3. What is a crisis?
• A crisis is a major
occurrence with a
potentially negative
outcome affecting the
organization, as well as
its publics, products,
services, or good name.
• An organizational crisis
can constitute any
number of situations.

4. Dealing With Crises
• Careful planning and
preparation is essential
to minimizing damage
in a crisis.
• It is important for
employees to
understand how the
company will address
communications when
handling the crisis.

5. Dealing With Crises cont.
• Don’t panic!
• Stay focused on the
tasks at hand; don’t
ignore core
responsibilities
• Work as a team and
follow company
guidelines during a time
of crisis.
• Communicate

6. How to Communicate During a Crisis:
• Put the public first
• Take responsibility for
solving the problem
• Do not mislead the
public
• Provide a constant flow
of information
• Be accessible
• Monitor news coverage
and telephone inquiries
• Monitor online
communication and
social media
• Communicate with key
publics

7. Responding to a Crisis
Response Strategies:
• Accusation
• Denial
• Excuse
• Justification
• Ingratiation
• Corrective Action
• Full Apology
Response Time
• If a crisis is not dealt with in
a timely manner, the
problem will only
compound itself.

8. How does this affect you?
• Employees who use
social media on a daily
basis are more
vulnerable in a time of
crisis
• Your online
communications can
have a direct impact on
SuperCorp’s response
strategy

9. Social Media
• Social media are various interactive sites that
engage individuals and allow for them to have
immediate access to the world around them.
Various examples include Twitter, Facebook,
Myspace, personal blogs etc.

10. Social Media in times of crisis
• Should it be used?
• How should it be used?
• What are the possible ramifications if it is
used improperly?
• The Woods

11. Social Media and Supercorp.
• Company’s Social Media policy
• Supercorpsux.com

12. Proper Protocol
• Does a crisis change the social media rules?
• The do’s and don'ts
• How should we handle the blogging crisis?

13. • Assess the crisis. In the event of a natural disaster,
utilize available social media to posts tings such as
location and injuries. You never know, a tweet to the
Red Cross might just save your life.
• Monitor the conversation. If things about your
company are being said in social media forums, bring
it to the attention of your superiors so that they may
respond.
• Do NOT disseminate ANY information that is
company specific. Anything you say can and more
than likely will be used against you.