Crisis Communications & Social Media

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The principles and practices of crisis communications in the digital age, with a focus on social media

The principles and practices of crisis communications in the digital age, with a focus on social media

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  • 1. CRISIS COMMUNICATIONS & SOCIAL MEDIA Charlie Pownall Jakarta - September 2012
  • 2. What we’re going to discuss • • • • Changing crisis dynamics Crisis framework & approach Preparing for crises Responding to crises
  • 3. Changing crisis dynamics
  • 4. ‘Traditional’ crisis
  • 5. Business strategy crisis
  • 6. Supply chain crisis
  • 7. Marketing crisis
  • 8. Social media marketing crisis
  • 9. Employee crisis
  • 10. The role of social media Truth Half-truth Untruth
  • 11. A crisis is not a ‘crisis’ until…
  • 12. Crisis framework & approach
  • 13. Crisis communications framework Mitigate Recover Prepare Respond
  • 14. Preparing for crises
  • 15. 7 key steps to crisis readiness 1. 2. 3. 4. 5. 6. 7. Assess issues/vulnerabilities Identify stakeholders & channels Track conversations Develop crisis protocols Identify & train crisis team Prepare content & channels Build relationships Prepare
  • 16. Responding to crises
  • 17. Listen Respond
  • 18. Move fast Respond
  • 19. Gain reach & attention Respond
  • 20. Engage stakeholders Respond
  • 21. Invite dialogue & feedback Respond
  • 22. Be human Respond
  • 23. What not to do Respond
  • 24. Beware the long-tail Respond
  • 25. Conclusion • • • • • Ignore social media at your peril Take an integrated approach Prepare thoroughly Track assiduously Move fast!
  • 26. QUESTIONS? COMMENTS? SUGGESTIONS?
  • 27. CONNECT WITH ME: @cpownall charliepownall.com