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Sound the Alarm:
Preparing Digital Crisis Communications Strategy
Colleen Brennan-Barry(@ColB)
Monroe Community CollegeRochester, NY
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These are the times that try men's souls. -Thomas Paine
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Image via channelweb.co.uk
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February 2, 2011• #snowpocalypse #snowmageddon • The 2011 Groundhog Day Blizzard• Antioch, IL: 27.0”
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Rochester, NY: 3.8”Annual average = 95.1”
WHY WASNT SCHOOL CANCELED TODAY!?! I almost died driving here!
School should be closed tomorrow because of snowstorm and bad weather conditions!! Will it be closed????
Why don't you EVER close??
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February 3, 2011
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Image via wallconvert.com
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Image via infomobile.com
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Image via dreamstime.com
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Image via istockphoto.com
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Crisis communications must have a regimented plan, yet be agile enough to handle the unanticipated.
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Image via 123rf.com
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Image via powerbookmedic.com
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So where do we go from here?
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Step One: Do your homework
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Image via blog.meegenius.com
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Ask.Image via istockphoto.com
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What is a “crisis”?
Image via streetwise.com
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Crises refine life. In them you discover what you are.
-Allan K. Chalmers
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Step Two: Assess your strengths
… & weaknesses
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Strength
Image via sodahead.com
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Weakness
Image via istockphoto.com
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Step Three: Build your basics
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Assess your needs
Image via amysheehan.net
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Set goals• Survive• Focus • Flex• Protect
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Select channels
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Top four channels used as primary crisis information sources:
-- 2009 Steering Committee of the EDUCAUSE Net@EDU Converged Communications Working Group
(CCWG) survey of 125 colleges/universities
•Email•SMS•Website•Social Media
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Image via http://kevin.lexblog.com/
Via social media:•Monitor conversation & gauge pubic opinion.•Manage & address accuracy of information.•Track developments for evaluation & prioritization.•Respond in real time as events evolve.
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Set processes
& workflows
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Plan the right voice for the right channels
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Remember: be humanImage via changingthewayyouwork.files.wordpress.com/
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Stay on message
Image via dafilmschool.files.wordpress.com
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Establish communications
guidelines•Be ready.•Be responsive.•Be real.
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Image via uxteam.com/
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Step Four: Fill your toolbox
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Strategy is your #1 tool
Image via istockphoto.com
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The hardware• The “red binder”• Web-enabled alert system • Redundant systems with geographic
diversity• Alternate “lite” homepage • Well-worn social media accounts• Messages & templates
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The soft-ware
• Crisis team• Extended team• ALL employees • Student champions
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“I love it when a plan comes together.”
Image via nbc.com
- Col. Hannibal Smith
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The personalware
• Smartphone or device• Pre-stocked links
• Mi-Fi• Saved scripts
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Step Five: Educate. Update.
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It ain’t over til
it’s over.- Lenny Kravitz
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The status is not … quo.
- Dr. Horrible
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Thank you.
Colleen Brennan-Barry @ColB