Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World
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Presentation explaining the concept of paracrisis and the effect of social media on pre-crisis communication.
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Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World
- 1. Risk and Crisis in a Dynamic Environment: Crisis Communication in a Wired World EUPRERA 2010 W. Timothy Coombs University of Central Florida
- 3. Visibility of communicative efforts
- 4. Crisis response • Visible to constituents • Became focus of crisis communication research
- 5. Focus today • Once “hidden” aspects of crisis communication • Pre-crisis and Post-crisis • New risks and communication demands
- 6. Evolution via online world
- 7. Evolution via online world
- 8. Evolution via online world
- 9. Evolution: Post-crisis communication • More visible • Less attention/interest than crisis phase • First to become more visible
- 10. Evolution: Post-crisis communication • More memorials • Online memorials – Official and Spontaneous – Uni-vocal and Multi-vocal
- 11. Online memorials • Official – Operated/sponsored by the organization • Spontaneous – Content sharing sites (Flickr and YouTube) – Web sites – Social networking sites – Blogs
- 12. Online memorials • Uni-vocal: speak with one voice – Typical for organization sponsored – The Cantor Families Memorial Site 9/11 • Multi-vocal: array of voices – Common in spontaneous – Allows for individual expression – Transocean for Deepwater Horizon victims
- 13. Functions of memorial • Celebrate or honor persons or events • Aid in healing from the crisis • Allows for grieving • Honor those who helped
- 15. Choices for organization: Risk • Become involved with memorial • Level of involvement – Links (recognition) – Sponsorship/Host
- 16. Evolution: Pre-crisis communication • Semi-private become public – Focus on prevention – Act upon threats/warning signs • Growth of the paracrisis
- 17. Paracrisis • Managed much like a crisis – Communication interventions • Stakes can be high as in a crisis
- 18. Now public communication • Response to the challenge – Communication about corrective action – Reason there is no threat
- 20. Social media • Venue where challenges transpire – Challenge – Response
- 21. Paracrisis • Like a crisis • Really a threat/warning sign • Many now handled in public – Especially true for challenge crises – Rumor crises too
- 23. Visibility is risk • Actions more visible • Pressure to be effective • Danger of not reacting
- 24. YouTube Video • Nestle sought to block it • Increased awareness • First charges of censorship
- 25. Response = Censorship "Oh please...it's like we're censoring everything to allow only positive comments"
- 26. Change • Greater transparency across range of crisis communication
- 27. Rules • Avoid being absent • Go where the action is • Be there before the crisis
- 28. Finale • New challenges • Channel selection • Moving from private to public – Errors compounded • Still driven by strategic thinking (old)