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Crisis Communications - How to Manage a Crisis with Proper PR and Social Media

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Integrate Public Relations is a social media and public relations boutique communications firm with offices in Houston and Austin that stays true to traditional PR roots but embraces the practically …

Integrate Public Relations is a social media and public relations boutique communications firm with offices in Houston and Austin that stays true to traditional PR roots but embraces the practically limitless possibilities of today’s social media and digital worlds. We help our clients find their own voice and then make that voice heard -- most often with the swift click of a few strategic button

In times of crisis in today’s communication environment, there is no time or space within which to hide. Citizen journalism has taken over and anyone with a Smartphone or FlipCam is a correspondent sharing news with his or her audiences. Response must be swift, pertinent and conclusive.

This requires different skills and preparation – just as doing live TV is different from making a documentary. We will work with your C-suite, legal department, marketing team, etc. to create a crisis plan that makes sense for your company and train executives to react appropriately, online and offline.

More in: Business , Education
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  • NATURAL DISASTERFastest venue to hit 10K checkins'earthquake' appear in status updates for nearly 3 million people on Facebook in the US,#earthquake trend within 15 minutes400K tweets
  • NATURAL DISASTERFastest venue to hit 10K checkins'earthquake' appear in status updates for nearly 3 million people on Facebook in the US,#earthquake trend within 15 minutes400K tweets
  • NEGATIVE REVIEWS.. While working on brand perception
  • ORGANIZATIONAL MISDEEDS Other stories…Aaron yelling at people on yelpScott yelling at employee in restaurant
  • You have this job/responsibility because your client/boss thinks you are smart. Act that way.
  • Groupon video

Transcript

  • 1. Today’s Communication Trends Demand “Hyper-Transparency” Lightening Speed Dialogue is KEY Competitors have the same tools
  • 2. Different Landscape. Same Rules.
  • 3. What IS a Crisis? Natural Disasters Technological crisis Confrontation/ReviewsOrganizational Misdeeds Illness/Harmful
  • 4. How to manage the madness when it happens to you…Because it will.
  • 5. Stay calm!!1.  Get the facts (the REAL facts)2.  If not previously determined, Assign spokesperson3.  Finalize the position4.  Create sites/profiles5.  Contact key audiences (think about the order)6.  Be prepared and available for backlash. Know position on follow up conversations.7.  Take offline when appropriate
  • 6. 8. PLAN AHEAD!!•  Think of worst case scenario and plan for it•  Set up Listening Platform•  Determine spokespeople/decision makers•  Get C-Suite Buy-In•  Know “Your Voice”•  Not always necessary to respond•  Practice makes perfect•  Consider different platforms•  Monitor! Monitor! Monitor!
  • 7. Answer questions as honestly as possible.
  • 8. First 24 hours are key
  • 9. Don’t ignore the problem. (it wont just go away)
  • 10. What Would YOU Do?
  • 11. Groupon Superbowl Ad
  • 12. “I  take  full  responsibility  for  not  responding  sooner,  for  not  clarifying  the  details,  and  for  not  talking  to  Allison  directly  and  clearing  things  up.  The  Internet  moves  fast,  and  Ive  had  my  hands  full  lately.    Anyway,  Im  all  ears  if  you  have  ques@ons,  comments,  cri@cisms,  or  anything  else  to  say.  Thanks  for  hearing  me  out.  “  
  • 13. Q&A