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The First 30 Minutes After a Crisis – How You Can Improve or Kill Your Reputation
What We’ll Cover  <ul><li>Strategic thinking </li></ul><ul><li>Systems/tools </li></ul><ul><li>Offensive approach </li></u...
What’s in every crisis? <ul><li>Shock </li></ul><ul><li>Fear </li></ul><ul><li>No time for strategic thinking  </li></ul>
Deliberate Crisis   Inadvertent Crisis <ul><li>Sabotage </li></ul><ul><li>Poor risk management </li></ul><ul><li>Unethical...
Strategic thinking: Crisis Communications Team <ul><li>CEO/President </li></ul><ul><li>Public Relations Director </li></ul...
Audiences <ul><li>Employees </li></ul><ul><li>Investors </li></ul><ul><li>Government agencies </li></ul><ul><li>Community ...
<ul><li>What is media? </li></ul>
Internal versus External <ul><li>INTERNAL </li></ul><ul><li>Website </li></ul><ul><li>Blog </li></ul><ul><li>Social media ...
Offensive approach: Media Strategy <ul><li>Established fact sheet </li></ul><ul><li>Press conference </li></ul><ul><li>Blo...
Systems: Message Map Media Government Victims Public Monetary Unknowns Recovery Plan Trust Health ISSUES AUDIENCE
Some difficult questions <ul><li>Who was harmed? </li></ul><ul><li>Is the situation under control? </li></ul><ul><li>What ...
Trust Factors Competence/ Expertise (15%) Dedication/ Commitment (15%) Honest/Open (20%) Listening/Caring/ Empathy (50%)
Who said this? <ul><li>“We treat others as we would like to be treated ourselves. We do not tolerate abusive or disrespect...
Answer
Social Media <ul><li>Deciding on when to create the platforms </li></ul><ul><li>Dark websites and newsroom </li></ul><ul><...
Tools: radian6
socialmention
Google alerts
When it’s too late: Embrace a crisis? <ul><li>Forces change </li></ul><ul><li>Exposes hidden problems </li></ul><ul><li>Ne...
Third Great Chicago Fire <ul><li>Windows designed for rescue on elevated floors </li></ul><ul><li>Prohibited flammable flo...
Five action steps when back in the office <ul><li>Crisis communications team </li></ul><ul><li>Designated spokesperson </l...
<ul><li>Sometimes a construction disaster can have a positive outcome… </li></ul>
 
<ul><li>TC Public Relations </li></ul><ul><li>www.tcpr.net   </li></ul><ul><li>312-422-1333 </li></ul>
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The first 30 minutes after a crisis

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Overview of Slide Program:

A crisis can strike at any time. Some professionals may think, “our bridge could never collapse,” or “we could never be accused of code violations by a client.” But more often than not, that frame of mind creates a whole new set of problems beyond the crisis itself. Just ask BP. Or the engineers who worked on the new Modern Wing at the Art Institute of Chicago, who are being sued by the museum, alleging faulty engineering and flawed craftsmanship.

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The first 30 minutes after a crisis

  1. 1. The First 30 Minutes After a Crisis – How You Can Improve or Kill Your Reputation
  2. 2. What We’ll Cover <ul><li>Strategic thinking </li></ul><ul><li>Systems/tools </li></ul><ul><li>Offensive approach </li></ul><ul><li>Know the unexpected </li></ul><ul><li>When it’s too late </li></ul>
  3. 3. What’s in every crisis? <ul><li>Shock </li></ul><ul><li>Fear </li></ul><ul><li>No time for strategic thinking </li></ul>
  4. 4. Deliberate Crisis Inadvertent Crisis <ul><li>Sabotage </li></ul><ul><li>Poor risk management </li></ul><ul><li>Unethical leadership </li></ul><ul><li>Natural disaster </li></ul><ul><li>Troubled technology </li></ul><ul><li>Economic factors </li></ul>
  5. 5. Strategic thinking: Crisis Communications Team <ul><li>CEO/President </li></ul><ul><li>Public Relations Director </li></ul><ul><li>Leader closest to an issue </li></ul><ul><li>Corporate Counsel </li></ul><ul><li>Online communications expert </li></ul>
  6. 6. Audiences <ul><li>Employees </li></ul><ul><li>Investors </li></ul><ul><li>Government agencies </li></ul><ul><li>Community </li></ul><ul><li>Vendors/suppliers </li></ul><ul><li>Media </li></ul>
  7. 7. <ul><li>What is media? </li></ul>
  8. 8. Internal versus External <ul><li>INTERNAL </li></ul><ul><li>Website </li></ul><ul><li>Blog </li></ul><ul><li>Social media </li></ul><ul><li>EXTERNAL </li></ul><ul><li>EVERYTHING </li></ul><ul><li>ELSE </li></ul>
  9. 9. Offensive approach: Media Strategy <ul><li>Established fact sheet </li></ul><ul><li>Press conference </li></ul><ul><li>Blogging </li></ul><ul><li>Statements that are always humble in nature </li></ul><ul><li>Response should match the type of media that is impacting your crisis </li></ul>
  10. 10. Systems: Message Map Media Government Victims Public Monetary Unknowns Recovery Plan Trust Health ISSUES AUDIENCE
  11. 11. Some difficult questions <ul><li>Who was harmed? </li></ul><ul><li>Is the situation under control? </li></ul><ul><li>What can we expect next? </li></ul><ul><li>How long until back to normal? </li></ul><ul><li>Do you accept responsibility for what happened? </li></ul><ul><li>Who else is to blame? </li></ul>
  12. 12. Trust Factors Competence/ Expertise (15%) Dedication/ Commitment (15%) Honest/Open (20%) Listening/Caring/ Empathy (50%)
  13. 13. Who said this? <ul><li>“We treat others as we would like to be treated ourselves. We do not tolerate abusive or disrespectful treatment. Ruthlessness, callousness and arrogance don’t belong here.” </li></ul>
  14. 14. Answer
  15. 15. Social Media <ul><li>Deciding on when to create the platforms </li></ul><ul><li>Dark websites and newsroom </li></ul><ul><li>Real time monitoring (Radian6) </li></ul><ul><li>Public verses private messages </li></ul><ul><li>Measured response based on monitoring </li></ul>
  16. 16. Tools: radian6
  17. 17. socialmention
  18. 18. Google alerts
  19. 19. When it’s too late: Embrace a crisis? <ul><li>Forces change </li></ul><ul><li>Exposes hidden problems </li></ul><ul><li>New plans are created </li></ul><ul><li>Early warning detection </li></ul><ul><li>New competitive advantage </li></ul>
  20. 20. Third Great Chicago Fire <ul><li>Windows designed for rescue on elevated floors </li></ul><ul><li>Prohibited flammable floor finishes </li></ul><ul><li>Mandatory smoke and fire detection equipment </li></ul>
  21. 21. Five action steps when back in the office <ul><li>Crisis communications team </li></ul><ul><li>Designated spokesperson </li></ul><ul><li>Answers for the toughest questions </li></ul><ul><li>Communications plan in place </li></ul><ul><li>Track audiences </li></ul>
  22. 22. <ul><li>Sometimes a construction disaster can have a positive outcome… </li></ul>
  23. 24. <ul><li>TC Public Relations </li></ul><ul><li>www.tcpr.net </li></ul><ul><li>312-422-1333 </li></ul>

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