F. Crisis Communication

Having relationships with key opinion leaders before a crisis can help diminish negative responses. Priesthood leaders and Church communication councils should work together to respond to a crisis with the support of area and headquarters resources.

When a crisis strikes, alert your ecclesiastical first contact and communication director for support. Coordinating council communication directors (CCCDs) and Area Seventies should work with the area communication director to obtain support and legal guidance from Church headquarters.

As priesthood leaders and communication directors build strong relationships, they can facilitate the successful handling of crisis communication. You can prepare for possible crises by requesting spokesperson training from your communication director. Your director can also provide internal and external messaging assistance during a crisis.

Remember that the Spirit will assist you in responding to crises. Follow Jesus Christ’s example in your interactions with others—including during a crisis. His example can guide your efforts.

The following information can assist you during times of crisis.

Before a disaster strikes, having relationships with local governments, nonprofit organizations, and first responders is beneficial. This includes law enforcement personnel, critical members of the medical community, and so on.

It is also helpful to have relationships with schools or other community facilities that may be able to help shelter disaster relief volunteers.

During a natural disaster, communication support includes outreach to opinion leaders, nonprofit organizations, and media to share information about Church relief efforts and resources.

Legal issues that involve the Church or its members sometimes arise. Our communication regarding these issues should always be honest, true, straightforward, and compassionate.

Examples may include charges of abuse or other serious crimes by members of the Church. Examples may also include situations where Latter-day Saints are victims of serious crimes. In such cases, the safety and well-being of the victims is a priority and should be stated.

In many instances, the legal issue in question is not a “Church” issue—the case may involve Church members but has nothing to do with their official capacity or calling, did not occur during Church activities, and so on.

When priesthood leaders in the United States and Canada are aware of highly sensitive incidents that might draw media attention, they should contact the Church’s Office of General Counsel at 1-800-453-3860, extension 2-6301. Outside the United States and Canada, the priesthood leader should contact the Area Legal Counsel for his area.

• After contacting legal counsel, notify your ecclesiastical first contact and communication director.

• Your communication director can assist you by:

  • Interacting with the media after receiving clearance from the Office of General Counsel or the Area Legal Counsel with clear instructions and an official statement from the Church Communication Department.

  • Helping journalists understand why the Church chooses not to comment on a non-Church-related issue.

  • Distributing media statements when needed.

• Alert local law enforcement about any crimes involving Church facilities.

• After a serious incident has been controlled, report it to leaders and the Church’s 24-hour Global Security Operations Center (1-801-240-2661; toll-free: 1-844-537-7000).

• Your communication director can assist you by:

  • Notifying the area communication director, who can seek support as needed.

  • Providing approved statements while referring further media requests to law enforcement.

• Priesthood leaders and communication councils can provide compassionate assistance to affected member families of high-profile deaths.

• Your communication director can assist you by:

  • Working with the family to respond to media inquiries.

  • Coordinating with the media regarding the funeral.

  • Communicating Church doctrine to the media as appropriate.

• Communicate with the mission president and Area Seventy about incidents involving missionaries.

• Your communication director can assist you by:

  • Responding to media inquiries while protecting the privacy of missionaries and their families.

  • Working with an appointed family spokesperson.

  • Sharing official statements approved by Church headquarters.

  • Communicating Church doctrine, as appropriate.

On rare occasions, Church membership councils garner media attention. Work with your area communication director, who will consult with the Church Communication Department for guidance.