that all guest and staff communications are cleared with the Office prior to release. 當發(fā)生恐怖事件，所有與媒體的交流必須通過銀座旅游集團高星級酒店發(fā)展部辦公室。在這一情況下，酒店公關部 的角色是協(xié)助銀座旅游集團高星級酒店發(fā)展部辦公室及時整理確切的信息。酒店負責與客人和員工交流，但應確保 在與客人和員工交流前與本部辦公室達成一致。
Terrorism can have complex and unexpected impact on relations between guests, staff and people of different religions, ethnicity and nationalities. Much of the impact is psychological with potentially serious consequences. Although terrorism security and recovery operations is largely in the hands of the government, the hotel can take proactive security measures, communication (esp internal communications) and counseling support to contain any negative effects of terrorism on guests, staff and public perceptions. Speedy and open communications that address sensitivities of all religious/ cultural groups and different stakeholders is needed to reduce insecurity, and prevent unnecessary fear and suspicion which can become challenging problems. Tactful and swift reaction goes a long way to re-instill guest confidence and loyalty.
恐怖活動會對客人，員工及不同信仰、種族、國籍的人會造成不能預測的，復雜的影響。很多影響是心 理上的，可能會造成嚴重的后果。盡管恐怖活動的安全問題及救援工作都是政府在掌控，但酒店可以采 取安全措施，溝通交流(尤其是內部溝通)及顧問支持來抑制對客人、員工及公
眾觀念中的恐怖活動帶 來的負面影響。
1.
Number of casualties (dead, injured, missing) 人員傷亡(死亡、受傷、失蹤)
2.
What are the nationalities of casualties? 遇難者國籍?
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3.
Assistance rendered by hotel for casualties and family members 酒店對遇難者及家屬提供的幫助。
4.
Where are the guests now? 客人現(xiàn)在在哪里?
5.
Is hotel still operating? 酒店仍舊營業(yè)嗎?
6.
Any terrorist statement on reason for the attack or why the hotel was a target? 是否有任何恐怖者發(fā)布的關于為何實施，及為何選擇酒店為襲擊目標的聲明?
7.
What is the psychological state of guests and staff? 客人及員工現(xiàn)在的情緒如何?
8.
Has psychological counseling support been given to guests and staff? 是否對客人及員工進行了心理咨詢支持?
9.
Have any guests made statements to the media/been interviewed by media? 是否有任何客人對媒體發(fā)表了聲明或接受了媒體的采訪?
10. a) Have you been monitoring the local media for coverage on the crisis? 你對關于危機的媒體報道有所關注嗎? a) Any mentions of hotel in the media? 媒體中提到了酒店嗎? 11. State of relations between guests of different religions or cultures(watch for any signs of suspicion, avoidance, distrust or fear)
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關于不同地區(qū)及宗教信仰或文化的客人之間關系的聲明(注意任何可疑的，有意回避的，不信任 的，恐懼的跡象) 12. State of internal staff relations (watch for any signs of suspicion, avoidance, distrust or fear) 關于內部員工的聲明(注意任何可疑的，有意回避的，不信任的，恐懼的跡象) 13. Have staff been briefed by Management how they will be handling the situation? 管理層是否向員工傳達了如何應對此狀況? 14. What have the local government authorities been saying about the attack? 當地政府對于此次襲擊是如何說明的? 15. Is there a likelihood of another attack? Where? 還有再一次發(fā)生襲擊的可能行嗎?在哪里? 16. What have the diplomatic community been saying about the incident? 外交方面是如何解釋此次事件的? 17. What are the various religious or other communities saying about the attack? 其它宗教或者團體是如何看待此次襲擊的? 18. Any memorial services being organized to remember victims of the incident? When, where, who? Will hotel reps be participating? 是否組織了任何悼念儀式來悼念此次襲擊的遇難者?在哪里?什么時候?參加者是誰?酒店代表 是否會參與? 19. Media reports monitored?是否關注了媒體報道?
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Web logs – Monitoring and Reporting Guidelines 網絡日志-監(jiān)控與匯報指導方針
Background
背景 A Web log or Blog is an online journal type of website containing postings of written content and displayed in the latest order received. Traditionally, a blog is a shared jo
urnal, much like a discussion board. The postings are a series of topical discussions written by a blog host or blogger and correspondences by blog readers. Blog contributors range from average citizens to credible journalists and industry experts. The general neutrality and freshness of blogs helps propel their wide appeal. 網絡博客或博客是一種基于網絡的日志，它是了以最新上傳內容為順序顯示的日志。傳統(tǒng)意義上來 講，博客是一種分享日志的形式，或更像是一種討論平臺。博客作者或博主寫出熱點話題，閱讀者會給 予回應。從普通市民到新聞工作者或是行業(yè)專家都是博客的寫作者。中立性及新鮮度使其廣為流 行。 Studies have shown that consumers trust word-of-mouth recommendations far more than they trust traditional marketing and blogs have become the quintessential forum for the word-of-mouth. In the hospitality industry, blogs are already playing a vital role through hotel reviews and recommendations – which in many cases can drive business for Inzone tourism group. However, in the event that any damaging information is posted about an Inzone tourism group property, this can potentially have a severe, negative impact on our brand image, reputation and business. 研究表明，顧客對口碑的信任遠遠超過了對傳統(tǒng)市場的信任，而博客正是這樣一個口碑流傳的集中營。 在酒店業(yè)，博客已經成了為對酒店的評論和推薦中十分重要的部分，可以給銀座旅游集團帶來更多的商 機。然而，對于博客中出現(xiàn)的任何對銀座旅游集團不利的信息，對我們的品牌、名聲和生意都會帶來極 壞的影響。 As part of Inzone tourism group?s property defense strategy, the Inzone tourism group high-star hotel operation development department.regional office regularly monitors some of the well-known sites containing hospitality-related content. Monitoring blogs that contain property reviews, feedback and recommendations from customers can help us avoid serious, negative publicity by giving us the opportunity to address problems before they grow larger and more public.
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作為銀座旅游集團保護產業(yè)戰(zhàn)略的一部分，銀座旅游集團高星級酒店發(fā)展部對于含有酒店業(yè)內容的 知名博客特別關注。關注帶有酒店評論的博客內容，反饋信息以及顧客間的推薦可以幫我們及時解決問 題，避免嚴重的，負面的公眾信息惡化或擴散。
Web logs – the role and responsibilities of the hotel PR representative
網絡博客-酒店公關部代言人的責任和角色 If you come across negative and potentially damaging web log content relating to any Inzone tourism group?s hotel property, please report the details immediately to Inzone tourism group high-star hotel operationdevelopment department. 如果在網絡日志看到關于銀座旅游集團高星級酒店
發(fā)展部的任何負面的內容，請立即將詳細內容匯報至 本部公關分部。 Contacts: 0000, Director,Corporate email: 00000000, Communications phone: 00000 mobile: and 000000 PR, and
00000 Manager, Brand PR and Communications, email: 00000000 phone: 000000/ mobile: 0000000 The faster we come to know of a potentially damaging web log entry, the better our chances of properly managing and containing the situation. 聯(lián)系方式：00000 電子郵件：0000000 電線 我們越早得知任何可能對我們造成不利影響的網絡日志，就更多的機會來阻止對我部產業(yè)造成的相關內 容的不良影響和破壞。
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MEDIA LOG SHEET 媒體報道登記表
A form to be used to log media inquiries to ensure an appropriate media response
此表格用于記錄媒體的提問來保證媒體給予正確恰當的報道。
Name:姓名 Media Organisation: 媒體組織 Tel No:電話 Mobile No:手機 Fax No:傳真 Email:電子郵件 Date and time of call: 來電日期及時間 Deadline date and time: 截止日期及時間 Nature of request:要求性質
Radio/TV Only: (Please Circle)僅限于廣播/電視(請畫圈進行選擇) News Live Programme Pre-recorded Current Affairs Talkback
Other…………………………………
新聞-節(jié)目-當前事件-反饋-現(xiàn)場直播-提前錄制-其它 Notes/comments on interview:備注/訪談評論
Media Coverage Obtained:獲得的媒體報告
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Monitoring press coverage on a crisis is important. This chart enables the PR representative to keep track of all press coverage during a crisis; alert the management on potential issues and correct factual inaccuracies, if any. 關注媒體對危機事件的報告是非常重要的。此表格可以使公關部跟蹤所有媒體關于危機的報道。警示管理者可能發(fā)生的問題及真實情況。 No 編號 1 2 3 4 5 6 7 8 9 10 Date 日期 Media 媒體 Headline 標題 Key Messages 主要內容 Spokesperson Quoted 發(fā)言人用語.
本文由星辰科技公關公司精心整編而成，星辰科技公關公司專業(yè)從事網絡公關，媒體公關,危機公關，負面信息處理，品牌維護，多年，具有十多年的網絡公關處理，危機公關處理，負面信息處理等技術手段!為您企業(yè)以及個人保駕護航!
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