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

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

  • We’re Gonna Need a Bigger BoatWeb Communication Before, During and After a Crisis Tonya Oaks Smith  HighEdWeb Syracuse  25 June 2012 #hewebSYR  @marleysmom
  • Flickr photo by SchizoDelight
  • Flickr photo by Bird Eye
  • Flickr photo by Telemal
  • Flickr photo by jonathon_simon
  • JAWS
  • 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?
  • @marleysmom Kittenshark by @radiofreegeorgy
  • Who are you? Photo by @shelleykeith
  • 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
  • Specific,unexpected,nonroutine? Offersopportunity?
  • Surprise! Flickr photo by Doug88888
  • Threat or opportunity? Flickr photo by donnagrayson
  • PerspectiveDon’t say you’restarving. You’renot. Children in Africa arestarving. You’re just hungry. @bekahsayshey Marley photo by @bootsmc Marley photo by @bootsmc
  • Whatqualifies as a crisis?
  • Your starquarterbackcomes downthe flu andhas to missa game. Flickr photo by naturalhomecures34 http://www.flickr.com/photos/51438986@N07/5019396750/
  • Specific,unexpected,nonroutine? Offersopportunity?
  • 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/
  • Specific,unexpected,nonroutine? Offersopportunity?
  • 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
  • Specific,unexpected,nonroutine? Offersopportunity?
  • Realcrises...
  • Rudy Giuliani and 9/11 Flickr photo by jptully85
  • BP spill and Tony Hayward Flickr photo by Talk Radio News Service
  • Horace Mann and abuse Photo from The New York Times
  • UCA and campus shooting http://t3chgeek.wordpress.com/2008/10/27/uca-update/
  • Amity Island and the shark
  • Answer. It. Now. Flickr photo by bennettdesigns
  • What do we do totake advantage of the opportunityinherent in crisis?
  • The book
  • BeforeAccept that crisis is quick and unexpected and that the threat of a crisis is relative.
  • Before Determine goals and developgood intentions prior to a crisis.
  • BeforeEngage in simulations and training.
  • Before Develop strong, positive relationshipswith primary and secondary stakeholdersand a positive organizational reputation.
  • BeforeEstablish effective organizational leadership.
  • DuringCommunicate early about crisis, acknowledge if you do not know something, and then promise to stay in contact.
  • DuringDo not attempt to deny or cover up crisis. Be open and honest.
  • DuringAvoid certain or absolute answers to the public and media unless you are sure.
  • During Build a case for who responsiblefor the crisis and why - if it’s not you.
  • DuringAccept that your stakeholders - including members of the media - are your partners in managing crisis.
  • DuringListen to your stakeholders. Cooperate with them and work to build consensus.
  • DuringDo not overassure stakeholders about crisis impact.
  • DuringHelp the public with advice about how they can help themselves.
  • DuringEnsure that your organizational leadership is visible and adaptable.
  • AfterBe prepared to question how your organization thinks about and conducts business.
  • AfterAcknowledge that positive things can come from crises.
  • AfterLook for and cultivate opportunities for organizational renewal.
  • AfterGenerate support from stakeholder groups for change in an organization.
  • AfterEvaluate crisis response and adapt future responses to make improvements.
  • Amity Island and the shark
  • BeforeBefore Flickr photo by Julius Pascua
  • During During Flickr photo by erik neufurth
  • After After Flickr photo by Quernus Crafts
  • It all comes down to this... Marley photo by @bootsmc #dolesswrong S/O @bpmore and @carriehphillips
  • Questions?tosmith@ualr.edu @marleysmom 501.324.9896  