LDA Digital Media Summit on Crisis Communications and Social Media

2. BACKGROUND
 Crises have a negative reputation, emotional, and financial
impact on a brand and organization.
 Working in a reputation economy [facing an imperative to
change].
 Growing expectations for being effective, empathy, and correct
in real-time.
How do we know how effective our crisis messages are in
a given situation?

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16. What are the differences?
• Natural
Disasters
• Workplace
Violence
• Focusing on
safety and
well being
• Product
Tampering
• Addressing
concerns
from
customers
• Hacking
• Cyber
bullying
• Reputational
misdeeds
and issues

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19. Crisis Research Partnership
• Based on theory, not necessarily
practice
• We know what must happen to
succeed, but not how to tell
whether or not it has happened
properly or even at all.
In essence - we need to focus
on
• what do you say, what do you
not say, how do you say it, and
when do you say it in a crisis

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32. .edu
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