Does your organisation have a crisis communication plan in place?<br />
Do you know who to talk to when a crisis strikes?<br />
A crisis may not be avoidable ...making a mess of crisis communication is<br />@gavinmoffat / puruma / unleashing / potent...
What is a crisis?<br />
What is a crisis?<br />An unexpected occurrence, developing at an ever-increasing rate of destruction that would rapidly d...
Characteristics of a crisis<br />Its unexpected<br />Threatens future existence of brand<br />Ever increasing spiral of br...
Characteristics of a crisis<br />Creates havoc with financial viability of brand<br />Time limited event – it will have an...
Categories of a crisis<br />Industrial disaster<br />Economic attack<br />Equipment or plant breakdown<br />Criminal attac...
Categories of a crisis<br />Reputation<br />Legal<br />Acts of God<br />Regulatory<br />Health / staff<br />
puruma 9 step crisis communications program<br /> - in 9, easy to remember steps<br />
Start Monitoring Now<br />Step 1<br />Know where you stand<br />Benchmark<br />
Plan for the worst<br />Step 2<br />Scenario planning<br />Vulnerability assessment<br />
Crisis team<br />Step 3<br />R&R<br />Contact sheet<br />Chain of command<br />Legal<br />Spokespeople<br />
Prepare<br />Step 4<br />Channels<br />Content providers<br />Dark website / blog<br />Collaboration<br />No time in the m...
Empower<br />Step 5<br />Drill<br />Train<br />Test<br />
Content<br />Step 6<br />Messages<br />King<br />Timeous<br />FAQs / facts<br />Drawer stuff<br />Crib sheet<br />
Crisis Hits<br />Step 7<br />Press go<br />Pull our the plan<br />Stuff happens<br />
Respond<br />Step 8<br />Be human<br />Engage<br />
Wrap up<br />Step 9<br />Pulse of customers<br />Evaluate<br />Revise<br />
Take note<br />Leading cause of a crisis is the arrogance of top management<br />Market leader visibility has a price<br /...
Take note<br />
Take note<br />
Managing a crisis that builds the brand – not destroys it<br />
Managing a crisis that builds the brand – not destroys it<br />
Managing a crisis that builds the brand – not destroys it<br />
Managing a crisis that builds the brand – not destroys it<br />
In closing – you gotta!<br />
Thank you<br />gavin@puruma.com<br />www.puruma.com<br />www.twitter.com/gavinmoffat<br />www.gavinmoffat.com<br />
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Gavin Moffat - Internal & Employee Communication Summit - 25 February 2011

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Gavin Moffat - Internal & Employee Communication Summit - 25 February 2011

  1. 1.
  2. 2. Does your organisation have a crisis communication plan in place?<br />
  3. 3. Do you know who to talk to when a crisis strikes?<br />
  4. 4. A crisis may not be avoidable ...making a mess of crisis communication is<br />@gavinmoffat / puruma / unleashing / potential /<br />
  5. 5. What is a crisis?<br />
  6. 6. What is a crisis?<br />An unexpected occurrence, developing at an ever-increasing rate of destruction that would rapidly destroy an organisation if left unmanaged.<br />
  7. 7. Characteristics of a crisis<br />Its unexpected<br />Threatens future existence of brand<br />Ever increasing spiral of brand destruction<br />
  8. 8. Characteristics of a crisis<br />Creates havoc with financial viability of brand<br />Time limited event – it will have an end<br />
  9. 9. Categories of a crisis<br />Industrial disaster<br />Economic attack<br />Equipment or plant breakdown<br />Criminal attack<br />Loss of I.P.<br />
  10. 10. Categories of a crisis<br />Reputation<br />Legal<br />Acts of God<br />Regulatory<br />Health / staff<br />
  11. 11. puruma 9 step crisis communications program<br /> - in 9, easy to remember steps<br />
  12. 12.
  13. 13. Start Monitoring Now<br />Step 1<br />Know where you stand<br />Benchmark<br />
  14. 14. Plan for the worst<br />Step 2<br />Scenario planning<br />Vulnerability assessment<br />
  15. 15. Crisis team<br />Step 3<br />R&R<br />Contact sheet<br />Chain of command<br />Legal<br />Spokespeople<br />
  16. 16. Prepare<br />Step 4<br />Channels<br />Content providers<br />Dark website / blog<br />Collaboration<br />No time in the midst of a crisis<br />
  17. 17. Empower<br />Step 5<br />Drill<br />Train<br />Test<br />
  18. 18. Content<br />Step 6<br />Messages<br />King<br />Timeous<br />FAQs / facts<br />Drawer stuff<br />Crib sheet<br />
  19. 19. Crisis Hits<br />Step 7<br />Press go<br />Pull our the plan<br />Stuff happens<br />
  20. 20. Respond<br />Step 8<br />Be human<br />Engage<br />
  21. 21. Wrap up<br />Step 9<br />Pulse of customers<br />Evaluate<br />Revise<br />
  22. 22. Take note<br />Leading cause of a crisis is the arrogance of top management<br />Market leader visibility has a price<br />If you want to drop the coverage, feed information<br />There are legal implications<br />
  23. 23. Take note<br />
  24. 24. Take note<br />
  25. 25. Managing a crisis that builds the brand – not destroys it<br />
  26. 26. Managing a crisis that builds the brand – not destroys it<br />
  27. 27. Managing a crisis that builds the brand – not destroys it<br />
  28. 28. Managing a crisis that builds the brand – not destroys it<br />
  29. 29. In closing – you gotta!<br />
  30. 30. Thank you<br />gavin@puruma.com<br />www.puruma.com<br />www.twitter.com/gavinmoffat<br />www.gavinmoffat.com<br />

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