國(guo)公(gong)司為主體。跨(kua)國(guo)公(gong)司就像日本的(de)三井帝國(guo)一樣(yang)，成為產業價值鏈的(de)組織者(zhe)。

　　 這里的(de)關(guan)鍵不是(shi)“互聯(lian)(lian)網(wang)(wang)+”和“+互聯(lian)(lian)網(wang)(wang)”，而是(shi)用(yong)互聯(lian)(lian)網(wang)(wang)的(de)方(fang)式(shi)重新(xin)表(biao)達你(ni)的(de)價值(zhi)(zhi)創(chuang)造過程(cheng)，從而極大(da)地(di)提高(gao)你(ni)的(de)價值(zhi)(zhi)創(chuang)造能力。這是(shi)一個融合的(de)過程(cheng)，融合的(de)主體應該是(shi)互聯(lian)(lian)網(wang)(wang)。換言之，如(ru)何按照(zhao)互聯(lian)(lian)網(wang)(wang)的(de)要求，重構你(ni)的(de)業務(wu)系統(tong)，重構你(ni)的(de)價值(zhi)(zhi)創(chuang)造過程(cheng)。

　　 這就像(xiang)蒸汽(qi)(qi)機出(chu)現之后的(de)(de)(de)情(qing)景一樣，按照(zhao)蒸汽(qi)(qi)機的(de)(de)(de)要求，及其他(ta)能量，重構原來的(de)(de)(de)產品創造過程，包括(kuo)在可(ke)以獲取更大效率的(de)(de)(de)環(huan)節，以機器(qi)代(dai)替人(ren)力。為了機器(qi)代(dai)替人(ren)力，對(dui)傳統(tong)手工作業(ye)(ye)過程進行分(fen)解，分(fen)解成(cheng)一個(ge)個(ge)細小(xiao)的(de)(de)(de)工序，并導入標準化的(de)(de)(de)手段，形(xing)成(cheng)規(gui)范化的(de)(de)(de)制作流程，以及對(dui)作業(ye)(ye)過程進行管理，等等。

　　 就像德魯克所說的(de)那(nei)樣，近(jin)代戰(zhan)爭是以機器為特征(zheng)的(de)，并(bing)沿用了(le)生產作業過程的(de)組(zu)織(zhi)方式(shi)。這(zhe)一(yi)點我們這(zhe)代人是領教(jiao)過了(le)，海灣戰(zhan)爭與第(di)一(yi)、二次世界大戰(zhan)的(de)方式(shi)完全不同，是以信息數據為特征(zheng)的(de)，采用的(de)是互聯網(wang)化的(de)組(zu)織(zhi)方式(shi)。

　　 包子堂從(cong)事的是教(jiao)育(yu)(yu)領域，一(yi)直希望(wang)利用(yong)互(hu)聯網來展(zhan)開(kai)組(zu)織與管理學(xue)的教(jiao)育(yu)(yu)事業。從(cong)2015年年底開(kai)始，我們就(jiu)努力與互(hu)聯網的“原住民”接觸(chu)，尋找與互(hu)聯網接軌的機會。我們得到了(le)一(yi)個清晰(xi)的概念，互(hu)聯網架(jia)構的機會渺茫且很燒(shao)錢。

　　 從2016年4月開始，我們就希望(wang)與互聯網化的(de)公司進行合(he)作。本著成(cheng)(cheng)就他人、成(cheng)(cheng)就自己的(de)原(yuan)則，我們與長生天成(cheng)(cheng)、華(hua)陽、恩源(yuan)、知學云(yun)、亞(ya)信(xin)、中(zhong)移在(zai)線、云(yun)學堂，等等，進行過深(shen)入的(de)交流和接觸，探討如何(he)結成(cheng)(cheng)深(shen)度的(de)戰略合(he)作伙(huo)伴關(guan)系，并(bing)基于(yu)這(zhe)種緊密的(de)一(yi)體化關(guan)系進行有效的(de)分工協(xie)作。

　　7人靠本(ben)事吃飯

　　 有人問我，你靠什么吃(chi)飯？自食(shi)其力，靠本事(shi)吃(chi)飯。

　　 剛上大(da)學(xue)的時候，暑假時，我在學(xue)校找了一個活——當(dang)小工，勤工儉學(xue)，跟幾個小伙子，拉著(zhu)大(da)水泥滾筒，來回碾壓，平整(zheng)操場(chang)。一天1元，干得挺歡，既掙錢，又鍛煉(lian)身體。

　　 有(you)同(tong)學說我，不回(hui)老(lao)家看(kan)看(kan)，干那活(huo)兒干什么，這(zhe)掙不了什么錢。我不這(zhe)么想，該自食其(qi)力(li)了。我沒什么本(ben)事，只能(neng)干點粗活(huo)，這(zhe)叫以人力(li)代替驢馬(ma)。再說了，我這(zhe)一(yi)身(shen)肉，閑著也是一(yi)種浪費。

　　 說句老實話，那(nei)個假期我還真的(de)沒掙到(dao)什(shen)么錢，飯量增加了，伙食改(gai)善了，買(mai)了一件好看一點的(de)衣服，還換了一雙(shuang)新鞋(xie)。人工修操(cao)場，既(ji)費(fei)襪子又費(fei)鞋(xie)。

　　 學會(hui)(hui)一種生活方式(shi)，自食其力的生活方式(shi)，終身受益。向內求索，不向外(wai)乞討，一個人會(hui)(hui)變(bian)得(de)強大起(qi)來，心智模式(shi)也會(hui)(hui)變(bian)得(de)強大起(qi)來。人的內在潛力是很大的，沒必要在被逼無(wu)奈(nai)、無(wu)路(lu)可走的時候才想起(qi)自我開發(fa)。

　　 不久，我又(you)上了一(yi)個臺(tai)階，告(gao)別了賣苦力的(de)人生，學(xue)會了講課掙錢的(de)本(ben)事。我第一(yi)次講課，沒被人轟下來，講了一(yi)天，講得口(kou)干舌(she)燥，掙了10元，外加1元的(de)車貼。我心里美滋(zi)滋(zi)的(de)，覺得自己長(chang)本(ben)事了。

　　 從前我特別羨慕那些能侃的同學，尤其是北京(jing)同學，張口就(jiu)來，滔(tao)滔(tao)不絕。

　　 記得有個家伙(huo)跟(gen)我說(shuo)，要是(shi)(shi)手一份，嘴(zui)一份，人生(sheng)的路就會越走越寬。是(shi)(shi)呀(ya)，嘴(zui)能說(shuo)，手能寫，就會像鳥兒一樣，自由自在，翱翔天空。

　　 大學畢(bi)業的(de)(de)那個(ge)暑假，我第一次“走(zou)江湖”，與兩個(ge)同學攜(xie)手，去山(shan)東招遠講(jiang)課，掙了300元。一小(xiao)時(shi)5元，講(jiang)了60小(xiao)時(shi)，上午(wu)、下午(wu)，有時(shi)晚上，平均每(mei)天講(jiang)10小(xiao)時(shi)。等到研(yan)究生畢(bi)業，我已經是(shi)學校(xiao)有名的(de)(de)萬元戶了。

　　 人家是(shi)仗劍走江湖，我是(shi)講(jiang)(jiang)課走江湖，跟打(da)擂臺差不多(duo)。為了不被人轟下來(lai)(lai)，我堅持手(shou)不釋卷，一周一本，都(dou)是(shi)專業的書。我經(jing)常跟學生講(jiang)(jiang)，也(ye)許我看(kan)過(guo)的書沒你(ni)們(men)多(duo)，但我看(kan)懂的書肯(ken)定比你(ni)們(men)多(duo)。看(kan)不懂就(jiu)講(jiang)(jiang)不出來(lai)(lai)，我看(kan)書從不浮皮潦草、自欺(qi)欺(qi)人。

　　 看書是一種(zhong)能力，需要(yao)勤學苦練(lian)，沒有人(ren)可以輕易獲得這(zhe)種(zhong)能力。智力勝過(guo)(guo)體(ti)力，需要(yao)苦練(lian)的程度也(ye)應(ying)該超過(guo)(guo)體(ti)力。吃不(bu)了這(zhe)個苦，也(ye)體(ti)會不(bu)到其中(zhong)的樂，根本練(lian)就不(bu)了這(zhe)種(zhong)能力。說有多(duo)難，關鍵看導師(shi)是誰。

　　 我(wo)有一(yi)個徒弟，問如何才能達到我(wo)的境(jing)界，我(wo)說關鍵是(shi)看書，從書本(ben)中吸(xi)取知識(shi)和營(ying)養(yang)。然后他(ta)模(mo)仿(fang)我(wo)的講課方(fang)式(shi)，把我(wo)講的背下來(lai)，這(zhe)里(li)面有我(wo)從導(dao)師那里(li)傳承過來(lai)的思維方(fang)式(shi)。

　　 很久后，他又問(wen)我(wo)，怎么(me)能(neng)(neng)夠(gou)講到一天(tian)1萬元？我(wo)想(xiang)這家(jia)伙肯定掉錢眼兒里了。如(ru)果一個人不(bu)把注意(yi)力集中在能(neng)(neng)力的(de)(de)發展上(shang)，是不(bu)會有出息的(de)(de)，不(bu)會成為一個自食(shi)其力的(de)(de)人，不(bu)會成為一個靠本事(shi)吃飯的(de)(de)人，最終只能(neng)(neng)在江湖上(shang)瞎混，成為一個十足的(de)(de)投(tou)機取巧的(de)(de)人。

　　 這就像一個賭(du)徒(tu)一樣(yang)，開始只是覺得好玩，一不(bu)小心(xin)，蝕(shi)了本錢，越陷越深，最終成了一個十足的(de)賭(du)徒(tu)，白(bai)(bai)白(bai)(bai)浪費了青春(chun)年華，一點本事都沒長。

　　 我語重(zhong)心長地告誡他，功到自然成(cheng)，如果(guo)你(ni)(ni)值這個(ge)價，別(bie)人(ren)就會付(fu)這個(ge)錢。開始的時候，就當練手，錢少點怕什么？你(ni)(ni)也可以(yi)花錢請(qing)人(ren)來聽課，請(qing)別(bie)人(ren)陪你(ni)(ni)練。他說，這不可以(yi)吧？意(yi)思是，這太丟(diu)人(ren)了！

　　 丟一(yi)次人(ren)怕(pa)(pa)什么？怕(pa)(pa)的是(shi)(shi)丟一(yi)輩子(zi)人(ren)。出錢(qian)請人(ren)來(lai)聽(ting)課怕(pa)(pa)什么？怕(pa)(pa)的是(shi)(shi)一(yi)輩子(zi)出錢(qian)請人(ren)來(lai)聽(ting)課，怕(pa)(pa)的是(shi)(shi)當一(yi)輩子(zi)吃瓜群眾(zhong)，花錢(qian)聽(ting)人(ren)神侃。

　　 現在的一(yi)些年輕人，好多話都聽(ting)不(bu)進(jin)去。我(wo)真的認(ren)為，勸(quan)人讀書，勸(quan)人靠本事吃飯太難了。

　　人與人生

　　8人為什么(me)要活著

　　 絕大部(bu)分(fen)人沒有想過(guo)這個問題，更(geng)不要

　　 CRISIS MANAGEMENT危機公關

　　 TABLE OF CONTENTS 目錄(lu)

　　 1. Introduction 簡介(jie) 01 01

　　 2. Crisis Communications Principles危機公關(guan)原則(ze)

　　 ROLES RESPONSIBILITIES 角色(se) 職(zhi)責 3. Guidelines for a Hotel PR Representative 酒(jiu)店公關(guan)代表(biao)指導方針 4. Crisis Communications Action Sequence 危機(ji)公關(guan)行動(dong)步驟 5. PR Information Collation – Coordination with Operations 公關(guan)信息整理—與運營(ying)管(guan)理之協調 6. What to do when the Media Turns up 媒體(ti)應對 7. Managing a Press Conference 記者(zhe)招待(dai)會 07 13 15 02 03

　　 Guidelines for Spokesperson 代(dai)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(cheng)序(xu) 10. Media Call Screening 媒體來電 11. Clearance Process for Media Releases 媒體發布程(cheng)序(xu) 12. Call Channeling 電線

　　 CRISIS MANAGEMENT 危機公(gong)關

　　 TABLE OF CONTENTS 目錄

　　 SCENARIOS, TOOLS TEMPLATES 預測場景、工具 格式(shi) 13. Holding Statements and QAs 組(zu)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(zhi)動(dong)亂 d) Rape 強奸 e) Bomb Threat 爆炸 恐嚇 f) Epidemic/Infectious Disease 流(liu)行性(xing)疾病/傳染病-禽流(liu)感(gan) – Avian Influenza 14. Terrorism Reporting 報(bao)道 15. Web Logs 網(wang)絡(luo)日(ri)志 Media Log Sheet 媒體(ti)登記表(biao) 52 55 57 30 34 36 38 40 42

　　 CRISIS COMMUNICATIONS PRINCIPLES 危(wei)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(ben)危(wei)機(ji)(ji)(ji)公關(guan)(guan)(guan)(guan)手(shou)冊致(zhi)力于銀(yin)座旅游集團高星(xing)級酒(jiu)店(dian)發展(zhan)部應(ying)對所屬酒(jiu)店(dian)危(wei)機(ji)(ji)(ji)事(shi)件及(ji)危(wei)機(ji)(ji)(ji)管理之準則，包括 指導本(ben)部之所屬酒(jiu)店(dian)公共關(guan)(guan)(guan)(guan)系(xi)經理處(chu)理應(ying)對危(wei)機(ji)(ji)(ji)媒體(ti)公關(guan)(guan)(guan)(guan)以及(ji)危(wei)機(ji)(ji)(ji)后媒體(ti)公關(guan)(guan)(guan)(guan)的處(chu)理。 The PR Manager should familiarise himself/herself with the Crisis Communications procedure. 要(yao)求酒(jiu)店(dian)公共關(guan)(guan)(guan)(guan)系(xi)經理必須熟知(zhi)危(wei)機(ji)(ji)(ji)公關(guan)(guan)(guan)(guan)程序。 Please contact at tel: mobile: for further clarification. 如(ru)(ru)有(you)任何(he)疑問請致(zhi)電銀(yin)座旅游集團高星(xing)級酒(jiu)店(dian)事(shi)業部公關(guan)(guan)(guan)(guan)聯系(xi)人：xxx 電線(xian) 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(wei)機(ji)(ji)(ji)事(shi)件非常吸引(yin)公眾的視線(xian)。因(yin)此從(cong)我們如(ru)(ru)何(he)處(chu)理媒體(ti)詢(xun)問的方式上公眾就足(zu)以形成對此次事(shi)件的認(ren) 識以及(ji)對銀(yin)座旅游集團高星(xing)級酒(jiu)店(dian)事(shi)業

　　 部(bu)的印(yin)象，如果處理(li)不(bu)好，媒體的報導比(bi)危機事(shi)件本身更可(ke)能損 害本部(bu)的形(xing)象。因此，所有的媒體詢問都必須得到及(ji)時有效的處理(li)是至關重要的。

　　 Crisis Communications Principles 危(wei)機(ji)公關規(gui)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(chu)理危(wei)機(ji)事(shi)件需要光速的(de)(de)(de)反(fan)應加上(shang)眾所周知的(de)(de)(de)常識。第(di)一原則就是要反(fan)應迅速，對(dui)受(shou)影(ying)響的(de)(de)(de)人(ren)采取(qu)恰當 的(de)(de)(de)做法。酒(jiu)店 CRT(危(wei)機(ji)處(chu)理小組)的(de)(de)(de)處(chu)理前提(ti)就是安撫受(shou)害(hai)者，以采取(qu)的(de)(de)(de)行動對(dui)企(qi)(qi)業(ye)利益以及(ji)企(qi)(qi) 業(ye)聲(sheng)譽是最好(hao)的(de)(de)(de)保障(zhang)為前提(ti)。該宗旨同(tong)樣(yang)適(shi)用于涉及(ji)危(wei)機(ji)之所有所屬企(qi)(qi)業(ye)的(de)(de)(de)公(gong)共關(guan)系準則 Always consider the following key messages in any communications: 在(zai)任何信息(xi)(xi)溝通(tong)中永遠考慮下列關(guan)鍵信息(xi)(xi)

　　 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(de)計(ji)劃行(xing)動(dong)

　　 The Crisis Response Team will operate under the following principles: 危機(ji)處理(li)小組應在(zai)下列(lie)原則下處理(li)危機(ji)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(gong)眾和員工的(de)(de)健康(kang)和安全(quan)排在首位，及時向事件中受(shou)影響的(de)(de)人員竭(jie)盡全(quan)力的(de)(de)提供(gong)力 所能及的(de)(de)協助(zhu)，并(bing)向他(ta)們(men)致以最(zui)真切的(de)(de)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(xu)迅速(su)。及時向包括媒體在(zai)內的(de)所有公(gong)眾公(gong)布最新(xin)的(de)狀況。能否在(zai)第一時間(jian)做出反應 會被作為是否恰(qia)當處理危機的(de)判斷標(biao)準(zhun)。

　　 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(bu)在缺少事實依據(ju)和外界質(zhi)詢的壓力(li)下編造(zao)謊言

　　 We will notify upper class administration of the situation and our actions (personally, not through the media). 我們(men)會告知上(shang)級行政主管單位發生(sheng)的(de)事(shi)件(jian)及我們(men)采取的(de)行動(dong)(親自通(tong)知而非(fei)通(tong)過媒(mei)介曝(pu)光)

　　 We will conduct the first press briefing as soon as is practicably possible and provide media updates on a regular basis. 我(wo)們會盡(jin)可能快的準備新聞簡(jian)報并定(ding)期提供媒體最新信(xin)息

　　 Crisis communi

　　 cation starts with top management; therefore, wherever possible, we will provide access to company leaders and specialists. 危(wei)機信(xin)息溝通(tong)總是源(yuan)于高(gao)管層(ceng)，因此，只要可能我(wo)們會(hui)及時(shi)與公司領導和專家進行溝通(tong)。

　　 CRISIS COMUNICATIONS ACTION SEQUENCE 危機公關(guan)行動(dong)步(bu)驟(zou)

　　 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(ji)(ji)(ji)時期對酒店(dian)公(gong)關(guan)代表的要求相應增加，酒店(dian)公(gong)關(guan)代表需在(zai)危機(ji)(ji)(ji)前、危機(ji)(ji)(ji)中(zhong)、危機(ji)(ji)(ji)后(hou)按照以下提綱式 目錄所列(lie)步驟展(zhan)(zhan)開行(xing)(xing)動(dong)： 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(ji)(ji)(ji)處理小組(zu)保持密切聯系。熟(shu)知危機(ji)(ji)(ji)發展(zhan)(zhan)以及(ji)所有行(xing)(xing)動(dong)措施，知曉需要說(shuo)什么，何時去說(shuo)，誰將 去說(shuo)以及(ji)與誰進行(xing)(xing)溝通(tong)交流。 Responsible for media management 負責媒(mei)體管理 Craft key messages for the media 媒(mei)體關(guan)鍵(jian)信息(xi)編纂

　　 Brief the spokesperson 給發(fa)言人做簡報(bao) 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(yi)見資源(yuan)信息的整合發(fa)展媒體回應

　　 -

　　 Coordinate Press Conference (if held) and media interviews 組(zu)織記者招待會(若需舉行(xing))以(yi)及(ji)媒體采訪(fang)

　　 Before a potential crisis – get prepared 潛在危機(ji)發生之前---做好準備(bei)

　　 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(zhun)備(bei)發言稿(gao);經(jing)管理(li)層(總經(jing)理(li)/住(zhu)店(dian)經(jing)理(li))以及銀座旅游集(ji)團高星級酒店(dian)事業部、法律權威專家審 批。 Anticipate and prepare for possible issues 預知以及準(zhun)備(bei)任何可(ke)能(neng)發生的議題 Prepare QAs 準(zhun)備(bei)問題答(da)案(an) Establish a strong media network 建立強大有力的媒體(ti)網(wang)絡 Designate venue for press conference or briefing 選定記者招待會或簡報場(chang)地 Arrange for media training of spokesperson 為(wei)新(xin)聞發言人做(zuo)媒體(ti)培訓

　　 During the crisis 危(wei)機中

　　 Page 3

　　 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(dong)迅捷。著重確認各項事實(shi)(人(ren)物，事件，時間，地點，原因(yin)) Funnel prepared outgoing media statements through GM and legal counsel, 通過總經理和法(fa)律顧問渠道將(jiang)事先準備好的媒體陳(chen)述對外發布 Isolate the crisis. Identify affected areas and areas not affected. Prevent speculation panic 危機隔(ge)離(li)。確認受影響以及(ji)未受影響區域 ，防(fang)止(zhi)臆(yi)斷以及(ji)恐(kong)慌 Quickly brief hotel staff where to channel calls 快速(su)通知酒

　　 店(dian)員工(gong)信(xin)息(xi)(xi)(xi)傳遞方式 Update spokesperson on status of crisis as facts come to light 結合危(wei)機狀況(kuang)事(shi)實的(de)顯露(lu)向發言人更(geng)新信(xin)息(xi)(xi)(xi) Assume the situation will get worse. Anticipate and prepare responses for critical questions 假(jia)設事(shi)態演變嚴重，預(yu)知并(bing)準備(bei)關(guan)鍵(jian)性問(wen)題(ti)(ti)回復 Seize opportunities to reinforce positive key messages 搶(qiang)抓機會去強化積(ji)極的(de)關(guan)鍵(jian)信(xin)息(xi)(xi)(xi) Keep a media log of callers and questions 就(jiu)媒體來電以(yi)及詢問(wen)做好保(bao)留日(ri)志 Manage information flow to prevent distortion of facts speculation 妥善(shan)處理信(xin)息(xi)(xi)(xi)流以(yi)防止(zhi)歪曲的(de)事(shi)實以(yi)及臆斷 Arrange for a press conference, if necessary 如有必要組(zu)織安(an)排(pai)記(ji)者招待會 Monitor media coverage and address inaccuracies 監測媒體報(bao)道并(bing)做好事(shi)實重申 Collate positive stories 收集(ji)積(ji)極報(bao)道題(ti)(ti)材

　　 After the Crisis 危機(ji)后

　　 Do a debrief to review communication strategies 概要性回顧危機公(gong)關策略 Review all media coverage and editorials (correct inaccuracies if any) 檢查(cha)所有媒體報道和(he)社論(如有，糾(jiu)正(zheng)錯誤)

　　 Page 4

　　 CRISIS COMUNICATIONS ACTION SEQUENCE 危機(ji)公關(guan)行動步驟

　　 Assess public and media perception of the organisation 組織評估公(gong)眾(zhong)以(yi)及媒(mei)體(ti)的看法反映 Remember to update your website information 謹記更(geng)新網站信(xin)息 Monitor organisation reputation and standing with public and media 監測(ce)企業在公(gong)眾(zhong)以(yi)及媒(mei)體(ti)方面的聲譽(yu)和地(di)位 Implement re-marketing strategies. Consider image rebuilding measures 貫(guan)徹執行新的市場策略。考(kao)慮形象重建(jian)措施(shi)。 Anticipate if any issues remain with the public and media 預知公(gong)眾(zhong)及媒(mei)體(ti)是否留有(you)任(ren)何問(wen)題 Measure results of your crisis management tactics and strategies as soon as possible 盡(jin)快(kuai)審核危(wei)機管理策略執行結果

　　 Page 5

　　 CRISIS COMUNICATIONS ACTION SEQUENCE 危機公(gong)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(ji)處(chu)理(li)系列行動 計劃表。鑒于危機(ji) 種類的(de)不同，危機(ji) 處(chu)理(li)的(de)關 鍵在于正確的(de)媒體(ti)(ti) 傳(chuan)呼渠道，信息傳(chuan) 遞的(de)一致性以及媒 體(ti)(ti)詢(xun)問溝通的(de)及時 性。這需(xu)要媒體(ti)(ti)監(jian) 控以及反應的(de)合(he)理(li) 跟進

　　 Crisis 危機(ji)

　　 Collate Information 信息收集

　　 Brief Front Desk/ Reception Operators Sales 簡報前廳/接(jie)待中心銷售 Standby 備(bei)用 Draft Holding Statements 起草(cao)發言 Disseminate 傳播(bo) Yes 是 Draft QA’s 問答草(cao)稿 No 否 Yes 是 Brief Hotel Call Centre/Operator CRO / Draft Scripts 概述呼叫中心/總機(ji)危(wei)機(ji)響(xiang)應小組(zu)/草(cao)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 測

　　 Page 6

　　 PR INFORMATION CO

 　　 LLATION – COORDINATION OPERATIONS 公關信息整理(li)(li)—與運(yun)營管理(li)(li)之協調

　　 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(que)的(de)(de)(de)(de)(de)(de)問(wen)題以(yi)(yi)(yi)(yi)協助(zhu)公關(guan)代表整理有(you)關(guan)資料、修飾媒(mei)(mei)體發言，介紹酒(jiu)店發言人。 確(que)保(bao)危機反(fan)應小組(zu)在(zai)(zai)(zai)可(ke)以(yi)(yi)(yi)(yi)提供重要(yao)(yao)的(de)(de)(de)(de)(de)(de)信(xin)(xin)(xin)息(xi)(xi)可(ke)用(yong)信(xin)(xin)(xin)息(xi)(xi)之時能(neng)夠反(fan)饋到(dao)(dao)(dao)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(ge)自部門(men)的(de)(de)(de)(de)(de)(de)負責人知道您所需(xu)(xu)要(yao)(yao)的(de)(de)(de)(de)(de)(de)信(xin)(xin)(xin)息(xi)(xi)類型。說明您需(xu)(xu)要(yao)(yao)根據該等信(xin)(xin)(xin)息(xi)(xi)去有(you)效地處理與媒(mei)(mei)體的(de)(de)(de)(de)(de)(de)溝通(tong) 以(yi)(yi)(yi)(yi)確(que)保(bao)酒(jiu)店的(de)(de)(de)(de)(de)(de)聲譽和客(ke)戶的(de)(de)(de)(de)(de)(de)信(xin)(xin)(xin)任。信(xin)(xin)(xin)息(xi)(xi)需(xu)(xu)要(yao)(yao)在(zai)(zai)(zai)最后(hou)期(qi)限內準確(que)快捷(jie)地傳到(dao)(dao)(dao)至媒(mei)(mei)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(ji)住，必須建(jian)立一個信(xin)(xin)(xin)息(xi)(xi)流(liu)。您的(de)(de)(de)(de)(de)(de)同事是(shi)在(zai)(zai)(zai)危機期(qi)間非常繁忙，您必須以(yi)(yi)(yi)(yi)追逐的(de)(de)(de)(de)(de)(de)方(fang)式以(yi)(yi)(yi)(yi)期(qi)得到(dao)(dao)(dao)各(ge) 相(xiang)關(guan)人員定(ding)期(qi)給(gei)予的(de)(de)(de)(de)(de)(de)信(xin)(xin)(xin)息(xi)(xi)更新以(yi)(yi)(yi)(yi)及其他隨時間而改變的(de)(de)(de)(de)(de)(de)信(xin)(xin)(xin)息(xi)(xi)(如(ru)形(xing)勢狀況，造成的(de)(de)(de)(de)(de)(de)傷(shang)亡(wang)人數(shu)，功能(neng)設施(shi) 的(de)(de)(de)(de)(de)(de)關(guan)閉和開放/酒(jiu)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(yi)(yi)(yi)(yi)良好的(de)(de)(de)(de)(de)(de)信(xin)(xin)(xin)息(xi)(xi)武裝控制形(xing)勢。解釋(shi)說您需(xu)(xu)要(yao)(yao)得到(dao)(dao)(dao)并了解更多(duo)的(de)(de)(de)(de)(de)(de)背景信(xin)(xin)(xin)息(xi)(xi)以(yi)(yi)(yi)(yi)便(bian)能(neng)夠對公眾(zhong)做好清(qing)晰簡練的(de)(de)(de)(de)(de)(de) 解釋(shi)。在(zai)(zai)(zai)對外(wai)信(xin)(xin)(xin)息(xi)(xi)溝通(tong)之前要(yao)(yao)首先確(que)保(bao)與您的(de)(de)(de)(de)(de)(de)上級領導(dao)慎(shen)重溝通(tong)過(guo)需(xu)(xu)要(yao)(yao)公布(bu)及澄清(qing)的(de)(de)(de)(de)(de)(de)信(xin)(xin)(xin)息(xi)(xi)

　　 1. Casualties 人(ren)員(yuan)傷(shang)亡

　　 People, lives and safety are top priority 人(ren)員、生(sheng)命、安全應予首(shou)要(yao)考(kao)慮 1.1 1.2 1.3 1.4 1.5 Ascertain if there are any injuries or deaths. 弄清查明(ming)是否(fou)有任何的(de)死亡或受(shou)(shou)傷(shang)(shang)者 What is the extent and nature of injury(ies)? 上海(受(shou)(shou)傷(shang)(shang)者)的(de)性質以及范(fan)圍是什(shen)么? Get number of people involved. 事故(gu)人(ren)員名冊(ce) Have they been sent to hospital? Which hospital? 他(ta)們是否(fou)已經被送往醫(yi)院?哪(na)家(jia)? Have their family members and next-of-kin been informed? 是否(fou)已通知他(ta)們的(de)家(jia)屬和近親? 1.6 Will the hotel be sending staff to visit casualties in hospital? 酒(jiu)店是否(fou)將安排(pai)員工(gong)去醫(yi)院探訪受(shou)(shou)傷(shang)(shang)人(ren)員? 1.7 Is hotel providing other forms of assistance? (eg. in repatriation, if needed) 酒(jiu)店

　　 是否(fou)提供其他的援助(比如如有需要(yao)遣(qian)返回國)

　　 Page 7

　　 PR INFORMATION COLLATION – COORDINATION OPERATIONS 公關信息整理(li)—與運營管理(li)之協調(diao)

　　 WITH

　　 1.8

　　 Did hotel staff go out of their way to assist guests? How? 是否有(you)酒店員工樂意的(de)幫助了(le)客人?怎樣的(de)幫助?

　　 1.9

　　 Are there more people to be located? How many are still missing? 人員是否得到(dao)了最大的安置?還有多少(shao)失蹤者?

　　 1.10 What is being done to locate them? 如(ru)何進(jin)行安置人(ren)(ren)員? 1.11 How can family members get information/updates about the status of their loved ones? 如(ru)何能夠(gou)讓(rang)其(qi)家(jia)人(ren)(ren)得到不(bu)斷(duan)更新的人(ren)(ren)員現狀信(xin)息 1.12 Contact details of information sources.根據信(xin)息源(yuan)進(jin)行詳細的聯系(xi)

　　 Page 8

　　 PR INFORMATION COLLATION – COORDINATION OPERATIONS 公關(guan)信息(xi)整理—與運營(ying)管理之協調

　　 WITH

　　 2. Where Safety and Health is Concerned 關注安全與健(jian)康

　　 2.1 2.2 What will be the impact on guest safety? 什么將(jiang)會(hui)影響到客人的(de)安(an)全(quan)? What are the risks? What is the likelihood that risks will increase? 有(you)哪些(xie)風險?風險的(de)可(ke)能性會(hui)怎樣增(zeng)加? 2.3 2.4 2.5 Which areas are at risk, and which are not? 哪些(xie)區(qu)域有(you)危機(ji)(ji)隱(yin)患，哪些(xie)沒有(you)? Have risk areas been identified? 危機(ji)(ji)隱(yin)患區(qu)域是(shi)(shi)(shi)(shi)否(fou)已(yi)經被(bei)確實(shi)? Have risk areas been isolated and contained? 危機(ji)(ji)隱(yin)患區(qu)域是(shi)(shi)(shi)(shi)否(fou)已(yi)經被(bei)隔(ge)離或者被(bei)包(bao)含(han)? 2.6 2.7 What is the worst and best case scenario? 最好和(he)最壞(huai)的(de)案例場景是(shi)(shi)(shi)(shi)什么? Was negligence involved on the part of staff? Was there a failure of equipment or systems? How? 是(shi)(shi)(shi)(shi)否(fou)疏(shu)忽涉及的(de)部分工(gong)作人員(yuan)?是(shi)(shi)(shi)(shi)否(fou)有(you)故障的(de)設備或系統?如何? 2.8 What is being done to address the lapses in people, equipment or systems? 正在做什么以解(jie)決人員(yuan)、設備或系統的(de)失誤? 2.9 What precautions/safety measures can/will the hotel take? 酒店(dian)將(jiang)采取什么預(yu)防(fang)措施/安(an)全(quan)規程? 2.10 Who else is hotel working with to manage the situation? 酒店(dian)將(jiang)與誰(shui)共同進行危機(ji)(ji)控制? 2.11 What additional resources/expertise have been mobilized to manage the situation? 是(shi)(shi)(shi)(shi)否(fou)已(yi)通知到其他(ta)的(de)援助力量以協助進行形勢掌控? 2.12 What advice can hotel give to guests and staff? 什么信息是(shi)(shi)(shi)(shi)酒店(dian)給可(ke)以提供給客人以及員(yuan)工(gong)? 2.13 Has precautionary measures/advice been communicated to guests and staff? 采取的(de)預(yu)防(fang)措施/意見是(shi)(shi)(shi)(shi)否(fou)已(yi)傳達給客人和(he)雇員(yuan)?

　　 3. Property Damage 財產損失

　　 3.1 3.2 3.3 Which parts of the hotel has been damaged? 酒(jiu)店餓哪些部(bu)位被損(sun)害(hai)? How serious is it? 問題(ti)有多(duo)嚴重? Does it affect safety? 是(shi)否涉及安全(quan)問題(ti)?

　　 Page 9

　　 PR INFORMATION COLLATION – COORDINATION OPERATIONS 公關信息(xi)整(zheng)理(li)—與運營管理(li)之協(xie)調

　　 WITH

　　 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(ping)估?是政府機構、工(gong)程技術(shu)專家(jia)…..? Will hotel continue op

　　 erations or will parts of it/ all of it have to close?酒店是(shi)否將繼續營(ying)業(ye) 或者(zhe)部分區(qu)域營(ying)業(ye)/全部關(guan)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(de)地方會更大更好嗎?給客人的(de)益處將會是(shi)什么?

　　 3.8 3.9

 　　 What facilities will continue to operate as usual? 哪(na)些設施設備是(shi)可以(yi)繼續正常使用的(de)? What other measures are being taken? Eg. clean-up, etc 是(shi)否其他方面的(de)措施正在進(jin)行? 整頓…?

　　 Page 10

　　 PR INFORMATION COLLATION – COORDINATION OPERATIONS 公(gong)關(guan)信息整理(li)(li)—與(yu)運營管理(li)(li)之(zhi)協調

　　 WITH

　　 4. Impact on Business 生意沖擊(ji)

　　 4.1 4.2 Will hotel continue to operate as usual? Why? 酒(jiu)(jiu)店(dian)(dian)是否(fou)繼續(xu)正(zheng)常運營?為(wei)什(shen)么? Will hotel be staging remarketing activities to attract more traffic to the hotel? 酒(jiu)(jiu)店(dian)(dian)是否(fou)將分段(duan)重新調整營銷策略以吸(xi)引(yin)更多生意流量(liang)? 4.3 4.4 Will hotel be launching promotions?酒(jiu)(jiu)店(dian)(dian)是否(fou)推(tui)出促(cu)銷活動? How does hotel feel about the situation, going forward? 如何感(gan)知(zhi)酒(jiu)(jiu)店(dian)(dian)形(xing)勢，繼續(xu)向前(qian)(qian)邁進(jin)? 4.5 What does hotel have to say to guests, owners and the public? 酒(jiu)(jiu)店(dian)(dian)該如何向客人(ren)、業主以及公眾(zhong)作(zuo)出解釋? 4.6 Are additional staff being sent from sister hotels to bridge the current situation? 是否(fou)有(you)兄(xiong)弟(di)酒(jiu)(jiu)店(dian)(dian)援助(zhu)力量(liang)來(lai)(lai)彌補當前(qian)(qian)形(xing)勢? 4.7 4.8 4.9 Where from and how many? 從哪里(li)來(lai)(lai)，有(you)多少(shao)? Will hotel be able to uphold normal service levels during the situation? To what level? By when?酒(jiu)(jiu)店(dian)(dian)能(neng)否(fou)在危機形(xing)勢下維持正(zheng)常服(fu)務水(shui)準?到(dao)什(shen)么程(cheng)度?何時? Is there a need to channel guests to sister / other hotels in the vicinity? Which ones? 是否(fou)有(you)必要疏散酒(jiu)(jiu)店(dian)(dian)客人(ren)到(dao)兄(xiong)弟(di)酒(jiu)(jiu)店(dian)(dian)或者(zhe)鄰近酒(jiu)(jiu)店(dian)(dian)?哪一些(xie)? 4.10 Have call centres/reservations, etc been informed?電話預(yu)訂中心/接待處等是否(fou)被告(gao)知(zhi)?

　　 5. Crime/Political Unrest/Terrorism 犯罪/政(zheng)治動亂/

　　 5.1 5.2 What has hotel done to step up security? 酒店所采取的(de)(de)安保(bao)措(cuo)施(shi)? Is hotel working with authorities to deal with situation? Which ones? 是否與官方權利機(ji)(ji)構協作處理(li)危機(ji)(ji)?哪(na)一些? 5.3 5.4 5.5 Is there a risk of recurrence? Why?有無危機(ji)(ji)復發(fa)的(de)(de)風險?為什(shen)么? What is being done to address the situation?采取了什(shen)么措(cuo)施(shi)來(lai)處理(li)這些情況? What assurances can hotel give to guests and the public? 酒店能夠(gou)為客(ke)(ke)人(ren)(ren)以及公眾提供(gong)的(de)(de)保(bao)障有哪(na)些? 5.6 What is the general advice/precautionary measures would hotel give to guests and public? 酒店能夠(gou)為客(ke)(ke)人(ren)(ren)以及公眾承(cheng)諾的(de)(de)總體意見/防范措(cuo)施(shi)有哪(na)些?

　　 Page 11

　　 PR INFORMATION COLLATION – COORDINATION OPERATIONS 公關信息整理—與運(yun)營管理之協(xie)調

　　 WITH

　　 5.7

　　 Any good track record of community relations that can be cited (for political unrest) 有(you)哪些良(liang)好(hao)的公共(gong)關系報道能(neng)夠被引用(關于政治(zhi)暴動)

　　 Page 12

　　 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(ti)作(zuo)為你的(de)盟友而不(bu)是敵人;要以專業的(de)素養以及合情合理的(de)職責對待他 們(men) 2. Cooperate with the media. Don?t show reluctance or hesitance to work with them 與媒體(ti)合作(zuo)。合作(zuo)中不(bu)要顯示出不(bu)愿意(yi)或猶豫不(bu)決的(de)態度

　　 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(yun)許未經授(shou)權的(de)發言人向媒(mei)(mei)體發布言論。嚴格控制(zhi)確保僅企業(ye)授(shou)權的(de)發言人向媒(mei)(mei)體發言。 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(jie)紹并與記者交(jiao)換(huan)名(ming)片和手(shou)機電線. Do the interview sooner rather than later. Start with a statement of sympathy 采訪需盡早安排。以(yi)(yi)同情(心)作(zuo)為聲明開始的(de)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(fei)(fei)現(xian)場有確認的(de)受害者，在被允(yun)許的(de)情況下，可以(yi)(yi)帶媒(mei)(mei)體到達(da)現(xian)場。選(xuan)擇一個(ge)針對危機采取了 積極有效處理措施的(de)場所(suo)。不要表(biao)現(xian)出刻意隱瞞(man)或阻止媒(mei)(mei)體拍照(zhao)以(yi)(yi)防引(yin)發他們的(de)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(guo)緊急(ji)場所(suo)禁(jin)止非(fei)(fei)授(shou)權個(ge)人進入，陪同記者至(zhi)對采訪更為有利的(de)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

　　 Page 13

　　 WHAT TO DO WHEN THE MEDIA TURNS UP 媒體應對(dui)

　　 如果記(ji)者(zhe)攝影(ying)記(ji)者(zhe)要(yao)求參觀(guan)緊急場(chang)(chang)所，以沉穩禮(li)貌的(de)態(tai)度(du)告知他們(men)考慮到安全(quan)問(wen)題該區域禁止 任何非授權人員(yuan)進入 9. Stay calm and positive. Show you?re in control of both the situation and the interview 保持冷(leng)靜積極的(de)態(tai)度(du)。表(biao)現出對當前局勢(shi)以及采訪的(de)控制(zhi)力(li)度(du) 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(chang)(chang)無法提(ti)供記(ji)者(zhe)細節信息，請告知對方您(nin)得知信息后會以最快的(de)速度(du)告知

　　 Page 14

　　 MANAGING PRESS CONFERENCE 組織新聞發(fa)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(yi)旦(dan)決(jue)定舉行新聞發布會，不論是(shi)在事(shi)發

　　 地點或者異地(根據(ju)形勢(shi)靈活決定)請(qing)使用以下指南(nan)以便于組(zu) 織和(he)管理會議流程，記錄(lu)好跟進措施。

　　 When do you hold a Press Conference? 何時舉(ju)行新聞發布(bu)會?

　　 You have an important announcement, news update to make/something positive to say 必(bi)須有最新的(de)積極的(de)消息以確保發布重要通(tong)(tong)告 You need to reach your target audiences in the quickest possible way 必(bi)須以可(ke)行且快(kuai)捷的(de)方式(shi)通(tong)(tong)知到目(mu)標(biao)聽眾 You cannot communicate effectively any other way 無其他有效方式(shi)進(jin)行溝通(tong)(tong)

 　　 Pre-Press Conference Checklist記(ji)者(zhe)招待(dai)會(hui)(hui)會(hui)(hui)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(zhun)備(bei)宣傳資料，檢(jian)查(cha)內(nei)容：新(xin)聞(wen)稿、情況說(shuo)明書、問/答(da)(您需(xu)準(zhun)備(bei)兩套(tao)問/答(da)----一份用于新(xin)聞(wen)媒 體，另一份供(gong)內(nei)部/雇(gu)員使(shi)用) Prepare press statement for spokesperson 準(zhun)備(bei)發(fa)言人(ren)向新(xin)聞(wen)界發(fa)表的聲明稿 Check the Physical Set-up 檢(jian)查(cha)硬件設(she)(she)置 Prepare the Public Address system 準(zhun)備(bei)發(fa)言系統 Prepare Audio-Visual equipment 準(zhun)備(bei)視聽(ting)設(she)(she)備(bei) Check website, telephone facsimile facilities. IT team on stand-by to assist with technical matters 檢(jian)查(cha)網站(zhan)，電話和傳真設(she)(she)施。 IT 團隊待命(ming)，協助技術問題

　　 Page 15

　　 MANAGING PRESS CONFERENCE 組織(zhi)新聞發布會

　　 Brief the Spokesperson and accompanying panel members (e.g. technical advisor, if any) 向發言人以及陪同小組成員做簡單介紹(比如(ru)技術顧問(wen)，如(ru)果(guo)有(you)的話) Dry-run. Test equipment. Walk through the agenda 測(ce)試設備。流程演練。

　　 Media Attendance List. Prepare Name Tags for confirmed journalists 媒體參會(hui)名(ming)單，為(wei)確(que)(que)認到會(hui)的記(ji)者準備好姓名(ming)標簽。 Draw up a contact list of key personnel involved. Specify roles duties 起草一份(fen)參與會(hui)議(yi)關(guan)鍵人員(yuan)聯系名(ming)單,明確(que)(que)分工。

　　 Update the management team on the outcome 向(xiang)管(guan)理團(tuan)隊匯報(bao)最(zui)新(xin)結果

　　 Page 16

　　 MANAGING PRESS CONFERENCE 組織(zhi)新聞發布(bu)會

　　 Press Conference Tips: 新聞發布(bu)會提(ti)示(shi)

　　 Onsite 現場工作(zuo) 1. Ensure location is accessible, room or venue is well equipped and away from the emergency site 確保地點(dian)易于到(dao)達(da)，房間(jian)以及場地布(bu)置良好(hao)并(bing)遠(yuan)離事發地點(dian) 2. Spokesperson gives media brief overview of current status of crisis 發言(yan)人將給媒體做事件(jian)簡(jian)要(yao)陳述(shu) 3. Have a moderator or MC to manage the press conference and channel questions (if possible) 請(qing)會(hui)(hui)議主持組織新聞(wen)發布(bu)會(hui)(hui)以及問(wen)題(ti)(ti)溝通(如有必要(yao)) 4. Remember to put public?s interest before the company?s interest 謹記將公眾利益放(fang)在企業利益之前 5. Stay focused on relevant serious issues. Deflect speculative or sensational questions 關注(zhu)于相關且嚴肅的議題(ti)(ti)，避免(mian)推(tui)測性且聳人聽聞(wen)的問(wen)題(ti)(ti) 6. Deal with interruptions firmly and politely 冷(leng)靜禮貌的處(chu)理(li)被打

　　 斷的(de)情況 7. Repeat important key messages, highlighting steps taken/that will be taken 重(zhong)復重(zhong)要(yao)關鍵信(xin) 息，突出已采取的(de)措施/將采取的(de)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、政(zheng)府機(ji)構或民(min)事當(dang)局所(suo)給(gei)予的(de)評(ping)論，問(wen)題(ti)以及(ji)反應。跟蹤發言人在新聞媒體發 布會上無(wu)法回(hui)答的(de)問(wen)題(ti)。 Offsite 非(fei)現(xian)場其它工(gong)作 All the above points 1-8 plus:上述 1-8 點內容(rong)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(wu)被通知(zhi)到(dao)時(shi)間以及(ji)地點并能準(zhun)時(shi)到(dao)達 2. Bring needed equipment and supplies (if not available at conference site)

　　 Page 17

　　 MANAGING PRESS CONFERENCE 組織(zhi)新聞發布(bu)會

　　 攜帶所(suo)需(xu)之(zhi)設(she)(she)施設(she)(she)備(如(ru)果(guo)會議(yi)地(di)無法提(ti)供) 3. Decide if hospitality room needed for VIP or government official 決定是否為(wei)(wei)重要客人或政(zheng)府官(guan)員提(ti)供食宿接待 4. Set up a space or waiting room for journalists crew; especially TV crew. 為(wei)(wei)新聞記(ji)者工作人員，尤其(qi)是電視工作者提(ti)供休(xiu)息室(shi)

　　 During the Press Conference 新聞發布會

　　 1. PR Assistant marks attendance list as media arrives; hands each journalist a Press Kit 公(gong)關(guan)助理簽到(dao)(dao)媒體(ti)到(dao)(dao)達人員，每(mei)位簽到(dao)(dao)記者(zhe)分(fen)發(fa)宣傳資(zi)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(gong)關(guan)代表人作(zuo)為司儀向媒體(ti)致歡迎詞并(bing)(bing)介紹發(fa)言人，媒體(ti)發(fa)布會時間大體(ti)持續(xu)時間，并(bing)(bing)指出供發(fa) 言人回答問題的(de)時間限(xian)制(zhi)。 3. Inform media if individual interviews will be granted after the conference 通知(zhi)媒體(ti)會后進行單(dan)獨準許(xu)的(de)單(dan)獨采訪(fang)

　　 How to End the Press Conference 如何結束新聞發(fa)布會(hui)

　　 1. Prepare journalists for question cut-off in the last 5 minutes. Specify how many more questions will be taken 以(yi)媒(mei)體發(fa)布會(hui)(hui)(hui)結束(shu)前五(wu)分(fen)鐘告知(zhi)記者(zhe)還能提問的次數。 2. Round off the Press Conference politely 以(yi)禮(li)貌的態(tai)度圓滿結束(shu)新聞發(fa)布會(hui)(hui)(hui) 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(yi)說：由于我(wo)們(men)(men)需要(yao)去做事件處理，很(hen)遺憾由于時間有限，媒(mei)體接待會(hui)(hui)(hui)到此結束(shu)，如有其他 補(bu)充(chong)信(xin)息我(wo)們(men)(men)會(hui)(hui)(hui)作(zuo)進一步的發(fa)布聲(sheng)明。感謝(xie)各位的到場。 3. Make a graceful exit by the rear or side door decisively

　　 Page 18

　　 MANAGING PRESS CONFERENCE 組織新(xin)聞發布會

　　 在發布會現(xian)場側(ce)門布置(zhi)好出口并果斷退出 Repeat if needed: Thank you once again for your time.

　　 如有需(xu)要請重復(fu)：再(zai)次(ci)感(gan)謝大家

　　 的光臨

 　　 After the Press Conference 新聞(wen)媒體發布會(hui)后

　　 1. Email or hand deliver a Press Kit to any journalist unable to attend 將新(xin)聞發(fa)布(bu)會(hui)宣傳資料以(yi)郵遞或電子郵件的形(xing)式送達未能參加的媒(mei)體(ti)。 2. Fulfill all promises for additional materials or responses to unanswered queries within deadline 對未作(zuo)答(da)復的疑問(wen)要(yao)履行(xing)承(cheng)諾，在(zai)最后期限內對給予額外的信息提(ti)(ti)供或答(da)復 3. 4. Update media as situation develops 根(gen)(gen)據(ju)形(xing)勢發(fa)展(zhan)向媒(mei)體(ti)提(ti)(ti)供信息更新(xin) Upload press releases and key information onto your website 在(zai)網頁上傳新(xin)聞報(bao)道以(yi)及(ji)關鍵信息 5. Review all media coverage and editorials, correcting inaccuracies if any 檢查所有媒(mei)體(ti)報(bao)道以(yi)及(ji)社論，如(ru)有錯誤請予更正 6. Keep a record of unanswered questions which may present an issue 對未作(zuo)回答(da)的問(wen)題做好記錄，這(zhe)可能會(hui)作(zuo)為一個(ge)議題 7. 8. Update media as situation develops 根(gen)(gen)據(ju)形(xing)勢發(fa)展(zhan)更新(xin)媒(mei)體(ti)信息 Conduct a debrief 進行(xing)簡報(bao)

　　 Page 19

　　 GUIDELINES FOR SPOKESPERSON 發言(yan)人須知

　　 Do’s and Don’ts for handling Media Interviews 媒體采訪時該做和(he)不該做的

　　 Do’s 該(gai)做(zuo)的(de) ? ? ? ? ? ? ? ? ? ? ? Always remain calm, polite positive. Keep your cool and composure 任何時(shi)候(hou)都(dou)要沉著(zhu)、冷靜、有禮貌(mao)和何保持 積極樂觀(guan)的(de)態度(du)。 Listen to the interviewer and respond accordingly 仔(zi)細傾聽(ting)采訪者的(de)提(ti)問(wen)并認(ren)真解(jie)答(da)。 Find out exactly what the media wants to know – get the exact wording of media questions or allegations 找出(chu)媒體真正需(xu)要的(de)核心(xin)信息，獲取(qu)提(ti)問(wen)者 核心(xin)結論 Answer only the questions asked; respond to one question at a time 只回答(da)提(ti)問(wen)的(de)問(wen)題(ti); 一(yi)問(wen)一(yi)答(da) Make the media your ally by showing your eagerness to resolve key issues 通過表達解(jie)決(jue)問(wen)題(ti)的(de)急切(qie)(qie)決(jue)心(xin)以博得媒體的(de) 支持 ? ? ? ? ? Don’ts 不該(gai)做(zuo)的(de) Never lose your temper, do not show fear or hysteria 切(qie)(qie)忌失態，或者表現出(chu)恐懼(ju)和歇斯底里。 Don?t lose your cool, or use industry jargon or slang 切(qie)(qie)忌不冷靜的(de)態度(du)或用酒店(dian)業行話或俚語回 答(da)。 Don?t skirt the issue or accusation 切(qie)(qie)忌打擦邊球、模(mo)棱兩(liang)可的(de)回答(da)

　　 Don?t tell reporters more than they need to know. Don?t release the story in bits and pieces 切忌向提問(wen)者提供問(wen)題之外(wai)的(de)(de)信息(xi)(xi)。 切忌只言片(pian)語(yu)的(de)(de)回(hui)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(wen)題大事化小。這是不(bu)誠(cheng)信和(he)不(bu)正(zheng)確 的(de)(de)。將會給公司給外(wai)界以信息(xi)(xi)不(bu)通的(de)(de)不(bu)良(liang)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(bu)要責(ze)備某人(ren)或某事 Don?t respond to humour, innuendo or information you?re not aware of 對有幽默(mo)、諷刺意(yi)圖的(de)(de)提問(wen)和(he)自己不(bu)了解的(de)(de) 信息(xi)(xi)不(bu)要作出(chu)回(hui)應 Never answer a quest

　　 ion you don?t understand or have not heard completely. Ask them to repeat the question 對(dui)于不(bu)了解或不(bu)完全之情的問(wen)題(ti)不(bu)予回答。 讓提(ti)問(wen)者(zhe)重復此問(wen)題(ti)。 Don?t repeat negative words, phrases or

　　 Treat hostile questioners as sincere, but misinformed 對(dui)于不懷好意的(de)提問者(zhe)也要視做真誠的(de)，只 是未得到(dao)正(zheng)確的(de)信息。 Respond quickly to correct inaccuracies before it becomes a matter of record 對(dui)于不實報道要在(zai)其尚未擴大(da)以前(qian)(qian)予以糾正(zheng) Tell the journalist you will revert with facts later if you don?t have the information at hand 告(gao)知記者(zhe)對(dui)于當前(qian)(qian)未掌握的(de)信息將隨后(hou)盡快 發布 Present key points first and repeat them

　　 Page 20

　　 GUIDELINES FOR SPOKESPERSON 發言人須(xu)知

　　 often. Be brief 先陳述事(shi)情的(de)要點再一(yi)一(yi)重復。簡而(er)言之。 Demonstrate concern for guests, employees their families 表示對(dui)客人(ren)(ren)、雇員以(yi)及他(ta)們家庭的(de)關(guan)切(qie)。 Stay positive and show you?re in control of both the situation and the interview 保持積極的(de)態(tai)度，表現(xian)出對(dui)事(shi)態(tai)及訪談的(de)掌 控 Be proactive – give the right facts before they suggest the wrong ones 具有主動性-在(zai)不實信息出現(xian)前(qian)發布(bu)準確的(de)信 息 Consult the Regional Managing Director before commenting on sensitive company issues 在(zai)回(hui)答公司(si)比較(jiao)敏(min)感的(de)問(wen)題時(shi)提前(qian)咨(zi)詢區域 運營總監 Finish the interview politely, then leave the journalist with the clear impression you?re the authorised spokesperson 禮貌地結束訪問(wen)然(ran)后離開。要使記(ji)者(zhe)意識到 自己是單位(wei)合法授權發言人(ren)(ren)。

　　 questions (use „died? instead of „killed?) 切(qie)忌(ji)(ji)重復使用消極的語句(ju)和問題(用死 亡(wang)而不(bu)是被殺) Don?t be insensitive to feelings of victims, staff and public 切(qie)忌(ji)(ji)表現出對(dui)死難者、員工以(yi)及(ji)公(gong)眾(zhong)的漠不(bu) 關(guan)心 Never speculate on what caused an emergency ; cost of damage; when normal operations will resume, etc 切(qie)忌(ji)(ji)擅自猜測(ce)事(shi)故的起因(yin);事(shi)故造(zao)成(cheng)的損 失;以(yi)及(ji)何時重新運營(ying)等(deng) Never say No Comment. Don?t be evasive in your answers 切(qie)忌(ji)(ji)回避(bi)問題。切(qie)忌(ji)(ji)無可奉(feng)告等(deng)回答。 Do not offer personal opinions. Don?t be drawn into extensive discussion of what has occurred 切(qie)忌(ji)(ji)闡述個人看法(fa)。不(bu)要將自己陷入泛(fan)(fan)泛(fan)(fan)討 論(lun)中去(qu)。 Don?t end the interview abruptly and appear to be in a rush 切(qie)忌(ji)(ji)突(tu)然或匆忙地結束(shu)訪(fang)問。

　　 Page 21

　　 MEDIA CALL SCREENING 媒體來電(dian)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(lai)自(zi)媒體(ti)的電話，以(yi)幫助公關(guan)代表決定哪些電話可以(yi)直接接聽、或通過

　　 專門的技術人才(cai)直接 轉給(gei)其(qi)他適(shi)當的同事。這也有(you)(you)助于來電管理并有(you)(you)效防(fang)止(zhi)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(chu)版物名稱(cheng)或者電臺名稱(cheng)

　　 2.

　　 Identify the reason for the call, interest and scope of the story

　　 辨(bian)析來電原因，意圖以及欲采(cai)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(ting)者非恰當的(de)回答者，立即安排由(you)合適的(de)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(cai)訪(fang)者你(ni)的回答是否正在被錄(lu)音(針(zhen)對電臺采(cai)訪(fang))

　　 5.

　　 If interview is taped directly, clarify questions with the journalist before replying

　　 如采訪被錄音，在(zai)回答前向記者確認問題(ti)。

　　 6.

　　 If possible, ask for a written list of questions via fax or email

　　 如可能，讓記(ji)者通(tong)過郵(you)箱(xiang)或(huo)傳真將問題的書面清單發來。

　　 7.

　　 Find out when the deadline is and revert as soon as possible

　　 了解最后期限并盡快回復。

　　 Page 22

　　 MEDIA CALL SCREENING 媒體來(lai)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。

　　 Page 23

　　 CLEARANCE PROCESS FOR MEDIA RELEASES 媒體發布(bu)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(suo)有(you)的(de)新(xin)聞稿在公布于眾(zhong)之前必須經(jing)過部(bu)門總監/總經(jing)理和銀座旅游(you)集團高星級酒店運(yun)營本部(bu)

　　 的(de)最(zui)后批準。確保在新聞稿涵蓋了(le)核心所(suo)有(you)內容。 1 PR Manager drafts Press Release with factual input from relevant departments

　　 公(gong)關經理收集(ji)來自(zi)各(ge)部(bu)門(men)信息(xi)擬出初稿。

　　 2

　　 Press Release is routed to key hotel executives for approval:

　　 新(xin)聞稿需經以下批(pi)準程序

　　 i)

　　 Department Heads: Sales Marketing, Human Resources, Director of Finance, where applicable

　　 部門總監：市場營銷部門，人力資(zi)源部，財務總監，涉及到(dao)的(de)其他部門

　　 ii)

　　 General Manager

　　 酒店(dian)總(zong)經理

　　 iii)

　　 Inzone Tourism Company High Star Hotel Administration Dept

　　 銀座(zuo)旅游(you)集(ji)團高星級酒店運營本部(bu)

　　 3

 　　 Amendments, if any, are made. Then, the PR Manager proceeds to disseminate the release. Keep record of dissemination list

　　 Page 24

　　 CLEARANCE PROCESS FOR MEDIA RELEASES 媒體發布程序

　　 如有(you)問題及時(shi)修正(zheng)。然后公關經理向外部發(fa)布(bu)信(xin)息。保存(cun)好發(fa)布(bu)信(xin)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(jiu)店(dian)(dian)的公關(guan)經(jing)理密(mi)切關(guan)注酒(jiu)店(dian)(dian)信息在外(wai)界媒體的發(fa)布情(qing)況并及時向酒(jiu)店(dian)(dian)總經(jing)理和(he)銀座旅游集團(tuan)高 星級酒(jiu)店(dian)(dian)運營本部匯(hui)報。

　　 Page 25

　　 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(wei)機(ji)開始時，面客(ke)的(de)(de)(de)員工可能(neng)會面臨一些來(lai)自(zi)公(gong)(gong)司(si)客(ke)戶、客(ke)人及(ji)商務(wu)合作伙伴的(de)(de)(de)有挑戰性的(de)(de)(de)問題。以 下(xia)將為(wei)危(wei)機(ji)中的(de)(de)(de)此類來(lai)電提供指導(dao)。一個恰當且包含充足信(xin)息的(de)(de)(de)回(hui)答將會避免事(shi)實(shi)的(de)(de)(de)曲(qu)解。專業(ye)的(de)(de)(de)去接 聽電話(hua)將會提升(sheng)酒(jiu)店的(de)(de)(de)聲譽以及(ji)酒(jiu)店與(yu)股(gu)票持有者之(zhi)間的(de)(de)(de)關系。確(que)保在(zai)任何信(xin)息發(fa)至各(ge)部門前向總經理(li) (公(gong)(gong)司(si)關系部和公(gong)(gong)關部，如需要(yao))澄(cheng)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(xia)情(qing)況(kuang)和信(xin)息僅為(wei)實(shi)例(li)，具(ju)體(ti)情(qing)況(kuang)將根據實(shi)際情(qing)況(kuang)有所變(bian)化

　　 Scenarios

　　 場景

　　 a)

　　 b) c) d) e) f) Fire/explosions/ Injuries

　　 火情(qing)/爆炸/傷情(qing)

　　 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(xie)

　　 Epidemic/Infectious Disease

　　 傳染病

　　 Telephone Department/Front Desk Reception – Duty Manager 總機/前臺(tai)接待---值(zhi)班經理

　　 Thank you for calling . Good morning/afternoon/evening, can I help you? 感謝致電某(mou)某(mou)酒店。你好，請問有什(shen)么可以幫(bang)您(nin)? [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(zhe)正在詢問時間/危機的(de)情況。先生/女士，您(nin)好!您(nin)問您(nin)的(de)名字和公司名是? Just a moment please, let me direct your call to the Public Relations Department.

　　 請稍等(deng)，我將為您轉接酒店公關(guan)部。

　　 Page 26

　　 CALL CHANNELING 來電渠(qu)道

　　 Telephone Operator connects call to PR department quickly briefs the PR Manager or PR Assistant/Secretary on nature of the call. 總機(ji)將電話接通至酒店公(gong)(gong)關部并簡要的向(xiang)公(gong)(gong)關經理或者(zhe)助理告(gao)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(de)客人通過信(xin)息網(wang)、媒(mei)體、網(wang)絡(luo)、博客、郵件、短信(xin)等方式獲知酒店(dian)發生的(de)事件。 Thank you for choosing

　　 l>. We wish to re-confirm your reservation for booked under your forIN OUT .

　　 感謝(xie)您(nin)選擇(ze)入住某(mou)(mou)某(mou)(mou)酒(jiu)店。我們向您(nin)再次(ci)確認您(nin)的(de)預定信息。您(nin)以某(mou)(mou)某(mou)(mou)公司某(mou)(mou)某(mou)(mou)人(ren)預定的(de)某(mou)(mou)某(mou)(mou)房將于 某(mou)(mou)天(tian)入住某(mou)(mou)天(tian)離開。

　　 < a fire > 火情(qing) < an explosion >;爆炸(zha) 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(qing)已(yi)(yi)被控制。無人員(yuan)傷亡/傷者已(yi)(yi)經入院。起火原因正在(zai)調查中。酒(jiu)店已(yi)(yi)

　　 a.

　　 恢復(fu)正常營業。我們熱情(qing)歡迎貴司(si)客(ke)人(ren)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(du) 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(you)一起(qi)食物(wu)中毒事件(jian)發生，然而這只是個(ge)例。酒店(dian)現在(zai)正配合衛生部門(men)調 查起(qi)因(yin)。

　　 Do not admit any legal liability! 不要承擔任何法律責任! c. < water contamination >水污染(ran) The incident has been brought under control. It’s an isolated case.事(shi)件已經(jing)得(de)到控制，這只是個例。 In-house guests: The affected guest(s) have received immediate

　　 Page 27

　　 CALL CHANNELING 來(lai)電渠道

　　 medical care from our company doctor and are under close observation. 住店客人(ren)(ren)：酒(jiu)店醫(yi)(yi)生(sheng)已經給受水污染影(ying)響的(de)(de)客人(ren)(ren)進行醫(yi)(yi)療(liao)治療(liao)，并在進 行醫(yi)(yi)學(xue)觀(guan)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(ren)(ren)/本地餐廳客人(ren)(ren)： 我(wo)們(men)已接到受影(ying)響客人(ren)(ren)的(de)(de)通知。酒(jiu)店正在 配(pei)合衛(wei)生(sheng)部(bu)門做調查。我(wo)們(men)將密切(qie)關注入(ru)院(yuan)客人(ren)(ren)的(de)(de)情況。我(wo)們(men)的(de)(de)員工 也已前往(wang)醫(yi)(yi)院(yuan)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(jiu)店(dian)現正常營業。我們已經采(cai)取及時措施，為客人提供瓶裝礦泉(quan)水 工供飲(yin)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(wei)脅(xie)為惡(e)作劇。警察正在調查此(ci)事。我們(men)加強了(le)酒(jiu)店的安全警 戒措(cuo)施，確保酒(jiu)店客(ke)人(ren)的安全和酒(jiu)店的正常(chang)運營。

　　 e. < rape >強(qiang)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(jing)察正在調查此(ci)事(shi)。我們加強了酒(jiu)(jiu)店(dian)(dian)的安全警(jing)戒措施，確(que)保酒(jiu)(jiu)店(dian)(dian)客人 的安全和(he)酒(jiu)(jiu)店(dian)(dian)的正常經營

　　 f. < political unrest >政治動亂(luan) 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(jiu)店(dian)與此次政(zheng)治動亂無關，它沒(mei)有影響到(dao)酒(jiu)店(dian)的正(zheng)常運(yun)營(ying)。酒(jiu)店(dian)管理 層再次申(shen)明客人(ren)安全是(shi)最重要的。酒(jiu)店(dian)正(zheng)常運(yun)營(ying)。

　　 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(wo)們已經采取了預防措施并密切關注(zhu)疫情進展以確(que)保(bao)客人的安全。我(wo)們 的客人和(he)員工(gong)均密切關注(zhu)癥狀和(he)采取適當的措施。我(wo)們也緊密配合衛 生(sheng)部門做好(hao)疫情的監測工(gong)作。

　　 Page 28

　　 CALL CHANNELING 來電渠(qu)道

　　 Loyalty Guests /Corporate companies/ Travel Agents wishing to book enquiring via telephone/email if hotel is safe 忠誠客戶/公(gong)司客戶/旅(lv)行社通過預(yu)定電話郵件等詢問酒店(dian)是否(fou)安全

　　 Fire/explosion, Bomb Threat, Food Poisoning/Water Contamination, Rape/Injury/Epidemic 火情 爆炸 炸彈威脅(xie) 食物中毒 水污染(ran) 搶劫 受傷 傳染(ran)病 The incident is an isolated case.

　　 此次(ci)事件(jian)只是(shi)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(ren)員傷(shang)亡/傷(shang)者已及時送往醫院接受救治且傷(shang)情穩定

　　 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(ying)響的(de)(de)客人已(yi)接(jie)受治療且病情(qing)穩定。情(qing)況已(yi)經得到控(kong)制(zhi)。我們將進一(yi)步采取(qu)安(an)全措施。酒店目(mu)前的(de)(de) 安(an)全的(de)(de)，已(yi)恢復正常營業。

　　 Political Unrest 政治動(dong)亂(luan) 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(jiu)店與此(ci)次(ci)(ci)政治動(dong)亂無關，它(ta)沒有影響(xiang)到酒(jiu)店的(de)正常(chang)運(yun)(yun)營。酒(jiu)店管(guan)理層再次(ci)(ci)申明客(ke)人(ren)安全是最重要 的(de)。酒(jiu)店正常(chang)運(yun)(yun)營。

　　 Page 29

　　 HOLDING STATEMENTS AND QAs 發布聲(sheng)明及(ji)問(wen)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(you)聲(sheng)明(ming)必(bi)需屬實，如(ru)(ru)有(you)需要(yao)，可以(yi)按經危(wei)機處(chu)理小組指揮者預先核準確(que)認準備(bei)的(de)形式(shi) 散布給媒體(ti)。預先確(que)認的(de)聲(sheng)明(ming)模擬(ni)場景如(ru)(ru)下。你(ni)需要(yao)填寫必(bi)要(yao)的(de)細節(jie)部分,并做相應調 整。 Fire/Explosion (Gold Crisis Level) 火(huo)災/爆炸(黃金危(wei)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(jiu)(jiu)(jiu)店的名字) 承認(ren)在_______ 日期(qi)/時間發(fa)生火災/爆炸。我(wo)們(men)非常關心事(shi)件的 發(fa)展，更為關心的是(shi)我(wo)們(men)的客人(ren)和(he)員工(gong)的安全。酒(jiu)(jiu)(jiu)店正(zheng)緊(jin)密配合(he)消防(fang)/民防(fang)/當局(ju)在現場控制局(ju)面。傷員已(yi) 被送往醫(yi)院,我(wo)們(men)的工(gong)作人(ren)員正(zheng)在努力與他們(men)的家人(ren)取得聯系。酒(jiu)(jiu)(jiu)店正(zheng)在與當局(ju)合(he)作調(diao)查(cha)火災/爆炸的原 因。 The above is attributable to a hotel spokesperson. 以上(shang)由酒(jiu)(jiu)(jiu)店發(fa)言人(ren)陳(chen)述。

　　 Minor Injury to Staff or Guests (Bronze Crisis Level) 員工(gong)或(huo)客人輕傷(shang)(青(qing)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(jiu)店(dian)名(ming)稱)有輕傷(shang)(shang)客(ke)人/員(yuan)工的(de)情況(kuang)。傷(shang)(shang)員(yuan)已被送(song)去(qu)醫院(yuan)體(ti)檢,他(ta)們的(de)傷(shang)(shang)勢已經(jing)被確 定為輕傷(shang)(shang)。同(tong)時(shi),酒(jiu)店(dian)員(yuan)工將去(qu)醫院(yuan)探望客(ke)人。我們都很(hen)關心這(zhe)件(jian)事同(tong)時(shi)客(ke)人的(de)健(jian)康(kang)對我們來說(shuo)是最(zui)重要 的(de)。酒(jiu)店(dian)目(mu)前正在(zai)調查這(zhe)件(jian)事以防止今后類似事件(jian)的(de)發生。

　　 Page 30

　　 HOLDING STATEMENTS AND QAs 發布(bu)聲明及問答

　　 The above is attributable to a hotel spokesperson. 以上由酒店發言人陳述。

　　 Question Answer 問題和(he)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(zuo)出(chu)符合(he)(he)實際情況的(de)(de)回應。正(zheng)面主(zhu)動地(di)，預期媒體的(de)(de)疑問并準備合(he)(he)適的(de)(de)回答。這將(jiang) 提高公關部在面對(dui)危機(ji)壓(ya)力(li)時的(de)(de)信心。以下內(nei)容作(zuo)為指導(dao)，請根據事件的(de)(de)特殊需求做(zuo)出(chu)適當的(de)(de)調整。 Q1 Has there been an explosion? What is the cause? 有過爆(bao)炸嗎?是什么(me)原因引(yin)起的(de)(de)呢(ni)? 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(de)(de)，是發生過爆(bao)炸。目前(qian)就這一點我們(men)還不知(zhi)道原因。爆(bao)炸地(di)點已(yi)封閉(bi)進行(xing)安全維(wei)護(hu)。調查正(zheng)在 進行(xing)中。酒店正(zheng)配合(he)(he)當局控制(zhi)局面。

　　 Q2

　　 Is the hotel badly damaged? Did anybody get hurt? 酒店是(shi)不是(shi)受(shou)到(dao)了嚴重的毀壞?有沒有人(ren)受(shou)傷(shang)?

　　 A

 　　 Answer depending on extent of damage. If damage not extensive and nobody got hurt:

　　 根據受損失程度(du)進行回答。如果損壞并(bing)不嚴重(zhong)并(bing)且沒有人(ren)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(huai)的只是很小(xiao)的一個(ge)區域(yu)。該地區已被封(feng)鎖。沒有人受傷。 If damage is extensive and there are injuries:

　　 如果損壞范圍(wei)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(de)名稱)受到(dao)________ (描述(shu))損(sun)壞，現已被(bei)封鎖。有幾人受傷現已被(bei)送至(zhi)醫(yi) 院(yuan)。我(wo)們(men)正在盡力的(de)通知他(ta)們(men)的(de)家(jia)人。我(wo)們(men)的(de)員工將會去醫(yi)院(yuan)探訪(fang)他(ta)們(men)。

　　 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(dian)訂(ding)房安(an)全嗎(ma)?是否需要取消預訂(ding)?

　　 Page 31

　　 HOLDING STATEMENTS AND QAs 發布聲明及問答

　　 A

　　 If explosion not serious: 如果爆炸不(bu)嚴(yan)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(shi)(shi)的(de)，是(shi)(shi)安全的(de)。這只(zhi)是(shi)(shi)一個小事(shi)件(jian)。請繼(ji)續(xu)在我(wo)們(men)(men)酒店(dian)訂房。我(wo)們(men)(men)向(xiang)您 保(bao)證客(ke)人(ren)的(de)安全對(dui)于我(wo)們(men)(men) 來說(shuo)是(shi)(shi)最重要的(de)。 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(yan)重,但僅(jin)限于少量(liang)人(ren)數的(de)交(jiao)通領域(yu)如停車場、網(wang)球(qiu)場，酒店(dian)仍然(ran)運作(zuo)同時進行調查(cha)： 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(shi)(shi)的(de),是(shi)(shi)發生了爆炸,但是(shi)(shi)它只(zhi)局(ju)限于(具體(ti)地點的(de)名(ming)稱)。局(ju)勢已經被控制,它不(bu)會對(dui)我(wo)們(men)(men)的(de)客(ke)人(ren)造成 任

　　 何威脅。酒店繼續照常運作。

　　 Q4

　　 What is being done to step up security? 采取(qu)了什么措施來加強安(an)全(quan)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(wo)們已經(jing)通過雇(gu)傭更多的(de)安(an)保人員，加(jia)強對(dui)酒店公共(gong)區域的(de)巡邏(luo)來強化安(an)全，所(suo)有(you)的(de)顧客、供應商 都會受到我(wo)們安(an)檢人員的(de)注(zhu)意。

　　 Q5

　　 Will the hotel suspend operations? 酒店將會推遲營業嗎?

　　 A

　　 If explosion not serious and nobody hurt: 如果爆(bao)炸不嚴重而且沒(mei)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(zhe)次事件(jian)只是個(ge)例。情況已(yi)經(jing)受到控制警(jing)方正在調查這(zhe)件(jian)事。酒(jiu)店(dian)正常(chang)營業。

　　 If explosion serious and there are injuries; situation poses a threat to safety of guests and hotel decides to temporarily suspend operations:

　　 如果(guo)爆(bao)炸嚴重并(bing)且有人(ren)受傷;情(qing)況危及到客人(ren)的安全(quan)，酒店決(jue)定臨時暫停營業：

　　 The hotel will close temporarily for precautionary reasons, as well as to facilitate repair and

　　 Page 32

　　 HOLDING STATEMENTS AND QAs 發(fa)布聲(sheng)明(ming)及(ji)問答

　　 investigations. 出于預防(fang)，并(bing)使維修和調查工作更易進(jin)行(xing)，酒店(dian)將會暫時停業。

　　 Page 33

　　 HOLDING STATEMENTS AND QAs 發布(bu)聲明及(ji)問(wen)答

 　　 Food Poisoning / Water Contamination (Silver Crisis Level) 食(shi)物中毒/水污(wu)染(ran)(白銀(yin)危機(ji)級別(bie))

　　 _________________(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(de)宣布______ (受影響的(de)客人數量)經歷(li)食物中毒。_____ 客人已 被送去體(ti)檢(jian)/醫院，目前(qian)處于(yu)穩定狀態。我們非常關心這件事，客人的(de)健康對于(yu)我們來說是(shi)最重要的(de)。我 們正在通過進(jin)行一(yi)項(xiang)徹底的(de)內部調查(cha)來確定污染源(yuan)。食品樣品已經發(fa)送到(dao)一(yi)個獨立的(de)實驗室測(ce)試(shi)。酒店 正在積極(ji)的(de)配合當(dang)局進(jin)行調查(cha)。

　　 The above is attributable to a hotel spokesperson. 以上由酒店的發言人(ren)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(can)(can)/晚餐(can)(can)的(de)預定，聽說了(le)食(shi)物中(zhong)毒事件。在你們餐(can)(can)廳吃飯還(huan)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(de)(de)食(shi)物(wu)已(yi)被送到一個衛生(sheng)監(jian)測部門(men)獨立的(de)(de)實(shi)驗(yan)室進行(xing)測試(shi)。 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(wo)們已(yi)經過濾并更換(huan)了可能的(de)(de)食(shi)物(wu)傳染源。同時(shi)，我(wo)們的(de)(de)廚師長更加細心的(de)(de)準備(bei)食(shi)物(wu)。是的(de)(de),在我(wo)們 的(de)(de)餐廳用餐是安全的(de)(de)。我(wo)們將繼續按嚴格程序準備(bei)食(shi)物(wu)。

　　 Q2

　　 When will the results of the food poisoning test be out? 食(shi)物中毒的測試結果什么(me)時候出(chu)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.

　　 Page 34

　　 HOLDING STATEMENTS AND QAs 發(fa)布聲明及問答(da)

　　 衛生檢疫(yi)部門(men)將及時(shi)將結果轉達我們。我們將會對(dui)于他們的(de)測試給予全力協(xie)助。

　　 Q3

　　 Will the restaurant close down temporarily pending investigations? 餐廳將(jiang)會暫時關閉(bi)來(lai)進行(xing)調查(cha)嗎?

　　 A

　　 No, the restaurant will continue to open for business whilst investigations are being carried out. 不，在調查(cha)進行的同時酒店(dian)將會正(zheng)常(chang)營(ying)業(ye)。 Draw attention to the house specialities or food promotion the restaurant is having. 注(zhu)意這家餐(can)館的特色(se)菜或食(shi)品促銷。

　　 Q4

　　 Are your chefs trained on proper food hygiene procedures? 你們(men)的(de)廚師長(chang)參(can)加過正式的(de)食品(pin)衛生學培訓嗎(ma)?

　　 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(shi)的(de)(de)，整個(ge)廚房隊伍都經過徹底(di)的(de)(de)食品加工和衛(wei)生程(cheng)序(xu)培訓。在(zai)做菜時我們的(de)(de)行政(zheng)總(zong)廚確保(bao)他的(de)(de)團(tuan) 隊信守嚴格程(cheng)序(xu)。

　　 Q5

　　 Does the hotel compensate foreign guests who have been hospitalised? 酒店對于送進醫院的外國客(ke)人進行補(bu)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(men)的(de)首(shou)要(yao)任務是對我們(men)所(suo)有的(de)客人提供(gong)適當的(de)醫(yi)療照(zhao)顧。酒店確保(bao)他(ta)們(men)得到(dao)他(ta)們(men)需要(yao)的(de)所(suo)有幫助 直到(dao)他(ta)們(men)退(tui)房。補償問題目前(qian)正在研(yan)究。

　　 Q6

　　 Have you traced the source of the water contamination? 你們(men)追蹤到水污染(ran)的污染(ran)源(yuan)了嗎?

　　 A

　　 We do not have any details at this point in time as investigations are underway. 對于這點(dian)我們目前還沒(mei)有任何(he)線索(suo)，調(diao)查(cha)正(zheng)在進行(xing)中。

　　 Page 35

　　 HOLDING STATEMENTS AND QAs 發布聲明(ming)及問答

　　 Political Unrest

　　 政(zheng)治(zhi)動亂

　　 Q1 Is your hotel likely to be dragged into the political agitation? 你們酒(jiu)店可能(neng)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(wei)一(yi)個商業(ye)企業(ye)，酒店不(bu)以(yi)直接(jie)或間接(jie)的(de)方(fang)式參與(yu)任何政(zheng)治活(huo)動(dong)。我(wo)們始終和社會(hui)群體(ti)以(yi)及(ji)我(wo)們 的(de)員工保持良好的(de)關系

　　 Q2

　　 What security measures are in place to ensure my safety? 有什么(me)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(jiu)店非常(chang)認真的(de)(de)對(dui)待安(an)全(quan)(quan)(quan)問題，保證在任何時候都為(wei)客(ke)人提供一個(ge)安(an)全(quan)(quan)(quan)的(de)(de)環境(jing)。我(wo)們已經加強安(an)全(quan)(quan)(quan) 措(cuo)施建(jian)立了(le)一支訓練(lian)有(you)素的(de)(de)安(an)保隊伍。酒(jiu)店與當局密(mi)切聯系(xi)以(yi)確保客(ke)人的(de)(de)安(an)全(quan)(quan)(quan)。

　　 Q3

　　 Will I endanger my life if I step out of the hotel? Is it safe to sight see? 如(ru)果走(zou)出酒店會危及我的(de)生(sheng)命嗎(ma)?觀光(guang)是安全的(de)嗎(ma)?

　　 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(dong)(dong)區域是安全的(de)。沒有(you)真(zhen)正的(de)威(wei)脅平民的(de)生活。酒店是從動(dong)(dong)蕩的(de)局面中孤立出來的(de)。然而，我們 鼓(gu)勵(li)所(suo)有(you)的(de)客人(ren)在觀光的(de)時候提高警惕。在您離(li)開酒店時請隨身攜(xie)帶帶我去(酒店名字(zi))卡(ka)。 在您不(bu)在我們控(kong)制的(de)區域內的(de)情(qing)況(kuang)下，它幫助我們識別您是我們的(de)客人(ren)。

　　 Q4

 　　 What if the agitators use your hotel to hold hostages? 如果鼓動者在(zai)你們的(de)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

　　 Page 36

　　 HOLDING STATEMENTS AND QAs 發布聲明及問答

　　 are also working closely with the authorities in monitoring the situation. However, we remain alert and vigilant at all times. 酒店(dian)不接近整(zheng)治區域，它是不會發生這種(zhong)(zhong)情(qing)況的(de)。我們已經在(zai)酒店(dian)加(jia)強(qiang)安保措施(shi)作為防范(fan)措施(shi)。我 們也跟(gen)當局保持密切聯(lian)系來控制這種(zhong)(zhong)情(qing)況，而且(qie)我們始(shi)終在(zai)提高警惕。

　　 Q5

　　 Where can I get help if I am caught in the crossfire of supporters of the agitators? 如(ru)果我們(men)卷入煽動者的支持(chi)者，我們(men)從哪(na)里可以得到幫助(zhu)?

　　 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(kuai)脫離不(bu)要卷(juan)入該事件且盡快(kuai)返(fan)回(hui)酒(jiu)店(dian)。如果不(bu)能，找(zhao)到(dao)最近(jin)的(de)酒(jiu)店(dian)打(da)電話(hua)告知(zhi)我們你的(de)下 落。另外，找(zhao)到(dao)大使館(guan)一直待(dai)到(dao)安全了在(zai)返(fan)回(hui)酒(jiu)店(dian)。

　　 Page 37

　　 HOLDING STATEMENTS AND QA 發布(bu)聲明(ming)及問(wen)答(da)

　　 Rape (Silver Crisis Level)

　　 強奸(白銀危(wei)機(ji)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(de)(de)宣告在______(日期(qi))一名客人/員工遭遇強奸。我(wo)們非常關心這 個情況(kuang)并且已(yi)經加(jia)強了酒店的(de)(de)安全(quan)措施來保證所有客人的(de)(de)安全(quan)和良好的(de)(de)狀(zhuang)態(tai)。同時，我(wo)們向受害者提供 心理咨詢和支(zhi)持。酒店與警察緊密合作幫助識別和追(zhui)蹤行(xing)兇者。我(wo)們正在全(quan)面檢討我(wo)們的(de)(de)安全(quan)工作,防止(zhi) 未來再發(fa)生此類事件。

　　 The above is attributable to a hotel spokesperson. 以上由一個酒店的發言(yan)人(ren)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(que)認(ren)了(le)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(wo)們(men)已經加強了安(an)全防衛措施，我(wo)們(men)的安(an)保隊伍正在配合警方確(que)(que)認行兇者(zhe)。我(wo)們(men)還沒有確(que)(que)定他是怎 么進入的酒店。不過,我(wo)們(men)將(jiang)繼續保持警惕(ti)。

　　 Q2

　　 How do you screen visitors of hotel guests? 你們怎么從酒店客人中(zhong)分辨(bian)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(fang)客在(zai)(zai)被允許(xu)進入(ru)客人樓層(ceng)之前(qian)需到前(qian)臺(tai)登(deng)記。在(zai)(zai)可能的(de)情況(kuang)下(xia)，我們還尋求女客人的(de)合作，去安(an) 排他們在(zai)(zai)休息室或餐廳見面而不是在(zai)(zai)她們的(de)房間 。

　　 Page 38

　　 HOLDING STATEMENTS AND QA 發布(bu)聲明(ming)及問答

　　 Q3

　　 How do you assure lady guests of their safety? 你們如何確保女(nv)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(wo)們將她們安排在靠近(jin)電梯的房間。在她們停留期間，如(ru)有任何需要可(ke)以(yi)隨時撥打我(wo)

　　 們前臺(tai)值班經 理的電話(hua)。

　　 Q4

　　 Are your security personnel professionally trained to handle such incidents? 你們的(de)安(an)保人員經過處(chu)理這種事件(jian)的(de)專業(ye)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(de)安全是極為重要的(de)。我們的(de)安保人員一直堅(jian)持高標準的(de)培訓。

　　 Q5

　　 How has the hotel beefed up security? 酒店(dian)如(ru)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(jing)加強了所(suo)有(you)公共領域安保措施(shi)和(he)夜(ye)間巡邏的頻率。我們也(ye)向所(suo)有(you)的客人(ren),特別(bie)是女士客人(ren) 保證酒(jiu)店將繼(ji)續保持(chi)警惕。

　　 Page 39

　　 HOLDING STATEMENTS AND QAs 發布聲明及問答

　　 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(jiu)店管理(li)層(ceng)證實這里有(you)炸彈恐嚇事件(jian)(jian)，我們很認真的(de)(de)對(dui)待(dai)此事件(jian)(jian)并且(qie)正在進我們最大的(de)(de)努力(li)確保客(ke)人的(de)(de) 安(an)全。在酒(jiu)店與警方及專家的(de)(de)全力(li)配合下，事件(jian)(jian)已(yi)得(de)到控制，同時(shi)所有(you)客(ke)人與酒(jiu)店員工已(yi)經(jing)被(bei)快速(su)撤離, 酒(jiu)店將暫時(shi)安(an)全。

　　 The above is attributable to a hotel spokesperson. 以上是(shi)(shi)酒(jiu)店發(fa)言(yan)人的(de)(de)陳述 Q1 Have you identified who is behind the threat? Are they terrorists? 你(ni)能確(que)認恐嚇的(de)(de)幕(mu)后黑手是(shi)(shi)誰(shui)嗎?他們(men)(men)是(shi)(shi)嗎? A We do not have details who the perpetrators are at this point in time. 我們(men)(men)還沒有(you)具體(ti)的(de)(de)證據顯(xian)示犯罪嫌疑人是(shi)(shi)誰(shui) Q2 Are guests and employees exposed to any danger? 客人與員工是(shi)(shi)否處(chu)于危(wei)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. 現在(zai)(zai)不必恐慌，我們(men)(men)正在(zai)(zai)調查這個事件而且將會盡我們(men)(men)所能確(que)保(bao)客人與員工的(de)(de)安全，我們(men)(men)強烈要(yao)求 每一個人都要(yao)匯報可疑包裹，禁(jin)止觸碰他們(men)(men)。 Q3 But I heard it?s not a hoax. Reliable sources tell me that the threat is real 但是(shi)(shi)我聽說它不是(shi)(shi)一個惡(e)作(zuo)劇，據可靠消(xiao)息這次恐嚇是(shi)(shi)真的(de)(de)。 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(nin)聽告(gao)訴我(wo)您(nin) 的消息來源是(shi)誰嗎?我(wo)們已經聯系上了派譴行動小組人員(yuan)。我(wo)們正與警方合(he)作調查事 情的真相(xiang)。

　　 Q4

　　 Why is your hotel the target? 為什(shen)么你(ni)們(men)酒店成為恐(kong)嚇的目(mu)標。

　　 Page 40

　　 HOLDING STATEMENTS AND QAs 發布聲(sheng)明(ming)及問答(da)

　　 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(zhi)道(dao)也不希(xi)望猜測。現在(zai)，我們的首要(yao)目標是(shi)保障酒店全體(ti)客人的安全，并與相(xiang)關權力(li)部門一(yi)起(qi) 努(nu)力(li)工作(zuo)去控制(zhi)該事(shi)件。

　　 Q5

　　 What security measures are in place to ensure my safety? 為確(que)保我的(de)安全，你(ni)們采取(qu)了什么(me)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(wo)(wo)們已(yi)經與除彈行動小組人員取(qu)得了聯系，在(zai)炸彈被排(pai)除之(zhi)前酒(jiu)(jiu)店(dian)將(jiang)會(hui)高度警戒(jie)，酒(jiu)(jiu)店(dian)對炸彈事(shi)件 一級(ji)警戒(jie)直到(dao)炸彈被轉移或拆除。炸彈性(xing)(xing)事(shi)件是(shi)嚴肅(su)性(xing)(xing)事(shi)件，我(wo)(wo)們會(hui)安排(pai)部署并(bing)追加(jia)警戒(jie)力量(liang)

　　 Q6

 　　 Will you be evacuating your guests? 你將會疏散你的客人(ren)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(jiang)會盡快(kuai)確認，我們的員工是訓練有素(su)的可按需要快(kuai)速疏散

　　 Page 41

　　 HOLDING STATEMENTS AND QA 發布聲(sheng)明及問答(da)

　　 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(jiu)店(dian)確認出現(xian)了 xx 疾病疑(yi)似病例，這種疑(yi)似病例在(zai) XX 被(bei)(bei)發(fa)現(xian)，所有被(bei)(bei)感染的(de)(de)人(ren)都(dou)已經被(bei)(bei)送到醫院而(er) 且我(wo)們(men)正在(zai)努力尋找與(yu)患者(zhe)有聯系的(de)(de)人(ren)， 我(wo)們(men)十(shi)分(fen)關(guan)注健康及我(wo)們(men)的(de)(de)客人(ren)與(yu)工作人(ren)員(yuan)。同時(shi)酒(jiu)店(dian)已經采(cai) 取(qu)了健康專家(jia)的(de)(de)建議而(er)且采(cai)取(qu)了必要的(de)(de)預(yu)防措施，酒(jiu)店(dian)將繼續關(guan)注病情動態，提供相關(guan)的(de)(de)信息， 需要時(shi) 我(wo)們(men)將及時(shi)更(geng)新客人(ren)與(yu)員(yuan)工信息。 The above is attributable to a hotel spokesperson. 以上是酒(jiu)店(dian)發(fa)言(yan)人(ren)的(de)(de)陳述 Q1 Has the infected pe

　　 rson been isolated? 被感(gan)染人(ren)(ren)(ren)已(yi)(yi)經(jing)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(de)，在他/她個人(ren)(ren)(ren)的(de)努力(li)下我們已(yi)(yi)經(jing)隔離了被感(gan)染人(ren)(ren)(ren)。他/她已(yi)(yi)經(jing)被迅速送住醫院。酒店正在與(yu)醫 學專(zhuan)家密切合作(zuo)采取未來的(de)預防措施(shi)。

　　 Q2

　　 What is the hotel doing with staff who has been exposed to this infected person? 酒(jiu)店對與被(bei)感(gan)染患者有接觸的(de)員工(gong)做何(he)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(wo)們(men)正在列出與患者(zhe)有聯系的相關人員名單。他們(men)將會被送往(wang)接受醫學(xue)檢查。酒(jiu)店正在咨詢專家(jia)并 且我(wo)們(men)公(gong)司的醫生正在采(cai)取必要的保(bao)護措施使病情擴散最小(xiao)化。

　　 Page 42

　　 HOLDING STATEMENTS AND QA 發布(bu)聲(sheng)明(ming)及(ji)問答

　　 Q3

　　 How can you assure me that I will not get infected? 你(ni)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(bei)公布的(de)患(huan)者被(bei)確認并被(bei)隔離(li)觀察。酒店將采取所(suo)有預防(fang)措(cuo)施(shi)阻止疫(yi)情的(de)曼延。我們建議所(suo)有 的(de)客人與我們一(yi)起合(he)作注(zhu)意(yi)所(suo)有被(bei)推薦的(de)預防(fang)措(cuo)施(shi)諸(zhu)如(ru)….(措(cuo)施(shi)名稱(cheng))

　　 Q4

　　 What steps are the hotel taking to ensure that this disease doesn?t spread? 酒店將(jiang)采取什么(me)措施(shi)確保(bao)疫(yi)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(zheng)在全力與健康(kang)專家合作去控(kong)制(zhi)疫情，酒(jiu)店將執(zhi)行(xing)他們的忠(zhong)告將繼續陰(yin)止(zhi)疫情的繼續擴(kuo)散。

　　 Q5

　　 Will the hotel suspend operations indefinitely? 酒店(dian)將(jiang)會暫(zan)停營(ying)業(ye)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(yi)情已經及時(shi)得到(dao)了控制， 我們將會繼續采(cai)取(qu)措施像(xiang)往(wang)常(chang)一(yi)樣正常(chang)營業。

　　 Page 43

　　 HOLDING STATEMENTS AND QA 發布聲明及問答(da)

　　 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(qu)預防措施去預防禽(qin)流感。 Avian Flu Concerns 關注禽(qin)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(wang)常(chang)一樣，我們優先確保健康及(ji)我們客人和員工的(de)(de)健康。在我們酒店(dian)中(zhong)包含有(you)(you)最高質量的(de)(de)食物及(ji)環境(jing) 衛生。此外還有(you)(you)許多(duo)嚴格的(de)(de)標準，我們已(yi)經采取了措施去打(da)消客人可(ke)能認為我們酒店(dian)中(zhong)存在禽流感的(de)(de)顧 慮。 These measures at our hotels in (hotel). include: 酒店(dian)將(jiang)會采取的(de)(de)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(dou)來自于無污(wu)染的(de)國家諸如美國、歐洲及澳大(da)利亞(ya)。(如適用)

　　 Poultry and poultry-related products are sourced from reputable and reliable suppliers accredited by the relevant authorities 家(jia)禽(qin)及家(jia)禽(qin)類相關原(yuan)料(liao)都(dou)來自于有聲望(wang)可信(xin)賴的供(gong)應商，他們都(dou)通過了相關部門的檢驗。

　　 All poultry served is well cooked. 所有的(de)(de)家禽都被很好的(de)(de)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(de)(de)客人被告知我(wo)們的(de)(de)菜肴中(zhong)所用的(de)(de)家禽都來自未受禽流(liu)感污染(ran)的(de)(de)國(guo)家和地區。(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(jing)常(chang)確保(bao)一個高的衛生標準使任(ren)何流感病(bing)毒得到最小(xiao)程度的傳播。

　　 The above is attributable to a hotel spokesperson. 以上是酒店(dian)發言(yan)人(ren)的(de)陳述。

　　 Page 44

　　 HOLDING STATEMENTS AND QA 發布(bu)聲(sheng)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(men)(men)酒(jiu)店(dian)的(de)客(ke)人或員(yuan)工是否受到過(guo)禽流(liu)感(gan)的(de)影響(xiang)?總共有多少家酒(jiu)店(dian)受到過(guo)影響(xiang)? 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(wo)(wo)(wo)(wo)們(men)(men)酒(jiu)店(dian)沒有客(ke)人及(ji)員(yuan)工受到過(guo)禽流(liu)感(gan)的(de)影響(xiang)。然(ran)而(er)像往(wang)常一樣，在(zai)大陸酒(jiu)店(dian)小組中我(wo)(wo)(wo)(wo)們(men)(men)優(you)先確(que)保 健康及(ji)我(wo)(wo)(wo)(wo)們(men)(men)客(ke)人和員(yuan)工的(de)健康。在(zai)我(wo)(wo)(wo)(wo)們(men)(men)酒(jiu)店(dian)中包含有最(zui)高(gao)質量的(de)食物及(ji)環境衛生。此外還有許(xu)多嚴 格的(de)標準，我(wo)(wo)(wo)(wo)們(men)(men)已經采取(qu)了措施去打消客(ke)人可能認為(wei)我(wo)(wo)(wo)(wo)們(men)(men)酒(jiu)店(dian)中存(cun)在(zai)禽流(liu)感(gan)的(de)顧(gu)慮。

　　 A

　　 Q2.

　　 What measures have you implemented in your hotels to address the Avian flu concerns? 你(ni)們酒店采取了(le)

　　 哪些措施去預(yu)防(fang)禽(qin)(qin)(qin)流(liu)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(de)客(ke)人(ren)也可(ke)能關注這(zhe)兒的(de)禽(qin)(qin)(qin)流(liu)感而且已(yi)經(jing)采取了預(yu)防(fang)措施去打消這(zhe)些顧慮，我們通過(guo) 努(nu)力迅速在酒店采取的(de)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(jia)禽(qin)(qin)(qin)及家(jia)禽(qin)(qin)(qin)類相關原料都來(lai)自于(yu)無(wu)污染的(de)國家(jia)諸(zhu)如(ru)美國、歐洲及澳大(da)利亞。(如(ru)果合適(shi))

　　 A

　　 Poultry and poultry-related products are sourced from reputable and reliable suppliers accredited by the relevant authorities 家禽(qin)及家禽(qin)類相關(guan)原(yuan)料都(dou)來(lai)自(zi)于有聲望可信賴的供應商，他們都(dou)通過(guo)了(le)相關(guan)部門的檢驗。 All poultry served is well cooked. 所有的家禽(qin)都(dou)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(de)(de)(de)客人(ren)被告知我(wo)們(men)的(de)(de)(de)菜肴中所用的(de)(de)(de)家禽都來自未(wei)(wei)受(shou)禽流(liu)感污染的(de)(de)(de)國家和地區(qu)。(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(chang)確保一個高的(de)(de)(de)衛生標準大體上使(shi)任何流(liu)感病毒得到最小程度的(de)(de)(de)傳播(bo)。 In the meantime, we are monitoring the situation closely for any further developments. 與此同時(shi)，我(wo)們(men)正在(zai)密(mi)切關注(zhu)疫情(qing)未(wei)(wei)來的(de)(de)(de)發展情(qing)況(kuang)。

　　 Page 45

　　 HOLDING STATEMENTS AND QA 發(fa)布聲明及問答(da)

　　 Q3.

　　 When did you implement these measures? When did you know it was crucial? 你(ni)什么時(shi)候(hou)采取措施?你(ni)認為什么時(shi)候(hou)它是最嚴重(zhong)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(wo)(wo)(wo)們(men)已(yi)經(jing)密切關注疫情并且盡(jin)快(kuai)執行可行的相關信息。我(wo)(wo)(wo)們(men)已(yi)經(jing)盡(jin)快(kuai)去采取預防措施去打消客(ke)人(ren)可 能存(cun)在的顧慮(lv)。像往常一樣優先(xian)確保健(jian)康及(ji)我(wo)(wo)(wo)們(men)客(ke)人(ren)和員工(gong)的健(jian)康。在我(wo)(wo)(wo)們(men)酒店中包含有(you)最高質量 的食物及(ji)環境(jing)衛生。

　　 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? 如果你發現你們酒店的客人感(gan)染禽流感(gan)怎么(me)辦?接下來的擬訂方案是什么(me)? 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(wo)(wo)(wo)(wo)(wo)(wo)們(men)(men)正在(zai)(zai)密切關(guan)注(zhu)禽(qin)(qin)(qin)(qin)流感未來(lai)的(de)(de)發展動(dong)向(xiang)，我(wo)(wo)(wo)(wo)(wo)(wo)們(men)(men)酒(jiu)店(dian)(dian)的(de)(de)客人(ren)沒(mei)有人(ren)感染禽(qin)(qin)(qin)(qin)流感，我(wo)(wo)(wo)(wo)(wo)(wo)們(men)(men)將會(hui)按照當地(di) 專家在(zai)(zai)不可能(neng)發生(sheng)的(de)(de)事件中(zhong)(zhong)發出的(de)(de)指令采(cai)取(qu)(qu)有效措(cuo)施，這一事件即(ji)我(wo)(wo)(wo)(wo)(wo)(wo)們(men)(men)的(de)(de)客人(ren)被(bei)確認患(huan)有疑似(si)禽(qin)(qin)(qin)(qin)流 感。在(zai)(zai)我(wo)(wo)(wo)(wo)(wo)(wo)們(men)(men)的(de)(de)酒(jiu)店(dian)(dian)中(zhong)(zhong)有最高質量的(de)(de)食物及衛(wei)生(sheng)環境，此外還(huan)有許多嚴格的(de)(de)標(biao)準，我(wo)(wo)(wo)(wo)(wo)(wo)們(men)(men)已經(jing)采(cai)取(qu)(qu)了(le)措(cuo) 施去(qu)打消客人(ren)可能(neng)認為(wei)我(wo)(wo)(wo)(wo)(wo)(wo)們(men)(men)酒(jiu)店(dian)(dian)中(zhong)(zhong)存在(zai)(zai)禽(qin)(qin)(qin)(qin)流感的(de)(de)顧慮(lv)。最終，我(wo)(wo)(wo)(wo)(wo)(wo)們(men)(men)客人(ren)的(de)(de)安全健康是我(wo)(wo)(wo)(wo)(wo)(wo)們(men)(men)最為(wei)關(guan)注(zhu) 的(de)(de)。. What are you doing to ensure that your employees are protected from the Avian flu? 你(ni)怎樣確保你(ni)的(de)(de)員工在(zai)(zai)禽(qin)(qin)(qin)(qin)流感中(zhong)(zhong)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(wo)(wo)(wo)(wo)(wo)(wo)們(men)(men)酒(jiu)店(dian)(dian)的(de)(de)客人(ren)一樣，酒(jiu)店(dian)(dian)員工的(de)(de)健康對于我(wo)(wo)(wo)(wo)(wo)(wo)們(men)(men)來(lai)說同樣很重(zhong)要。我(wo)(wo)(wo)(wo)(wo)(wo)們(men)(men)明白他們(men)(men)也可能(neng)關(guan)注(zhu)這兒(er) 的(de)(de)禽(qin)(qin)(qin)(qin)流感而且已經(jing)采(cai)取(qu)(qu)了(le)預(yu)防措(cuo)施去(qu)打消這些顧慮(lv)。我(wo)(wo)(wo)(wo)(wo)(wo)們(men)(men)通(tong)過努力(li)迅速在(zai)(zai)酒(jiu)店(dian)(dian)采(cai)取(qu)(qu)的(de)(de)措(cuo)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(qin)及家禽(qin)類(lei)相(xiang)關(guan)原料都來(lai)自(zi)于無污染的國家諸如(ru)美國、歐(ou)洲及澳大利亞。(如(ru)果(guo)合適)

　　 Page 46

　　 HOLDING STATEMENTS AND QA 發布聲明(ming)及問答

　　 Poultry and poultry-related products are sourced from reputable and reliable suppliers accredited by the relevant authorities 家(jia)禽及家(jia)禽類相(xiang)關(guan)原料都來自于有聲望(wang)可信賴的供應商，他們(men)都通過了相(xiang)關(guan)部門的檢驗。

　　 All poultry served is well cooked. 所(suo)有的家禽都被很好的烹調(diao)。

　　 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(de)客人會被告知(zhi)我們的(de)菜(cai)肴(yao)中所(suo)用的(de)家禽(qin)都來自未受(shou)禽(qin)流感污染的(de)國家和地區。(如果(guo)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(chang)確(que)保一(yi)個高的(de)衛生(sheng)標準大體(ti)上(shang)使任何流感病毒(du)得到最(zui)小程度的(de)傳(chuan)播。

　　 We are monitoring the situation closely for any further dev

　　 elopments on this issue. 我(wo)(wo)們(men)正(zheng)在(zai)(zai)密(mi)(mi)切關注疫情未來的(de)(de)發展情況 。 Q6. What happens if you discover that one of your employees has been infected with the Avian flu virus? 如果(guo)你(ni)發現你(ni)的(de)(de)其中(zhong)一名員工被感(gan)染禽流(liu)感(gan)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(wo)(wo)們(men)正(zheng)在(zai)(zai)密(mi)(mi)切關注禽流(liu)感(gan)的(de)(de)未來動(dong)向。在(zai)(zai)我(wo)(wo)們(men)的(de)(de)酒(jiu)(jiu)店(dian)(dian)員工中(zhong)還沒有流(liu)感(gan)病歷，但是(shi)我(wo)(wo)們(men)將會按照當 地專(zhuan)家(jia)在(zai)(zai)不可能發生的(de)(de)事件中(zhong)發出(chu)的(de)(de)指令(ling)采(cai)取(qu)措施。在(zai)(zai)我(wo)(wo)們(men)的(de)(de)酒(jiu)(jiu)店(dian)(dian)中(zhong)有高(gao)質量(liang)的(de)(de)食物(wu)保證及衛生環 境，此外(wai)還有許多(duo)嚴格的(de)(de)標準(zhun)，我(wo)(wo)們(men)已(yi)經采(cai)取(qu)了措施去打消客人可能認為我(wo)(wo)們(men)酒(jiu)(jiu)店(dian)(dian)中(zhong)存在(zai)(zai)禽流(liu)感(gan)的(de)(de) 顧慮。最終，我(wo)(wo)們(men)客人的(de)(de)安全健康(kang)是(shi)我(wo)(wo)們(men)最為關注的(de)(de)。.

　　 。

　　 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(jia)受禽流感影(ying)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

　　 Page 47

　　 HOLDING STATEMENTS AND QA 發(fa)布聲(sheng)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(na)兒(er)旅行，這是每個人(ren)的(de)權利，我們(men)沒有權利來命(ming)令個人(ren)的(de)選擇。我們(men)盡力 去建(jian)議人(ren)們(men)采(cai)取(qu)合(he)理的(de)預防措施，了解專家在這一(yi)事件上提出的(de)相關(guan)信息，所以他們(men)能夠去采(cai)取(qu)更 多合(he)理的(de)必要的(de)措施。我們(men)將為客人(ren)提供(gong)高質(zhi)量標準的(de)食品(pin)以及衛(wei)生環境為首(shou)要原(yuan)則，除執行這些(xie) 嚴格的(de)標準之外，我們(men)將采(cai)取(qu)所有預防措施的(de)實施以助于減緩客人(ren)對禽流感(gan)疫情的(de)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(men)是否

　　 與當地的(de)(de)(de)(de)(de)衛生部門一(yi)起合作去控制(zhi)疫情(qing)?你能提供一(yi)些(xie)(xie)你們的(de)(de)(de)(de)(de)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. 以優先確(que)保酒店客人(ren)的(de)(de)(de)(de)(de)健(jian)康是我(wo)們一(yi)貫堅(jian)持的(de)(de)(de)(de)(de)首要原(yuan)則。我(wo)們將繼續保持酒店提供高質(zhi)量標(biao)準(zhun)的(de)(de)(de)(de)(de)食 品以及衛生環境(jing)。此外還制(zhi)定了一(yi)些(xie)(xie)嚴格的(de)(de)(de)(de)(de)標(biao)準(zhun)要求，所有預防措施(shi)的(de)(de)(de)(de)(de)實施(shi)將有助于減緩客人(ren)對禽(qin) 流(liu)感疫情(qing)的(de)(de)(de)(de)(de)顧慮。我(wo)們將會密切關注未來疫情(qing)的(de)(de)(de)(de)(de)發展，在遵(zun)從專家提出的(de)(de)(de)(de)(de)關于預防禽(qin)流(liu)感建議(yi)的(de)(de)(de)(de)(de)基 礎(chu)上不(bu)斷完善預防措施(shi)。

　　 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(zhi)今(jin)本酒(jiu)店(dian)有多少預定取(qu)消(區(qu)域/地(di)區(qu)/酒(jiu)店(dian))?對(dui)(dui)(dui)酒(jiu)店(dian)整(zheng)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(dui)(dui)(dui)本酒(jiu)店(dian)的入住(zhu)率(有/沒有)影響而且現在酒(jiu)店(dian)達到(滿)入住(zhu)率。我(wo)們仍(reng)然對(dui)(dui)(dui)本(區(qu)域/ 地(di)區(qu)/酒(jiu)店(dian))的旅游產業信心,而且本酒(jiu)店(dian)集團享有全球(qiu)聲(sheng)譽并口碑良(liang)好擁有強大的品(pin)牌支持(chi)。在過(guo) 去(qu)我(wo)們同(tong)樣也經歷過(guo)此(ci)類問(wen)題并得到良(liang)好解決(jue)，因此(ci)我(wo)們仍(reng)然會做到屹立不倒。

　　 A

　　 Q10. How have your hotels been impacted compared to your competitors? 與競爭對(dui)手酒(jiu)(jiu)店(dian)相比貴酒(jiu)(jiu)店(dian)受到的(de)(de)影響程(cheng)度如何(he)? 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). 在發表對(dui)競爭對(dui)手酒(jiu)(jiu)店(dian)的(de)(de)情況(kuang)對(dui)我(wo)們(men)來(lai)講(jiang)是不(bu)合(he)適的(de)(de)，因此(ci)您可以通過他們(men)來(lai)進行了解。我(wo)們(men)對(dui) (地(di)區/區域/j 酒(jiu)(jiu)店(dian) )旅(lv)游產業仍然有信心

　　 Page 48

　　 HOLDING STATEMENTS AND QA 發(fa)布(bu)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(qing)問禽(qin)流感是(shi)否對旅游行業(ye)(地(di)區/區域/j 酒店 )的(de)有重(zhong)大意義方面(mian)的(de)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(yu)由其帶來行業(ye)潛在性(xing)的危機影(ying)響現在來講未免過早，我(wo)們的生意不錯而且我(wo)們將繼續致力于(yu)我(wo) 們的業(ye)務以及(ji)客戶的發展

　　 Q12. Do you think the Government should have acted sooner? 您(nin)認為政府是否(fou)應該早點(dian)采(cai)取(qu)行(xing)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(you)政府方面發表(biao)看法的(de)問題，然而，我們(men)將(jiang)支持(chi)并全力貫徹執(zhi)行(xing)政府部門針對禽流感所(suo)采(cai) 取(qu)的(de)所(suo)有措施(shi)。我們(men)的(de)目的(de)，在于通過我們(men)所(suo)以采(cai)取(qu)的(de)預防(fang)措施(shi)以保(bao)持(chi)酒店提供最高標準的(de)食物質 量以及衛生環境，而且我們(men)已經這樣(yang)做了。

　　 Page 49

　　 Date 日期 Dear Guest, 尊敬的(de)(de)(de)(de)(de)客人： Welcome to (hotel)! 歡(huan)迎入(ru)住(酒店(dian)名(ming)稱)! It is a pleasure to have you staying with us. 對于您的(de)(de)(de)(de)(de)下榻我(wo)們(men)(men)(men)深感(gan)榮(rong)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(fa)布(bu)了(le)關(guan)于禽(qin)流(liu)感(gan)疫(yi)(yi)情的(de)(de)(de)(de)(de)報告，對此我(wo)們(men)(men)(men)已經(jing)執行了(le)安(an)全措施(shi)來確保(bao)(bao)酒店(dian)提供的(de)(de)(de)(de)(de)所(suo)有(you)食品(pin)是(shi)安(an) 全的(de)(de)(de)(de)(de)。 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(ren)何時候酒店(dian)最(zui)關(guan)注的(de)(de)(de)(de)(de)事情始終是(shi)保(bao)(bao)證客人的(de)(de)(de)(de)(de)健康和(he)安(an)全。我(wo)們(men)(men)(men)對酒店(dian)食品(pin)及環境執行高標準的(de)(de)(de)(de)(de)衛生 要求(qiu)。除(chu)了(le)這些嚴格的(de)(de)(de)(de)(de)標準，我(wo)們(men)(men)(men)還對客人所(suo)關(guan)心(xin)的(de)(de)(de)(de)(de)發(fa)生在(地區(qu)/區(qu)域(yu)/酒店(dian))的(de)(de)(de)(de)(de)禽(qin)流(liu)感(gan)疫(yi)(yi)情采取了(le)防范 措施(shi)。 These measures at our hotels in (region/area/hotel). include: 這些措施(shi)在我(wo)們(men)(men)(men)在(地區(qu)/區(qu)域(yu)/酒店(dian))酒店(dian)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(jia)禽(qin)以及與(yu)家(jia)禽(qin)有(you)關(guan)的(de)(de)(de)(de)(de)產品(pin)僅在美國(guo)、歐洲、澳大利(li)亞沒(mei)(mei)有(you)發(fa)生疫(yi)(yi)情的(de)(de)(de)(de)(de)國(guo)家(jia)進口。菜(cai)肴(yao)中的(de)(de)(de)(de)(de)家(jia)禽(qin)肉類 都(dou)是(shi)來自沒(mei)(mei)有(you)禽(qin)流(liu)感(gan)疫(yi)(yi)情的(de)(de)(de)(de)(de)地區(qu) ? Poultry and poultry-related products are sourced from reputable and reliable suppliers accredited by the relevant authorities ? 家(jia)禽(qin)及家(jia)禽(qin)相關(guan)的(de)(de)(de)(de)(de)產品(pin)均在有(you)名(ming)氣的(de)(de)(de)(de)(de)，值得(de)信賴的(de)(de)(de)(de)(de)，經(jing)過權威機(ji)構認證的(de)(de)(de)(de)(de)供應商處進貨。 ? All poultry served is well cooked. ? 所(suo)有(you)供應的(de)(de)(de)(de)(de)家(jia)禽(qin)類

　　 食(shi)品都(dou)確保烹(peng)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(shi)品衛生要(yao)求均(jun)與健(jian)康機構的推薦相符合。(當地(di)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(you)任何(he)問題或(huo)要(yao)求，請與我或(huo)酒店(dian)其他員工(gong)聯(lian)系。 Thank you for choosing to stay at (hotel).

　　 Page 50

　　 再次(ci)感(gan)謝您在(酒店名稱)的下(xia)榻(ta)。 Kind regards,此致 General Manager

　　 總經理

　　 Page 51

　　 Terrorism – Crisis Communications Reporting Guidelines to Inzone tourism group high-star hotel operationdevelopment department.Office 恐怖活動-銀(yin)座旅游集(ji)團高星(xing)級酒店發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(dang)發生恐怖(bu)事件，所有與(yu)(yu)媒(mei)體(ti)的(de)交流必須通過銀座旅游集團高星級(ji)酒(jiu)店(dian)發展(zhan)部辦公室。在這(zhe)一情況(kuang)下，酒(jiu)店(dian)公關部 的(de)角色是協助銀座旅游集團高星級(ji)酒(jiu)店(dian)發展(zhan)部辦公室及時整(zheng)理確切的(de)信(xin)息。酒(jiu)店(dian)負責與(yu)(yu)客人和(he)員(yuan)工(gong)交流，但應確保 在與(yu)(yu)客人和(he)員(yuan)工(gong)交流前與(yu)(yu)本部辦公室達成一致(zhi)。

　　 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(kong)怖(bu)活(huo)動會(hui)對客(ke)人(ren)，員工(gong)(gong)及不同信仰、種族、國(guo)籍的(de)(de)人(ren)會(hui)造成不能預測的(de)(de)，復雜(za)的(de)(de)影(ying)(ying)響。很多影(ying)(ying)響是心 理上的(de)(de)，可能會(hui)造成嚴重的(de)(de)后果。盡管恐(kong)怖(bu)活(huo)動的(de)(de)安(an)(an)全問題及救援工(gong)(gong)作都是政府在掌(zhang)控，但(dan)酒店可以采(cai) 取安(an)(an)全措施，溝通(tong)交流(尤其是內部溝通(tong))及顧問支持來抑制對客(ke)人(ren)、員工(gong)(gong)及公(gong)

　　 眾觀念中的(de)恐怖活動(dong)帶 來的(de)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(ji)?

　　 Page 52

　　 3.

 　　 Assistance rendered by hotel for casualties and family members 酒店對遇難者及(ji)家屬提(ti)供的幫助。

　　 4.

　　 Where are the guests now? 客人現在在哪里?

　　 5.

　　 Is hotel still operating? 酒店仍舊(jiu)營業嗎?

　　 6.

　　 Any terrorist statement on reason for the attack or why the hotel was a target? 是否有任何(he)恐怖者(zhe)發(fa)布(bu)的(de)(de)關(guan)于為(wei)何(he)實施(shi)，及為(wei)何(he)選擇酒(jiu)店為(wei)襲擊目(mu)標(biao)的(de)(de)聲明?

　　 7.

　　 What is the psychological state of guests and staff? 客人及員工現(xian)在的情緒如何?

　　 8.

 　　 Has psychological counseling support been given to guests and staff? 是否(fou)對客人及員工進行了心(xin)理咨詢支持(chi)?

　　 9.

　　 Have any guests made statements to the media/been interviewed by media? 是否有(you)任(ren)何客(ke)人對媒(mei)體發表(biao)了聲明或接受(shou)了媒(mei)體的采訪?

　　 10. a) Have you been monitoring the local media for coverage on the crisis? 你對關(guan)于危(wei)機的(de)媒體報道有(you)所關(guan)注嗎? a) Any mentions of hotel in the media? 媒體中(zhong)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)

　　 Page 53

　　 關(guan)于(yu)(yu)不(bu)同地(di)區及宗教信(xin)仰或文化的(de)(de)(de)(de)客(ke)人之間關(guan)系的(de)(de)(de)(de)聲(sheng)明(注(zhu)意(yi)任(ren)何可疑(yi)(yi)的(de)(de)(de)(de)，有意(yi)回(hui)避的(de)(de)(de)(de)，不(bu)信(xin)任(ren) 的(de)(de)(de)(de)，恐懼(ju)的(de)(de)(de)(de)跡(ji)象) 12. State of internal staff relations (watch for any signs of suspicion, avoidance, distrust or fear) 關(guan)于(yu)(yu)內部員工的(de)(de)(de)(de)聲(sheng)明(注(zhu)意(yi)任(ren)何可疑(yi)(yi)的(de)(de)(de)(de)，有意(yi)回(hui)避的(de)(de)(de)(de)，不(bu)信(xin)任(ren)的(de)(de)(de)(de)，恐懼(ju)的(de)(de)(de)(de)跡(ji)象) 13. Have staff been briefed by Management how they will be handling the situation? 管理層是(shi)(shi)否(fou)(fou)向員工傳達了如(ru)何應對(dui)此狀況? 14. What have the local government authorities been saying about the attack? 當地(di)政府對(dui)于(yu)(yu)此次襲(xi)擊(ji)是(shi)(shi)如(ru)何說明的(de)(de)(de)(de)? 15. Is there a likelihood of another attack? Where? 還有再一次發(fa)生襲(xi)擊(ji)的(de)(de)(de)(de)可能行嗎?在(zai)哪(na)里? 16. What have the diplomatic community been saying about the incident? 外交方面是(shi)(shi)如(ru)何解釋此次事件的(de)(de)(de)(de)? 17. What are the various religious or other communities saying about the attack? 其它宗教或者團體(ti)是(shi)(shi)如(ru)何看待(dai)此次襲(xi)擊(ji)的(de)(de)(de)(de)? 18. Any memorial services being organized to remember victims of the incident? When, where, who? Will hotel reps be participating? 是(shi)(shi)否(fou)(fou)組織了任(ren)何悼念(nian)儀式來(lai)悼念(nian)此次襲(xi)擊(ji)的(de)(de)(de)(de)遇難(nan)者?在(zai)哪(na)里?什(shen)么時候(hou)?參加者是(shi)(shi)誰?酒店(dian)代表 是(shi)(shi)否(fou)(fou)會參與(yu)? 19. Media reports monitored?是(shi)(shi)否(fou)(fou)關(guan)注(zhu)了媒體(ti)報道(dao)?

　　 Page 54

 　　 Web logs – Monitoring and Reporting Guidelines 網絡日志-監控與匯報指導(dao)方針(zhen)

　　 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(wang)(wang)絡(luo)博(bo)(bo)(bo)客(ke)或(huo)博(bo)(bo)(bo)客(ke)是(shi)(shi)一(yi)種基于網(wang)(wang)絡(luo)的(de)日(ri)志，它是(shi)(shi)了(le)以(yi)最新上(shang)傳內容為順序(xu)顯示的(de)日(ri)志。傳統意義上(shang)來 講，博(bo)(bo)(bo)客(ke)是(shi)(shi)一(yi)種分(fen)享日(ri)志的(de)形(xing)式(shi)，或(huo)更像是(shi)(shi)一(yi)種討(tao)論(lun)平(ping)臺。博(bo)(bo)(bo)客(ke)作者(zhe)(zhe)(zhe)或(huo)博(bo)(bo)(bo)主寫出(chu)熱(re)點話題，閱(yue)讀者(zhe)(zhe)(zhe)會給(gei)(gei) 予回應。從普通市(shi)民到新聞工作者(zhe)(zhe)(zhe)或(huo)是(shi)(shi)行業(ye)專家都(dou)是(shi)(shi)博(bo)(bo)(bo)客(ke)的(de)寫作者(zhe)(zhe)(zhe)。中(zhong)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(jiu)表明(ming)，顧客(ke)對(dui)口(kou)(kou)碑(bei)的(de)信任遠遠超過(guo)了(le)對(dui)傳統市(shi)場的(de)信任，而博(bo)(bo)(bo)客(ke)正是(shi)(shi)這(zhe)樣(yang)一(yi)個口(kou)(kou)碑(bei)流傳的(de)集(ji)中(zhong)營。 在酒店業(ye)，博(bo)(bo)(bo)客(ke)已經(jing)成了(le)為對(dui)酒店的(de)評論(lun)和推(tui)薦(jian)中(zhong)十分(fen)重要的(de)部(bu)分(fen)，可以(yi)給(gei)(gei)銀(yin)座(zuo)旅游(you)集(ji)團(tuan)(tuan)帶來更多的(de)商 機。然而，對(dui)于博(bo)(bo)(bo)客(ke)中(zhong)出(chu)現的(de)任何對(dui)銀(yin)座(zuo)旅游(you)集(ji)團(tuan)(tuan)不利的(de)信息，對(dui)我們的(de)品牌、名聲和生意都(dou)會帶來極(ji) 壞(huai)的(de)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.

　　 Page 55

　　 作(zuo)為銀(yin)座(zuo)旅(lv)游集(ji)團保(bao)護產(chan)業(ye)戰(zhan)略的(de)一(yi)部(bu)分，銀(yin)座(zuo)旅(lv)游集(ji)團高星級酒(jiu)(jiu)店發展部(bu)對于含有酒(jiu)(jiu)店業(ye)內容(rong)的(de) 知名博(bo)客特別關(guan)(guan)注。關(guan)(guan)注帶有酒(jiu)(jiu)店評(ping)論的(de)博(bo)客內容(rong)，反(fan)饋信息(xi)以及顧客間的(de)推薦可以幫我們及時(shi)解決(jue)問 題，避(bi)免嚴重的(de)，負(fu)面的(de)公眾(zhong)信息(xi)惡化或擴(kuo)散。

　　 Web logs – the role and responsibilities of the hotel PR representative

　　 網(wang)(wang)絡博客-酒(jiu)店(dian)公關部代言人的責任和角(jiao)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(wang)(wang)絡日志看(kan)到關于銀座(zuo)旅(lv)游(you)集(ji)團(tuan)高星級酒(jiu)店(dian)

　　 發(fa)展部(bu)的任何負面的內容，請立即將詳細內容匯報至(zhi) 本部(bu)公關分部(bu)。 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. 聯系(xi)方式：00000 電子郵件：0000000 電線 我(wo)們(men)越早得(de)知任何可能對(dui)我(wo)們(men)造(zao)成不(bu)利影響的(de)網絡日志，就更多的(de)機(ji)會(hui)來(lai)阻止對(dui)我(wo)部產業造(zao)成的(de)相關內 容的(de)不(bu)良(liang)影響和破(po)壞。

　　 Page 56

　　 MEDIA LOG SHEET 媒(mei)體報道登記表

　　 A form to be used to log media inquiries to ensure an appropriate media response

　　 此表格(ge)用于記(ji)錄(lu)媒體(ti)的提問來保證媒體(ti)給(gei)予正確恰(qia)當的報(bao)道。

　　 Name:姓名 Media Organisation: 媒體(ti)組織 Tel No:電話 Mobile No:手(shou)機 Fax No:傳真 Email:電子郵件 Date and time of call: 來電日期(qi)及(ji)時(shi)間 Deadline date and time: 截(jie)止日期(qi)及(ji)時(shi)間 Nature of request:要求性質

　　 Radio/TV Only: (Please Circle)僅(jin)限于廣播(bo)/電視(請畫圈進行(xing)選擇) News Live Programme Pre-recorded Current Affairs Talkback

　　 Other…………………………………

　　 新聞-節目-當前事件-反饋-現場直播-提前錄制-其它 Notes/comments on interview:備注/訪談評論(lun)

　　 Media Coverage Obtained:獲得的媒體報(bao)告(gao)

　　 57

　　 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(guan)注媒(mei)體(ti)對危機事件的報(bao)告是非常(chang)重要的。此表格可以(yi)使公(gong)關(guan)部跟蹤(zong)所有媒(mei)體(ti)關(guan)于危機的報(bao)道。警示管理者可能發生的問題(ti)及真(zhen)實情況。 No 編號 1 2 3 4 5 6 7 8 9 10 Date 日期(qi) Media 媒(mei)體(ti) Headline 標題(ti) Key Messages 主要內容 Spokesperson Quoted 發言人用(yong)語(yu).

　　

 

　　 本文由星辰(chen)科技(ji)公關公司(si)精心整編而(er)成，星辰(chen)科技(ji)公關公司(si)專業(ye)從事(shi)網絡公關，媒體公關,危機公關，負(fu)面信(xin)息(xi)處(chu)(chu)理，品牌(pai)維護，多年，具有十多年的網絡公關處(chu)(chu)理，危機公關處(chu)(chu)理，負(fu)面信(xin)息(xi)處(chu)(chu)理等技(ji)術手段!為您企業(ye)以(yi)及個人(ren)保(bao)駕護航!

　　以上就是小編為大家介紹的酒店危機公關手冊的(de)全(quan)部(bu)內容，如(ru)果大家還對(dui)相(xiang)關(guan)的(de)內容感興趣，請持續關(guan)注上海(hai)危機公(gong)關(guan)公(gong)司

　　本文標題：酒店危機公關手冊　　地(di)址：/ziliao/3444.html