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Crisis communications: inside the red zone

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Crisis communications case study from inside the red zone: Christchurch earthquake February 2011. Topics include communications and online tools used.

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Crisis communications: inside the red zone

  1. 1. Inside the red zone Christchurch earthquake crisis communications Inside the red zone | crisis communications Putting Northland first
  2. 2. 12.51pm Tuesday 22 February 2011 Inside the red zone | crisis communications Putting Northland first
  3. 3. NATIONAL CONTROLLER All of Govt Mayor Press Public Information Public Information Secretary Communication Secretary Manager Manager 2IC (emails) Web Stake- Media Stake- Community Marketing CallManager holder Manager holder Relations Manager Centre Relations Relations Manager Manager (internal) (external) Online Cmmnty Customer Content Advisors Servicepublisher Media Media Media Intl Media Writers (4) Graphic Market/ Officers & social monitor phone briefing Liaison (2) Design Comms (30) media (1) (2) / VIPs (3) (2) (2) (3-4) (2) Research Research (1) (2)  Inside the red zone | crisis communications Putting Northland first
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  9. 9. Crisis communications Inside the red zone | crisis communications Putting Northland first
  10. 10. TV, print, radio media //flickr.com/logangorilla Inside the red zone | crisis communications Putting Northland first
  11. 11. factsheets & adverts Inside the red zone | crisis communications Putting Northland first
  12. 12. text alert all networks EQ help? Call Govt Hotline 0800779997. Water/place to stay? 0800435700 or go to Burnside HS, Pioneer Stad, Rangiora Bapt Ch. Home repairs? EQC 0800326243 Inside the red zone | crisis communications Putting Northland first
  13. 13. community briefings //www.stuff.co.nz/carysmonteath Inside the red zone | crisis communications Putting Northland first
  14. 14. water tanker posters //www.stuff.co.nz Inside the red zone | crisis communications Putting Northland first
  15. 15. maildrops & visits//www.thepress.co.nz //www.flickr.com/redcross Inside the red zone | crisis communications Putting Northland first
  16. 16. how things were done Inside the red zone | crisis communications Putting Northland first
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  24. 24. rise of social media Inside the red zone | crisis communications Putting Northland first
  25. 25. Twitter is #1 Inside the red zone | crisis communications Putting Northland first
  26. 26.  Inside the red zone | crisis communications Putting Northland first
  27. 27. release tips and facts Inside the red zone | crisis communications Putting Northland first
  28. 28. respond to queries Inside the red zone | crisis communications Putting Northland first
  29. 29. gave us feedback Whoever is managing the @ChristchurchCC @ChristchurchCC account is showing how new speed record! communication with 90seconds. :) users and #eqnz announcements should be done. #chch #eqnz Inside the red zone | crisis communications Putting Northland first
  30. 30. kept it relevant Inside the red zone | crisis communications Putting Northland first
  31. 31. thank those that help Inside the red zone | crisis communications Putting Northland first
  32. 32. alert us to problems @ChristchurchCC extremely nasty pot hole on Hills Rd, right lane into Shirley Rd, any chance of fixing before car gets stuck? Thx //www.stuff.co.nz Inside the red zone | crisis communications Putting Northland first
  33. 33. track event hashtags Inside the red zone | crisis communications Putting Northland first
  34. 34. “So is this stuff just being a twit?” Inside the red zone | crisis communications Putting Northland first
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  36. 36. Facebook frenzy Inside the red zone | crisis communications Putting Northland first
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  43. 43. tuning to YouTube Inside the red zone | crisis communications Putting Northland first
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  48. 48. social media monitoring YouTube Twitter Facebook news sites blogs feedback forms TradeMe community topic trends & emerging issues planning & intelligence Inside the red zone | crisis communications Putting Northland first
  49. 49. what did we Inside the red zone | crisis communications Putting Northland first
  50. 50. Lesson #1: Keep everyone informed, regularly Inside the red zone | crisis communications Putting Northland first
  51. 51. Lesson #2: Have dedicated admin support Inside the red zone | crisis communications Putting Northland first
  52. 52. Lesson #3: Keep social media outside approvals Inside the red zone | crisis communications Putting Northland first
  53. 53. Lesson #4: Monitor, monitor, respond, monitor Inside the red zone | crisis communications Putting Northland first
  54. 54. Shakey town Lesson #5: Christchurch I think you could do with some Avoid spam McDonald’s #eqnz Inside the red zone | crisis communications Putting Northland first
  55. 55. Lesson #6: Focus your social media channels Inside the red zone | crisis communications Putting Northland first
  56. 56. Lesson #7: The USB stick is your friend Inside the red zone | crisis communications Putting Northland first
  57. 57. Lesson #8: Use something old & something new Inside the red zone | crisis communications Putting Northland first
  58. 58. Lesson #9: Have some fun to get you through Inside the red zone | crisis communications Putting Northland first
  59. 59. sums it up nicely Inside the red zone | crisis communications Putting Northland first
  60. 60. thank you NSW. Inside the red zone | crisis communications Putting Northland first
  61. 61. Thanks. Jason Dawson General Manager – Community Relations +64 9 470 1232 jasond@nrc.govt.nz www.nrc.govt.nz Inside the red zone | crisis communications Putting Northland first

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