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We're Gonna Need a Bigger Boat: Web Communication Before, During and After a Crisis

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This presentation was given 25 June 2012 at HighEdweb Syracuse.

This presentation was given 25 June 2012 at HighEdweb Syracuse.

Published in: Education, Technology

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  • Transcript

    • 1. We’re Gonna Need a Bigger BoatWeb Communication Before, During and After a Crisis Tonya Oaks Smith  HighEdWeb Syracuse  25 June 2012 #hewebSYR  @marleysmom
    • 2. Flickr photo by SchizoDelight
    • 3. Flickr photo by Bird Eye
    • 4. Flickr photo by Telemal
    • 5. Flickr photo by jonathon_simon
    • 6. JAWS
    • 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?
    • 8. @marleysmom Kittenshark by @radiofreegeorgy
    • 9. Who are you? Photo by @shelleykeith
    • 10. What is a Crisis? An organizational crisis is a specific, unexpected and nonroutine event or series of events that create high levels of uncertainty and simultaneously present an organization with both opportunities and threats to its high- priority goals. - 2011, Ulmer, Sellnow & Seeger http://en.wikipedia.org/wiki/File:Crisi-tunity.png
    • 11. Specific,unexpected,nonroutine? Offersopportunity?
    • 12. Surprise! Flickr photo by Doug88888
    • 13. Threat or opportunity? Flickr photo by donnagrayson
    • 14. PerspectiveDon’t say you’restarving. You’renot. Children in Africa arestarving. You’re just hungry. @bekahsayshey Marley photo by @bootsmc Marley photo by @bootsmc
    • 15. Whatqualifies as a crisis?
    • 16. Your starquarterbackcomes downthe flu andhas to missa game. Flickr photo by naturalhomecures34 http://www.flickr.com/photos/51438986@N07/5019396750/
    • 17. Specific,unexpected,nonroutine? Offersopportunity?
    • 18. A dorm burns down, forcing many students to find newhousing in the middle of finals. Flickr photo by Abdullah AlSaeed http://www.flickr.com/photos/3abr/2376313418/
    • 19. Specific,unexpected,nonroutine? Offersopportunity?
    • 20. A dean at your college travelsextensively out of the country and you find he’s been filing expense reports twice for each trip. Flickr photo by ksbuehler
    • 21. Specific,unexpected,nonroutine? Offersopportunity?
    • 22. Realcrises...
    • 23. Rudy Giuliani and 9/11 Flickr photo by jptully85
    • 24. BP spill and Tony Hayward Flickr photo by Talk Radio News Service
    • 25. Horace Mann and abuse Photo from The New York Times
    • 26. UCA and campus shooting http://t3chgeek.wordpress.com/2008/10/27/uca-update/
    • 27. Amity Island and the shark
    • 28. Answer. It. Now. Flickr photo by bennettdesigns
    • 29. What do we do totake advantage of the opportunityinherent in crisis?
    • 30. The book
    • 31. BeforeAccept that crisis is quick and unexpected and that the threat of a crisis is relative.
    • 32. Before Determine goals and developgood intentions prior to a crisis.
    • 33. BeforeEngage in simulations and training.
    • 34. Before Develop strong, positive relationshipswith primary and secondary stakeholdersand a positive organizational reputation.
    • 35. BeforeEstablish effective organizational leadership.
    • 36. DuringCommunicate early about crisis, acknowledge if you do not know something, and then promise to stay in contact.
    • 37. DuringDo not attempt to deny or cover up crisis. Be open and honest.
    • 38. DuringAvoid certain or absolute answers to the public and media unless you are sure.
    • 39. During Build a case for who responsiblefor the crisis and why - if it’s not you.
    • 40. DuringAccept that your stakeholders - including members of the media - are your partners in managing crisis.
    • 41. DuringListen to your stakeholders. Cooperate with them and work to build consensus.
    • 42. DuringDo not overassure stakeholders about crisis impact.
    • 43. DuringHelp the public with advice about how they can help themselves.
    • 44. DuringEnsure that your organizational leadership is visible and adaptable.
    • 45. AfterBe prepared to question how your organization thinks about and conducts business.
    • 46. AfterAcknowledge that positive things can come from crises.
    • 47. AfterLook for and cultivate opportunities for organizational renewal.
    • 48. AfterGenerate support from stakeholder groups for change in an organization.
    • 49. AfterEvaluate crisis response and adapt future responses to make improvements.
    • 50. Amity Island and the shark
    • 51. BeforeBefore Flickr photo by Julius Pascua
    • 52. During During Flickr photo by erik neufurth
    • 53. After After Flickr photo by Quernus Crafts
    • 54. It all comes down to this... Marley photo by @bootsmc #dolesswrong S/O @bpmore and @carriehphillips
    • 55. Questions?tosmith@ualr.edu @marleysmom 501.324.9896  

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