We’re Gonna Need a Bigger BoatWeb Communication Before, During and After a Crisis                    Tonya Oaks Smith     ...
On the Agenda...• Who am I?• Who are you?• What is a crisis?• What can we do before crisis?• What can we do during crisis?...
@marleysmom              Kittenshark courtesy @radiofreegeorgy
Who are you?     @cliffyballgame photo courtesy of @shelleykeith
What is a Crisis?  An organizational crisis is a specific,  unexpected and nonroutine event or  series of events that creat...
Specific,unexpected,nonroutine?   Offersopportunity?
Surprise!            http://www.flickr.com/photos/doug88888/5888927678/
Threat or opportunity?               http://www.flickr.com/photos/donnagrayson/195244498/
PerspectiveDon’t say you’restarving. You’renot. Children in   Africa arestarving. You’re  just hungry.        @bekahsayshe...
Whatqualifies  as a crisis?
Your starquarterbackcomes downthe flu andhas to missa game.   http://www.flickr.com/photos/51438986@N07/5019396750/
Specific,unexpected,nonroutine?   Offersopportunity?
A dorm burns down, forcing  many students to find newhousing in the middle of finals.                       http://www.flickr...
Specific,unexpected,nonroutine?   Offersopportunity?
http://www.flickr.com/photos/buehlerphoto/491135197/  A dean at your college travelsextensively out of the country and you ...
Specific,unexpected,nonroutine?   Offersopportunity?
Realcrises...
Rudy Giuliani  and 9/11                http://www.flickr.com/photos/jptully/5539035190/
BP oil spill andTony Hayward                   http://www.flickr.com/photos/talkradionews/4709975804/
University of Central Arkansas    and campus shooting                     http://t3chgeek.wordpress.com/2008/10/27/uca-upd...
Amity Island    and the Great   White
http://www.flickr.com/photos/jjbennett/3200824872/
What do we do totake advantage of the opportunityinherent in crisis?
BeforeAccept that crisis is quick and unexpected.
BeforeAcknowledge that threat of a crisis is relative.
BeforeDevelop good intentions prior to a crisis.
BeforeEngage in simulations and training.
BeforeDetermine goals for crisis communication.
BeforeDevelop strong, positive relationships with  primary and secondary stakeholders.
BeforeEstablish effective organizational leadership.
BeforeDevelop a positive organizational reputation.
DuringCommunicate early and often after the onset of crisis.
DuringDo not intentionally heighten crisis ambiguity.
During  Build a case for who responsiblefor the crisis and why - if it’s not you.
DuringAccept that your stakeholders - including members of  the media - are your partners in managing crisis.
DuringListen to your stakeholders.
DuringCommunicate early about crisis, acknowledge   if you do not know something, and     then promise to stay in contact.
DuringAvoid certain or absolute answers to the public        and media unless you are sure.
DuringDo not overassure stakeholders about crisis impact.
DuringHelp the public with advice about how they can help themselves.
DuringEnsure that your organizational leadership is visible.
DuringCooperate with stakeholders and   work to build consensus.
DuringDo not attempt to deny or cover up crisis.          Be open and honest.
DuringAdapt leadership and communication styles.
AfterBe prepared to question how your organization     thinks about and conducts business.
AfterAcknowledge that positive things    can come from crises.
AfterLook for and cultivate opportunities    for organizational renewal.
AfterGenerate support from stakeholder groups      for change in an organization.
AfterEvaluate crisis response and adapt future   responses to make improvements.
Before         http://www.flickr.com/photos/34517293@N05/4522289200/
During         http://www.flickr.com/photos/erik_neufurth/514969738/
After        http://www.flickr.com/photos/jjbennett/3200824872/
Questions?•   tosmith@ualr.edu•   @marleysmom•   501.324.9896
We're Gonna Need a Bigger Boat
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We're Gonna Need a Bigger Boat: Web Communication Before, During and After a Crisis was presented 12 June 2012 at the Penn State Web Conference.

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  • Books mentioned in the presentation are
    Effective Crisis Communication - http://www.amazon.com/Effective-Crisis-Communication-Moving-Opportunity/dp/1412980348/ref=sr_1_1?ie=UTF8&qid=1339604080&sr=8-1&keywords=effective+crisis+communication+moving+from+crisis+to+opportunity
    and
    Listen, Engage, Respond - http://www.amazon.com/Listen-Engage-Respond-Communications-ebook/dp/B0084O9OJC/ref=sr_1_1?s=books&ie=UTF8&qid=1339604584&sr=1-1&keywords=chris+syme
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  • We're Gonna Need a Bigger Boat

    1. We’re Gonna Need a Bigger BoatWeb Communication Before, During and After a Crisis Tonya Oaks Smith PSU Web Conference 12 June 2012
    2. On the Agenda...• Who am I?• Who are you?• What is a crisis?• What can we do before crisis?• What can we do during crisis?• What can we do after crisis?
    3. @marleysmom Kittenshark courtesy @radiofreegeorgy
    4. Who are you? @cliffyballgame photo courtesy of @shelleykeith
    5. What is a Crisis? An organizational crisis is a specific, unexpected and nonroutine event or series of events that create high levels of uncertainty and simultaneously present an organization with both opportunities and threats to its high- priority goals. - 2011, Ulmer, Sellnow & Seeger http://en.wikipedia.org/wiki/File:Crisi-tunity.png
    6. Specific,unexpected,nonroutine? Offersopportunity?
    7. Surprise! http://www.flickr.com/photos/doug88888/5888927678/
    8. Threat or opportunity? http://www.flickr.com/photos/donnagrayson/195244498/
    9. PerspectiveDon’t say you’restarving. You’renot. Children in Africa arestarving. You’re just hungry. @bekahsayshey Marley photo by @bootsmc
    10. Whatqualifies as a crisis?
    11. Your starquarterbackcomes downthe flu andhas to missa game. http://www.flickr.com/photos/51438986@N07/5019396750/
    12. Specific,unexpected,nonroutine? Offersopportunity?
    13. A dorm burns down, forcing many students to find newhousing in the middle of finals. http://www.flickr.com/photos/3abr/2376313418/
    14. Specific,unexpected,nonroutine? Offersopportunity?
    15. http://www.flickr.com/photos/buehlerphoto/491135197/ A dean at your college travelsextensively out of the country and you find he’s been filing expense reports twice for each trip.
    16. Specific,unexpected,nonroutine? Offersopportunity?
    17. Realcrises...
    18. Rudy Giuliani and 9/11 http://www.flickr.com/photos/jptully/5539035190/
    19. BP oil spill andTony Hayward http://www.flickr.com/photos/talkradionews/4709975804/
    20. University of Central Arkansas and campus shooting http://t3chgeek.wordpress.com/2008/10/27/uca-update/
    21. Amity Island and the Great White
    22. http://www.flickr.com/photos/jjbennett/3200824872/
    23. What do we do totake advantage of the opportunityinherent in crisis?
    24. BeforeAccept that crisis is quick and unexpected.
    25. BeforeAcknowledge that threat of a crisis is relative.
    26. BeforeDevelop good intentions prior to a crisis.
    27. BeforeEngage in simulations and training.
    28. BeforeDetermine goals for crisis communication.
    29. BeforeDevelop strong, positive relationships with primary and secondary stakeholders.
    30. BeforeEstablish effective organizational leadership.
    31. BeforeDevelop a positive organizational reputation.
    32. DuringCommunicate early and often after the onset of crisis.
    33. DuringDo not intentionally heighten crisis ambiguity.
    34. During Build a case for who responsiblefor the crisis and why - if it’s not you.
    35. DuringAccept that your stakeholders - including members of the media - are your partners in managing crisis.
    36. DuringListen to your stakeholders.
    37. DuringCommunicate early about crisis, acknowledge if you do not know something, and then promise to stay in contact.
    38. DuringAvoid certain or absolute answers to the public and media unless you are sure.
    39. DuringDo not overassure stakeholders about crisis impact.
    40. DuringHelp the public with advice about how they can help themselves.
    41. DuringEnsure that your organizational leadership is visible.
    42. DuringCooperate with stakeholders and work to build consensus.
    43. DuringDo not attempt to deny or cover up crisis. Be open and honest.
    44. DuringAdapt leadership and communication styles.
    45. AfterBe prepared to question how your organization thinks about and conducts business.
    46. AfterAcknowledge that positive things can come from crises.
    47. AfterLook for and cultivate opportunities for organizational renewal.
    48. AfterGenerate support from stakeholder groups for change in an organization.
    49. AfterEvaluate crisis response and adapt future responses to make improvements.
    50. Before http://www.flickr.com/photos/34517293@N05/4522289200/
    51. During http://www.flickr.com/photos/erik_neufurth/514969738/
    52. After http://www.flickr.com/photos/jjbennett/3200824872/
    53. Questions?• tosmith@ualr.edu• @marleysmom• 501.324.9896

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