Crisis communication // in a digital world.
1. #PP11September, 2011
version 1.0
[email protected] & [email protected]
zondag 11 september 11
Introduction
zondag 11 september 11
• a digital consulting company, working for European clients
• founded in 2009 by Jo Caudron
• our mission is to help find a new balance between the certainties of your traditional business and the opportunities of innovations in (digital) media
• our scope is everything in the digital space, with focus on social, mobile, tablets, location, connected TV, new radio, ...
• We work for large European clients
zondag 11 september 11
Jo Caudron
• Founding Partner of Dear Media (www.dearmedia.be)
• Active in interactive since 1993 as (co-)founder of Dear Media, ONE Agency, theOriginals, tvAgency, xCA, The Reference, ...)
• Media thinker, innovator & strategist
• Interested in all things digital, social & mobile, new media & connected TV
• Consultant, Entrepreneur, Speaker, Writer
• Vice-President IAB Belgium
• Contact
• http://jocaudron.me (for the personal stuff)
• http://www.linkedin.com/in/jocaudron (for the business stuff)
• www.twitter.com/jcaudron (for my technology newsfeed)
zondag 11 september 11
To get this started...
• Who is using?
- Facebook, Netlog, ...
- Google+
- LinkedIn, Plaxo
- LBS
- Augmented Reality
• Who is using?
- an iPhone (2G, 3G, 3Gs, 4G)
- an Android
- a Blackberry
- a Nokia, Samsung, Sony Ericsson, ...
- a tablet (iPad 1, iPad 2, Android, ...)
zondag 11 september 11
Whenever something happens today...Normal people break the news through social media. They are ‘accidental journalists’.
zondag 11 september 11
Whenever something happens today...Normal people break the news through social media.They are ‘accidental journalists’.
zondag 11 september 11
Whenever something happens today...Eyewitnesses report live IN the moment using new tools (smartphones, flipcams,...) and channels (social)
zondag 11 september 11
#PP11 The Twitter
Eruption
zondag 11 september 11
Types of messages, and how they appeared
Horror Stories
Reports
Help in/out
Opinions
Echo
Directives
Mourn
Checklists
zondag 11 september 11
Help in/out
zondag 11 september 11
Help in/out
zondag 11 september 11
@netlash, @lamazone,@joke, @fdgraeve, @patrickdewitte
Echo
zondag 11 september 11
Help in/out
zondag 11 september 11
Looking for new roles
zondag 11 september 11
Emergency service individuals took initiatives
zondag 11 september 11
Media were operating in a matrix
traditional, slow, checked sources, depth, craftsmanship, destination
new, fast, accidental journalism,
width, am
ateurs, stream
zondag 11 september 11
Media were more human
zondag 11 september 11
Media went underground
RIADH BAHRI (@Riadh_B), Terzake
zondag 11 september 11
Magazines became newspapers
zondag 11 september 11
Conclusions
zondag 11 september 11
CRISIS “GOVERNMENT”
“PUBLIC”
“MEDIA”
“VICTIMS”
“ORGANIZATION”“EMERGENCY
SERVICES”
zondag 11 september 11
CRISIS “GOVERNMENT”
In social they all have an equal voice // They are all involved in the same processes
“PUBLIC”
“MEDIA”
“VICTIMS”
“ORGANIZATION”“EMERGENCY
SERVICES”
zondag 11 september 11
CRISIS “GOVERNMENT”
In social they all have an equal voice // They are all involved in the same processes
Aggregation, curation Distribution & amplificationCreation
“PUBLIC”
“MEDIA”
“VICTIMS”
“ORGANIZATION”“EMERGENCY
SERVICES”
zondag 11 september 11
A lot of people where shouting to even more peopleThe power of social got lost in the noise of the crowds
How can we turn the power of social into a constructive mechanism?
zondag 11 september 11
Consequences
• Media cannot break the news any longer. They lost the power of the scoop.
• The imagery is no longer controlled by media or any other official organizations.
• Everyone is shouting at the same level: victims, public, government, emergency services, ...
• But there’s still a need for ‘official’ communication in order to:
- avoid wrong information
- guide and help
- provide opinion/context
• Basically: we need to turn the power of social into a constructive mechanism
zondag 11 september 11
Crisis communication // in a digital world.
2. Looking for a model that worksSeptember, 2011
version 1.0
[email protected] & [email protected]
zondag 11 september 11
Looking for a model that works...
“It’s only a model”
zondag 11 september 11
A lot of people where shouting to even more peopleThe power of social got lost in the noise of the crowds
How can we turn the power of social into a constructive mechanism?
zondag 11 september 11
During a crisis, everybody’s talking...
zondag 11 september 11
CRISIS “GOVERNMENT”
In social they all have an equal voice // They are all involved in the same processes
Aggregation, curation Distribution & amplificationCreation
“PUBLIC”
“MEDIA”
“VICTIMS”
“ORGANIZATION”“EMERGENCY
SERVICES”
zondag 11 september 11
Aggregation, curation Distribution & amplificationCreation
MEDIA
zondag 11 september 11
Aggregation, curation Distribution & amplificationCreation
MEDIA
>> Qualitative, live & integrated reporting <<
zondag 11 september 11
Aggregation, curation Distribution & amplification
“Traditional” gathering
Curate & follow
Monitor
Journalists in the fieldOfficial press channels
Other (press) sources: competitors, government,
emergency services, ...
VictimsFamilyPublic
Creation
MEDIA
>> Qualitative, live & integrated reporting <<
zondag 11 september 11
Aggregation, curation Distribution & amplification
“Traditional” gathering
Curate & follow
Monitor
Journalists in the fieldOfficial press channels
Other (press) sources: competitors, government,
emergency services, ...
VictimsFamilyPublic
Creation
“Traditional” channels
Streams
Curated pages
Radio, tv, email,...Website, apps,...
Social media accounts(official & ‘personalized’ accounts)
Owned destinations with embedded & curated streams of content
MEDIA
>> Qualitative, live & integrated reporting <<
zondag 11 september 11
Aggregation, curation Distribution & amplification
“Traditional” gathering
Curate & follow
Monitor
Journalists in the fieldOfficial press channels
Other (press) sources: competitors, government,
emergency services, ...
VictimsFamilyPublic
Creation
“Traditional” channels
Streams
Curated pages
Radio, tv, email,...Website, apps,...
Social media accounts(official & ‘personalized’ accounts)
Owned destinations with embedded & curated streams of content
MEDIA
>> Qualitative, live & integrated reporting <<
RT
zondag 11 september 11
Aggregation, curation Distribution & amplification
“Traditional” gathering
Curate & follow
Monitor
Journalists in the fieldOfficial press channels
Other (press) sources: competitors, government,
emergency services, ...
VictimsFamilyPublic
Creation
“Traditional” channels
Streams
Curated pages
Radio, tv, email,...Website, apps,...
Social media accounts(official & ‘personalized’ accounts)
Owned destinations with embedded & curated streams of content
MEDIA
>> Qualitative, live & integrated reporting <<
Reason of existence
RT
zondag 11 september 11
EMERGENCYSERVICES
Aggregation, curation Distribution & amplificationCreation
zondag 11 september 11
EMERGENCYSERVICES
>> Streamlined emergency ‘directives’ via social <<
Aggregation, curation Distribution & amplificationCreation
zondag 11 september 11
MonitorVictims EMERGENCYSERVICES
>> Streamlined emergency ‘directives’ via social <<
Aggregation, curation Distribution & amplificationCreation
zondag 11 september 11
MonitorVictims EMERGENCYSERVICES
>> Streamlined emergency ‘directives’ via social <<
Aggregation, curation Distribution & amplificationCreation
“Traditional” channels
MediaGovernmentOrganizationOwn websites
Streams
Social media accounts- individual accounts- local accounts- event accounts- centralized crisis account (created by government)
zondag 11 september 11
MonitorVictims EMERGENCYSERVICES
>> Streamlined emergency ‘directives’ via social <<
Live information & feedback from the field
Aggregation, curation Distribution & amplificationCreation
“Traditional” channels
MediaGovernmentOrganizationOwn websites
Streams
Social media accounts- individual accounts- local accounts- event accounts- centralized crisis account (created by government)
zondag 11 september 11
GOVERN-MENT
ORGANI-ZATION
Aggregation, curation Distribution & amplificationCreation
zondag 11 september 11
GOVERN-MENT
>> Official, transparent communication <<
ORGANI-ZATION
Aggregation, curation Distribution & amplificationCreation
zondag 11 september 11
“Traditional” gathering
Curate & follow
Input via emergency services, press &
(organization)
Emergency servicesOrganization
GOVERN-MENT
>> Official, transparent communication <<
ORGANI-ZATION
Aggregation, curation Distribution & amplificationCreation
zondag 11 september 11
“Traditional” gathering
Curate & follow
Input via emergency services, press &
(organization)
Emergency servicesOrganization
“Traditional” channels
Streams
Press channelsOwn sites
Social media accounts- official crisis account
GOVERN-MENT
>> Official, transparent communication <<
ORGANI-ZATION
Aggregation, curation Distribution & amplificationCreation
zondag 11 september 11
“Traditional” gathering
Curate & follow
Input via emergency services, press &
(organization)
Emergency servicesOrganization
“Traditional” channels
Streams
Press channelsOwn sites
Social media accounts- official crisis account
GOVERN-MENT
>> Official, transparent communication <<
ORGANI-ZATION
Aggregation, curation Distribution & amplificationCreation
RT
zondag 11 september 11
“Traditional” gathering
Curate & follow
Input via emergency services, press &
(organization)
Emergency servicesOrganization
“Traditional” channels
Streams
Press channelsOwn sites
Social media accounts- official crisis account
GOVERN-MENT
>> Official, transparent communication <<
ORGANI-ZATION
Streamlined, authorized official communication
Aggregation, curation Distribution & amplificationCreation
RT
zondag 11 september 11
VICTIMSPUBLIC
Aggregation, curation Distribution & amplificationCreation
zondag 11 september 11
VICTIMSPUBLIC
>> Being involved <<
Aggregation, curation Distribution & amplificationCreation
zondag 11 september 11
VICTIMSPUBLIC
>> Being involved <<
“Traditional” gathering
StreamsGovernment
Official Crisis Account
Media Aggregated
Streams
MediaGovernment
Aggregation, curation Distribution & amplificationCreation
zondag 11 september 11
VICTIMSPUBLIC
>> Being involved <<
Social media accounts- personal accountsStreams
“Traditional” gathering
StreamsGovernment
Official Crisis Account
Media Aggregated
Streams
MediaGovernment
Aggregation, curation Distribution & amplificationCreation
zondag 11 september 11
VICTIMSPUBLIC
>> Being involved <<
Social media accounts- personal accountsStreams
“Traditional” gathering
StreamsGovernment
Official Crisis Account
Media Aggregated
Streams
MediaGovernment
Aggregation, curation Distribution & amplificationCreation
zondag 11 september 11
VICTIMSPUBLIC
>> Being involved <<
Social media accounts- personal accountsStreams
‘Faster’ (lifesaving) information
“Traditional” gathering
StreamsGovernment
Official Crisis Account
Media Aggregated
Streams
MediaGovernment
Aggregation, curation Distribution & amplificationCreation
zondag 11 september 11
1. Government has to create unique and official crisis accounts in social media. These accounts/pages contain official curated & aggregated information from the government and the emergency services.
2. Media need to become gatekeepers of the social stream and create dedicated, curated newspages with both ‘traditional’ & ‘social’ content.
Result:
People get a qualitative selection of aggregated & curated content, coming from traditional sources & social streams. They can help amplifying these official channels, instead of unverified noisy channels.
Victims & family find fast, social ‘directives’.
// Summary
zondag 11 september 11
People should better not track all messages from certain hashtags, listen to all messages in the stream and amplify the noise
zondag 11 september 11
MEDIA
Aggregated, qualified stream(traditional news, stuff from the stream
emotions, ...)
Aggregated, qualified stream(official communication,
directives from emergency services, ...)
GOVERNMENT/ORG
zondag 11 september 11
TOOLKIT ROLES SKILLS
All stakeholders need a toolkit to monitor & respond on social channels.
All stakeholders need to define specific and dedicated roles, ownerships, responsibilities and clear processes.
All stakeholders need to understand the dynamics, advantages and disadvantages of social media.
All stakeholders need basic operational skills to integrate social in their role.
All stakeholders need curation & aggregation skills.
NEEDS FOR ALL STAKEHOLDERS
zondag 11 september 11
twitter.com/DearMedia // twitter.com/jcaudron // twitter.com/dadovanpeteghem
facebook.com/DearMedia
youtube.com/DearMedia
slideshare.com/DearMedia
linkedin.com/in/JoCaudron // linkedin.com/in/DadoVanPeteghem // linkedin.com/in/FlorencePeres
DearMedia,
zondag 11 september 11
Crisis communication // in a digital world.
September, 2011version 1.0
[email protected] & [email protected]
zondag 11 september 11