Crisis Communications in the Age of Social Media by Sandra Fathi, President, Affect. This presentation was given on April 5, 2014 at the Ragan Social Media for PR and Corporate Communicators Conference in Orlando, Florida. #ragandisney
How to Create an Effective Crisis Communications Plan Before Disaster StrikesSandra Fathi
Presented at Ragan's Breakthrough Strategies for Corporate Communications in Dallas, TX, at AT&T, Nov. 12, 2014. This presentation covers the four stages of a crisis and how to help prevent, mitigate and respond to a full-blown crisis.
Crisis Communications Webinar - June 10Ted Skinner
Staying Ahead of the Game: The Steps to Effective Crisis Communications Planning
Don't wait for a crisis to hit before considering your communications strategy. Getting caught off guard can mean the difference between success and failure, especially if your competitors are quick to respond. Take action today to ensure tomorrow's stability.
> Planning for crisis incidents and overcoming resistance
> Engaging in rapid response
> Putting crisis plans into action
> The role of social media in a crisis
Moderator: Ted Skinner, Vice President, Public Relations Products, PR Newswire
Panelists:
Anne Sceia Klein, APR, Fellow PRSA, President, Anne Klein Communications Group, LLC
Irv Lipp, Principal, LippService LLC
David Weiner, Senior Account Manager, PR Newswire
This document discusses crisis communication and planning. It outlines 10 steps for crisis communication, including anticipating crises, identifying communication teams and spokespeople, developing holding statements, and conducting post-crisis analysis. It also describes 7 dimensions of crisis communication management, such as operations, victim management, trust and credibility, behavior, professional expectations, ethics, and lessons learned. The overall message is that organizations should prepare crisis communication plans and teams in advance to effectively respond to and manage crises.
Presented by Beverley Theresa of Top Draw at iMEDIA 2016.
Don't let your business #failwhale in a social media disaster. This interactive session will give you the tools to create a social media crisis management strategy, how to execute it correctly and how to avoid being on the list of "Top 10 Social Media Disasters of 2016".
Failing to plan is planning to fail.
Review this slide deck if you:
Want to create a social media crisis management strategy and demonstrate the benefits of having one for your business or clients.
Want to learn from real world examples of social media disaster management and from companies doing crisis management right and from those that flopped hard.
Want to learn how social media can be used as the the most valuable PR tool
Social Listening in Practice: Reputation & Crisis MonitoringBrandwatch
Every organization, regardless of size, will encounter a crisis at some point. Thankfully, not every organization will have to deal with one involving serious loss of life or injury. But every organization will encounter reputation issues with differing degrees of severity and impact.
But no matter what the size of your business, the principles and processes for effective crisis communications in the social media age are the same.
Our new guide outlines best practices for detecting and responding to a crisis, while also exploring:
- What reputation monitoring actually means
- How to identify a crisis, intelligently assess the damage, escalate and respond
- Real-world crisis case studies from Boeing, the Beverly Hills Hotel, United Airlines, Marriott Hotel & Walmart/ASDA
Everbridge: BP - What Not To Do When the World Is WatchingEverbridge, Inc.
Boycotts, public outcry, and a tarnished reputation - some of the lasting side-effects of one of the worst oil spills in history. Despite having significant resources, BP has made one crisis communications mistake after another. Could it happen to you if a major disaster were to derail your best-laid plans? Dr. Robert Chandler, renowned crisis communication expert, dissects the missteps of BP's messaging and tell us how to avoid a guilty verdict in the court of public opinion.
On September 11, 2007 Dan Keeney, APR was a general session speaker at Dam Safety '07, the annual conference of the Association of State Dam Safety Officials. His session, "Dam Safety in the News" looked at the roles and responsibilities of subject matter experts in times of intense scrutiny.
How to Create an Effective Crisis Communications Plan Before Disaster StrikesSandra Fathi
Presented at Ragan's Breakthrough Strategies for Corporate Communications in Dallas, TX, at AT&T, Nov. 12, 2014. This presentation covers the four stages of a crisis and how to help prevent, mitigate and respond to a full-blown crisis.
Crisis Communications Webinar - June 10Ted Skinner
Staying Ahead of the Game: The Steps to Effective Crisis Communications Planning
Don't wait for a crisis to hit before considering your communications strategy. Getting caught off guard can mean the difference between success and failure, especially if your competitors are quick to respond. Take action today to ensure tomorrow's stability.
> Planning for crisis incidents and overcoming resistance
> Engaging in rapid response
> Putting crisis plans into action
> The role of social media in a crisis
Moderator: Ted Skinner, Vice President, Public Relations Products, PR Newswire
Panelists:
Anne Sceia Klein, APR, Fellow PRSA, President, Anne Klein Communications Group, LLC
Irv Lipp, Principal, LippService LLC
David Weiner, Senior Account Manager, PR Newswire
This document discusses crisis communication and planning. It outlines 10 steps for crisis communication, including anticipating crises, identifying communication teams and spokespeople, developing holding statements, and conducting post-crisis analysis. It also describes 7 dimensions of crisis communication management, such as operations, victim management, trust and credibility, behavior, professional expectations, ethics, and lessons learned. The overall message is that organizations should prepare crisis communication plans and teams in advance to effectively respond to and manage crises.
Presented by Beverley Theresa of Top Draw at iMEDIA 2016.
Don't let your business #failwhale in a social media disaster. This interactive session will give you the tools to create a social media crisis management strategy, how to execute it correctly and how to avoid being on the list of "Top 10 Social Media Disasters of 2016".
Failing to plan is planning to fail.
Review this slide deck if you:
Want to create a social media crisis management strategy and demonstrate the benefits of having one for your business or clients.
Want to learn from real world examples of social media disaster management and from companies doing crisis management right and from those that flopped hard.
Want to learn how social media can be used as the the most valuable PR tool
Social Listening in Practice: Reputation & Crisis MonitoringBrandwatch
Every organization, regardless of size, will encounter a crisis at some point. Thankfully, not every organization will have to deal with one involving serious loss of life or injury. But every organization will encounter reputation issues with differing degrees of severity and impact.
But no matter what the size of your business, the principles and processes for effective crisis communications in the social media age are the same.
Our new guide outlines best practices for detecting and responding to a crisis, while also exploring:
- What reputation monitoring actually means
- How to identify a crisis, intelligently assess the damage, escalate and respond
- Real-world crisis case studies from Boeing, the Beverly Hills Hotel, United Airlines, Marriott Hotel & Walmart/ASDA
Everbridge: BP - What Not To Do When the World Is WatchingEverbridge, Inc.
Boycotts, public outcry, and a tarnished reputation - some of the lasting side-effects of one of the worst oil spills in history. Despite having significant resources, BP has made one crisis communications mistake after another. Could it happen to you if a major disaster were to derail your best-laid plans? Dr. Robert Chandler, renowned crisis communication expert, dissects the missteps of BP's messaging and tell us how to avoid a guilty verdict in the court of public opinion.
On September 11, 2007 Dan Keeney, APR was a general session speaker at Dam Safety '07, the annual conference of the Association of State Dam Safety Officials. His session, "Dam Safety in the News" looked at the roles and responsibilities of subject matter experts in times of intense scrutiny.
Using Technology to Enhance Your Health, Safety and Crisis Management Plannin...NAFSA Tech MIG
The document discusses using technology to enhance health, safety, and crisis management for international travelers. It provides examples of how traveler tracking, mobile apps, check-ins, and monitoring can help organizations respond to crises. Several case studies are presented, including scenarios involving students in Japan during the 2011 earthquake, and in Norway during a terrorist attack. The document advocates for comprehensive emergency planning and outlines best practices for travel risk management.
In the year of the customers, executives didn’t decide how customer-centric their companies should be – the customers did. Digital communication channels explode and mobile devices got smarter, customer expectations changed drastically. Customers expected consistent, proactive, personalized service across a growing number of channels, resulting in a positive, pain-free customer experience.
The customers didn't have the time or patience to wait on hold or fumble through clunky IVR systems. Those were obstacles of the past.
These are the top trends I noticed in the customer service domain in 2014.
This document is an example crisis action plan created by Herschel Campbell for a fictional company called Oil Services Global Security Center (OSGSC). The plan contains sections on activation instructions, a table of contents, the OSGSC's mission and organization structure, threat assessments, mitigation strategies, contingency plans for various crisis events, recovery procedures, and appendices with additional details. The plan is intended to ensure continuity of OSGSC operations during any crisis situations.
Doing gender in Computer-Mediated Communication: The blogosphereLois Scheidt
1. The document summarizes research on gender differences in blogs and computer-mediated communication. It finds that blog genre (e.g. diary vs. filter) influences language patterns more than gender.
2. Within adolescent diary blogs, girls tend to be more self-revealing and socially-conscious while boys take a more factual approach.
3. Past studies found inconsistent gender differences due to ignoring blog genre, but controlling for genre reveals discourse-style differences between males and females.
What's New in IdP 9.0 Behavioral Biometrics and more…SecureAuth
We are proud to announce our latest version of SecureAuth™ IdP v9.0. This release marks a milestone in technology advancement for access control and authentication security with the introduction of behavioral biometrics. This groundbreaking new risk analysis technology makes an organization even more secure while improving user experience. The technology performs keystroke and mouse movement analysis to determine a user’s legitimacy without the user noticing, if they don’t match – SecureAuth IdP v9.0 can require multi-factor authentication (MFA) for that login to proceed. SecureAuth is the first identity management vendor to offer this capability as part of a comprehensive risk-based authentication process.
Social Media Handbook for Red Cross Field Unitswharman
This document provides an overview of the American Red Cross social media strategy and guidelines. It outlines 12 steps for creating a successful social media presence, including engaging with the national Red Cross social media accounts, learning from other Red Cross chapters, evaluating organizational goals, and choosing appropriate social media tools. The document focuses on best practices for using blogs, Facebook, Twitter, YouTube, and Flickr to help execute the Red Cross mission.
A crisis management team (CMT) is responsible for managing organizational crises and restoring normal business operations. The CMT should establish what occurred, assess the impact, identify required actions, and retain control. Key roles include assessors who evaluate business interruptions, senior executives who provide guidance and approval, and communicators who inform internal and external stakeholders. Selecting an effective leader and training team members in crisis response is critical for the CMT to fulfill its responsibilities in managing crises and minimizing losses for the organization.
This document discusses different types of crises including financial, technological, malevolence, natural, deception, and workplace violence. It provides examples for each type such as the Kingfisher Airlines financial crisis, the Exxon Valdez oil spill technological crisis, and the Tylenol murders malevolence crisis. The document also discusses crisis management and provides an example of Union Carbide's unsuccessful management of the Bhopal gas tragedy and Pepsi's successful handling of a 1993 tampering crisis through effective communication.
A snapshot of internet, social media, and mobile use in every country in the world. This report is part of a suite of reports brought to you by We Are Social and Hootsuite - read the other reports for free at http://www.slideshare.net/wearesocialsg/presentations
Crisis Communications in the Age of Social MediaSandra Fathi
Crisis Communications in the Age of Social Media. Presented by Sandra Fathi at the Ragan Corporate Communicators Conference, June 11, 2014, Chicago #raganCCC
Before Disaster Strikes: Creating an Effective Crisis Communications PlanSandra Fathi
This webinar was presented by WOMMA on December 10, 2014. It covers Crisis Communications and Crisis Planning for public relations, social media and marketing professionals.
Social Shakeup Atlanta: When the Sh*t Hits the Fan - Managing Crises on Socia...Sandra Fathi
The document discusses crisis communications and managing crises on social media. It outlines a 4 phase approach to crisis communications: readiness, response, reassurance, and recovery. The readiness phase involves crisis mapping, policies/procedures, and crisis plans. The response phase outlines developing materials, training employees, and preparing communication channels. The reassurance phase is about communicating corrective actions and results. The recovery phase is rebuilding reputation through operational and policy changes. The document provides examples of crisis situations and recommends having a crisis toolkit and framework to address vulnerabilities and potential crises.
This document provides guidance and strategies for developing an effective communications plan to engage stakeholders and address challenges facing a school district. It discusses:
1) Conducting stakeholder mapping and media audits to understand key audiences and influencers.
2) Defining goals and objectives for advocacy and PR efforts over the short, medium, and long term.
3) Developing targeted messaging and selecting appropriate communication channels to reach different stakeholder groups.
4) Engaging stakeholders through various in-person and digital engagement strategies to understand their perspectives and build support.
5) Creating a crisis management plan to effectively respond to and recover from potential crises through open communication and demonstrating commitment to transparency.
Savvyor Hospitals provides medical services across India through its network of hospitals. The case study outlines Savvyor's marketing and community engagement strategy which includes:
1. Maintaining an informative website about its services, doctors, and patient testimonials.
2. Using social media platforms like Instagram, Facebook, YouTube, and email for health tips, articles, doctor videos, and offering discounts.
3. Issuing press releases about new services, partnerships, awards, and CSR activities.
4. Directing patients to WhatsApp support and using it to engage the community and drive traffic to their Facebook page.
5. Developing a pre-moderation process for their online community
Government entities and elected officials are no strangers to making negative headlines. But what should we do as social media managers when those headlines go viral? It's important to have a Social Media Crisis Plan in place before a negative story is shared around the world. Whether the story trends locally, nationally, or globally we as social media managers need to be prepared to handle negative backlash ahead of time. In this session, we'll share real life headlines and case studies of how we've handled negative viral stories, best practices, SOPs and our Social Media Crisis Plan.
Government Social Media Conference 2016 4/7/16
Speaker: Kaitlin Keeler, Oakland County Government, MI
The University of Florida social media strategy document outlines objectives to increase engagement on social media platforms and drive more traffic to their website. Key strategies include monitoring comments to better respond to followers, creating more interactive content to engage followers, and starting more social media conversations. The document defines social media roles and provides guidelines for content, critical incident response, and metrics for evaluating performance.
NCA Conference Panel: The Role of Social Media in Hurricane Sandy - A Public ...Sandra Fathi
Presented on November 23rd at the NCA Conference in Washington DC. A look at 3 organizations that grappled with the Hurricane Sandy crisis: Con Edison, MTA, JetBlue. Also includes a 4-Part Crisis Communications Plan: Readiness, Response, Reassurance, Recovery.
Crisis and online communications: Years of good reputation can be lost over a single incriminating video or post online. Learn ways to avoid he danger and when it happens how to effect damage control decisively.
#Manship4002 Ethics and Crisis Communications via Social Media - Lecture 14Paige Jarreau
This document discusses crisis communications and the role of social media. It defines a crisis as a disruptive event that can damage an organization's reputation. Examples include natural disasters, accidents, and technical errors. The document outlines best practices for using social media during a crisis, such as actively monitoring platforms, providing timely updates, and being transparent. It also discusses the importance of maintaining trust and credibility and responding thoughtfully to customer concerns on social media. Finally, it examines lessons from past crises like Hurricane Irene regarding hashtags and the tone of social media messages.
14 • COMMUNICATION WORLD • DECEMBER 2013 by Oliver S. Schm.docxmoggdede
The document discusses key stakeholders that organizations must communicate with during a crisis to protect their reputation. It identifies the three key stakeholders as employees, reporters from traditional news media, and social media users. It provides tips for effective crisis communication with each of these stakeholders, emphasizing the importance of establishing communication plans and designating spokespeople, building long-term relationships, monitoring coverage, and being prepared to engage on social media. The crisis communication approaches highlighted include empowering employees, addressing media inquiries quickly, and correcting any false information that emerges online.
Using Technology to Enhance Your Health, Safety and Crisis Management Plannin...NAFSA Tech MIG
The document discusses using technology to enhance health, safety, and crisis management for international travelers. It provides examples of how traveler tracking, mobile apps, check-ins, and monitoring can help organizations respond to crises. Several case studies are presented, including scenarios involving students in Japan during the 2011 earthquake, and in Norway during a terrorist attack. The document advocates for comprehensive emergency planning and outlines best practices for travel risk management.
In the year of the customers, executives didn’t decide how customer-centric their companies should be – the customers did. Digital communication channels explode and mobile devices got smarter, customer expectations changed drastically. Customers expected consistent, proactive, personalized service across a growing number of channels, resulting in a positive, pain-free customer experience.
The customers didn't have the time or patience to wait on hold or fumble through clunky IVR systems. Those were obstacles of the past.
These are the top trends I noticed in the customer service domain in 2014.
This document is an example crisis action plan created by Herschel Campbell for a fictional company called Oil Services Global Security Center (OSGSC). The plan contains sections on activation instructions, a table of contents, the OSGSC's mission and organization structure, threat assessments, mitigation strategies, contingency plans for various crisis events, recovery procedures, and appendices with additional details. The plan is intended to ensure continuity of OSGSC operations during any crisis situations.
Doing gender in Computer-Mediated Communication: The blogosphereLois Scheidt
1. The document summarizes research on gender differences in blogs and computer-mediated communication. It finds that blog genre (e.g. diary vs. filter) influences language patterns more than gender.
2. Within adolescent diary blogs, girls tend to be more self-revealing and socially-conscious while boys take a more factual approach.
3. Past studies found inconsistent gender differences due to ignoring blog genre, but controlling for genre reveals discourse-style differences between males and females.
What's New in IdP 9.0 Behavioral Biometrics and more…SecureAuth
We are proud to announce our latest version of SecureAuth™ IdP v9.0. This release marks a milestone in technology advancement for access control and authentication security with the introduction of behavioral biometrics. This groundbreaking new risk analysis technology makes an organization even more secure while improving user experience. The technology performs keystroke and mouse movement analysis to determine a user’s legitimacy without the user noticing, if they don’t match – SecureAuth IdP v9.0 can require multi-factor authentication (MFA) for that login to proceed. SecureAuth is the first identity management vendor to offer this capability as part of a comprehensive risk-based authentication process.
Social Media Handbook for Red Cross Field Unitswharman
This document provides an overview of the American Red Cross social media strategy and guidelines. It outlines 12 steps for creating a successful social media presence, including engaging with the national Red Cross social media accounts, learning from other Red Cross chapters, evaluating organizational goals, and choosing appropriate social media tools. The document focuses on best practices for using blogs, Facebook, Twitter, YouTube, and Flickr to help execute the Red Cross mission.
A crisis management team (CMT) is responsible for managing organizational crises and restoring normal business operations. The CMT should establish what occurred, assess the impact, identify required actions, and retain control. Key roles include assessors who evaluate business interruptions, senior executives who provide guidance and approval, and communicators who inform internal and external stakeholders. Selecting an effective leader and training team members in crisis response is critical for the CMT to fulfill its responsibilities in managing crises and minimizing losses for the organization.
This document discusses different types of crises including financial, technological, malevolence, natural, deception, and workplace violence. It provides examples for each type such as the Kingfisher Airlines financial crisis, the Exxon Valdez oil spill technological crisis, and the Tylenol murders malevolence crisis. The document also discusses crisis management and provides an example of Union Carbide's unsuccessful management of the Bhopal gas tragedy and Pepsi's successful handling of a 1993 tampering crisis through effective communication.
A snapshot of internet, social media, and mobile use in every country in the world. This report is part of a suite of reports brought to you by We Are Social and Hootsuite - read the other reports for free at http://www.slideshare.net/wearesocialsg/presentations
Crisis Communications in the Age of Social MediaSandra Fathi
Crisis Communications in the Age of Social Media. Presented by Sandra Fathi at the Ragan Corporate Communicators Conference, June 11, 2014, Chicago #raganCCC
Before Disaster Strikes: Creating an Effective Crisis Communications PlanSandra Fathi
This webinar was presented by WOMMA on December 10, 2014. It covers Crisis Communications and Crisis Planning for public relations, social media and marketing professionals.
Social Shakeup Atlanta: When the Sh*t Hits the Fan - Managing Crises on Socia...Sandra Fathi
The document discusses crisis communications and managing crises on social media. It outlines a 4 phase approach to crisis communications: readiness, response, reassurance, and recovery. The readiness phase involves crisis mapping, policies/procedures, and crisis plans. The response phase outlines developing materials, training employees, and preparing communication channels. The reassurance phase is about communicating corrective actions and results. The recovery phase is rebuilding reputation through operational and policy changes. The document provides examples of crisis situations and recommends having a crisis toolkit and framework to address vulnerabilities and potential crises.
This document provides guidance and strategies for developing an effective communications plan to engage stakeholders and address challenges facing a school district. It discusses:
1) Conducting stakeholder mapping and media audits to understand key audiences and influencers.
2) Defining goals and objectives for advocacy and PR efforts over the short, medium, and long term.
3) Developing targeted messaging and selecting appropriate communication channels to reach different stakeholder groups.
4) Engaging stakeholders through various in-person and digital engagement strategies to understand their perspectives and build support.
5) Creating a crisis management plan to effectively respond to and recover from potential crises through open communication and demonstrating commitment to transparency.
Savvyor Hospitals provides medical services across India through its network of hospitals. The case study outlines Savvyor's marketing and community engagement strategy which includes:
1. Maintaining an informative website about its services, doctors, and patient testimonials.
2. Using social media platforms like Instagram, Facebook, YouTube, and email for health tips, articles, doctor videos, and offering discounts.
3. Issuing press releases about new services, partnerships, awards, and CSR activities.
4. Directing patients to WhatsApp support and using it to engage the community and drive traffic to their Facebook page.
5. Developing a pre-moderation process for their online community
Government entities and elected officials are no strangers to making negative headlines. But what should we do as social media managers when those headlines go viral? It's important to have a Social Media Crisis Plan in place before a negative story is shared around the world. Whether the story trends locally, nationally, or globally we as social media managers need to be prepared to handle negative backlash ahead of time. In this session, we'll share real life headlines and case studies of how we've handled negative viral stories, best practices, SOPs and our Social Media Crisis Plan.
Government Social Media Conference 2016 4/7/16
Speaker: Kaitlin Keeler, Oakland County Government, MI
The University of Florida social media strategy document outlines objectives to increase engagement on social media platforms and drive more traffic to their website. Key strategies include monitoring comments to better respond to followers, creating more interactive content to engage followers, and starting more social media conversations. The document defines social media roles and provides guidelines for content, critical incident response, and metrics for evaluating performance.
NCA Conference Panel: The Role of Social Media in Hurricane Sandy - A Public ...Sandra Fathi
Presented on November 23rd at the NCA Conference in Washington DC. A look at 3 organizations that grappled with the Hurricane Sandy crisis: Con Edison, MTA, JetBlue. Also includes a 4-Part Crisis Communications Plan: Readiness, Response, Reassurance, Recovery.
Crisis and online communications: Years of good reputation can be lost over a single incriminating video or post online. Learn ways to avoid he danger and when it happens how to effect damage control decisively.
#Manship4002 Ethics and Crisis Communications via Social Media - Lecture 14Paige Jarreau
This document discusses crisis communications and the role of social media. It defines a crisis as a disruptive event that can damage an organization's reputation. Examples include natural disasters, accidents, and technical errors. The document outlines best practices for using social media during a crisis, such as actively monitoring platforms, providing timely updates, and being transparent. It also discusses the importance of maintaining trust and credibility and responding thoughtfully to customer concerns on social media. Finally, it examines lessons from past crises like Hurricane Irene regarding hashtags and the tone of social media messages.
14 • COMMUNICATION WORLD • DECEMBER 2013 by Oliver S. Schm.docxmoggdede
The document discusses key stakeholders that organizations must communicate with during a crisis to protect their reputation. It identifies the three key stakeholders as employees, reporters from traditional news media, and social media users. It provides tips for effective crisis communication with each of these stakeholders, emphasizing the importance of establishing communication plans and designating spokespeople, building long-term relationships, monitoring coverage, and being prepared to engage on social media. The crisis communication approaches highlighted include empowering employees, addressing media inquiries quickly, and correcting any false information that emerges online.
The document outlines BP's response and strategies during the 2010 Deepwater Horizon oil spill crisis, including establishing a crisis communication team, acknowledging responsibility, increasing safety measures, and learning from mistakes to rebuild trust and prevent future crises through preparedness and transparency. It also discusses BP's social media engagement and lessons learned around effective crisis communication, leadership, and managing reputation.
Webinar: How to Handle a Social Media CrisisFalcon.io
Are you prepared to deal with a social media crisis? It’s every Social Media Manager’s worst nightmare, but it doesn’t have to be. Watch this webinar with our friends at the creative agency, Chandelier Creative, to learn how to predict and mitigate crises online.
Specifically, you’ll learn:
- How to develop a social media crisis management plan
- How to protect your brand before, during and after a crisis
- How other brands have successfully managed a social media crisis
Webinar: How to Handle a Social Media CrisisDino Kuckovic
Are you prepared to deal with a social media crisis? It’s every Social Media Manager’s worst nightmare, but it doesn’t have to be. Join us and our friends at the creative agency, Chandelier Creative, to learn how to predict and mitigate crises online. Specifically, you’ll learn:
- How to develop a social media crisis management plan
- How to protect your brand before, during and after a crisis
- How other brands have successfully managed a social media crisis
This document provides a social media strategy for Taco Bell. It includes an executive summary, social media audit of current platforms and competitors, objectives to increase followers and brand reputation, guidelines for brand voice and persona, and strategies using paid, owned and earned media. It also outlines roles and responsibilities, a social media policy, and critical response plans for potential issues. The overall goal is to expand Taco Bell's social media presence and boost their brand reputation through engaging new content.
The next social challenge to public health: the information environment.pptxTina Purnat
A talk at Global Public Health Week 2024. It covers examples of issues in the information ecosystem and how they affect public health's efforts. It also discusses components of promoting demand for health services, products, health information, and adherence to health guidance.
The document provides 10 steps for integrating social media into crisis communication strategies to inform, reassure and motivate constituents. It discusses understanding different communication tools and their strengths, allocating resources, defining metrics for success, implementing the plan, tracking results and learning lessons to improve future responses. Real-life examples from snowstorms and arson fires show how social media kept people informed and engaged.
A crisis is a major event with potential negative consequences for an organization and its reputation. Proper planning and preparation are essential to minimize damage from a crisis. It is important for employees to understand the company's communications plan and guidelines. During a crisis, companies should focus on tasks, communicate openly, take responsibility, provide information to the public, and monitor coverage. Social media can impact a company's crisis response and employees must follow proper social media protocols.
Similar to Crisis Communications in the Social Media Age #RaganDisney (20)
News Making Machine - How Story Hijacking & Trend Intervention Can Transform ...Sandra Fathi
This document discusses how trend intervention and story hijacking can transform media relations. It defines trend intervention as positioning a company or message around timely, timeless or seasonal topics that are emerging as popular. Story hijacking involves positioning a company or message around breaking news stories. The document provides tips on how to identify trends and breaking news opportunities, and rules of engagement for trend intervention and story hijacking, including having prefabricated and planned content ready. Examples are given of how these techniques helped one company achieve significant media coverage and a large acquisition valuation.
Cyber Crime: Preparing Your Organization for the New NormalSandra Fathi
Cyber crime is rampant and every organization must prepare itself for the when, not if, they will have a data breach. This presentation was given at Pworld's Crisis Communications Boot Camp in Ottawa, CA June 13, 2019
Managing a Hack: Orchestrating Incident Response to Preserve Brand ReputationSandra Fathi
This document discusses managing cybersecurity incidents and data breaches to preserve brand reputation. It outlines the anatomy of a breach, the basic response process, and common justifications for not responding adequately. It describes the four phases of crisis communication: readiness, response, reassurance, and recovery. Best practices are presented, such as implementing policies to address vulnerabilities, establishing interdepartmental cooperation, and being honest and transparent. The Equifax data breach case study demonstrates consequences of a poor response, including executive departures, lawsuits, and new regulations.
The document discusses the challenges that public relations teams face in the era of fake news, including how headlines and tweets are often shared without reading the full content, low media literacy, fewer fact-checkers, and the rise of clickbait sites. It also provides tips for fighting fake news such as fact checking, vetting URLs, and following links back to the original story. Additionally, it addresses how reputation is important currency for organizations and how teams can take a proactive approach to managing their reputation.
This presentation was given at the FPRA Capital Chapter's meeting in Tallahasse on May 25, 2017. It covers what communicators need to know in the event of a data breach or cyber security incident.
Cyber Security 101: What Your Agency Needs to KnowSandra Fathi
This document provides an overview and agenda for a presentation on cyber security for agencies. The presentation will cover:
1) An introduction to cyber security threats in an agency environment and what agencies need to know.
2) The legal ramifications of a cyber attack and an agency's responsibilities and liabilities.
3) Developing a crisis communications plan to respond when a cyber attack occurs and the steps agencies should take.
The document then outlines one section of the presentation on defending enterprise integrity and making information security part of an organization's culture. It stresses the importance of focusing on human factors rather than just cyber defenses.
Show Me the Money: PR Metrics that Impress the C-SuiteSandra Fathi
Sandra Fathi, president of Affect, discusses metrics for measuring public relations that impress executives. She outlines objectives like proving value and ROI. Key performance indicators can track outcomes like lead generation, website traffic, and revenue generation. Share of voice compares a company's metrics to competitors' as a percentage of total conversations on a topic. Tracking correlations between PR activities, outputs, and business results is also important. Lead generation and revenue generation are most meaningful to executives.
Managing a Hack: A Communicator's Guide to a Data BreachSandra Fathi
Sandra Fathi, president of the public relations firm Affect, gave a presentation on managing data breaches and crisis communications. She outlined four phases of crisis response: readiness, response, reassurance, and recovery. For readiness, she recommended threat mapping, crisis planning templates, and training employees. For response, the key is to acknowledge the situation, impact, and commitment to action. Reassurance involves communicating resolution efforts and results. Recovery focuses on rebuilding trust through operational and policy changes. Effective data breach communications require transparency, assistance for impacted individuals, and honesty.
Flash Fires: Crisis Communications in the Age of NOWSandra Fathi
Sandra Fathi, founder and president of Affect Strategies, gave a presentation on crisis communications in the age of social media. She discussed the 4 phases of crisis communications: readiness, response, reassurance, and recovery. She emphasized the need for speed and agility in crisis response given how quickly information spreads on social media. Fathi provided examples of crises at Delta Airlines and Samsung and lessons on how to effectively respond across different communication channels. Her presentation highlighted the importance of preparation, transparency, and maintaining open communication throughout a crisis.
Break From the Pack with Data Visualization & InfographicsSandra Fathi
1. The document discusses how data visualization and infographics can help public relations professionals break out from their peers.
2. It outlines the different goals of using data for scientific research versus public relations, and how the framing and presentation of data can influence responses.
3. The document provides tips for finding meaningful insights from data, meeting media expectations around methodology and sample sizes, telling compelling stories with data, and using tools like Word, Excel, and online services to create effective visualizations.
Fear Factor Metrics: PR Metrics Communicators Fear MostSandra Fathi
Presentation given at PR News Measurement Conference in Chicago on November 18, 2015. Covers key measurement concepts including Share of Voice (SOV), Competitive Benchmarking & Correlations
Trade Secrets Your Agency Isn't SharingSandra Fathi
If you have never worked in a PR agency, their doings can seem mysterious. How does the agency get all of that coverage for their clients? Is it because of exclusive relationships with publications? Is it because they meet reporters for drinks or play golf together? What is the black magic that commands such high retainers? If you haven't been inside an agency, and your company expects you to hire and manage one, it can be intimidating. Agencies prefer to adopt a mystique about how they work because they think that keeping you in the dark will give them the upper hand in negotiations. However, the more you know about agency operations, the better results you achieve for your company and the more value you extract from your agency. In this session, we'll review models of agency operations and discuss the factors you need to know when engaging an agency.
We'll discuss:
Comparing apples to apples: how to compare agencies during the dreaded RFP process
How to see through the bull@#*%: Relationships don't mean a thing if they don't know how to tell your story
How to avoid the bait and switch: meet your team—not just the sales team—during the hiring process
How to negotiate guaranteed results into your agency agreement
How to save time and money—dictate how your hours should and shouldn't be spent in a retainer relationship
How to set yourself up for success: what you need to do to educate your new partner
This presentation was given at Ragan's 7th Annual Employee Communications, PR & Social Media Summit at Microsoft on October 28th, 2015
Bloggers Speak Out: New paid and pitching techniques to score more placement Sandra Fathi
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Payback: The ROI of SM & PR MeasurementSandra Fathi
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Best practices for project execution and deliveryCLIVE MINCHIN
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Crisis Communications in the Social Media Age #RaganDisney
1. Crisis Management in the Age of Social Media
Sandra Fathi
President, Affect
Email: sfathi@affect.com
tweet: @sandrafathi
web: affect.com
blog: techaffect.com
Ragan Social Media for PR & Corporate Communications
April 4-5, 2014
#ragandisney
2. PRESENTER BIO
SANDRA
FATHI
• Founder and president of Affect, a public relations and
social media firm specializing in technology,
healthcare and professional services
o Tri-State District Chair, PRSA
o Past President, PRSA-NY Chapter
o Past President, PRSA Technology Section
sfathi@affect.com
@sandrafathi
4. 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
5. 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
6. CRISIS COMMUNICATIONS
READINESS
Anticipating a 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
11. CRISIS COMMUNICATIONS
RESPONSE
Preparing a 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**
13. CRISIS COMMUNICATIONS
REASSURANCE
Who to 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
14. CRISIS COMMUNICATIONS
RECOVERY
Preparing a 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
15. CRISIS COMMUNICATIONS
EXAMPLE:
TACO
BELL
“We have strict food handling
procedures and zero tolerance for
any violations. We believe this is a
prank and the food was not
served to customers. We are
conducting an investigation and
will be taking swift action against
those
involved.”
Employees Gone Wild!
22. CRISIS COMMUNICATIONS
EXAMPLE:
PAULA
DEEN
"Food Network will not renew Paula Deen's contract when it expires at the end of
this month.”
Executive Blunders: Open Mouth, Insert Foot
24. CRISIS COMMUNICATIONS
EXAMPLE:
PAULA
DEEN
“After spending all day soul searching and trying
to figure out how to deal with what I did, I
recorded a video trying to do the right thing. In
the end, I felt that I needed to just be myself, say
I am sorry and beg for forgiveness.
What I said was wrong and hurtful. I know
that and will do everything that I can do make it
right. I am not about hate, and I will devote
myself to showing my family, friends and fans
how to live a life helping others, lifting us all up,
and spreading love.”
3,782,839 views
30. 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
31. 6. Know Where to 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
33. Crisis Management in the Age of Social Media
Sandra Fathi
President, Affect
Email: sfathi@affect.com
tweet: @sandrafathi
web: affect.com
blog: techaffect.com
Slides Available: Slideshare.net/sfathi
#ragandisney