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Instinctif rapid response crisis management and communications in action

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Instinctif rapid response BCI London October 2017

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Instinctif rapid response crisis management and communications in action

  1. 1. Rapid Response – crisis management and crisis communications in action Rob McAllister & Rolf Merchant – 13th October 2017
  2. 2. Agenda Rapid Response – crisis management and crisis communications in action Time Topic +2 Introductions +15 Crisis Preparedness and Response +10 Crisis Communications in Action +3 Q&A
  3. 3. Why is crisis management important?
  4. 4. What is a crisis? “An abnormal and unstable situation that threatens the organisation’s strategic objectives, reputation or viability” British Standard for Crisis Management – BS 11200:2014
  5. 5. Shareholder value is the extent to which an organisation enriches its shareholders What is shareholder value? Value = Future Cash Flows Cost of Capital + Growth Opportunities + Value (Tangible Value) (Premium Value) (Latent Value)
  6. 6. How a crisis can impact shareholder value • Tangible value can be damaged • Facilities, machinery or inventory • Premium value can be damaged • Reputation • Brand damage • Global reach • Latent value – future potential can be damaged
  7. 7. Importance of crisis preparedness
  8. 8. The crisis management framework
  9. 9. The crisis response plan Initial notification Assess the situation Respond Recover 24 A L L R I S K S
  10. 10. Crisis management decision making Status Key Events Log Objectives Actions Storage Review Initial Notification Has the situation changed?
  11. 11. Crisis Communications in action
  12. 12. How does crisis communications fit into wider crisis management? “Crisis Management is the development and application of the organisational capability to deal with crises” “Crisis Communications are the actions taken by an organisation to communicate internally and externally during a crisis” British Standard for Crisis Management
  13. 13. Three steps to success 1) Preparation is key 2) Manage your messaging 3) Know the face of your business
  14. 14. The accelerating pace of crisis management Shareholders 25
  15. 15. 25 Crisis communications toolkit Roles & responsibilities Stakeholder mapping Digital listening Response action list Comms materials Tactics
  16. 16. Resourcing your comms team
  17. 17. Creating your messaging • The three Cs • Messaging formula • Examples • The human aspect
  18. 18. Know the face of your business
  19. 19. A final thought…
  20. 20. Summary Preparedness is key • Reputational risk/ threat assessment • Be part of the resilience committee • Training • Know your audience • Nurture good will and friendly forces • Social media • Off line dark sites
  21. 21. Q&A instinctif.com

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