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Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
Crisis communications, lessons from experience mlq 2012
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Crisis communications, lessons from experience mlq 2012

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Support material for European Association of Communications Director´s Workshop in Spain

Support material for European Association of Communications Director´s Workshop in Spain

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  • 1. CRISISCOMMUNICATIONS – Sorpresa – Imprevisibilidad – Urgencia – Desestabilización Miguel López-Quesada Gil – Falta de información Chief Communication Officer – Sensación de persecución
  • 2. Goals of this presentation• Provide tools for online & off line crisis management• Learn from 15 years of experience (mistakes)• Help Comms Manager increase their value within organisations Crisis/Miguel López-Quesada/EACD 2012 2
  • 3. Crisis/Miguel López-Quesada/EACD 2012 3
  • 4. Crisis/Miguel López-Quesada/EACD 2012 4
  • 5. But basics remainSomebody to blame Something at stake Somebody will find out Crisis/Miguel López-Quesada/EACD 2012 5
  • 6. Reputation at stake = business at stake Crisis/Miguel López-Quesada/EACD 2012 6
  • 7. Before the CrisisPREPAREDNESS Crisis/Miguel López-Quesada/EACD 2012 7
  • 8. Crisis/Miguel López-Quesada/EACD 2012 8
  • 9. Evolution of crisis management Crisis Real-timeCrisis Manual Management Contingency 1970-2005 System planning 2005-2010 2010-today Crisis/Miguel López-Quesada/EACD 2012 9
  • 10. Crisis management team External advisors Technical staffCommercialstaffCorporateStaff Top Management Crisis/Miguel López-Quesada/EACD 2012 10
  • 11. Psychological profiles LeaderStrategyst Pessimistic Creative Tactical Doer Crisis/Miguel López-Quesada/EACD 2012 11
  • 12. Crisis/Miguel López-Quesada/EACD 2012 12
  • 13. When crisis hits Crisis/Miguel López-Quesada/EACD 2012 13
  • 14. Crisis life cycle ACUTE ORGANI C CHRONIC? POST- PRELIMINARY TRAUMATIC MANAGEMENT Assume mistakes ACTION Expect the worst RECOVERYPREPAREDNESS Closing Read the signs Crisis/Miguel López-Quesada/EACD 2012 14
  • 15. Psychology of the crisis 1. DENIAL 2. ANGER 3. NEGOTIATION 4. DEPRESSION 5. ACCEPTANCEDr. Kubler Ross Crisis/Miguel López-Quesada/EACD 2012 15
  • 16. Muchas gracias. Mucha suerte mlopezquesada@zed.com @mlopezquesada Crisis/Miguel López-Quesada/EACD 2012 16
  • 17. Wrong media relationsSilenceDenialBlame the dead“Just” Confess Crisis/Miguel López-Quesada/EACD 2012 17
  • 18. Find your black boxes like in an air crash Crisis/Miguel López-Quesada/EACD 2012 18
  • 19. Crisis/Miguel López-Quesada/EACD 2012 19
  • 20. Crisis management 2.0– Crisis 24/7– Real time management– Hype or real?– New (No?) rules of the game Crisis/Miguel López-Quesada/EACD 2012 20
  • 21. Crisis/Miguel López-Quesada/EACD 2012 21
  • 22. Hacking BombingPhising New Badvocacy 22 risks Viral Crisis/Miguel López-Quesada/EACD 2012
  • 23. Crisis/Miguel López-Quesada/EACD 2012 23
  • 24. Do the basicsCheck your websiteTechnoratiGoogle AlertsSM MonitoringDashboardTwitterSM Corporate GroupsCrisis wikiDark siteBusiness continuityCrisis/Miguel López-Quesada/EACD 2012 24
  • 25. Crisis vs. Issues Crisis/Miguel López-Quesada/EACD 2012 25
  • 26. Crisis/Miguel López-Quesada/EACD 2012 26
  • 27. Politics & crisisCSR Contract with societyReputational capital VotesNewsworthy News-makerCompetition +/- passive Opposition + active Crisis/Miguel López-Quesada/EACD 2012 27
  • 28. Seismic wavesAfter a major crisis, new similar crisis occur due to: – Hiper-sensitive Public Opinion – Media attention on sector/business – Operations staff under stress increase mistakes – Enhanced inspection & enforcement from Authorities Crisis/Miguel López-Quesada/EACD 2012 28
  • 29. Closing a crisis Privilege of the #1 Beware of premature ending Document key decissions for Court Decissions Coverage Damages Impact Procedures Friends & Foes Votes & ReputationChange Confirm Award Punish Demote Promote Knowledge Management Crisis/Miguel López-Quesada/EACD 2012 29
  • 30. My key learningsSolving a crisis starts far before the crisis happens – Internet has changed everything – But basics remain the same – Prepare for the worst – Be empathic – Show control: inside and outside – It’s a team effort, stupid! Crisis/Miguel López-Quesada/EACD 2012 30
  • 31. Good luck! mlopezquesada@zed.com @mlopezquesadawww.comunicaciondecrisis.wikispaces.com Crisis/Miguel López-Quesada/EACD 2012 31

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