Transcript LUNCHEON Three Mile Island DeSantis

Crisis Communications:
The
Lesson
of
Three
Mile
Island
Unit 2
Presentation to the National REP Conference
Ralph DeSantis, TMI Communications Manager
Where were you on March 28, 1979?
“We have a
radiation
emergency
at Unit 2
and it’s
serious.”
Meltdown of Public Trust
Lack of:
• Adequate Emergency
Plans
• Crisis
Communications Plans
• Conflicting and
Confusing Information
Unique Aspects of TMI Accident
• Magnitude of emergency
• Lack of knowledge about
radiation
• Prolonged time of crisis
development
• Media inexperience with
nuclear energy
• Multiple sources of
information
Company & Government Not
Prepared for Media Onslaught
Company & Government Not
Prepared for Media Onslaught
•
•
•
•
•
300-400 reporters on scene
Overall complexity of event
Skepticism
Demand for immediate news
Growing understanding often
mistaken for cover-up
• “What if” questions
• “Maybe” answers
Information Voids Will
Be Filled
• Constantly changing
story
• Wide variety of
sources sought
• Conflicting messages
led conclusion media
was problem
Multiple Sources of Information
•
•
•
•
Utility
State
Federal agencies
Individuals and interest
groups
• Media
• Best information:
source/site
What you need to learn from
TMI
• Don’t become complacent
• Assure accurate, complete
and timely information
• Prepare systematic Public
Information program
• Place credible source in front
• Recognize beliefs, emotions
and politics color perceptions
Credible spokespersons are:
 Competent
 Informed
 Convey facts
 Easy to understand terms
 Cognizant
 Be at the scene
 Address real and
potential off-site
consequences
Spokesperson
Guidelines:
 Be Candid
 Admit uncertainties
 Act on best estimate
of situation
 Be Non-Judgmental
 Refrain from making
“value judgments”
 Don’t point fingers
 Maintain Credibility
 Don’t speculate
 Be accurate, honest
and reasonable
Impact of the TMI-2 Accident
Negative Impacts
• No new nuclear
power plants ordered
in U.S. since 1979
• Increased public
concern over nuclear
power
Impact of TMI-2 Accident
Positive Impacts:
• Comprehensive and
coordinated emergency plans:
–
–
–
–
nuclear plant
municipal
county
state
• Dedicated emergency facilities
• Trained emergency responders
Positive Impacts of TMI-2 Accident The Lessons Learned
• Crisis communications plans
• Trained spokespeople
• Joint Public Information
Center
Positive Impacts of TMI-2 Accident The Lessons Learned
• Much improved safety
performance of nuclear
plants through better training
• Single-minded attention to
the operation of nuclear
plants
• Improved operational
performance of nuclear
power plants
Questions