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Crisis Communications & Social Media
 

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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    Crisis Communications & Social Media Crisis Communications & Social Media Presentation Transcript

    • CRISIS COMMUNICATIONS & SOCIAL MEDIA Charlie Pownall Jakarta - September 2012
    • What we’re going to discuss • • • • Changing crisis dynamics Crisis framework & approach Preparing for crises Responding to crises
    • Changing crisis dynamics
    • ‘Traditional’ crisis
    • Business strategy crisis
    • Supply chain crisis
    • Marketing crisis
    • Social media marketing crisis
    • Employee crisis
    • The role of social media Truth Half-truth Untruth
    • A crisis is not a ‘crisis’ until…
    • Crisis framework & approach
    • Crisis communications framework Mitigate Recover Prepare Respond
    • Preparing for crises
    • 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
    • Responding to crises
    • Listen Respond
    • Move fast Respond
    • Gain reach & attention Respond
    • Engage stakeholders Respond
    • Invite dialogue & feedback Respond
    • Be human Respond
    • What not to do Respond
    • Beware the long-tail Respond
    • Conclusion • • • • • Ignore social media at your peril Take an integrated approach Prepare thoroughly Track assiduously Move fast!
    • QUESTIONS? COMMENTS? SUGGESTIONS?
    • CONNECT WITH ME: @cpownall charliepownall.com