SlideShare a Scribd company logo
1 of 23
Social Convergence andSocial Convergence and
Crisis CommunicationsCrisis Communications
Ontario Hospital Association
January 2015
Patrice Cloutier
Today’s presentationToday’s presentation
1. Introduction
2. Characteristics of a crisis
3. Social Convergence explained
4. How it affects crisis communications
5. How to be ready
6. Conclusion
It's likely you, and your audiences,It's likely you, and your audiences,
will be under stress!will be under stress!
What’s a crisis?
◦ Surprise (not always)
◦ Public scrutiny
◦ Media coverage
◦ Not routine
◦ Loss of control
Changing expectationsChanging expectations
Communications support to executives
 Pressure to communicate is immediate
 Not just legacy media
 Every incident/crisis has a reputation
management component
 Need for SM monitoring
What is driving this change?What is driving this change?
It's not only about social mediaIt's not only about social media
Instantaneous sharingInstantaneous sharing
Key information channels ...family/friends
People create their own alerting/news networks
Share perceptions … shape public opinion
Reinforces age-old behaviours …
Everyone is a reporter …
Instantaneous sharing … everythingInstantaneous sharing … everything
What this means for you ...What this means for you ...
What this means for you ...What this means for you ...
Four crisis comms imperatives ...Four crisis comms imperatives ...
1. Alert and notify … mobile + social
2. Respond … implement under scrutiny
3. Monitor … social listening
4. Engage … dialogue
Alert and NotifyAlert and Notify
RespondRespond
1. Public scrutiny
2. Media attention
3. Plans and preparation matter
4. Make your crisis comms plan social
Monitor … operational listeningMonitor … operational listening
1. Verify messaging
2. Identify rumours/threats to public safety/health
3. Isolate calls for help/assistance
4. Detect reputational threats
5. Situational awareness
EngageEngage
Challenges existChallenges exist
1. Validation
2. Acceptance by executives
3. Training and staffing
Benefits far outweigh risksBenefits far outweigh risks
1. More information … in real-time
2. Direct access to audiences
3. Responsiveness
Crisis Comms planning: be socialCrisis Comms planning: be social
• Message mapping: easily adaptable for SM use
• Reach various audiences where they are, immediately
• Become your own broadcaster
Occupy the public spaceOccupy the public space
• Speed is everything !
• Become your own broadcaster … a beacon of trust
• Find the right tone and spokesperson
Remember ...Remember ...
Remember ...Remember ...
Remember ...Remember ...
Finally ...Finally ...
We are in an era of message
competition ...not control …
Move at the speed of your audiences
or be irrelevant …
Use the tools they use or you won't be
heard …

More Related Content

Similar to Social Convergence and Crisis Communications

Social media crisis management toolkit
Social media crisis management toolkitSocial media crisis management toolkit
Social media crisis management toolkit
Manuel Cortez
 
Effective Crisis CommunicationChapter 3 Lessons on Effective C
Effective Crisis CommunicationChapter 3 Lessons on Effective CEffective Crisis CommunicationChapter 3 Lessons on Effective C
Effective Crisis CommunicationChapter 3 Lessons on Effective C
EvonCanales257
 
Crisis Management for Business Sustainability
Crisis Management for Business SustainabilityCrisis Management for Business Sustainability
Crisis Management for Business Sustainability
Chandani Kanthi Basnayake
 
Crisis management and Social Media Crisis Management
Crisis management and Social Media Crisis ManagementCrisis management and Social Media Crisis Management
Crisis management and Social Media Crisis Management
Alberto Alemanno
 
Responding to Crisis: Assessing Situational Crisis Communication of the Costa...
Responding to Crisis: Assessing Situational Crisis Communication of the Costa...Responding to Crisis: Assessing Situational Crisis Communication of the Costa...
Responding to Crisis: Assessing Situational Crisis Communication of the Costa...
Tine Grarup
 

Similar to Social Convergence and Crisis Communications (20)

Uki
UkiUki
Uki
 
What to do when the media comes knocking: Crisis Communication Basics
What to do when the media comes knocking: Crisis Communication BasicsWhat to do when the media comes knocking: Crisis Communication Basics
What to do when the media comes knocking: Crisis Communication Basics
 
Crisis management
Crisis managementCrisis management
Crisis management
 
Lina Eidmark, Web & Social Media, MSF (Médecins Sans Frontières) presenting a...
Lina Eidmark, Web & Social Media, MSF (Médecins Sans Frontières) presenting a...Lina Eidmark, Web & Social Media, MSF (Médecins Sans Frontières) presenting a...
Lina Eidmark, Web & Social Media, MSF (Médecins Sans Frontières) presenting a...
 
Social media for emergency management (Suzanne Bernier)
Social media for emergency management (Suzanne Bernier)Social media for emergency management (Suzanne Bernier)
Social media for emergency management (Suzanne Bernier)
 
Health care governance and PR
Health care governance and PRHealth care governance and PR
Health care governance and PR
 
Crisis communications
Crisis communicationsCrisis communications
Crisis communications
 
Gcsv2011 crisis management-kelly young
Gcsv2011 crisis management-kelly youngGcsv2011 crisis management-kelly young
Gcsv2011 crisis management-kelly young
 
Social media crisis management toolkit
Social media crisis management toolkitSocial media crisis management toolkit
Social media crisis management toolkit
 
Report crisis mgt
Report crisis mgtReport crisis mgt
Report crisis mgt
 
Effective Crisis CommunicationChapter 3 Lessons on Effective C
Effective Crisis CommunicationChapter 3 Lessons on Effective CEffective Crisis CommunicationChapter 3 Lessons on Effective C
Effective Crisis CommunicationChapter 3 Lessons on Effective C
 
SMCKC September Breakfast: Crisis Communications in a Social Era
SMCKC September Breakfast: Crisis Communications in a Social EraSMCKC September Breakfast: Crisis Communications in a Social Era
SMCKC September Breakfast: Crisis Communications in a Social Era
 
CIPR Skills Guide: The role of social media in crisis / issues management
CIPR Skills Guide: The role of social media in crisis / issues managementCIPR Skills Guide: The role of social media in crisis / issues management
CIPR Skills Guide: The role of social media in crisis / issues management
 
FDNH Crisis Guide
FDNH Crisis GuideFDNH Crisis Guide
FDNH Crisis Guide
 
Crisis Management for Business Sustainability
Crisis Management for Business SustainabilityCrisis Management for Business Sustainability
Crisis Management for Business Sustainability
 
Crisis management and Social Media Crisis Management
Crisis management and Social Media Crisis ManagementCrisis management and Social Media Crisis Management
Crisis management and Social Media Crisis Management
 
Crisis management
Crisis managementCrisis management
Crisis management
 
Responding to Crisis: Assessing Situational Crisis Communication of the Costa...
Responding to Crisis: Assessing Situational Crisis Communication of the Costa...Responding to Crisis: Assessing Situational Crisis Communication of the Costa...
Responding to Crisis: Assessing Situational Crisis Communication of the Costa...
 
Chapter 3B_DisasterNursing_GilbertFernando.pptx
Chapter 3B_DisasterNursing_GilbertFernando.pptxChapter 3B_DisasterNursing_GilbertFernando.pptx
Chapter 3B_DisasterNursing_GilbertFernando.pptx
 
Chapter 3B_DisasterNursing_GilbertFernando.pptx
Chapter 3B_DisasterNursing_GilbertFernando.pptxChapter 3B_DisasterNursing_GilbertFernando.pptx
Chapter 3B_DisasterNursing_GilbertFernando.pptx
 

More from Patrice Cloutier

Social+media+in+the+2011+victorian+floods
Social+media+in+the+2011+victorian+floodsSocial+media+in+the+2011+victorian+floods
Social+media+in+the+2011+victorian+floods
Patrice Cloutier
 

More from Patrice Cloutier (12)

Pandemic communications conference_presentation
Pandemic communications conference_presentationPandemic communications conference_presentation
Pandemic communications conference_presentation
 
Cema crisis communications planning and message mapping
Cema crisis communications planning and message mappingCema crisis communications planning and message mapping
Cema crisis communications planning and message mapping
 
Digital Volunteers and Emergency Management
Digital Volunteers and Emergency Management Digital Volunteers and Emergency Management
Digital Volunteers and Emergency Management
 
Omron
OmronOmron
Omron
 
Smile presentation
Smile presentationSmile presentation
Smile presentation
 
Emergency Management in the age of social convergence
Emergency Management in the age of social convergenceEmergency Management in the age of social convergence
Emergency Management in the age of social convergence
 
Social+media+in+the+2011+victorian+floods
Social+media+in+the+2011+victorian+floodsSocial+media+in+the+2011+victorian+floods
Social+media+in+the+2011+victorian+floods
 
Ottawa presentation
Ottawa presentationOttawa presentation
Ottawa presentation
 
Message mapping by Dr. Vincent Covello
Message mapping by Dr. Vincent CovelloMessage mapping by Dr. Vincent Covello
Message mapping by Dr. Vincent Covello
 
Message mapping
Message mappingMessage mapping
Message mapping
 
Crisis comms presentation
Crisis comms presentationCrisis comms presentation
Crisis comms presentation
 
Presentation to Jiangsu delegation
Presentation to Jiangsu delegationPresentation to Jiangsu delegation
Presentation to Jiangsu delegation
 

Recently uploaded

This is a test presentation to see if this works
This is a test presentation to see if this worksThis is a test presentation to see if this works
This is a test presentation to see if this works
jonnygharris
 
Media Representation of Women- Gender Studies.pptx
Media Representation of Women- Gender Studies.pptxMedia Representation of Women- Gender Studies.pptx
Media Representation of Women- Gender Studies.pptx
Ashik Mondal
 

Recently uploaded (13)

Maximizing Lead Potential A Deep Dive Into Online Review Strategies
Maximizing Lead Potential A Deep Dive Into Online Review StrategiesMaximizing Lead Potential A Deep Dive Into Online Review Strategies
Maximizing Lead Potential A Deep Dive Into Online Review Strategies
 
MalluProgrammers. Careeradvice.Webinarppt.pdf
MalluProgrammers. Careeradvice.Webinarppt.pdfMalluProgrammers. Careeradvice.Webinarppt.pdf
MalluProgrammers. Careeradvice.Webinarppt.pdf
 
Maximize Your Pinterest Reach....................
Maximize Your Pinterest Reach....................Maximize Your Pinterest Reach....................
Maximize Your Pinterest Reach....................
 
This is a test presentation to see if this works
This is a test presentation to see if this worksThis is a test presentation to see if this works
This is a test presentation to see if this works
 
ONPAGE SEO types presentation, presented by botany science
ONPAGE SEO types presentation, presented by botany scienceONPAGE SEO types presentation, presented by botany science
ONPAGE SEO types presentation, presented by botany science
 
GRACE ANDREWS the future of podcasting.pdf
GRACE ANDREWS the future of podcasting.pdfGRACE ANDREWS the future of podcasting.pdf
GRACE ANDREWS the future of podcasting.pdf
 
upinfifity best digital marketing agency in texas.pdf
upinfifity best digital marketing agency in texas.pdfupinfifity best digital marketing agency in texas.pdf
upinfifity best digital marketing agency in texas.pdf
 
Media Representation of Women- Gender Studies.pptx
Media Representation of Women- Gender Studies.pptxMedia Representation of Women- Gender Studies.pptx
Media Representation of Women- Gender Studies.pptx
 
At-Sharjah ☎ +971554789724__**☎ Abortion Pills for sale in Sharjah, Uae
At-Sharjah ☎ +971554789724__**☎ Abortion Pills for sale in Sharjah, UaeAt-Sharjah ☎ +971554789724__**☎ Abortion Pills for sale in Sharjah, Uae
At-Sharjah ☎ +971554789724__**☎ Abortion Pills for sale in Sharjah, Uae
 
Boost Your Twitter Credibility...........
Boost Your Twitter Credibility...........Boost Your Twitter Credibility...........
Boost Your Twitter Credibility...........
 
Uk-NO1 Black magic/kala jadu,manpasand shadi in lahore,karachi rawalpindi isl...
Uk-NO1 Black magic/kala jadu,manpasand shadi in lahore,karachi rawalpindi isl...Uk-NO1 Black magic/kala jadu,manpasand shadi in lahore,karachi rawalpindi isl...
Uk-NO1 Black magic/kala jadu,manpasand shadi in lahore,karachi rawalpindi isl...
 
The Colossal Studio Events Packages.pdf
The Colossal Studio  Events Packages.pdfThe Colossal Studio  Events Packages.pdf
The Colossal Studio Events Packages.pdf
 
Maximize Your Twitter Engagement........
Maximize Your Twitter Engagement........Maximize Your Twitter Engagement........
Maximize Your Twitter Engagement........
 

Social Convergence and Crisis Communications

Editor's Notes

  1. Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
  2. Forget the normal way you do things … Can’t think the same way or say things the same way … Because your audience WILL NOT think the same way they normally do !
  3. No more news cycle ...news cycle is every 30 seconds now Your reputation is at risk … all the time .. Rumour management is key
  4. A four-part equation It's not just about social media Key is the empowerment factor … the other side of the equation … particularly for emergency management Most important commodity for EM manager, CEO = up-to-the-minute info = better decision-making = better allocation of strategic resources
  5. Mobile is changing everything ...how we consume info ...how we share things … Is your website mobile-friendly and able to help you convey your messages in a crisis ?
  6. authorities criticized for waiting hours to respond to incidents … pressure is increasing: US Airways took heat for waiting for 13 minutes to put out information … Can you do better ?
  7. Linear process … replaced by diffuse info sharing process You don't have hours to craft the perfect news release We are no longer in era of message CONTROL… we are in an era of message COMPETITION
  8. If everyone is a reporter … then anyone working for you … from the nurse in triage … the security guard at the ER entrance … or the resident in palliative care … they all speak for you Basic training might be required …
  9. Times have changed Old ways of doing things have gone out the window
  10. Four imperatives … all at once … at the same time … Time is a luxury you can no longer afford in a crisis … When reputations are made … threatened or destroyed in minutes … waiting hours to issue a news release as a response ...is reputational suicide
  11. People expect to know … when you know … Transparency is now at the heart of effective crisis management/comms 2 things to remember: Move at speed of social media or be irrelevant Use mobile channels to even have a chance to be heard
  12. Respond … in new environment Constant scrutiny and diverging opinions Plans that enable quick response Crisis comms plan focused on social networks … NOT legacy media
  13. Those 5 reasons … apply for emergency management or public health emergency purposes But also valid for crisis comms
  14. Our audiences want to know as soon as possible when something's going on They also expect to be kept informed Maintaining that dialogue is key factor is remaining a trusted source of info
  15. Is social convergence the panacea of crisis comms ? No, but these challenges can be overcome Validation platforms/techniques Don't need to think hard to convince CEOs Empower staff … capitalize on their interests = NYC DOHMH example
  16. Info = most valuable commodity in a crisis/emergency Why go through an intermediary ? Allows you to hear directly from your audiences and come up with on-target messaging
  17. Proper crisis comms technique = message mapping = tailor-made for crisis comms
  18. A communications response to a crisis must be: immediate … occupy the public space … because of social media Open and transparent ... trust building ... social media can help
  19. Don't get hung up on social platforms … concentrate on what social convergence allows instead … There's always a new kid on the block .. a new social network/app … Keep track of developments
  20. … more people at the table during a crisis now …
  21. Organizations that listen … deal with emergencies/crises better They are more responsive to the needs of their audiences/clients/stakeholders
  22. Famous last words … Questions ?