crisis communications in the realtime world
DESCRIPTION
Bad things happen to people and organizations, but how you respond during a crisis can enhance your reputation and often save your organization. You’ll find that the response often has more impact on your reputation than the event the precipitated the crisis.So is your business prepared to communicate effectively during a crisis? It needs to be. With today’s 24/7 media cycles and social media, you need a crisis plan. Preparation is key to ensuring that the way you react to and handle a crisis leads to a positive outcome. Having a crisis communications plan serves as an adjustable blueprint. Are you ready as leader to take the helm of the ship and guide it through the storm? We will discuss case studies and proven strategies for effective communications.TRANSCRIPT
Crisis Communications in the Real Time World
Ann Marie van den Hurk, APRMind The Gap Public Relations, LLC
www.mindthegappr.com
46% of businesses DO NOT
have a crisis management plan*
2011 Crisis Preparedness Study, Burson•Marsteller & Penn Schoen Berland, 2011
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
35% of businesses think they will rarely
need a plan.*
2011 Crisis Preparedness Study, Burson•Marsteller & Penn Schoen Berland, 2011
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
Yet, 79% say they are only 12 months from a
potential disaster.*
2011 Crisis Preparedness Study, Burson•Marsteller & Penn Schoen Berland, 2011
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
Only a third of businesses
have digital plans in place.*
2011 Crisis Preparedness Study, Burson•Marsteller & Penn Schoen Berland, 2011
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
Bad things happen to people & organizations
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
Dear @SouthwestAir - I know I'm fat, but was Captain Leysath really justified in throwing me off a flight for which I was already seated? @ThatKevinSmith - Feburary 13, 2010
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
How you react is how you will be remembered
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
Living in a 24/7 media cycle & widespread
social media use
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
The response time has been cut from 2 hours
to 20 minutes
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
Basic crisis communications
still applies
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
A crisis response team identified and trained
A list of key stakeholders to communicate with directly
A list of anticipated scenarios using the so-called SWOT analysis
Holding statements
Notification systems such as phone trees or email and text messaging groups
Monitoring services set-up
Blue Print
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
Tell the truth
Release only confirmed facts
Show concern
Defuse negatives
Remain calm
Provide newsworthy updates
Dos
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
Speculate
Overstate or understate
Talk “off the record”
Be thrown by hostile statement
Give exclusives to anyone
Place blame on someone else
Don’ts
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
Dealing the NegativeRespond quickly as you can
Be polite, respectful & level-headed
Correct inaccurate information
Communicate how is being done to address the concern & what are the next steps
Give away people can contact you offline
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
Take-a-way
Have a plan
Be monitoring the social media scape... blogs, Twitter, Facebook, Google+, LinkedIn before a crisis
Know & actively engage social media savvy staff
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
