International Summer University Program 2013 - Copenhagen Business
School
Crisis Communication and Social Media - A Simula...
INTRODUCTION
•Part I: BP oil spill crisis situation
•Part II: Media Training
•Part III: Social Media Training
•Part IV: Le...
OIL SPILL TIMELINE
BP OIL SPILL CRISIS
ANALYSIS
•Stakes faced by the White House
•Lack of public support
•Public protest against lack of acti...
EFFECT OF CRISIS ON
WHITE HOUSE
How did the crisis affect the white house reputation?
•Criticised for being over-optimisti...
COULD IT HAVE
BEEN PREVENTED?
NO
•Safety-measures cannot take everything into consideration
•Faulty crisis plan
Should it ...
PART II
MEDIA TRAINING
MEDIA TRAINING
Assesment of performance
•Hard to know what topics questions
were about
•more prepar...
QUESTIONS ASKED
BY WHITE HOUSE
Q BBC: How come you took BP’s perspective?
They did something to stop it, but what about
pr...
QUESTIONS ASKED
BY WHITE HOUSE
Q Local Stakeholders: Now, years after the crisis,
how do feel BP has handled the situation...
ASSESMENT OF
OTHER
STAKEHOLDERS
•Generally good answers
•Other groups were also struck by the diversity of the
questions
•...
PART III
SOCIAL MEDIA
SOCIAL MEDIABP’s reaction via social media
•Emphasis on CSR, clean-up and
“sunshine-stories”
•Focus ...
PART IV
LEARNING OUTCOME
LEARNING OUTCOME
•How important proper crisis communication is
•Your chosen focus areas might be ...
LEARNING
OUTCOME
•Highlights importance of proper crisis management
•For every media reaction, there is a social media ove...
REFERENCES
http://www.bbc.co.uk/news/world-us-canada-11489960
ARTICLES
BOOKS
Anthonissen, P. (ed.) 2008 Crisis Communicati...
THANKYOU
BY:
Christian Tellefsen, Student CBS, CMO at PengChengLiuXue.cn,
tellef_c
Betty Tsakarestou, Assistant Professor,...
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  1. 1. International Summer University Program 2013 - Copenhagen Business School Crisis Communication and Social Media - A Simulation Game Learning Experience Crisis Communication and Social Media - A Simulation Game Learning Experience
  2. 2. INTRODUCTION •Part I: BP oil spill crisis situation •Part II: Media Training •Part III: Social Media Training •Part IV: Learning outcomes
  3. 3. OIL SPILL TIMELINE
  4. 4. BP OIL SPILL CRISIS ANALYSIS •Stakes faced by the White House •Lack of public support •Public protest against lack of action •Barack Obama not being re-elected •Undermining of actual power over companies
  5. 5. EFFECT OF CRISIS ON WHITE HOUSE How did the crisis affect the white house reputation? •Criticised for being over-optimistic •Criticised for neglecting amout of oil pouring out •Neglecting worst-case scenario •Too much focus on keeping locals happy
  6. 6. COULD IT HAVE BEEN PREVENTED? NO •Safety-measures cannot take everything into consideration •Faulty crisis plan Should it have been prevented? •Of course! •Learning by doing and even more emphasis on safety has to be implemented
  7. 7. PART II MEDIA TRAINING MEDIA TRAINING Assesment of performance •Hard to know what topics questions were about •more preparation needed •Responses to unexpected question was referenced to commision report
  8. 8. QUESTIONS ASKED BY WHITE HOUSE Q BBC: How come you took BP’s perspective? They did something to stop it, but what about preparing for it? What is your opinion about the cost- savings, that some claim is the reason to this accident? Q BP Media: Can you comment on the critism of your company and the cost-savings? Who’s responsible for this incident? Are you ready to take the full responsibility for this? Also years from now? Q BP Social Media: You mostly focus on your own efforts via the social media, have you not thought of paying some gratitude towards the Americans who offered their lives in this case?
  9. 9. QUESTIONS ASKED BY WHITE HOUSE Q Local Stakeholders: Now, years after the crisis, how do feel BP has handled the situation? Do you feel compensated? Do you feel that the American government has been supporting you all the way? Been on your side? Do you have hope for the future? And feel secured that BP will be at your sides? Q Sierra Club: Have you felt safe negotiating with us? We are willing to learn. What is your view on BP’s compensation? Do you think the American Government has been pushing enough?
  10. 10. ASSESMENT OF OTHER STAKEHOLDERS •Generally good answers •Other groups were also struck by the diversity of the questions •Well-prepared and good “acting”
  11. 11. PART III SOCIAL MEDIA SOCIAL MEDIABP’s reaction via social media •Emphasis on CSR, clean-up and “sunshine-stories” •Focus on new safety features •Engaging consumer at their level
  12. 12. PART IV LEARNING OUTCOME LEARNING OUTCOME •How important proper crisis communication is •Your chosen focus areas might be irrelevant •Take EVERYTHING into consideration •Engage people at their own level •Use the situation to your own advantage
  13. 13. LEARNING OUTCOME •Highlights importance of proper crisis management •For every media reaction, there is a social media overreaction
  14. 14. REFERENCES http://www.bbc.co.uk/news/world-us-canada-11489960 ARTICLES BOOKS Anthonissen, P. (ed.) 2008 Crisis Communication: Practical PR Strategies for Reputation Management and Company Survival, Kogan Page. (200 pages) Umer, R., Sellnow, T., and Seeger, M. 2010. Effective Crisis Communication: Moving from Crisis to Opportunity. Sage Publications (260 pages). White, C. 2011, Social Media, Crisis Communication and Emergency Management: Leveraging Web 2.0 Technologies. CRC Press (330 pages) - Exercises included. Smith, D. and Elliott, D. 2006. Crisis Management. Systems and Structures for Prevention and Recovery. Routledge.
  15. 15. THANKYOU BY: Christian Tellefsen, Student CBS, CMO at PengChengLiuXue.cn, tellef_c Betty Tsakarestou, Assistant Professor, Department of Communication, Media and Culture at Panteion University, Greece and twitter account (@tsakarestou)
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