Crisis Communications inthe Real Time World             Ann Marie van den Hurk, APR       Mind The Gap Public Relations, L...
46% of businesses          DO NOT        have a crisis      management plan*2011 Crisis Preparedness Study, Burson•Marstel...
35% of businesses     think they will rarely         need a plan.*2011 Crisis Preparedness Study, Burson•Marsteller & Penn...
Yet, 79% say they areonly 12 months from a  potential disaster.*2011 Crisis Preparedness Study, Burson•Marsteller & Penn S...
Only a third of        businesses    have digital plans in          place.*2011 Crisis Preparedness Study, Burson•Marstell...
Bad things happen topeople & organizations         Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
Dear @SouthwestAir - I                           know Im fat, but was                           Captain Leysath really    ...
#seriouslymcdonalds   #weinergate       Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
How you react is howyou will be remembered         Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
@BPGlobalPR   Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
Living in a 24/7 media cycle & widespread   social media use        Ann Marie van den Hurk, APR • ann@mindthegappr.com • 3...
The response time hasbeen cut from 2 hours    to 20 minutes        Ann Marie van den Hurk, APR • ann@mindthegappr.com • 30...
If you are lucky     Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
Basiccrisis communications       still applies        Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
Blue PrintA crisis response team identified and trainedA list of key stakeholders to communicate with directlyA list of an...
DosTell the truthRelease only confirmed factsShow concernDefuse negativesRemain calmProvide newsworthy updates             ...
#seriouslymcdonalds       Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
Don’tsSpeculateOverstate or understateTalk “off the record”Be thrown by hostile statementGive exclusives to anyonePlace bl...
#weinergate   Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
Dealing the NegativeRespond quickly as you canBe polite, respectful & level-headedCorrect inaccurate informationCommunicat...
Chapstick  Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
Take-a-wayHave a planBe monitoring the social media scape... blogs, Twitter,Facebook, Google+, LinkedIn before a crisisKno...
Are you ready?     Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
Contact me:ann@mindthegappr.com+1-302-563-0992 mobile@amvandenhurk on Twitter
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Crisis Communications in the Realtime World

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Bad things happen to people and organizations, but how you respond during a crisis can enhance your reputation and often save your organization. You’ll find that the response often has more impact on your reputation than the event the precipitated the crisis.

So is your business prepared to communicate effectively during a crisis? It needs to be. With today’s 24/7 media cycles and social media, you need a crisis plan. Preparation is key to ensuring that the way you react to and handle a crisis leads to a positive outcome. Having a crisis communications plan serves as an adjustable blueprint. Are you ready?

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Crisis Communications in the Realtime World

  1. 1. Crisis Communications inthe Real Time World Ann Marie van den Hurk, APR Mind The Gap Public Relations, LLC www.mindthegappr.com
  2. 2. 46% of businesses DO NOT have a crisis management plan*2011 Crisis Preparedness Study, Burson•Marsteller & Penn Schoen Berland, 2011 Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
  3. 3. 35% of businesses think they will rarely need a plan.*2011 Crisis Preparedness Study, Burson•Marsteller & Penn Schoen Berland, 2011 Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
  4. 4. Yet, 79% say they areonly 12 months from a potential disaster.*2011 Crisis Preparedness Study, Burson•Marsteller & Penn Schoen Berland, 2011 Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
  5. 5. Only a third of businesses have digital plans in place.*2011 Crisis Preparedness Study, Burson•Marsteller & Penn Schoen Berland, 2011 Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
  6. 6. Bad things happen topeople & organizations Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
  7. 7. Dear @SouthwestAir - I know Im fat, but was Captain Leysath really justified in throwing me off a flight for which I was already seated? @ThatKevinSmith - Feburary 13, 2010Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
  8. 8. #seriouslymcdonalds #weinergate Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
  9. 9. How you react is howyou will be remembered Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
  10. 10. @BPGlobalPR Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
  11. 11. Living in a 24/7 media cycle & widespread social media use Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
  12. 12. The response time hasbeen cut from 2 hours to 20 minutes Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
  13. 13. If you are lucky Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
  14. 14. Basiccrisis communications still applies Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
  15. 15. Blue PrintA crisis response team identified and trainedA list of key stakeholders to communicate with directlyA list of anticipated scenarios using the so-calledSWOT analysisHolding statementsNotification systems such as phone trees or emailand text messaging groupsMonitoring services set-up Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
  16. 16. DosTell the truthRelease only confirmed factsShow concernDefuse negativesRemain calmProvide newsworthy updates Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
  17. 17. #seriouslymcdonalds Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
  18. 18. Don’tsSpeculateOverstate or understateTalk “off the record”Be thrown by hostile statementGive exclusives to anyonePlace blame on someone else Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
  19. 19. #weinergate Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
  20. 20. Dealing the NegativeRespond quickly as you canBe polite, respectful & level-headedCorrect inaccurate informationCommunicate how is being done to address theconcern & what are the next stepsGive away people can contact you offline Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
  21. 21. Chapstick Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
  22. 22. Take-a-wayHave a planBe monitoring the social media scape... blogs, Twitter,Facebook, Google+, LinkedIn before a crisisKnow & actively engage social media savvy staff Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
  23. 23. Are you ready? Ann Marie van den Hurk, APR • ann@mindthegappr.com • 302-563-0992
  24. 24. Contact me:ann@mindthegappr.com+1-302-563-0992 mobile@amvandenhurk on Twitter

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