Key elements of effective crisis communication in our digital era

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Edgard Eeckman's speech on crisis communication for the workshop of the "Belgische Vereniging van Ziekenhuizen" (Belgian Association of Hospitals) "Health, Hospitals and Media" on 13 June 2013 in Brussels.

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Key elements of effective crisis communication in our digital era

  1. 1. The 5 key elements of efficient crisiscommunication in our digital eraEdgard Eeckman
  2. 2. 2AuthenticityLong term comCom culturePreparationCrisis com managementThe 5 key elements
  3. 3. 3AuthenticityLong term comCom culturePreparationCrisis com managementAuthenticity
  4. 4. Globalisml  Interior – Abroadl  Internal – externall  Layman – Expertl  Private – Publicl  Sick - Healthyl  Between rolesl  Between targetgroupsl  Between messagesl  Between markets4
  5. 5. The digital communication spaceOne unfiltered & participatoryconversationin a growing public spherebetween empowered individualswithout time-space distanciation5
  6. 6. FromReputation-based medicinetoAccountable medicineDemanding Medical Excellence, Michael Millenson, 1997More surveillance
  7. 7. Transparancy7
  8. 8. 8AuthenticityLong term comCom culturePreparationCrisis com managementLong term comunication
  9. 9. Long term communication 19
  10. 10. edgard.eeckman@uzbrussel.be 10Objectives,strategy, filosophyComm. objectives, strategy,target groups, messagesAction planTiming, budgetActionLong term communication 2
  11. 11. ➠ Building up a credibility buffer11Long term communication 3
  12. 12. 12AuthenticityLong term comCom culturePreparationCrisis com management(Crisis) communication culture
  13. 13. (Crisis) communication culturel  Management engagementl  Risk analysisl  Mappingl  Prepare for the worst situationl  Crisis prevention: legal advisor +ombudsman + monitoringl  A crisis as an opportunity13
  14. 14. 14AuthenticityLong term comCom culturePreparationCrisis com managementCrisis communication preparation
  15. 15. Crisis communication preparationl  Link between crisismanagement and crisiscommunication managementl  Crisis communication manuall  Crisis communication teaml  Q & A + Statementsl  Crisis(communication) exercisesl  Trainingl  Have (digital) communication tools ready15
  16. 16. Have communication tools ready 116
  17. 17. Have communication tools ready 217
  18. 18. Have communication tools ready 318
  19. 19. Have communication tools ready 419
  20. 20. Have communication tools ready 520
  21. 21. Have communication tools ready 621
  22. 22. Have communication tools ready 722
  23. 23. Have communication tools ready 823
  24. 24. Have communication tools ready 924
  25. 25. Have communication tools ready 1025
  26. 26. Have communication tools ready 1126
  27. 27. 27AuthenticityLong term comCom culturePreparationCrisis com managementEfficient crisis management
  28. 28. Efficient crisis managementl  Direct & Fast access to managementl  Direct & Fast & Co-ordinated responsel  Taking the leadl  Open attitudel  Receiver focused communication28
  29. 29. 29AuthenticityLong term comCom culturePreparationCrisis com managementThe 5 key elements
  30. 30. Edgard Eeckmanl  edgard.eeckman@uzbrussel.bel  eeeckman@vub.ac.bel  www.uzbrussel.bel  Twitter: #eeckmanl  See his profile on LinkedInl  http://patientzijn.wordpress.com/author/doctoraat/30

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