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We’re Gonna Need a Bigger BoatWeb Communication Before, During and After a Crisis       Tonya Oaks Smith      HighEdWeb S...
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?...
@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 creat...
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.        @bekahsayshe...
Whatqualifies  as a crisis?
Your starquarterbackcomes downthe flu andhas to missa game.                      Flickr photo by naturalhomecures34   http:...
Specific,unexpected,nonroutine?   Offersopportunity?
A dorm burns down, forcing  many students to find newhousing in the middle of finals.                                   Flic...
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 ...
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 reputat...
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...
Questions?tosmith@ualr.edu @marleysmom 501.324.9896                            
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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.

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

    1. 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. 2. Flickr photo by SchizoDelight
    3. 3. Flickr photo by Bird Eye
    4. 4. Flickr photo by Telemal
    5. 5. Flickr photo by jonathon_simon
    6. 6. JAWS
    7. 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. 8. @marleysmom Kittenshark by @radiofreegeorgy
    9. 9. Who are you? Photo by @shelleykeith
    10. 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. 11. Specific,unexpected,nonroutine? Offersopportunity?
    12. 12. Surprise! Flickr photo by Doug88888
    13. 13. Threat or opportunity? Flickr photo by donnagrayson
    14. 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. 15. Whatqualifies as a crisis?
    16. 16. Your starquarterbackcomes downthe flu andhas to missa game. Flickr photo by naturalhomecures34 http://www.flickr.com/photos/51438986@N07/5019396750/
    17. 17. Specific,unexpected,nonroutine? Offersopportunity?
    18. 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. 19. Specific,unexpected,nonroutine? Offersopportunity?
    20. 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. 21. Specific,unexpected,nonroutine? Offersopportunity?
    22. 22. Realcrises...
    23. 23. Rudy Giuliani and 9/11 Flickr photo by jptully85
    24. 24. BP spill and Tony Hayward Flickr photo by Talk Radio News Service
    25. 25. Horace Mann and abuse Photo from The New York Times
    26. 26. UCA and campus shooting http://t3chgeek.wordpress.com/2008/10/27/uca-update/
    27. 27. Amity Island and the shark
    28. 28. Answer. It. Now. Flickr photo by bennettdesigns
    29. 29. What do we do totake advantage of the opportunityinherent in crisis?
    30. 30. The book
    31. 31. BeforeAccept that crisis is quick and unexpected and that the threat of a crisis is relative.
    32. 32. Before Determine goals and developgood intentions prior to a crisis.
    33. 33. BeforeEngage in simulations and training.
    34. 34. Before Develop strong, positive relationshipswith primary and secondary stakeholdersand a positive organizational reputation.
    35. 35. BeforeEstablish effective organizational leadership.
    36. 36. DuringCommunicate early about crisis, acknowledge if you do not know something, and then promise to stay in contact.
    37. 37. DuringDo not attempt to deny or cover up crisis. Be open and honest.
    38. 38. DuringAvoid certain or absolute answers to the public and media unless you are sure.
    39. 39. During Build a case for who responsiblefor the crisis and why - if it’s not you.
    40. 40. DuringAccept that your stakeholders - including members of the media - are your partners in managing crisis.
    41. 41. DuringListen to your stakeholders. Cooperate with them and work to build consensus.
    42. 42. DuringDo not overassure stakeholders about crisis impact.
    43. 43. DuringHelp the public with advice about how they can help themselves.
    44. 44. DuringEnsure that your organizational leadership is visible and adaptable.
    45. 45. AfterBe prepared to question how your organization thinks about and conducts business.
    46. 46. AfterAcknowledge that positive things can come from crises.
    47. 47. AfterLook for and cultivate opportunities for organizational renewal.
    48. 48. AfterGenerate support from stakeholder groups for change in an organization.
    49. 49. AfterEvaluate crisis response and adapt future responses to make improvements.
    50. 50. Amity Island and the shark
    51. 51. BeforeBefore Flickr photo by Julius Pascua
    52. 52. During During Flickr photo by erik neufurth
    53. 53. After After Flickr photo by Quernus Crafts
    54. 54. It all comes down to this... Marley photo by @bootsmc #dolesswrong S/O @bpmore and @carriehphillips
    55. 55. Questions?tosmith@ualr.edu @marleysmom 501.324.9896  
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