Monster Day 2
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Monster Canada faces two potential crises that require swift response. In the first crisis, an angry former employee posts disparaging comments about the company online after being fired. In the second crisis, an accounting error causes Monster to not pay a charity from an event, putting one of the charity's employees' jobs at risk. The document provides best practices for crisis planning, response, and communication, including appointing a spokesperson, taking responsibility, keeping internal teams informed, and maintaining transparency.
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Identify first response steps
Tactics used in crisis/
issue response
Timing and message
response
Module 5 Overview
This week we address what to do when the storm hits…as we explore how to engage – Give yourself freedom to adjust as needed to what comes your way…
1
Crisis Assessment
Who has keys to the office at 10 PM on Sunday night? Who has passwords to take down website photos, social media posts on Saturday night at Midnight? Do you have numbers for these contacts?
If this is in your Go-Bag you’re already way ahead of what’s coming.
Do you have numbers for these contacts? If this is in your Go-Bag you’re already way ahead of what’s coming. On questions to ask---
Who is in the control tower? What is out there already? What needs to be corrected? Who are hateholders? What are their first, last name, city …comb through social media …google alerts.
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Crisis Trajectory
This is typically how crisis move….If general the worst heat of a crisis comes in the first 72 hours…after the first week things move from the ICU to rehab--- USUALLY1
3
Natural disasters
Protests
Suicides
Cyber-theft attacks
Sudden deaths leaving vacuum in leadership
Allegations- ‘left field’
Sudden facility closures
Twist in ruling, interpretation
Online smear campaigns
Innocent mistakes
Unexpected, Ambush Crises
Let’s take a quick refresh of the types of crises….
4
Potential
Filed lawsuits
Unhappy employee leaves
Firing of popular employee/executive
Announced investigations, audits
Mergers or acquisitions
Innocent mistakes (accounting errors)
RAINY DAYS
5
Entrenched
Other side has dominated the narrative for a sustained period of time.
You're on defense
Issue dominates online search results of entity's name
Causing continued business disruption, loss of influence
Requires sustained effort to change, re-establish better, accurate image
6
Stop credibility bleeding
Control and or participate in narrative via consistent messaging
Avoid further damage
Restore confidence
Reactive Overcoming
Objectives in Crisis PR
Imagine an accident on a busy highway. Police rush to the scene and cone off the area to protect the injured from oncoming traffic; paramedics arrive and move the injured ASAP…same is true in crisis work: Immediately find out if Comm Policy/Protocols in place. If so, may need to send gentle reminder of where inquirises should be directed. WHY is this Critical? If someone comments who is NOT in the ATC – not aware of the position it can make things explode. Imagine a manager at a Colorado office not knowing what or why the situation occurred at the company’s Nevada office begins to speculate or worse, take blame for whatever occurred. This not only compounds the crisis it now sets the company up for legal liability.
7
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Crisis Assessment
Verify ...
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Strategies for Negotiation & Conflict Resolution
Dr. Janice Barrett
Notes onCrisis Management and Conflict Resolution
Defining a crisis: An event that brings, or has the potential for bringing, an organization and its leaders into disrepute and imperil the organization’s future profitability, reputation, growth and possibly its very survival.
Financial measures of a crisis: bankruptcy, drop in sales, boycotts, loss of valuable employees etc.
Tarnished reputation results: the erosion of a company’s reputation in the eyes of its many stakeholders and the general public --- the worth of an entire organization can be endangered as a consequence.
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Suddenness
Uncertainty
Time compression
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1. nature (natural disasters such as earthquakes, hurricanes, floods)
2. technology (oil spills, nuclear reactor accidents)
3. confrontation (equal rights, strikes)
4. malevolence (terrorists, disinformation)
5. skewed values (fraud, cheating, embezzlement)
6. deception (withholding information, lying, deceptive products)
7. misconduct (illegal or criminal acts).
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The most important tasks are: Identifying risks, ranking those risks in a matrix based on relative impact as compared to probability of occurrence, and finally creating plans to eliminate or mitigate the impact of the most impactful and highest probable incidents. Every crisis cannot be planned for; there are simply not enough resources to do so. However, high impact, and high probability risks can be eliminated, or at least mitigated by proper planning and management.
The essentials of a contingency plan include: anticipating what might happen, searching for preventative and preparatory measures, and drafting appropriate responses to those situations most likely to occur or whose impact is greatest. Other, more specific elements are: Identify all potential contingencies and areas of vulnerability, examine specific vulnerabilities, review general vulnerabilities based on the organization’s “public nature”, establ.
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Presented by-Kashish Jhamb Cityinnovates
What’s a Social Media Crisis? CRISIS? Really?
If there’s a high volume of incoming social media messages on one particular topic or negative comments, chances are you have a social media crisis on your hands.
A communications crisis can strike at any time. It could be a faulty product, a lousy campaign, or a slip of the tongue from someone higher up.
It doesn’t matter the industry you’re in, or how popular you’ve been to this point. Sometimes, it just happens.
Waiting for a social media crisis to blow over is never an option. If you ignore it, it will likely get worse. Social media can be an asset in a crisis when used correctly, not an extra problem.
How to identify a Crisis on Social Media
When the public knows more (than your company) about the issue and they voice it on social media that’s your first sign of a social media crisis
If you start receiving a negative review in series on a particular product or a service then it is a sign of social media crisis
If you get more than 10 negative mentions per hour, for more than three consecutive hours then it is a sign of social media crisis
Uki
1) A crisis is any event that jeopardizes an organization's reputation or financial stability, such as safety issues, environmental problems, or negative publicity. Proper crisis management aims to quickly resolve the crisis, limit damage, and restore credibility.
2) When a crisis occurs, operations staff work to control the disruption, top managers allocate resources and make decisions, and communications staff inform stakeholders and keep them updated. An organization should promptly and honestly address the public, be informative to prevent rumors, and show concern for victims.
3) During a crisis, spokespeople assess media requests based on what their organization gains from participation, the risks involved, their ability to get their message across, and how management will react. They communicate
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This document discusses the importance of having a social media crisis communication strategy in place. It recommends assembling a crisis team, defining potential crises, preparing key messages and spokesperson guidelines. The document emphasizes communicating with employees during a crisis and monitoring social media to respond quickly. It provides tips for dealing with the media and lists tools for social media monitoring.
Crisis management plansIdentify first response stepsTact
Crisis management plans
Identify first response steps
Tactics used in crisis/
issue response
Timing and message
response
Module 5 Overview
This week we address what to do when the storm hits…as we explore how to engage – Give yourself freedom to adjust as needed to what comes your way…
1
Crisis Assessment
Who has keys to the office at 10 PM on Sunday night? Who has passwords to take down website photos, social media posts on Saturday night at Midnight? Do you have numbers for these contacts?
If this is in your Go-Bag you’re already way ahead of what’s coming.
Do you have numbers for these contacts? If this is in your Go-Bag you’re already way ahead of what’s coming. On questions to ask---
Who is in the control tower? What is out there already? What needs to be corrected? Who are hateholders? What are their first, last name, city …comb through social media …google alerts.
2
Crisis Trajectory
This is typically how crisis move….If general the worst heat of a crisis comes in the first 72 hours…after the first week things move from the ICU to rehab--- USUALLY1
3
Natural disasters
Protests
Suicides
Cyber-theft attacks
Sudden deaths leaving vacuum in leadership
Allegations- ‘left field’
Sudden facility closures
Twist in ruling, interpretation
Online smear campaigns
Innocent mistakes
Unexpected, Ambush Crises
Let’s take a quick refresh of the types of crises….
4
Potential
Filed lawsuits
Unhappy employee leaves
Firing of popular employee/executive
Announced investigations, audits
Mergers or acquisitions
Innocent mistakes (accounting errors)
RAINY DAYS
5
Entrenched
Other side has dominated the narrative for a sustained period of time.
You're on defense
Issue dominates online search results of entity's name
Causing continued business disruption, loss of influence
Requires sustained effort to change, re-establish better, accurate image
6
Stop credibility bleeding
Control and or participate in narrative via consistent messaging
Avoid further damage
Restore confidence
Reactive Overcoming
Objectives in Crisis PR
Imagine an accident on a busy highway. Police rush to the scene and cone off the area to protect the injured from oncoming traffic; paramedics arrive and move the injured ASAP…same is true in crisis work: Immediately find out if Comm Policy/Protocols in place. If so, may need to send gentle reminder of where inquirises should be directed. WHY is this Critical? If someone comments who is NOT in the ATC – not aware of the position it can make things explode. Imagine a manager at a Colorado office not knowing what or why the situation occurred at the company’s Nevada office begins to speculate or worse, take blame for whatever occurred. This not only compounds the crisis it now sets the company up for legal liability.
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Crisis Assessment
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What to do when the media comes knocking: Crisis Communication Basics
This document summarizes a presentation on crisis communication and media relations. It discusses the cycle of conflict and PR processes, what to say when dealing with the media during a crisis, how to communicate in a crisis, ethics in crisis communication, tips for working with reporters, and using social media for crisis communication. The presentation provides advice on being prepared, taking responsibility, communicating openly and honestly, and monitoring coverage.
When Tragedy Strikes: Managing a Crisis on Social Media – April Courville
Crisis management involves having a plan and team in place to respond quickly to negative events. The team should consist of representatives from marketing, legal, HR, customer service and executives. It is important to build relationships with local media and officials in advance. When a crisis occurs, acknowledge what happened, provide details and the actions being taken to address it and prevent future issues. Monitor social media responses and address comments politely without trying to "win" arguments. After the crisis, review how effective the response was and make revisions to be better prepared next time.
When Tragedy Strikes: Managing a Crisis on Social Media – April Courville
Crisis management involves having a plan and team in place to respond quickly to negative events. The team should consist of representatives from marketing, legal, HR, customer service and executives. It is important to build relationships with local media and officials in advance. When a crisis occurs, acknowledge what happened, provide details and the actions being taken to address it and prevent future issues. Monitor social media responses and address comments politely without trying to "win" arguments. After the crisis, review how effective the response was and make revisions to be better prepared next time.
Strategies for Negotiation & Conflict Resolution Dr. Janice Ba.docx
Strategies for Negotiation & Conflict Resolution
Dr. Janice Barrett
Notes onCrisis Management and Conflict Resolution
Defining a crisis: An event that brings, or has the potential for bringing, an organization and its leaders into disrepute and imperil the organization’s future profitability, reputation, growth and possibly its very survival.
Financial measures of a crisis: bankruptcy, drop in sales, boycotts, loss of valuable employees etc.
Tarnished reputation results: the erosion of a company’s reputation in the eyes of its many stakeholders and the general public --- the worth of an entire organization can be endangered as a consequence.
Characteristics of a crisis:
Suddenness
Uncertainty
Time compression
The seven types of crises:
1. nature (natural disasters such as earthquakes, hurricanes, floods)
2. technology (oil spills, nuclear reactor accidents)
3. confrontation (equal rights, strikes)
4. malevolence (terrorists, disinformation)
5. skewed values (fraud, cheating, embezzlement)
6. deception (withholding information, lying, deceptive products)
7. misconduct (illegal or criminal acts).
Essentials of a contingency plan: Contingency planning involves formulating responses to crises before they occur. The essentials of a contingency plan include: anticipating what might happen, searching for preventative and preparatory measures, and drafting appropriate responses to those situations most likely to occur or whose impact is greatest.
Other, more specific elements are: Identify all potential contingencies and areas of vulnerability, examine specific vulnerabilities, review general vulnerabilities based on the organization’s “public nature”, establish crisis thresholds and assign crisis alert responsibilities, organize and train a crisis management team and establish a crisis communications center, Obtain advanced approvals for contingency plan measures, list and prioritize publics that must be informed, prepare a crisis media list and background press materials, and designate and train spokespersons.
The most important tasks are: Identifying risks, ranking those risks in a matrix based on relative impact as compared to probability of occurrence, and finally creating plans to eliminate or mitigate the impact of the most impactful and highest probable incidents. Every crisis cannot be planned for; there are simply not enough resources to do so. However, high impact, and high probability risks can be eliminated, or at least mitigated by proper planning and management.
The essentials of a contingency plan include: anticipating what might happen, searching for preventative and preparatory measures, and drafting appropriate responses to those situations most likely to occur or whose impact is greatest. Other, more specific elements are: Identify all potential contingencies and areas of vulnerability, examine specific vulnerabilities, review general vulnerabilities based on the organization’s “public nature”, establ.
Social Media Influence in the field of Crisis Management– Case Studies
Presented by-Kashish Jhamb Cityinnovates
What’s a Social Media Crisis? CRISIS? Really?
If there’s a high volume of incoming social media messages on one particular topic or negative comments, chances are you have a social media crisis on your hands.
A communications crisis can strike at any time. It could be a faulty product, a lousy campaign, or a slip of the tongue from someone higher up.
It doesn’t matter the industry you’re in, or how popular you’ve been to this point. Sometimes, it just happens.
Waiting for a social media crisis to blow over is never an option. If you ignore it, it will likely get worse. Social media can be an asset in a crisis when used correctly, not an extra problem.
How to identify a Crisis on Social Media
When the public knows more (than your company) about the issue and they voice it on social media that’s your first sign of a social media crisis
If you start receiving a negative review in series on a particular product or a service then it is a sign of social media crisis
If you get more than 10 negative mentions per hour, for more than three consecutive hours then it is a sign of social media crisis
Uki
1) A crisis is any event that jeopardizes an organization's reputation or financial stability, such as safety issues, environmental problems, or negative publicity. Proper crisis management aims to quickly resolve the crisis, limit damage, and restore credibility.
2) When a crisis occurs, operations staff work to control the disruption, top managers allocate resources and make decisions, and communications staff inform stakeholders and keep them updated. An organization should promptly and honestly address the public, be informative to prevent rumors, and show concern for victims.
3) During a crisis, spokespeople assess media requests based on what their organization gains from participation, the risks involved, their ability to get their message across, and how management will react. They communicate
Crisis management - the acid test of leadership
This document provides 10 guiding principles for effective crisis leadership. It discusses the importance of creating a crisis-resistant culture, acknowledging problems rather than denying them, acting in accordance with organizational values, taking control of communication, making timely decisions, and taking responsibility rather than hiding behind advisors. Overall, the document emphasizes that crises are a test of leadership and that effective crisis management begins with preventative measures and transparency in response.
When %*#! Hits The Fan - Managing Social Media Crisis Situations
A digital crisis situation can come from anywhere: a poor customer experience shared on YouTube, the offhand comments of an employee on Facebook, a blog post that creates a movement or a media story that spreads across the Internet like wildfire. Social media takes no prisoners and companies of all shapes and sizes, even those without an active online presence, run the risk of being exposed to the fury of online audiences.
So, how should companies update their communications and digital strategies to deal with the realities of social media? What should organizations have at the ready in order to quickly react to the next online crisis faced by their brand?
My December 2015 talk at Lunch Ann Arbor Marketing discussed the important elements of a social media crisis communications plan, highlighted the parties who need to have a seat at the table and provided tactical recommendations for analyzing social content that could spark a firestorm.
The example shared in the presentation is a real social media crisis situation experienced by my team. Our work resulted in an honorable mention in PR Daily's 2013 Digital PR Awards ("Renegade Employee's YouTube Videos Revealed as Hoax").
How to Prepare for Crisis
This document discusses organizational crisis management and preparation. It defines what constitutes a crisis, outlines common crisis types, and reasons why crises occur. It also describes key aspects of crisis management preparation including identifying a crisis management team, analyzing an organization's readiness, strengthening relationships, and providing training to plans, media, and all staff. The goal of crisis preparation is to allow an organization to respond effectively during a crisis and plan for recovery afterwards.
Crisis
This document provides guidance on crisis management and creating a crisis action plan. It recommends forming a crisis team with designated roles to handle a crisis situation quickly and effectively. The crisis team should be accessible at all times and have a plan in place outlining responsibilities, communication procedures, and guidelines to follow when a crisis occurs to minimize negative impacts and maintain the company's reputation. The document also lists 10 cardinal principles for professionals to follow, such as remaining calm, deciding on a spokesperson, being prepared to share contact information, and ensuring consistent messaging during a crisis.
Webinar: How to Handle a Social Media Crisis
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 Crisis
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
Crisis Communications Polls Feb10
Report back on this week\'s poll results regarding who should be the corporate communicator during a disaster and do organizations have a robust plan in place.
How To Avoid A Social Media Disaster (eModeration, Carrot Communications And ...
How To Avoid A Social Media Disaster (eModeration, Carrot Communications And ...Carrot Communications
The document provides guidance on crisis monitoring and response for social media disasters. It stresses the importance of ongoing monitoring to spot potential issues early, having a plan and team in place to quickly respond, and reviewing the response afterward to improve future crisis management. Key steps include monitoring comments and sentiment, responding promptly and honestly to address concerns, and learning lessons to strengthen reputation.The Importance of Crisis Communications
The document discusses the importance of crisis communications, especially in the context of potential terrorism incidents. It outlines a three-stage model for crisis management: 1) Planning, which involves assessing vulnerabilities and creating a response protocol; 2) Identification, which is identifying when a crisis is occurring to shape the public perception; 3) Management, which includes designating spokespeople, developing consistent messaging, educating media, and addressing the underlying problem. Effective crisis communications is crucial to limiting damage to a company's reputation from even a perceived connection to a tragedy.
Sense of urgency
The document discusses using crises to create a sense of urgency in organizations. It outlines four big mistakes: 1) assuming crises will automatically create urgency, 2) manipulating people in a way that causes backlash, 3) passively waiting for a crisis that may never come, and 4) underestimating how crises can damage or destroy organizations. To effectively use crises to drive change, leaders must carefully plan responses and actions to channel energy in a positive direction, rather than allowing crises to breed fear, anger or blame. Well-handled crises can offer opportunities, but they are not a guarantee and always carry risks if not managed properly.
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Crisis management plansIdentify first response stepsTact
Crisis management plansIdentify first response stepsTact
What to do when the media comes knocking: Crisis Communication Basics
What to do when the media comes knocking: Crisis Communication Basics
When Tragedy Strikes: Managing a Crisis on Social Media – April Courville
When Tragedy Strikes: Managing a Crisis on Social Media – April Courville
When Tragedy Strikes: Managing a Crisis on Social Media – April Courville
When Tragedy Strikes: Managing a Crisis on Social Media – April Courville
Strategies for Negotiation & Conflict Resolution Dr. Janice Ba.docx
Strategies for Negotiation & Conflict Resolution Dr. Janice Ba.docx
Social Media Influence in the field of Crisis Management– Case Studies
Social Media Influence in the field of Crisis Management– Case Studies
When %*#! Hits The Fan - Managing Social Media Crisis Situations
When %*#! Hits The Fan - Managing Social Media Crisis Situations
How To Avoid A Social Media Disaster (eModeration, Carrot Communications And ...
How To Avoid A Social Media Disaster (eModeration, Carrot Communications And ...
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