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Orrville Area Safety Council September Meeting

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Crisis Management and Crisis Communications

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Orrville Area Safety Council September Meeting

  1. 1. 2019 Orrville Safety Council Crisis Communications
  2. 2. 2 Copyright 2016 Hennes Communications@crisiscomm crisiscomm Active Shooter Bombings Bridge Failures Politician Sit. Chemical Spills Crimes Criminal Accusations Dam & Levee Failures Data Loss Discrimination Complaints Earthquakes Environmental Disasters Epidemics Explosions Fires Floods Food Poisonings Hazmat Situations Hacker Attacks What You Might Face Industrial Disasters Lawsuits Legal Malpractice Mass Casualty Event Nuclear/Radiation Accidents OSHA Citations Plane Crashes Protests Rail Accidents Reputational Threats Riots Road Accidents Sabotage Sexual Misconduct Structural Failures Terrorist Incidents Thefts Union Grievances Senior executive accused of fiscal mismanagement – or worse Employee files a sexual harassment or discrimination suit Mayor or Cabinet member makes an inappropriate comment
  3. 3. 3 Copyright 2016 Hennes Communications@crisiscomm crisiscomm 3
  4. 4. 4 Copyright 2016 Hennes Communications@crisiscomm crisiscomm > When social media lights up. > When traditional media turns the cameras on you. > Who we are. > What we do. Crisis Communications
  5. 5. 5 Copyright 2016 Hennes Communications@crisiscomm crisiscomm5 @crisiscomm Legal controversies today are tried in the Court of Public Opinion – as often as in the Court of Law.
  6. 6. 6 Copyright 2016 Hennes Communications@crisiscomm crisiscomm The Damage Control Playbook Rule #1: Tell the truth Rule #2: Tell it first Rule #3: Tell it all Rule #4: Tell it fast Rule #5: Tell it to the people who matter most Rule #6: The media’s job is not to inform or educate
  7. 7. 7 Copyright 2016 Hennes Communications@crisiscomm crisiscomm Social Media
  8. 8. 8 Copyright 2016 Hennes Communications@crisiscomm crisiscomm Why Social Media Matters • Because that’s where the news is.
  9. 9. 9 Copyright 2016 Hennes Communications@crisiscomm crisiscomm Why Social Media Matters During A Crisis > Because that’s where the newsmakers are.
  10. 10. 10 Copyright 2016 Hennes Communications@crisiscomm crisiscomm It’s Where the President Lives... Donald J. TrumpVerified account @realDonaldTrump Aug 27 Major rescue operations underway! 18,272 replies15,579 retweets84,772 likes Donald J. TrumpVerified account @realDonaldTrump Aug 27 Going to a Cabinet Meeting (tele-conference) at 11:00 A.M. on #Harvey. Even experts have said they've never seen one like this! 16,124 replies11,065 retweets54,943 likes Donald J. TrumpVerified account @realDonaldTrump Aug 27 We are in the NAFTA (worst trade deal ever made) renegotiation process with Mexico & Canada.Both being very difficult,may have to terminate? 27,182 replies19,211 retweets82,764 likes Donald J. TrumpVerified account @realDonaldTrump Aug 27 With Mexico being one of the highest crime Nations in the world, we must have THE WALL. Mexico will pay for it through reimbursement/other. 57,452 replies26,933 retweets103,498 likes Donald J. TrumpVerified account @realDonaldTrump Aug 27 More Wow - Now experts are calling #Harvey a once in 500 year flood! We have an all out effort going, and going well!
  11. 11. 11 Copyright 2016 Hennes Communications@crisiscomm crisiscomm > 336 million monthly active users > 500 million tweets per day – 6,000 per second. > 6-in-10 Twitter users get news there. (67% Pew – 2018) > 54 percent of Twitter news consumers went there looking for it (highest of popular social media; FB only 38 percent) > Journalists make up 24.6 percent of verified accounts. > 60% of consumers expect your brand to respond to a Twitter query within the hour.
  12. 12. 12 Copyright 2016 Hennes Communications@crisiscomm crisiscomm > Largest social network > 2.2 billion daily active users worldwide – another 13 percent increase, year over year, as of May 31, 2018 > Two-thirds of users and about half of all Americans get news on the site (Pew – 2018) > How we tell friends about stuff: 81 percent of all content shared in U.S. is shared on Facebook. > Great for distributing & receiving info during a crisis - if your following is established.
  13. 13. 13 Copyright 2016 Hennes Communications@crisiscomm crisiscomm Social Media: Guiding Principles • Be Transparent • Be Responsive • Be Fast • Use Words + Actions • Be Professional – and human
  14. 14. 14 Copyright 2016 Hennes Communications@crisiscomm crisiscomm A Crisis In The Making
  15. 15. 15 Copyright 2016 Hennes Communications@crisiscomm crisiscomm A Crisis Averted
  16. 16. 16 Copyright 2016 Hennes Communications@crisiscomm crisiscomm > Tower Hamlets MPSVerified account @MPSTowerHam > FollowFollow @MPSTowerHam > Please do not contact us about the #KFCCrisis - it is not a police matter if your favourite eatery is not serving the menu that you desire. > 6:10 AM - 20 Feb 2018 > 11,864 Retweets > 19,969 Likes
  17. 17. 17 Copyright 2016 Hennes Communications@crisiscomm crisiscomm A masterclass in PR crisis management. #KFCCrisis
  18. 18. 18 Copyright 2016 Hennes Communications@crisiscomm crisiscomm A chicken restaurant without any chicken. It’s not ideal. Huge apologies to our customers, especially those who travelled out of their way to find we were closed. And endless thanks to our KFC team members and our franchise partners for working tirelessly to improve the situation. It’s been a hell of a week, but we’re making progress, and every day more and more fresh chicken is being delivered to our restaurants. Thank you for bearing with us. WE’RE SORRY.
  19. 19. 19 Copyright 2016 Hennes Communications@crisiscomm crisiscomm Social Media: Best Practices • Monitor and be prepared to respond • Don’t let mistakes live on • Don’t arm wrestle with trolls • Pause before hitting “delete” • Go offline to get back on track • Know who’s running the site • Remember your audience
  20. 20. 20 Copyright 2016 Hennes Communications@crisiscomm crisiscomm The Damage Control Playbook Rule #1: Tell the truth Rule #2: Tell it first Rule #3: Tell it all Rule #4: Tell it fast Rule #5: Tell it to the people who matter most Rule #6: The media’s job is not to inform or educate
  21. 21. 21 Copyright 2016 Hennes Communications@crisiscomm crisiscomm The Damage Control Playbook Rule #1: Tell the truth Rule #2: Tell it first Rule #3: Tell it all Rule #4: Tell it fast Rule #5: Tell it to the people who matter most Rule #6: The media’s job is not to inform or educate
  22. 22. 22 Copyright 2016 Hennes Communications@crisiscomm crisiscomm The Three Vs Villain Victim Vindicator
  23. 23. 23 Copyright 2016 Hennes Communications@crisiscomm crisiscomm NO COMMENT = GUILTY!
  24. 24. 24 Copyright 2016 Hennes Communications@crisiscomm crisiscomm What happens when you ARE the villain?
  25. 25. 25 Copyright 2016 Hennes Communications@crisiscomm crisiscomm Crisis Management & Crisis Communications Hennes Communications Crisis Management Crisis Communications Litigation Communications Support Because the Court of Public Opinion is always in session. Crisis Management Today Newsletter Twice a month, best practices for crisis managers. For a gratis subscription, send your email address to york@crisiscommunications.com Follow us on Twitter @crisiscomm Friend us on Facebook at CrisisComm

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