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If things go wrong
“A man who has committed a mistake
and doesn't correct it is committing
another mistake”
- Confucius
Confucius
Confucius
The volcano that grounded many airlines -
the Eyjafjallajokull eruption in April 2010
What is a crisis?
• Sudden
• Disruptive
• Threatens reputation, assets
• Escalates
• Has wide impact
Types of crises
•Sudden - around 30%
•Developing slowly - 70%
How has technology
changed the impact?
• Twenty years ago, reputations were affected
in the first 24 hours.
• Now, reputat...
A story of three CEOs
British Petroleum (BP)
CEO Tony Hayward
Quote:“I want my life back”
BP’s mistakes
• They failed to recognise the crisis early enough
• They acted too slowly
• They did not react to criticism...
Virgin Trains
Quote “Our driver was a hero”
CEO Richard Branson
Did the right things
WhatVirgin did right
• Acted quickly
• CEO took charge
• Said the right things
• Followed-up
J W Marriott
Quote “Our deepest sympathies”
CEO Bill Marriott
Expressed his feelings
What J W Marriott did
right
• Acted very quickly
• Expressed human feelings
• Explained what is happening
• Gave reassuran...
P
A
C
E
E
E
E
Prepare
Alert
Communicate
Evaluate
valuate
valuate
valuate
PrepareAlert
Communicate
Evaluate
valuate
valuate
valuate
• You can prepare for any potential crisis
• You can set up a co...
PrepareAlert
Communicate
Evaluate
valuate
valuate
valuate
• Behaving well towards your customers at
all times will help to...
PrepareAlert
Communicate
Evaluate
valuate
valuate
valuate
• You need three plans:
• A crisis communication plan
• A crisis...
PrepareAlert
Communicate
Evaluate
valuate
valuate
valuate
• Make a plan and set of procedures
• Assign responsibilities
• ...
Prepare
AlertCommunicate
Evaluate
valuate
valuate
valuate
• You should be the first to know that a crisis
has occurred
• S...
Prepare
AlertCommunicate
Evaluate
valuate
valuate
valuate
• Monitor the media
• Have emergency communications in place
• A...
Prepare
Alert
CommunicateEvaluate
valuate
valuate
valuate
• Focus on the crisis
• Gather accurate information
• Communicat...
Prepare
Alert
CommunicateEvaluate
valuate
valuate
valuate
• Implement dark pages
• Make a statement
• If the news is bad, ...
Evaluate
valuate
valuate
valuate
• Perform an act of goodwill immediately
after the crisis
• Declare the crisis over
Evaluate
valuate
valuate
valuate• Review procedures
• Assess reputation
• Make changes if necessary
• Re-test procedures
Prepare
Alert
Communicate
Evaluate
valuate
valuate
valuate
Alan Stevens
The MediaCoach
alan@mediacoach.co.uk
Thank you for
listening
Dealing with a crisis   session 5 ppt
Dealing with a crisis   session 5 ppt
Dealing with a crisis   session 5 ppt
Dealing with a crisis   session 5 ppt
Dealing with a crisis   session 5 ppt
Dealing with a crisis   session 5 ppt
Dealing with a crisis   session 5 ppt
Dealing with a crisis   session 5 ppt
Dealing with a crisis   session 5 ppt
Dealing with a crisis   session 5 ppt
Dealing with a crisis   session 5 ppt
Dealing with a crisis   session 5 ppt
Dealing with a crisis   session 5 ppt
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Dealing with a crisis session 5 ppt

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#wagthedog Session 5

Published in: Business

Dealing with a crisis session 5 ppt

  1. 1. If things go wrong
  2. 2. “A man who has committed a mistake and doesn't correct it is committing another mistake” - Confucius Confucius Confucius
  3. 3. The volcano that grounded many airlines - the Eyjafjallajokull eruption in April 2010
  4. 4. What is a crisis? • Sudden • Disruptive • Threatens reputation, assets • Escalates • Has wide impact
  5. 5. Types of crises •Sudden - around 30% •Developing slowly - 70%
  6. 6. How has technology changed the impact? • Twenty years ago, reputations were affected in the first 24 hours. • Now, reputations are affected in the first five minutes.
  7. 7. A story of three CEOs
  8. 8. British Petroleum (BP)
  9. 9. CEO Tony Hayward Quote:“I want my life back”
  10. 10. BP’s mistakes • They failed to recognise the crisis early enough • They acted too slowly • They did not react to criticism • They misunderstood how people felt
  11. 11. Virgin Trains Quote “Our driver was a hero”
  12. 12. CEO Richard Branson Did the right things
  13. 13. WhatVirgin did right • Acted quickly • CEO took charge • Said the right things • Followed-up
  14. 14. J W Marriott Quote “Our deepest sympathies”
  15. 15. CEO Bill Marriott Expressed his feelings
  16. 16. What J W Marriott did right • Acted very quickly • Expressed human feelings • Explained what is happening • Gave reassurance
  17. 17. P A C E E E E
  18. 18. Prepare Alert Communicate Evaluate valuate valuate valuate
  19. 19. PrepareAlert Communicate Evaluate valuate valuate valuate • You can prepare for any potential crisis • You can set up a communications plan that will work in any situation • Crises lead to panic. Preparation allows you to stay calm
  20. 20. PrepareAlert Communicate Evaluate valuate valuate valuate • Behaving well towards your customers at all times will help to save your reputation in a crisis
  21. 21. PrepareAlert Communicate Evaluate valuate valuate valuate • You need three plans: • A crisis communication plan • A crisis operation plan • A business recovery plan
  22. 22. PrepareAlert Communicate Evaluate valuate valuate valuate • Make a plan and set of procedures • Assign responsibilities • Train staff • Prepare dark pages • Prepare media statements • Test the plan
  23. 23. Prepare AlertCommunicate Evaluate valuate valuate valuate • You should be the first to know that a crisis has occurred • Social media makes everyone an eyewitness reporter
  24. 24. Prepare AlertCommunicate Evaluate valuate valuate valuate • Monitor the media • Have emergency communications in place • Alert spokespeople • Open crisis centre
  25. 25. Prepare Alert CommunicateEvaluate valuate valuate valuate • Focus on the crisis • Gather accurate information • Communicate as quickly as possible • Never speculate about the cause • Be completely honest
  26. 26. Prepare Alert CommunicateEvaluate valuate valuate valuate • Implement dark pages • Make a statement • If the news is bad, report it yourself • Respond to media requests • Become the centre of information • Monitor the media for mis-information
  27. 27. Evaluate valuate valuate valuate • Perform an act of goodwill immediately after the crisis • Declare the crisis over
  28. 28. Evaluate valuate valuate valuate• Review procedures • Assess reputation • Make changes if necessary • Re-test procedures
  29. 29. Prepare Alert Communicate Evaluate valuate valuate valuate
  30. 30. Alan Stevens The MediaCoach alan@mediacoach.co.uk Thank you for listening

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