we're gonna need a bigger boat
DESCRIPTION
Crisis communication presentation for the HighEdWeb Florida regional 22 April 2013.TRANSCRIPT
We’re Gonna Need a Bigger BoatWeb Communication Before, During and After a Crisis
Tonya Oaks Smith HighEdWeb Florida 22 April 2013
#hewebFL @marleysmom
Monday, April 22, 13
Flickr photo by SchizoDelightMonday, April 22, 13
Flickr photo by Bird EyeMonday, April 22, 13
Flickr photo by TelemalMonday, April 22, 13
Flickr photo by jonathon_simon Monday, April 22, 13
JAWS
Monday, April 22, 13
On the Agenda...
• Who am I?
• Who are you?
• What is a crisis?
• What can we do before crisis?
• What can we do during crisis?
• What can we do after crisis?
Monday, April 22, 13
@marleysmom
Kittenshark by @radiofreegeorgyMonday, April 22, 13
Photo by @shelleykeith
Who are you?
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What is a Crisis?
An organizational crisis is a specific, unexpected and nonroutine event or series of events that create high levels of uncertainty and simultaneously present an organization with both opportunities and threats to its high-priority goals.
- 2011, Ulmer, Sellnow & Seeger
http://en.wikipedia.org/wiki/File:Crisi-tunity.png
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Specific, unexpected, nonroutine?
Offers opportunity?
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Flickr photo by Doug88888
Surprise!
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Flickr photo by donnagrayson
Threat or opportunity?
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Don’t say you’re starving. You’re not. Children in
Africa are starving. You’re
just hungry. @bekahsayshey
Perspective
Marley photo by @bootsmcMarley photo by @bootsmc
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What qualifies
as a crisis?
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Your star quarterback comes down the flu and has to miss a game.
http://www.flickr.com/photos/51438986@N07/5019396750/Flickr photo by naturalhomecures34
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Specific, unexpected, nonroutine?
Offers opportunity?
Monday, April 22, 13
A dorm burns down, forcing many students to find new
housing in the middle of finals.
http://www.flickr.com/photos/3abr/2376313418/Flickr photo by Abdullah AlSaeed
Monday, April 22, 13
Specific, unexpected, nonroutine?
Offers opportunity?
Monday, April 22, 13
A dean at your college travels extensively out of the country and you find he’s been filing expense
reports twice for each trip. Flickr photo by ksbuehler
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Specific, unexpected, nonroutine?
Offers opportunity?
Monday, April 22, 13
Real crises...
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Flickr photo by jptully85
Rudy Giuliani and 9/11
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Flickr photo by Talk Radio News Service
BP spill and Tony Hayward
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Photo from The New York Times
Horace Mann and abuse
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http://t3chgeek.wordpress.com/2008/10/27/uca-update/
UCA and campus shooting
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Amity Island and the shark
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Flickr photo by bennettdesigns
Answer. It. Now.
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What do we do to take advantage of the opportunity
inherent in crisis?
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The book
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Before
Accept that crisis is quick and unexpected and that the threat of a crisis is relative.
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Before
Determine goals and develop good intentions prior to a crisis.
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Before
Engage in simulations and training.
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Before
Develop strong, positive relationships with primary and secondary stakeholders and a positive organizational reputation.
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Before
Establish effective organizational leadership.
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During
Communicate early about crisis, acknowledge if you do not know something, and
then promise to stay in contact.
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During
Do not attempt to deny or cover up crisis. Be open and honest.
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During
Avoid certain or absolute answers to the public and media unless you are sure.
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During
Build a case for who responsible for the crisis and why - if it’s not you.
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During
Accept that your stakeholders - including members of the media - are your
partners in managing crisis.
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During
Listen to your stakeholders. Cooperate with them and work to build consensus.
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During
Do not overassure stakeholders about crisis impact.
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During
Help the public with advice about how they can help themselves.
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During
Ensure that your organizational leadership is visible and adaptable.
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After
Be prepared to question how your organization thinks about and conducts business.
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After
Acknowledge that positive things can come from crises.
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After
Look for and cultivate opportunities for organizational renewal.
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After
Generate support from stakeholder groups for change in an organization.
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After
Evaluate crisis response and adapt future responses to make improvements.
Monday, April 22, 13
Amity Island and the shark
Monday, April 22, 13
Before
http://www.flickr.com/photos/34517293@N05/4522289200/
Flickr photo by Julius Pascua
Before
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During
Flickr photo by erik neufurth
During
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After
Flickr photo by Quernus Crafts
After
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Marley photo by @bootsmc#dolesswrong S/O @bpmore and @carriehphillips
It all comes down to this...
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