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.
The Case for B2B Social Media - Lead GenerationSandra Fathi
Presented as part of Social Media Week NYC February 13, 2012 at Affect (www.affect.com).
Sandra Fathi @sandrafathi, sfathi@affect.com
Katie Creaser @ksafrey, kcreaser@affect.com
Kickstarting Online Communities: Con Edison Case StudySandra Fathi
This presentation was given at Womm-U in Chicago on May 23, 2013. It covers how to kickstart and maintain your online community using Con Edison's Power of Giving forum as an example.
Igniting Internal Communications with Effective Social Media StrategiesSandra Fathi
Presentation given at the Strategic Internal Communications Conference in Chicago on March 15th, 2011 by Sandra Fathi. Presentation discusses effective uses and strategies for incorporating social media in internal communications initiatives
The Case for B2B Social Media - Lead GenerationSandra Fathi
Presented as part of Social Media Week NYC February 13, 2012 at Affect (www.affect.com).
Sandra Fathi @sandrafathi, sfathi@affect.com
Katie Creaser @ksafrey, kcreaser@affect.com
Kickstarting Online Communities: Con Edison Case StudySandra Fathi
This presentation was given at Womm-U in Chicago on May 23, 2013. It covers how to kickstart and maintain your online community using Con Edison's Power of Giving forum as an example.
Igniting Internal Communications with Effective Social Media StrategiesSandra Fathi
Presentation given at the Strategic Internal Communications Conference in Chicago on March 15th, 2011 by Sandra Fathi. Presentation discusses effective uses and strategies for incorporating social media in internal communications initiatives
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
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.
Stakeholders – The Key to Prioritising your Actions
The Synopsis:
• Identify the key Stakeholders represented in any Situation
• Identify the Critical Thinking Skills and processes that underlie a successful Root Cause Analysis
• How to successfully prioritise issues successfully every time
• Identify the core issues represented in any Situation
The Key Objectives
• Learn a flexible and practical approach to determine priorities of core issues
• Learn a rational and intuitive priority setting strategy.
• Learn a priority setting thinking approach through case studies
• Learn questioning techniques as applied in quick, short cut approaches
• Apply the priority setting thinking approach to own job situations.
What you will take-away
• An appropriate set of Thinking Processes to adopt
• An intuitive and structured set of Questioning Techniques
• Structured templates that allow for the timely analysis/filtering of information
• The confidence to adopt the process for your everyday work
Is Bad Data Killing Your Customer Engagement Strategy? Marketo
In this webinar, hear how Marketo and AmberLeaf are helping other marketing teams improve customer engagement by improving customer data. Listen in to learn
- How your customers view your data challenges
- Who should own the data problem
- Common data pitfalls and quick wins for clean up
- What questions to ask of other internal groups
RUN - DCM - Digital Crisis Management by Scott WilderEdelman Digital
See some practical ways to monitor for crisis’ on the web and for preparing and handling what could become your worst web nightmare.
Presentation by Scott Wilder
Create a Responsive Social Strategy on a Shoestring BudgetMichelle Killebrew
Session 1: Social media strategy
Create a responsive social strategy on a shoestring budget
Even in today's hypersocial world, some organizations still don't take the time to create a winning social media strategy that keeps them one step ahead of brand threats and opportunities. It can be a struggle to be successful when you've got no plan, no budget, no dedicated resources and no technology to support you. This session will show you how to create a plan that prepares you to react to negative comments or posts on the fly. You'll discover what a strong, reactive social media strategy looks like—and how it can help you take timely stands on breaking national issues and news.
You'll learn:
- How to craft a responsive social media strategy with a limited budget
- How to ensure your strategy aligns with your organization's mission
- How to spot, prepare and react to angry customers—before they erupt
- How to take stands on controversial topics already driving social buzz
- How to know what qualifies as an online crisis—and what doesn't
- Which responders to activate when bad news breaks—and how they should engage on social media
* Michelle Killebrew is CMO at Nomiku.
* Heather Garcia-Meza is a marketing strategist and former VP of marketing at Vendini.
{This presentation is Part 1}
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
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.
Stakeholders – The Key to Prioritising your Actions
The Synopsis:
• Identify the key Stakeholders represented in any Situation
• Identify the Critical Thinking Skills and processes that underlie a successful Root Cause Analysis
• How to successfully prioritise issues successfully every time
• Identify the core issues represented in any Situation
The Key Objectives
• Learn a flexible and practical approach to determine priorities of core issues
• Learn a rational and intuitive priority setting strategy.
• Learn a priority setting thinking approach through case studies
• Learn questioning techniques as applied in quick, short cut approaches
• Apply the priority setting thinking approach to own job situations.
What you will take-away
• An appropriate set of Thinking Processes to adopt
• An intuitive and structured set of Questioning Techniques
• Structured templates that allow for the timely analysis/filtering of information
• The confidence to adopt the process for your everyday work
Is Bad Data Killing Your Customer Engagement Strategy? Marketo
In this webinar, hear how Marketo and AmberLeaf are helping other marketing teams improve customer engagement by improving customer data. Listen in to learn
- How your customers view your data challenges
- Who should own the data problem
- Common data pitfalls and quick wins for clean up
- What questions to ask of other internal groups
RUN - DCM - Digital Crisis Management by Scott WilderEdelman Digital
See some practical ways to monitor for crisis’ on the web and for preparing and handling what could become your worst web nightmare.
Presentation by Scott Wilder
Create a Responsive Social Strategy on a Shoestring BudgetMichelle Killebrew
Session 1: Social media strategy
Create a responsive social strategy on a shoestring budget
Even in today's hypersocial world, some organizations still don't take the time to create a winning social media strategy that keeps them one step ahead of brand threats and opportunities. It can be a struggle to be successful when you've got no plan, no budget, no dedicated resources and no technology to support you. This session will show you how to create a plan that prepares you to react to negative comments or posts on the fly. You'll discover what a strong, reactive social media strategy looks like—and how it can help you take timely stands on breaking national issues and news.
You'll learn:
- How to craft a responsive social media strategy with a limited budget
- How to ensure your strategy aligns with your organization's mission
- How to spot, prepare and react to angry customers—before they erupt
- How to take stands on controversial topics already driving social buzz
- How to know what qualifies as an online crisis—and what doesn't
- Which responders to activate when bad news breaks—and how they should engage on social media
* Michelle Killebrew is CMO at Nomiku.
* Heather Garcia-Meza is a marketing strategist and former VP of marketing at Vendini.
{This presentation is Part 1}
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
This PPT was presented as part of a webinar for PR Daily entitled "Bloggers Speak Out: New paid and pitching techniques to score more placement." The webinar had three presenters and this portion was given by Sandra Fathi. It covers what's new in blogger relations, influencer marketing strategies, research and tools, promotions and sponsorships and product and service reviews.
This presentation was given at eMetrics, Chicago, on June 9th, 2015. It focuses on three primary tactics of measurement for public relations: share of voice, competitive benchmarking and correlations.
Data-Driven PR Metrics: Share of Voice, Competitive Benchmarking, CorrelationsSandra Fathi
Presentation given at eMetrics Summit in San Francisco on April 1, 2015. Covers PR measurement through three specific tactics - share of voice, competitive benchmarking and correlations.
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.
Data-Driven Headlines: A Guide to Securing Media Coverage Through DataSandra Fathi
Webinar given on October 28, 2014 for PRSA. Geared towards public relations professionals and marketers seeking media coverage for their company by leveraging data.
PRx: The Future of Public Relations & MediaSandra Fathi
PRx is a conference hosted by the PRSA Tri-State District. It took place on October 21, 2014 at the Yale Club in NYC. Speakers included:
Fred Cook, President and CEO, Golin @fredcook
Barri Rafferty, Senior Partner and CEO of North American Ketchum @barrirafferty
Richard Galant, Senior Editor, Opinion, CNN Digital @richny
Chris Allbritton, Senior Editor, The Daily Beast, & Freelance Writer @chrisallbritton
Steve Barrett, Editor in Chief, PR Week @Steve_J_Barrett
Brendan Lewis, Director of Communications, Foursquare @bplewis
Laura Covington, Communications Manager, Foursquare @lpc
Megan Hess, Assistant Editor, Mashable @mhess4
Sandra Fathi, President, Affect @sandrafathi
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
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
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Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
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Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
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Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
2. PROPRIETARY & CONFIDENTIAL March 4, 2010Affect Strategies
MANAGING A HACK:
A Communicator’s Guide to Responding to a Data Breach
Sandra Fathi
President, Affect
Email: sfathi@affect.com
tweet: @sandrafathi
web: affect.com
blog: techaffect.com
FPRA Capital Chapter
May 25, 2017
3. PROPRIETARY & CONFIDENTIAL
SANDRA FATHI
Founder and president of Affect, a public relations and social media firm
specializing in technology, healthcare and professional services
o Board Member, PR Council
o Past Tri-State District Chair, PRSA
o Past President, PRSA-NY Chapter
o Past President, PRSA Technology Section
@sandrafathi
sfathi@affect.com
@sandrafathi Affect
4. PROPRIETARY & CONFIDENTIAL
SAMPLE CRISIS WORK
o Data Breaches, Identity Theft, Website Hacks, Malware
(Multiple Companies)
o Product Recall for Potential Lead Poisoning (Baby Product)
o Hurricane Sandy, Hurricane Irene (ConEd)
o Worker Strike, Manhole Cover Explosion, Building Explosion (ConEd)
o Hit & Run (By Company Employee)
o Sexual Harassment and Executive Misconduct (By CEO)
o Executive Arrest for DUI
o Terrorist Activity Interrupts Operations (Tech Company)
o Foreign Mafia Threats on Executives
o Employee Kidnapping/Release by Militia (EDS)
@sandrafathi@sandrafathi Affect
12. PROPRIETARY & CONFIDENTIAL
THE THREAT IS
REAL
• The Element of Surprise: breaches are often leaked to the media before full
investigations are complete
• Under Pressure: Customers, media, employees etc. demand information
• The Gift that Keeps on Giving: Data breach incidents tend to have more than
one news cycle
• Social Media Wildfire: False information spreads quickly on sites like Twitter,
Facebook and LinkedIn
If you are prepared for data breach response, you have a better chance of
controlling your message and preserving your reputation.
@sandrafathi Affect
14. PROPRIETARY & CONFIDENTIAL
WHAT’S THE
SCENARIO
• Scenario #1: A reporter tweets that they’ve broken a story about your
data breach – you were unaware that the press was aware.
• Scenario #2: IT department detects a breach and informs the PR
department that it has been mitigated.
• Scenario #3: The FBI calls to tell you that they are investigating your
data breach.
• Scenario #4: The IT department reports a breach to PR, but has no
idea how large it is or what the total impact will be.
You need a plan and you needed it yesterday.
@sandrafathi Affect
16. PROPRIETARY & CONFIDENTIAL
PHASE 1: READINESS
PREVENTATIVE MEDICINE
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
@sandrafathi Affect
17. PROPRIETARY & CONFIDENTIAL
THREAT MAPPING
RISK ASSESSMENT
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, Information
@sandrafathi Affect
18. PROPRIETARY & CONFIDENTIAL
INFORMATION THREATS
What’s in your files?
1. HR – Name, Address, Social Security
2. Payroll – Name, Address, Social Security & Bank Account
3. Customer – Name, Address, Credit Card & Bank Account
4. Vendor – Name, Address, Credit Card & Bank Account
5. Other – Medical Records, Demographic Information, Email, File Servers
etc.
@sandrafathi Affect
19. PROPRIETARY & CONFIDENTIAL
CRISIS COMMUNICATIONS
ANTICIPATING THREATS
Create A Chart:
Potential Informational Threats to Your Business
HR Sales Marketing Finance
Rank Order
High Risk
to
Low Risk
@sandrafathi Affect
20. PROPRIETARY & CONFIDENTIAL
CRISIS TOOLKIT
RESPONSE RESOURCES
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
4. Data Breach/Customer Assistance
Resources
• Microsite/Landing Page FAQ
• Identity Theft Remediation
Services
• Force Password/Account
Information Change
• Special Customer Advocate/Team
@sandrafathi Affect
21. PROPRIETARY & CONFIDENTIAL
IMMEDIATE ACTION
BEST PRACTICES
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**
@sandrafathi Affect
23. PROPRIETARY & CONFIDENTIAL
RESPONSE OUTLINE
CRITICAL INFORMATION
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?
@sandrafathi Affect
24. PROPRIETARY & CONFIDENTIAL
CUSTOMER COMMUNICATION
Notice of Data Breach
1. Introduction: Why are we contacting you?
2. What happened?
3. What information was compromised?
4. What are we doing to remedy the situation?
5. What can you do to prevent/mitigate further risk?
6. Where can you find more information?
@sandrafathi Affect
27. PROPRIETARY & CONFIDENTIAL
PHASE 3: REASSURANCE
DOSE OF MEDICINE
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
@sandrafathi Affect
28. PROPRIETARY & CONFIDENTIAL
PHASE 4: RECOVERY
LONG-TERM TREATMENT PLAN
Rebuilding reputation, trust and customer loyalty
Implementing preventative measures for long-term crisis mitigation
and/or prevention
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
@sandrafathi Affect
29. PROPRIETARY & CONFIDENTIAL
1. Implement Policies to Address Potential Vulnerabilities
2. Establish a Regular Review Cycle for Information Security
3. Establish Inter-Departmental Cooperation
4. Establish a Framework for Response
5. Build a Data Breach Crisis Toolkit
10 KEY TAKEAWAYS
CRISIS COMMUNICATIONS FOR DATA
BREACHES
@sandrafathi Affect
30. PROPRIETARY & CONFIDENTIAL
6. Know Where & How to Respond
7. Prepare Your Employees in Advance
8. Establish Assistance Services for those Impacted
9. Know the Law Regarding Reporting in All Regions of Operations
10. Be Honest, Be Transparent
10 KEY TAKEAWAYS
CRISIS COMMUNICATIONS FOR DATA
BREACHES
@sandrafathi Affect
31. PROPRIETARY & CONFIDENTIAL
SCENARIO 1: Prestigious Hospital - Tallahassee Premier Medical Center
Your IT department informs you that they’ve just discovered that a hospital
server has been breached. They don’t know exactly when it happened,
sometime in the last 12 months, but potentially all employee data (10,000
employees) and medical records for approximately 100,000 patients may
have been compromised. The data was not encrypted.
Assignments:
1. Craft an action plan for the next 24 hours: What steps need to be taken? Who needs
to be involved?
2. Develop a patient communications plan. Write a data breach notification letter to
patients.
3. Develop an employee communications plan. Write a data breach notification letter
to employees.
4. Develop a plan of action for reassurance and recovery for the long term.
WORKSHOP 1
@sandrafathi Affect
32. PROPRIETARY & CONFIDENTIAL
WORKSHOP 2
SCENARIO 2: Financial Services Company – Sunshine Banking
You get an influx of calls from customers experiencing trouble with your
online banking system. You discover that the bank is the target of a DDoS
attack. You, and your customers, cannot access the bank website. The attack
is paralyzing your business. The IT department doesn’t currently know how to
stop it or how long it will take to remediate the situation.
Assignments:
1. Craft an action plan for the next 4 hours. What needs to happen?
2. Members of the media are starting to call. Develop a communications plan for
media and write a statement or press release.
3. Develop a communications plan for customers. Write a sample customer
communication.
4. Develop a plan of action for reassurance and recovery for the long term.
@sandrafathi Affect
33. PROPRIETARY & CONFIDENTIAL
WORKSHOP 3
SCENARIO 3: Consumer Brand – Promises Wholesome Snacks
You just received a call from a reporter from the Tallahassee Democrat asking
you to comment on the racist remarks on your Facebook page and the call for
a company boycott. You go to the FB page and realize that someone has
posted a diatribe of hate speech on your page (in the name of the company)
and there have already been over 1000 comments and a call by customers to
boycott the company’s products and stores that carry them. You also realize
that someone has changed your admin rights and you can no longer access
the page.
Assignments:
1. Craft an action plan for the next 12 hours.
2. Develop a customer communications plan. What are your key messages for
customers?
3. Develop a plan of action for reassurance and recovery for the long term.
@sandrafathi Affect