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Crisis Communications Tools & Techniques
1. CRISIS
COMMUNICATIONS
– Sorpresa
– Imprevisibilidad
– Urgencia
– Desestabilización
Miguel López-Quesada Gil
– Falta de información
Chief Communication Officer
– Sensación de persecución
2. Goals of this presentation
• Provide tools for online & off line crisis
management
• Learn from 15 years of experience (mistakes)
• Help Comms Manager increase their value
within organisations
Crisis/Miguel López-Quesada/EACD 2012 2
24. Do the basics
Check your website
Technorati
Google Alerts
SM Monitoring
Dashboard
Twitter
SM Corporate Groups
Crisis wiki
Dark site
Business continuity
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27. Politics & crisis
CSR Contract with society
Reputational capital Votes
Newsworthy News-maker
Competition +/- passive Opposition + active
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28. Seismic waves
After a major crisis, new similar crisis occur due to:
– Hiper-sensitive Public Opinion
– Media attention on sector/business
– Operations staff under stress increase mistakes
– Enhanced inspection & enforcement from Authorities
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29. Closing a crisis Privilege of the #1
Beware of premature ending
Document key decissions for Court
Decissions Coverage Damages
Impact
Procedures Friends & Foes
Votes & Reputation
Change Confirm Award Punish Demote Promote
Knowledge Management
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30. My key learnings
Solving a crisis starts far before the crisis happens
– Internet has changed everything
– But basics remain the same
– Prepare for the worst
– Be empathic
– Show control: inside and outside
– It’s a team effort, stupid!
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31. Good luck!
mlopezquesada@zed.com
@mlopezquesada
www.comunicaciondecrisis.wikispaces.com
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