We're Gonna Need a Bigger Boat

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Crisis communication presentation for the HighEdWeb Florida regional 22 April 2013.

Crisis communication presentation for the HighEdWeb Florida regional 22 April 2013.

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Transcript

  • 1. We’re Gonna Need a Bigger BoatWeb Communication Before, During and After a CrisisTonya Oaks Smith  HighEdWeb Florida  22 April 2013#hewebFL  @marleysmomMonday, April 22, 13
  • 2. Flickr photo by SchizoDelightMonday, April 22, 13
  • 3. Flickr photo by Bird EyeMonday, April 22, 13
  • 4. Flickr photo by TelemalMonday, April 22, 13
  • 5. Flickr photo by jonathon_simonMonday, April 22, 13
  • 6. JAWSMonday, April 22, 13
  • 7. On the Agenda...• Who am I?• Who are you?• What is a crisis?• What can we do before crisis?• What can we do during crisis?• What can we do after crisis?Monday, April 22, 13
  • 8. @marleysmomKittenshark by @radiofreegeorgyMonday, April 22, 13
  • 9. Photo by @shelleykeithWho are you?Monday, April 22, 13
  • 10. What is a Crisis?An organizational crisis is a specific,unexpected and nonroutine event orseries of events that create high levelsof uncertainty and simultaneouslypresent an organization with bothopportunities and threats to its high-priority goals.- 2011, Ulmer, Sellnow & Seegerhttp://en.wikipedia.org/wiki/File:Crisi-tunity.pngMonday, April 22, 13
  • 11. Specific,unexpected,nonroutine?Offersopportunity?Monday, April 22, 13
  • 12. Flickr photo by Doug88888Surprise!Monday, April 22, 13
  • 13. Flickr photo by donnagraysonThreat or opportunity?Monday, April 22, 13
  • 14. Don’t say you’restarving. You’renot. Children inAfrica arestarving. You’rejust hungry.@bekahsaysheyPerspectiveMarley photo by @bootsmcMarley photo by @bootsmcMonday, April 22, 13
  • 15. Whatqualifiesas acrisis?Monday, April 22, 13
  • 16. Your starquarterbackcomes downthe flu andhas to missa game.http://www.flickr.com/photos/51438986@N07/5019396750/Flickr photo by naturalhomecures34Monday, April 22, 13
  • 17. Specific,unexpected,nonroutine?Offersopportunity?Monday, April 22, 13
  • 18. A dorm burns down, forcingmany students to find newhousing in the middle of finals.http://www.flickr.com/photos/3abr/2376313418/Flickr photo by Abdullah AlSaeedMonday, April 22, 13
  • 19. Specific,unexpected,nonroutine?Offersopportunity?Monday, April 22, 13
  • 20. A dean at your college travelsextensively out of the country andyou find he’s been filing expensereports twice for each trip.Flickr photo by ksbuehlerMonday, April 22, 13
  • 21. Specific,unexpected,nonroutine?Offersopportunity?Monday, April 22, 13
  • 22. Realcrises...Monday, April 22, 13
  • 23. Flickr photo by jptully85Rudy Giuliani and 9/11Monday, April 22, 13
  • 24. Flickr photo by Talk Radio News ServiceBP spill and Tony HaywardMonday, April 22, 13
  • 25. Photo from The New York TimesHorace Mann and abuseMonday, April 22, 13
  • 26. http://t3chgeek.wordpress.com/2008/10/27/uca-update/UCA and campus shootingMonday, April 22, 13
  • 27. Amity Island and the sharkMonday, April 22, 13
  • 28. Flickr photo by bennettdesignsAnswer. It. Now.Monday, April 22, 13
  • 29. What do we do totake advantage ofthe opportunityinherent in crisis?Monday, April 22, 13
  • 30. The bookMonday, April 22, 13
  • 31. BeforeAccept that crisis is quick and unexpectedand that the threat of a crisis is relative.Monday, April 22, 13
  • 32. BeforeDetermine goals and developgood intentions prior to a crisis.Monday, April 22, 13
  • 33. BeforeEngage in simulations and training.Monday, April 22, 13
  • 34. BeforeDevelop strong, positive relationshipswith primary and secondary stakeholdersand a positive organizational reputation.Monday, April 22, 13
  • 35. BeforeEstablish effective organizational leadership.Monday, April 22, 13
  • 36. DuringCommunicate early about crisis, acknowledgeif you do not know something, andthen promise to stay in contact.Monday, April 22, 13
  • 37. DuringDo not attempt to deny or cover up crisis.Be open and honest.Monday, April 22, 13
  • 38. DuringAvoid certain or absolute answers to the publicand media unless you are sure.Monday, April 22, 13
  • 39. DuringBuild a case for who responsiblefor the crisis and why - if it’s not you.Monday, April 22, 13
  • 40. DuringAccept that your stakeholders - includingmembers of the media - are yourpartners in managing crisis.Monday, April 22, 13
  • 41. DuringListen to your stakeholders.Cooperate with them andwork to build consensus.Monday, April 22, 13
  • 42. DuringDo not overassure stakeholders about crisis impact.Monday, April 22, 13
  • 43. DuringHelp the public with advice abouthow they can help themselves.Monday, April 22, 13
  • 44. DuringEnsure that your organizational leadershipis visible and adaptable.Monday, April 22, 13
  • 45. AfterBe prepared to question how your organizationthinks about and conducts business.Monday, April 22, 13
  • 46. AfterAcknowledge that positive thingscan come from crises.Monday, April 22, 13
  • 47. AfterLook for and cultivate opportunitiesfor organizational renewal.Monday, April 22, 13
  • 48. AfterGenerate support from stakeholder groupsfor change in an organization.Monday, April 22, 13
  • 49. AfterEvaluate crisis response and adapt futureresponses to make improvements.Monday, April 22, 13
  • 50. Amity Island and the sharkMonday, April 22, 13
  • 51. BeforeFlickr photo by Julius PascuaBeforeMonday, April 22, 13
  • 52. DuringFlickr photo by erik neufurthDuringMonday, April 22, 13
  • 53. AfterFlickr photo by Quernus CraftsAfterMonday, April 22, 13
  • 54. Marley photo by @bootsmc#dolesswrong S/O @bpmore and @carriehphillipsIt all comes down to this...Monday, April 22, 13
  • 55. Questions?tosmith@ualr.edu  @marleysmom  501.324.9896Monday, April 22, 13