Kriisiviestinnän toteutus suuryrityksen tuotantoyksikössä

Abstract

Opinnäytetyö on tehty suuren teollisuuslaitoksen tarpeisiin onnettomuus- ja muita poikkeustilanteita varten. Kriisinhallinta on organisaatioiden suunniteltua toimintaa poikkeustilanteiden varalle. Kriisiviestintä on osa kriisinhallintaa. Kriisinhallintaa ja kriisiviestintätoimia aiheuttavia kriisejä ovat mm. onnettomuudet, väkivaltaan perustuvat kriisit, talouskriisit, toimialakriisit sekä julkisuuskriisit. Kriisinhallinta vaatii ennakointia kaikkiin näihin mahdollisiin kriiseihin.

Opinnäytetyössä on kehitetty toiminnallisin menetelmin kohdeyrityksen tuotantoyksikön kriisiviestintäjärjestelmää – sekä kanavia. Työssä on tutkittu alan kirjallisuudesta teoriaa kriisinhallinnalle ja kriisiviestinnälle. Teorian tueksi työssä on tehty haastatteluja, joiden tarkoituksena on ollut perehtyä siihen, miten muut organisaatiot toteuttavat kriisiviestintää ja saada toisilta yrityksiltä ideoita oman kriisiviestintämallin luomiseksi.

Execution of crisis communication in a production unit of a large-scale company

The purpose of this thesis is to create a set of instructions for a large production unit, i.e. a steel plant, of a ‎major corporation. These instructions cover crisis management and consulta-tion in real situations. This thesis ‎has been written for accidents and other exceptional situa-tions in major manufacturing plant. By crisis ‎management we mean planned activities of or-ganizations in emergencies. Consultation in crisis is a part of ‎crisis management. Crisis situa-tions of this type are e.g. accidents, use of violence, and economic, sectoral and ‎publicity problems. Crisis management requires a preparedness in all these possible situations. ‎

A system of crisis consultation plus the needed channels have been developed by practical methods in the ‎company in questions. Theories of crisis management and consultation have been tested, based on published ‎literature. To test these theories, interviews have been or-ganized, to find out, how other organizations and ‎companies act in similar situations. Atten-tion has been paid to relevant actors within and outside the company in ‎question. Such actors are e.g. the personnel of the company and public authorities. A special consultation ‎model has been created, based on literature and interviews, for practical situations. ‎

Different types of crisis have been described in the thesis as well as the challenges they pose. For many, the ‎crisis management is something new. Therefore, various learning models are presented, the aim of which is to ‎help the personnel to act optimally in crisis. Particular in-structions are created for crisis managers as well as ‎those who participate in rescue opera-tions. Crisis managers are given a special communication card which will ‎facilitate their op-erations in practice. ‎

The most important risks and menaces are depicted in the thesis together with the models to manage these crises. ‎These instructions will be a part of a wider set crisis management handbook. There is a special focus on crises caused ‎by accidents. Other types of crises are also mentioned.‎