Download as PDF, PPTX
Uploaded bySandra Fathi
Before Disaster Strikes: Creating an Effective Crisis Communications Plan
The document discusses the importance of creating an effective crisis communications plan, identifying its four phases: readiness, response, reassurance, and recovery. It provides various examples of crisis scenarios and outlines strategies for anticipation, response, and long-term recovery while emphasizing the role of social media during crises. Key takeaways include implementing policies to address vulnerabilities, preparing employees, and ensuring transparency in communication.
More Related Content
Similar to Before Disaster Strikes: Creating an Effective Crisis Communications Plan
Before Disaster Strikes: Creating an Effective Crisis Communications Plan
- 1. Before Disaster Strikes: Creatingan Effective Crisis Communications Plan Sandra Fathi President, Affect Email: sfathi@affect.com tweet: @sandrafathi web: affect.com blog: techaffect.com #RaganDisney 3rd Annual Ragan Social Media for PR & Corporate Communications Conference at Disney World
- 2. Before Disaster Strikes: Creatingan Effective Crisis Communications Plan Sandra Fathi President, Affect Email: sfathi@affect.com tweet: @sandrafathi web: affect.com blog: techaffect.com #RaganDisney 3rd Annual Ragan Social Media for PR & Corporate Communications Conference at Disney World
- 3. PRESENTER BIO SANDRA FATHI • Founder and president of Affect, a public relations and social media firm specializing in technology, healthcare and professional services o Immediate Past Tri-State District Chair, PRSA o Past President, PRSA-NY Chapter o Past President, PRSA Technology Section sfathi@affect.com @sandrafathi
- 4. CRISIS COMMUNICATIONS CORE CONCEPTS 4 Phases of Crisis Communications • Readiness • Response • Reassurance • Recovery
- 5. CRISIS COMMUNICATIONS RECOGNIZING CRISES Internal • Employees • Facilities • Vendors/Suppliers • Distributors/Resellers • Product External • Acts of Nature • Market • Legal Restrictions/Law • Customers • Advocacy Groups Anticipating & Understanding Threats to a Business People, Products, Facilities, Environment
- 6. CRISIS COMMUNICATIONS CRISIS SCENARIOS 1. Senior manager accused of inappropriate conduct including lewd photos with employee – Now on Instagram 2. Employee arrested for hit and run accident – Now Appearing in Google Search 3. Employee abusing drugs – Now Posted on his Facebook Profile 4. Customer credit card details leaked – Now On Twitter 5. Employee posts rant on company and exposes confidential information – Now on YouTube 6. Company accused of making children’s toys with poisonous lead paint – Now on a Mommy Blog
- 7. CRISIS COMMUNICATIONS EXERCISE #1 Create A Chart: Potential Threats to Your Business People Products/ Services Facili3es/ Opera3ons Environment Rank Order High Alert to Low Alert
- 8. CRISIS COMMUNICATIONS READINESS Anticipatinga Crisis 1. Crisis Mapping (SWOT Analysis) 2. Policies and Procedures (Prevention) 3. Crisis Monitoring 4. Crisis Communications Plan 5. Crisis Action Plan 6. Crisis Standard Communications Template
- 9. CRISIS COMMUNICATIONS RESPONSE TIMES How long before the $@!& hits the fan?
- 10.
- 11.
- 12. 1. Develop materials: • Messages/FAQ • Prepared statements • Press release template • Customer letters 2. Train employees • Awareness • Anticipation • Organizational Preparation 3. Prepare channels: • Hotline • Dark site • Social Media CRISIS COMMUNICATIONS RESPONSE: CRISIS TOOLKIT
- 13. CRISIS COMMUNICATIONS RESPONSE Preparinga Response 1. Don’t delay 2. Acknowledge situation 3. Acknowledge impact and ‘victims’ 4. Commit to investigate 5. Commit to sharing information and cooperation with relevant parties 6. Share corrective action plan if available 7. Respond in the format in which the crisis was received**
- 14.
- 15. CRISIS COMMUNICATIONS EXERCISE #2 Prepare a Template Crisis Response: 1. What happened? 2. What do we know about it? 3. Who/what was impacted? 4. How do we feel about it? (How should we feel?) 5. What are we going to do about it? 6. When are we going to do it? 7. When/how will we communicate next?
- 16. CRISIS COMMUNICATIONS REASSURANCE Whoto Reassure? How to Reassure? 1. Develop full response plan 2. Put plan into action: Immediate remedy 3. Communicate results of plan and impact 4. Reaffirm commitment to correction 5. Demonstrate results of program
- 17. CRISIS COMMUNICATIONS RECOVERY Preparinga Long-term Recovery Plan 1. Review need for operational, regulatory, environmental and employee changes 2. Develop long-term plan including policies and prevention tactics 3. Reassess crisis plan 4. Regain customer/public trust
- 18. CRISIS COMMUNICATIONS EXAMPLE: PAPER MAGAZINE
- 19. CRISIS COMMUNICATIONS EXAMPLE: PAPER MAGAZINE
- 20.
- 21. CRISIS COMMUNICATIONS Hurricane SandySocial Media Facts: Con Edison • 6,500 Twitter Followers to 23,000 within 2 Weeks • 25 videos posted on pre-Sandy preparation • 100,000+ views and multiple broadcast airings of videos • 2500 Press Release RTs • 140,000 Flickr restoration image views EXAMPLE: ConEd & MTA
- 22.
- 23. CRISIS COMMUNICATIONS Hurricane SandySocial Media Facts: MTA • Empower street crews • Empower consumers • Update MTA.info, YouTube, Flickr, Twitter, FaceBook • Utilize Urban Digital Panels • Email/Text Alerts MTA’s 4 Categories of Media Shared: • Before: Preparation • During: Storm Hits • Aftermath 1: Damage • Aftermath 2: Restoration EXAMPLE: ConEd & MTA
- 24.
- 25.
- 26.
- 27.
- 28.
- 29.
- 30. CRISIS COMMUNICATIONS EXAMPLE: TIDE LAUNDRY PODS
- 31. CRISIS COMMUNICATIONS EXAMPLE: TIDE LAUNDRY PODS
- 32. CRISIS COMMUNICATIONS EXAMPLE: SONY HACK • Day 1: 11/24 – Computer screen takeover and threatening message to reveal all internal data • Day 2: 11/25 – All Sony Computers shut down in NY, Hollywood and international. Sony claims to be ‘Investigating an IT Matter” • Day 3: 11/26 – Still no computers, email or voicemail • Day 4: 11/27 – 5 Sony films (not yet releases) dumped online on file-sharing hubs • Days 5, 6, 7 – Stories swirl about North Korean involvement • Day 8: 12/1 - Sony hires a cyber security firm, FBI launches investigation • Day 9: 12/2 – Sony chiefs Michael Lynton and Amy Pascal issue company-wide alert to employees about the attack • ...... • Day 22: 12/6th – Cyberterrorists threaten to attack movie theaters that show The Interview • All hell breaks loose
- 33. CRISIS COMMUNICATIONS EXAMPLE: SONY HACK 1. Men are paid more than women (stars and executives) 2. Quid pro quo at play (with journalists) 3. Ugly side of business (Angelina Jolie ‘minimally talented spoiled brat’ and racially charged jokes about Obama’s taste in movies) 4. Tracking detailed medical costs and health information about employees 5. Revealing celebrity aliases
- 34. CRISIS COMMUNICATIONS EXERCISE #3 WWYD: What Would You Do? At each stage of the crisis, SONY seems to have made major mistakes. What would you have done differently for each stage? 1. Readiness 2. Response 3. Reassurance 4. Recovery
- 35. CRISIS COMMUNICATIONS 10 THINGS TO KNOW 1. Implement Policies to Address Potential Vulnerabilities 2. Use Social Media as a Tool for Crisis Monitoring 3. Understand the Response-ability of Social Media 4. Establish a Framework for Response 5. Build a Social Media Crisis Toolkit
- 36. 6. Know Whereto Respond 7. Prepare Your Employees in Advance 8. Establish the Proper Tone 9. Kill the Automation Switch 10. Be Honest, Be Transparent CRISIS COMMUNICATIONS 10 THINGS TO KNOW
- 37. CRISIS COMMUNICATIONS RESOURCES WhitePaper: Crisis Communications in the Social Media Age Download at: Affect.com
- 38. How to Createan Effective Crisis Communications Plan Before Disaster Strikes Sandra Fathi President, Affect Email: sfathi@affect.com tweet: @sandrafathi web: affect.com blog: techaffect.com Slides Available: Slideshare.net/sfathi #RaganDisney