.

1. Heroes vs. Villains:
How Good Crisis Communications
Can Save the Day
Presented by:

2. crisis
noun | cri·sis | ˈkrī-səs
: a difficult or dangerous situation that needs serious attention
: an unstable or crucial time or state of affairs in which a
decisive change is impending; especially: one with the distinct
possibility of a highly undesirable outcome <a financial crisis>
Source: Merriam-Webster.com/dictionary

3. ASSETS THREATS ACTIONS

4. Good crisis management
can be the difference
between being the hero
and being the villain.

5. Three Stages of Crisis
Management

6. BEFORE A CRISIS…
Recognize
and define the crisis.

7. BEFORE A CRISIS > RECOGNIZING AND DEFINING A CRISIS
It’s not a matter
of if a crisis will
occur, but when.

8. BEFORE A CRISIS > RECOGNIZING AND DEFINING A CRISIS
Learn to recognize and define the type
of crisis.
vs.

9. BEFORE A CRISIS > RECOGNIZING AND DEFINING A CRISIS
No matter what
type of crises
you’re facing,
you’re going to
be dealing with
trust issues.

10. BEFORE A CRISIS > RECOGNIZING AND DEFINING A CRISIS
Different types of
crises cause
different
reactions.

11. BEFORE A CRISIS…
Develop a plan.

12. BEFORE A CRISIS > DEVELOP A PLAN.
A basis crisis response
plan has three
essential elements.

13. BEFORE A CRISIS > DEVELOP A PLAN.
Who is going respond.

14. BEFORE A CRISIS > DEVELOP A PLAN.
What they’re going
to say.

15. BEFORE A CRISIS > DEVELOP A PLAN.
How they’re going to
say it.

16. BEFORE A CRISIS…
Exercise your plan.

17. BEFORE A CRISIS > EXERCISE THE PLAN.
The more often you
exercise the plan, the
more familiar it will be
when a crisis does occur.

18. BEFORE A CRISIS > EXERCISE THE PLAN.
Make sure
members of your
crisis response
team have an
updated copy of
the plan with them
at all times.

19. BEFORE A CRISIS > EXERCISE THE PLAN.
Test your
communication
systems.

20. BEFORE A CRISIS > EXERCISE THE PLAN.
Prepare your
spokesperson(s).

21. DURING A CRISIS…
The First Few Days

22. " -
- _ _
DURING A CRISIS > THE FIRST FEW DAYS
Be purposeful,
not reactive.
"Streisand Estate by Copyright (C) 2002 Kenneth & Gabrielle Adelman, California Coastal Records Project, www.californiacoastline.org. Licensed under CC BY SA 3.0 via
Wikimedia Commons https://commons.wikimedia.org/wiki/File:Streisand Estate.jpg#/media/File:Streisand Estate.jpg

23. DURING A CRISIS > THE FIRST FEW DAYS
Use message
management
techniques.

24. DURING A CRISIS > THE FIRST FEW DAYS
Stick to the facts.

25. DURING A CRISIS > THE FIRST FEW DAYS
Implement an
organized system for
tracking questions,
requests and
responses.

26. DURING A CRISIS…
Duration of the Crisis

27. DURING A CRISIS > DURATION OF THE CRISIS
Update internal
audiences and
stakeholders regularly.

28. DURING A CRISIS > DURATION OF THE CRISIS
Channel all requests through one point.

29. DURING A CRISIS > DURATION OF THE CRISIS
Communicate
accurate, consistent
messages.

30. DURING A CRISIS > DURATION OF THE CRISIS
Stick with your spokesperson.

31. AFTER A CRISIS…
Evaluate the Response.

32. AFTER THE CRISIS > EVALUATE THE RESPONSE
What worked?

33. AFTER THE CRISIS > EVALUATE THE RESPONSE
What did the plan miss?

34. AFTER THE CRISIS > EVALUATE THE RESPONSE
How will you improve?

35. AFTER THE CRISIS > EVALUATE THE RESPONSE
Adjust the plan
accordingly.

36. Overview
1. Recognize/define a crisis.
2. Develop a plan.
3. Exercise the plan.
4. Crisis Response: First few days.
5. Crisis Response: Duration of crisis.
6. Evaluate the response.

37. QUESTIONS?

38. Contact us.
Sandi Poreda, APR
sandi@bulldogstrategygroup.com
850.766.1906
Visit us.
www.bulldogstrategygroup.com