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Cema social convergence and incident comms

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Part Two of the Emergency Information Officer training session at CEMA in March 2015. Focus on social convergence and its impact on crisis/incident communications.

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Cema social convergence and incident comms

  1. 1. Social Convergence andSocial Convergence and Incident CommunicationsIncident Communications CEMA March 2015 Patrice Cloutier
  2. 2. Today’s presentationToday’s presentation 1. Introduction 2. Characteristics of a crisis 3. Social Convergence explained 4. How it affects crisis communications 5. How to be ready 6. Conclusion
  3. 3. It's likely you, and your audiences,It's likely you, and your audiences, will be under stress!will be under stress! What’s a crisis? ◦ Surprise (not always) ◦ Public scrutiny ◦ Media coverage ◦ Not routine ◦ Loss of control
  4. 4. Changing expectationsChanging expectations Communications support to executives  Pressure to communicate is immediate  Not just legacy media  Every incident/crisis has a reputation management component  Need for SM monitoring
  5. 5. What is driving this change?What is driving this change?
  6. 6. It's not only about social mediaIt's not only about social media
  7. 7. Instantaneous sharingInstantaneous sharing Key information channels ...family/friends People create their own alerting/news networks Share perceptions … shape public opinion Reinforces age-old behaviours … Everyone is a reporter …
  8. 8. Instantaneous sharing … everythingInstantaneous sharing … everything
  9. 9. What this means for you ...What this means for you ...
  10. 10. What this means for you ...What this means for you ...
  11. 11. Four crisis comms imperatives ...Four crisis comms imperatives ... 1. Alert and notify … mobile + social 2. Respond … implement under scrutiny 3. Monitor … social listening 4. Engage … dialogue
  12. 12. Alert and NotifyAlert and Notify
  13. 13. RespondRespond 1. Public scrutiny 2. Media attention 3. Plans and preparation matter 4. Make your crisis comms plan social
  14. 14. Monitor … operational listeningMonitor … operational listening 1. Validate success of messaging 2. Identify rumours/threats to public safety/health 3. Isolate calls for help/assistance 4. Detect reputational threats 5. Situational awareness
  15. 15. EngageEngage
  16. 16. Challenges existChallenges exist 1. Validation 2. Acceptance by executives 3. Training and staffing
  17. 17. Benefits far outweigh risksBenefits far outweigh risks 1. More information … in real-time 2. Direct access to audiences 3. Responsiveness
  18. 18. Remember ...Remember ...
  19. 19. Remember ...Remember ...
  20. 20. Remember ...Remember ...
  21. 21. Finally ...Finally ... We are in an era of message competition ...not control … Move at the speed of your audiences or be irrelevant … Use the tools they use or you won't be heard …

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