Crisis communications, lessons from experience mlq 2012

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Support material for European Association of Communications Director´s Workshop in Spain

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Crisis communications, lessons from experience mlq 2012

  1. 1. CRISISCOMMUNICATIONS – Sorpresa – Imprevisibilidad – Urgencia – Desestabilización Miguel López-Quesada Gil – Falta de información Chief Communication Officer – Sensación de persecución
  2. 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
  3. 3. Crisis/Miguel López-Quesada/EACD 2012 3
  4. 4. Crisis/Miguel López-Quesada/EACD 2012 4
  5. 5. But basics remainSomebody to blame Something at stake Somebody will find out Crisis/Miguel López-Quesada/EACD 2012 5
  6. 6. Reputation at stake = business at stake Crisis/Miguel López-Quesada/EACD 2012 6
  7. 7. Before the CrisisPREPAREDNESS Crisis/Miguel López-Quesada/EACD 2012 7
  8. 8. Crisis/Miguel López-Quesada/EACD 2012 8
  9. 9. Evolution of crisis management Crisis Real-timeCrisis Manual Management Contingency 1970-2005 System planning 2005-2010 2010-today Crisis/Miguel López-Quesada/EACD 2012 9
  10. 10. Crisis management team External advisors Technical staffCommercialstaffCorporateStaff Top Management Crisis/Miguel López-Quesada/EACD 2012 10
  11. 11. Psychological profiles LeaderStrategyst Pessimistic Creative Tactical Doer Crisis/Miguel López-Quesada/EACD 2012 11
  12. 12. Crisis/Miguel López-Quesada/EACD 2012 12
  13. 13. When crisis hits Crisis/Miguel López-Quesada/EACD 2012 13
  14. 14. Crisis life cycle ACUTE ORGANI C CHRONIC? POST- PRELIMINARY TRAUMATIC MANAGEMENT Assume mistakes ACTION Expect the worst RECOVERYPREPAREDNESS Closing Read the signs Crisis/Miguel López-Quesada/EACD 2012 14
  15. 15. Psychology of the crisis 1. DENIAL 2. ANGER 3. NEGOTIATION 4. DEPRESSION 5. ACCEPTANCEDr. Kubler Ross Crisis/Miguel López-Quesada/EACD 2012 15
  16. 16. Muchas gracias. Mucha suerte mlopezquesada@zed.com @mlopezquesada Crisis/Miguel López-Quesada/EACD 2012 16
  17. 17. Wrong media relationsSilenceDenialBlame the dead“Just” Confess Crisis/Miguel López-Quesada/EACD 2012 17
  18. 18. Find your black boxes like in an air crash Crisis/Miguel López-Quesada/EACD 2012 18
  19. 19. Crisis/Miguel López-Quesada/EACD 2012 19
  20. 20. Crisis management 2.0– Crisis 24/7– Real time management– Hype or real?– New (No?) rules of the game Crisis/Miguel López-Quesada/EACD 2012 20
  21. 21. Crisis/Miguel López-Quesada/EACD 2012 21
  22. 22. Hacking BombingPhising New Badvocacy 22 risks Viral Crisis/Miguel López-Quesada/EACD 2012
  23. 23. Crisis/Miguel López-Quesada/EACD 2012 23
  24. 24. Do the basicsCheck your websiteTechnoratiGoogle AlertsSM MonitoringDashboardTwitterSM Corporate GroupsCrisis wikiDark siteBusiness continuityCrisis/Miguel López-Quesada/EACD 2012 24
  25. 25. Crisis vs. Issues Crisis/Miguel López-Quesada/EACD 2012 25
  26. 26. Crisis/Miguel López-Quesada/EACD 2012 26
  27. 27. Politics & crisisCSR Contract with societyReputational capital VotesNewsworthy News-makerCompetition +/- passive Opposition + active Crisis/Miguel López-Quesada/EACD 2012 27
  28. 28. Seismic wavesAfter 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 Crisis/Miguel López-Quesada/EACD 2012 28
  29. 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 & ReputationChange Confirm Award Punish Demote Promote Knowledge Management Crisis/Miguel López-Quesada/EACD 2012 29
  30. 30. My key learningsSolving 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! Crisis/Miguel López-Quesada/EACD 2012 30
  31. 31. Good luck! mlopezquesada@zed.com @mlopezquesadawww.comunicaciondecrisis.wikispaces.com Crisis/Miguel López-Quesada/EACD 2012 31

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