文档介绍：Introduction 简介 01
Crisis Communications Principles 危机公关原则 01
ROLES & RESPONSIBILITIES 角色& 职责
Guidelines for a Hotel PR Representative 酒店公关代表指导方针 02
Crisis Communications Action Sequence 危机公关行动步骤 03
PR Information Collation – Coordination with Operations
公关信息整理—与运营管理之协调 07
What to do when the Media Turns up 媒体应对 13
Managing a Press Conference 记者招待会 15
Guidelines for Spokesperson 代言人指导方针
Interview Tips for TV, Radio and Press 20
Do’s and Don’ts 20
PROCEDURES & PROCESSES 政策&程序
Media Call Screening 媒体来电 22
Clearance Process for Media Releases 媒体发布程序 24
Call Channeling 沟通渠道 26
SCENARIOS, TOOLS & TEMPLATES 预测场景、工具& 格式
Holding Statements and Q&As 组织陈述 以及 问&答
Fire/Explosion/Minor Injury 火灾/爆炸/轻微伤害 30
Food poisoning/Water contamination 食物中毒/水污染 34
Political Unrest 政治动乱 36
Rape 强奸 38
Bomb Threat 爆炸 恐吓 40
Epidemic/Infectious Disease 流行性疾病/传染病-禽流感 42
– Avian Influenza
Terrorism Reporting 恐怖主义报道 52
Web Logs网络日志 55
Media Log Sheet 媒体登记表 57
This Crisis Communications Manual, is an addendum to Inzone tourism group high-star hotels operation &development Administration Incident & Crisis Manual
Asia Pacific. It contains a set of procedures for the hotel PR Manager to guide him/her in communicating with the media during and after a crisis.
本危机公关手册致力于银座旅游集团高星级酒店发展部应对所属酒店危机事件及危机管理之准则，包括指导本部之所属酒店公共关系经理处理应对危机媒体公关以及危机后媒体公关的处理。
The PR Manager should familiarise himself/herself with the Crisis Communications procedure.
要求酒店公共关系经理必须熟知危机公关程序。
Please contact at tel: mobile: for further clarification.
如有任何疑问请致电银座旅游集团高星级酒店事业部公关联系人：xxx ：000000 手机000000
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 administrati