Infographic - Five steps to successful crisis managment for airlines, in the age of social media [PDF]

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Infographic - Five steps to successful crisis managment for airlines, in the age of social media [PDF]

  1. 1. 1. Prepare 5 steps to successful crisis Set up mitigation measures 1. Create a cross-functional Crisis management for airlines Communication Team b. Create a dormant blog and a in the age of social media toll-free number to be activated and updated regularly during crisis c. Monitor – Conduct online 3. Respond monitoring Update and have d. Cultivate – influencers and conversations advocates a. Convene the crisis communication team 2. Identify b. Start immediate search for Identify The type of references to crisis situation crisis* c. Activate dormant blog and hotline 4. Promote a. Sudden – Expected, but not now d. Prepare statements of Integrate with traditional accurate information media to drive awareness b. Smoldering – ongoing, blowing up e. Address media and viral a. Use key channels and influencers c. Bizarre – Unexpected, reports immediately to target: Employees, Media, never thought of Customers, Influencers b. Don’t try to control the *Ashcloud message. Influence only. was a mix c. And be transparent, and of sudden 5. Assess eliminate rumors and bizarre d. Join forces with other airlines, a. Evaluate, honestly airports and authorities to b De-brief – internally, inform the public and with the customers c. Prepare for future The chemical properties of an aviation crisis 1. Everything 2. People 3. Personal 4.Brand 5. Give happens demand dialogue is detractors love first. at lightning “hyper- as important have the Then seek speed transparency as message same tools favors. delivery www.SimpliFlying.com

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