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Changing face of crisis communications

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Changing face of crisis communications

  1. 1. The changing face ofCrisis Communications Gitanjali Laad MSPC 3550
  2. 2. Facebook and Twitter fueled the uprising18th April 2012 Source: The Washington Post 2
  3. 3. Virtual tools used for “Real” gathering18th April 2012 Source: Occupy Wall Street 3
  4. 4. People identified with the purpose18th April 2012 Source: Indiaagainstcorruption.org 4
  5. 5. People motivated to reduce uncertainty18th April 2012 Source: New York Times 5
  6. 6. Main stream and social media converge18th April 2012 Source: MSL Group Crisis Network Report, 2011 6
  7. 7. Twitter used to reach out to friends in need18th April 2012 Source: Twitter Stories 7
  8. 8. Crisis is not local but global18th April 2012 Source: Mary Meeker’s Presentation at Web 2.0 Summit, San Francisco, Oct 2011 8
  9. 9. Social media used to organize crime18th April 2012 Source: The Guardian 9
  10. 10. Also to organize the clean-up efforts18th April 2012 Source: Twitter Stories 10
  11. 11. What does it all mean?• Conversations are happening online- whether you like it or not• Engagement and participation are more important than online presence• Transparency, porosity and authenticity rank at the top of the charts• It’s about listening, observing and then providing a thoughtful timely response18th April 2012 Reference: Li C., Bernoff J. (2008) Groundswell, Harvard Business School Publishing 11
  12. 12. Statistics that validate the trend18th April 2012 Source: American Red Cross Survey, Summer 2011 12
  13. 13. Four Stages of Crisis and Social Media• Prodromal Stage – Real time information dissemination & reach – Heighten situation awareness - issue warning• Acute Stage – Conduct hazard assessment with real-time data/photos/videos – First responders can plan clean-up – Mobilize resources around the world (volunteers/donation/appeals)18th April 2012 Reference: Fink, S. (2002) Crisis Management: Planning for the inevitable, Amacom Books 13
  14. 14. Four Stages of Crisis and Social Media• Chronic Stage – Unique and efficient way for crisis communicators – Participating and monitoring the social networks – Circulate guidelines and information – Flexibility for anyone to break news• Resolution Stage – Crowd sourcing and create partnerships – Collaboration between public and private agencies18th April 2012 Reference: Fink, S. (2002) Crisis Management: Planning for the inevitable, Amacom Books 14
  15. 15. Components of crisis communications plan• Check the facts• Determine the impact• Bring together a trusted counsel• Understand your detractor• Decide the appropriate response• Host the conversation• Continue to monitor18th April 2012 Source: www.radicallytransparent.com 15
  16. 16. Challenges• Trivial and unreliable content• Speculation and gossip• Lack of confidentiality, privacy• Audience is fragmented• Increase in communication channels• Long-term commitment and resources18th April 2012 Gitanjali Laad 16
  17. 17. Innovation Red Cross Safe and Well Tool18th April 2012 Source: American Red Cross 17
  18. 18. Innovation Red Cross Digital Operating Centre Powered by Dell18th April 2012 Source: American Red Cross 18
  19. 19. Innovation Red Cross Shelter View Application18th April 2012 Source: itunes.apple.com 19
  20. 20. Thank you Gitanjali LaadBlog: www.gitanjali-socialmedia.blogspot.com Twitter: @GitanjaliL LinkedIn: www.linkedin.com/in/gitanjalilaad

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