Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Crisis communications at Novartis


Published on

This presentation was delivered at a BCI Swiss Chapter event in April 2017

Published in: Business
  • Be the first to comment

  • Be the first to like this

Crisis communications at Novartis

  1. 1. Crisis Communications BCI Swiss Chapter Event Jim Sheldrake – Director, Issues and Risk Communications Novartis Campus, Basel April 5, 2017 Group Communications
  2. 2. Global External Communications Eyjafjallajökull (Iceland) 2
  3. 3. Global External Communications “We make the world understand what Novartis does and why it matters.” Novartis Communications
  4. 4. Global External Communications Not every issue is a crisis or emergency 4 Emergencies Crisis Communications Issues Management
  5. 5. Global External Communications Preparedness Response Recovery 1. Preparedness: tracking issues and risk mapping, preparation of materials, risk mitigation, training and exercises. Business Continuity planning. 2. Response: rapid, clear, consistent, continuous communication in a crisis situation. Business Continuity communications. 3. Recovery: restoration of trust in the organisation, supporting ongoing Business Continuity activity and lessons learned. Crisis communications phases 5
  6. 6. Global External Communications Who manages issues and crises? Local / Site Country / Region Division/ Business Unit Group 6 Geographic spread Risk
  7. 7. Global External Communications 1997 • Media release / statements • Press conference • Interviews 2017 • Multimedia release / statements • Press conference / webcast • Interviews • Online updates • Infographic, video, GIFs • and .... External channels and audiences 7
  8. 8. Global External Communications Good process is essential ... ... but so are great people and leaders How important is process? Crisis communications needs process and leadership 8 Mobilise Assess Respond
  9. 9. Global External Communications Used to test people and processes Needs commitment and investment of time/resource All functions best, not just communications – also third parties Submarine escape training in Gosport, UK Communications training and exercises 9
  10. 10. Case studies
  11. 11. Global External Communications The issue led to widespread international print, broadcast and online media coverage Global flu vaccine supply (2012/14) Complex and rapidly escalating product issue 11 • In October 2012 Novartis seasonal flu vaccines put on hold after small particles were found in certain batches • EU and other countries followed suit • Novartis said the vaccines were safe and the particles normal • Vaccine batches eventually released for use
  12. 12. Global External Communications Ebola required extensive, multichannel internal and external communications by Novartis and numerous other stakeholders • Impact on Novartis – People – R&D – Travel – Business • Communications – Internal – Media – Digital / social media – Third parties Ebola Virus Disease (2014/15) 12 The outbreak in West Africa had global implications
  13. 13. Thank you Questions? Contacts LinkedIn: Twitter: @jimsheldrake