Crisis Management: Keeping your cool when

everyone else is losing theirs

Scott O’ConnellNixon Peabody

Boston, MaModerator

When a problem becomes a crisis

Panel Members• Bruce Batista

Sherwin-Williams (Cleveland, OH)

• Sherrie Farrell Dykema (Detroit, MI)

• Michael Driscoll M&T Bank (Buffalo, NY)

• Steve WilligerThompson Hine (Cleveland, OH)

• Josh Keller Deutsch Kerrigan & Stiles (New Orleans, LA)

When is it a Crisis• Numbers affected• Severity of the injury• The exposure • Concurrent proceedings• Regulatory overlay• Assault to the core “brand”• Decided in the “Court of

Public Opinion”

“Houston: We have a problem”The First Signs of Trouble

• Consumer complaints• Accidents/injuries• Unfavorable press• Product recalls• Regulatory investigations• Whistleblower complaints• Social media chatter

The “Federal” Complaint Box

CPSC Recalls Application Program Interface (API) Information

Initial Considerations • Protect privilege• Assemble correct internal

and external team • Coordinate investigation and

response activities• Decide internal and external

communications• Identify “face of the

company” for communications

Crisis Communications:Getting outside the “Cone of Silence”

Effective Communication• “No Comment” is not an

option• Communicate regularly with

affected constituencies• Be honest and accurate-

don’t overstate the circumstances

• Take corrective action• Provide solutions to affected

parties

Social Media Strategy?

• Can the chatter be ignored?

• What is your goal?• What do you say?• When do you say it?• Who says it?

Concurrent Proceedings:Managing in Multi-Dimensions

• Regulatory actions• Criminal proceedings• Class action litigation

Concurrent Proceedings

Crisis Management: Be Prepared• Have a plan• Identify Educate and train your response

team• Cause your team to work together in

advance of a crises• Prepare the internal and external Media

Strategy• Identify the media communications

protocol• Identify the Important brand attributes that

you want to underscore by responsive actions

“Bleep”