Worst-case scenario: a communications plan can avert disaster.

• Author: Kinder, Peri
• Position: Crisis Communications

At the height of the 2010 BP oil spill in the Gulf of Mexico, Salt Lake City Communications Director Karen Hale received a phone call telling her the city was experiencing its own oil crisis. Tens of thousands of ' gallons of crude oil were flowing into Red Butte Creek, contaminating waterways, endangering wildlife and putting the public at risk. Hale knew residents needed to be alerted to the situation, the media had to be contacted, Chevron officials needed get on the scene and city officials had to go into full crisis mode.

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Luckily, there was a plan.

"When you get a call that there's an oil spill in Salt Lake, it just doesn't register," Hale says. "With any kind of disaster, it takes you by surprise, so having tools at hand and in place makes a huge difference."

The city's crisis communications plan had been devised long before it was implemented during the oil spill. And just like actors in a movie, each person involved followed their script to ensure the emergency was handled effectively.

City leaders met at the public safety building to gather information and decide what would happen next. Phone numbers were activated so the media and public could call and get information. A press conference was set up and the media alerted. Reverse 911 calls went to residents living near the creek and, before the weekend was over, volunteers were passing out flyers, inviting residents to a town meeting to discuss the oil spill.

Officials kept in constant contact with Chevron, sharing and receiving information that was used to expedite a solution to the situation, and Chevron immediately pledged to take full responsibility for the leak, bringing in crews from outside Utah to clean up the affected areas.

Salt Lake City already had social media sites in place and these pages were utilized to send information to the public. Information was disseminated regarding temporary lodging for those evacuated from their homes, the health risks of the spill, the extent and cause of the leak, and regular updates to the community.

The crisis communications plan for the city involved leaders from almost every department. Public services, the city attorney, economic development, the mayor's office, emergency services and public utilities were departments heavily affected by the spill. And they each had a role in creating successful communications.

Regularly, city officials participate in workshops and seminars to stay up on the latest developments in crisis communications. The city holds regular drills and revises the plan frequently when new situations arise or technology is updated.

Josh Ewing is an expert when it comes to developing...