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

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  • Crisis Communications & Social Media

    1. 1. CRISIS COMMUNICATIONS & SOCIAL MEDIA Charlie Pownall | CPC & Associates JAKARTA | September 2012
    2. 2. What we’re going to discuss ̷ Changing crisis dynamics ̷ Crisis framework & approach ̷ Responding to a crisis ̷ Preparing for crises 2© 2015 CPC & Associates . All rights reserved
    3. 3. Changing crisis dynamics
    4. 4. Truth Half-truth Untruth The role of social media 11© 2015 CPC & Associates . All rights reserved
    5. 5. A crisis is not a ‘crisis’ until… 12© 2015 CPC & Associates . All rights reserved
    6. 6. Crisis framework & approach
    7. 7. Crisis communications framework Mitigate Prepare Respond Recover 14© 2015 CPC & Associates. All rights reserved
    8. 8. Social media risks LEGAL OPERATIONALREPUTATIONAL Mitigate 15© 2015 CPC & Associates. All rights reserved
    9. 9. Responding to a crisis
    10. 10. Listen, listen, listen Respond 17© 2015 CPC & Associates. All rights reserved
    11. 11. Move fast Respond 18© 2015 CPC & Associates. All rights reserved
    12. 12. Demonstrate the facts Respond 19© 2015 CPC & Associates. All rights reserved
    13. 13. Gain reach & attention Respond 20© 2015 CPC & Associates. All rights reserved
    14. 14. Engage stakeholders Respond 21© 2015 CPC & Associates. All rights reserved
    15. 15. Invite dialogue & feedback Respond 22© 2015 CPC & Associates. All rights reserved
    16. 16. Retreat & resolve Respond 23© 2015 CPC & Associates. All rights reserved
    17. 17. What not to do Respond 24© 2015 CPC & Associates. All rights reserved
    18. 18. Beware the long-tail Respond 25© 2015 CPC & Associates. All rights reserved
    19. 19. Conclusion ⁄ Ignore social media at your peril ⁄ Take an integrated approach ⁄ Prepare thoroughly ⁄ Track assiduously ⁄ Move fast! 26© 2015 CPC & Associates . All rights reserved
    20. 20. 27 THANK YOU CPC & Associates 3/F Nam Wo Hong Building 148 Wing Lok Street Hong Kong cp@charliepownall.com +852 6013 6201 charliepownall.com @cpownall charliepownall.com© 2015 CPC & Associates. All rights reserved
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