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1 | 26.03.20171 | 26.03.2017
Modern crisis
communications
Response to Westminster attacks
Stephen Waddington
Visiting Prof...
2 | 26.03.20172 | 26.03.2017
Source: The Guardian / Victoria Jones, Press Association
3 | 26.03.2017
Today’s session
• Media response to crises over the last 40
years
• How the Westminster attack played out i...
4 | 26.03.2017
1980 – daily news
5 | 26.03.2017
1990 – 24 hour news
6 | 26.03.2017
2010 – real time news
7 | 26.03.2017
2017 – user generated news
Source: https://www.youtube.com/watch?v=zqLxBXLliEY
8 | 26.03.2017
Christopher Hope, The Daily Telegraph (14.43)
9 | 26.03.2017
Peter Yeung, The Times (14.43)
10 | 26.03.2017
Jason Groves, Daily Mail (14.43)
11 | 26.03.2017
Live blog, The Guardian (14.43)
Source: https://www.theguardian.com/politics/blog/live/2017/mar/22/peers-s...
12 | 26.03.2017
Personal networks (14.51)
13 | 26.03.2017
Evan Davies, BBC (15.00)
Source: https://twitter.com/BBCNews/status/844654793629089792
14 | 26.03.2017
Police statement (15.30)
15 | 26.03.2017
Request for images (15.41)
16 | 26.03.2017
Public appeal for UGC (15.41)
17 | 26.03.2017
Call for restraint and respect (15.45)
18 | 26.03.2017
London Ambulance Service statement (15.52)
19 | 26.03.2017
Clickbait and search bait (15.52)
20 | 26.03.2017
BBC footage (16.18)
Source: https://twitter.com/BBCNews/status/844614278548275204
21 | 26.03.2017
Selfies (16.34)
22 | 26.03.2017
Statement from the Mayor (16.31)
23 | 26.03.2017
Facebook Safety (16.42)
24 | 26.03.2017
Facebook Safety (16.42)
25 | 26.03.2017
UGC sympathy (16.52)
Source: https://twitter.com/SuhaibSaqib1/status/844592696262098945
26 | 26.03.2017
Statement from Muslim Council of Great Britain (17.11)
27 | 26.03.2017
Statement from Police (17.58)
Source: https://www.periscope.tv/metpoliceuk/1mrxmenrynvxy?t=3
28 | 26.03.2017
UGC sympathy (18.13)
29 | 26.03.2017
Hate (20.19)
30 | 26.03.2017
Hate (20.27)
31 | 26.03.2017
RIP (18.57)
32 | 26.03.2017
Response from the Mayor (19.33)
Source: https://twitter.com/SadiqKhan/status/844633197191335936/video/1
33 | 26.03.2017
BBC News (20.31)
Source: https://twitter.com/BBCNews/status/844647725048066048
34 | 26.03.2017
Statement from the Prime Minister (21.04)
Source: https://twitter.com/BBCBreaking/status/844655940905271296
35 | 26.03.2017
Tribute to emergency services from MPs (22.05)
36 | 26.03.2017
London Ambulance Service (22.17)
37 | 26.03.2017
Tribute to Constable Keith Palmer (22.31)
38 | 26.03.2017
Front pages of nationals (05:00)
39 | 26.03.2017
Infographic, New York Times (07:26)
Source: https://www.nytimes.com/interactive/2017/03/22/world/europe/we...
40 | 26.03.2017
Crisis management response to Westminster attacks
• Planned approach leading to coordinated
and integrated...
41 | 26.03.2017
Crisis management response to Westminster attacks
• Response led by designated sources;
signposted from ot...
42 | 26.03.201742 | 26.03.2017
Modern crisis
communications
Response to Westminster attacks
Stephen Waddington
Visiting Pr...
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Communication and media response to the Westminster Attack

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Best practice communication was critical to allaying fear in the immediate response to the Westminster attacks but sensationalist media coverage must be challenged.

There was a terrorist attack on Westminster Bridge and the Palace of Westminster in London yesterday. Five people, including a police office, are dead, and 40 people are injured.

In this deck I've looked at the response from London's Mayor, the police, journalists, media, the government, the public, and others. It is intended for a lecture to public relations students at Newcastle University.

The deck tells the story of how crisis situations have unfolded in media over the last 40 years, as media has changed.

I've included user generated comment from social networks including some examples of hate and propaganda that you may find disturbing.

Thank you to the emergency services, NHS staff and all the professional communicators involved in the incident response.

Published in: Business
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Communication and media response to the Westminster Attack

  1. 1. 1 | 26.03.20171 | 26.03.2017 Modern crisis communications Response to Westminster attacks Stephen Waddington Visiting Professor, Newcastle University wadds.co.uk @wadds
  2. 2. 2 | 26.03.20172 | 26.03.2017 Source: The Guardian / Victoria Jones, Press Association
  3. 3. 3 | 26.03.2017 Today’s session • Media response to crises over the last 40 years • How the Westminster attack played out in the first 12 hours • Summary of response
  4. 4. 4 | 26.03.2017 1980 – daily news
  5. 5. 5 | 26.03.2017 1990 – 24 hour news
  6. 6. 6 | 26.03.2017 2010 – real time news
  7. 7. 7 | 26.03.2017 2017 – user generated news Source: https://www.youtube.com/watch?v=zqLxBXLliEY
  8. 8. 8 | 26.03.2017 Christopher Hope, The Daily Telegraph (14.43)
  9. 9. 9 | 26.03.2017 Peter Yeung, The Times (14.43)
  10. 10. 10 | 26.03.2017 Jason Groves, Daily Mail (14.43)
  11. 11. 11 | 26.03.2017 Live blog, The Guardian (14.43) Source: https://www.theguardian.com/politics/blog/live/2017/mar/22/peers-say-brexit-with-no-trade-deal-would-cause-signicicant-damage-to-service-sector-politics-live
  12. 12. 12 | 26.03.2017 Personal networks (14.51)
  13. 13. 13 | 26.03.2017 Evan Davies, BBC (15.00) Source: https://twitter.com/BBCNews/status/844654793629089792
  14. 14. 14 | 26.03.2017 Police statement (15.30)
  15. 15. 15 | 26.03.2017 Request for images (15.41)
  16. 16. 16 | 26.03.2017 Public appeal for UGC (15.41)
  17. 17. 17 | 26.03.2017 Call for restraint and respect (15.45)
  18. 18. 18 | 26.03.2017 London Ambulance Service statement (15.52)
  19. 19. 19 | 26.03.2017 Clickbait and search bait (15.52)
  20. 20. 20 | 26.03.2017 BBC footage (16.18) Source: https://twitter.com/BBCNews/status/844614278548275204
  21. 21. 21 | 26.03.2017 Selfies (16.34)
  22. 22. 22 | 26.03.2017 Statement from the Mayor (16.31)
  23. 23. 23 | 26.03.2017 Facebook Safety (16.42)
  24. 24. 24 | 26.03.2017 Facebook Safety (16.42)
  25. 25. 25 | 26.03.2017 UGC sympathy (16.52) Source: https://twitter.com/SuhaibSaqib1/status/844592696262098945
  26. 26. 26 | 26.03.2017 Statement from Muslim Council of Great Britain (17.11)
  27. 27. 27 | 26.03.2017 Statement from Police (17.58) Source: https://www.periscope.tv/metpoliceuk/1mrxmenrynvxy?t=3
  28. 28. 28 | 26.03.2017 UGC sympathy (18.13)
  29. 29. 29 | 26.03.2017 Hate (20.19)
  30. 30. 30 | 26.03.2017 Hate (20.27)
  31. 31. 31 | 26.03.2017 RIP (18.57)
  32. 32. 32 | 26.03.2017 Response from the Mayor (19.33) Source: https://twitter.com/SadiqKhan/status/844633197191335936/video/1
  33. 33. 33 | 26.03.2017 BBC News (20.31) Source: https://twitter.com/BBCNews/status/844647725048066048
  34. 34. 34 | 26.03.2017 Statement from the Prime Minister (21.04) Source: https://twitter.com/BBCBreaking/status/844655940905271296
  35. 35. 35 | 26.03.2017 Tribute to emergency services from MPs (22.05)
  36. 36. 36 | 26.03.2017 London Ambulance Service (22.17)
  37. 37. 37 | 26.03.2017 Tribute to Constable Keith Palmer (22.31)
  38. 38. 38 | 26.03.2017 Front pages of nationals (05:00)
  39. 39. 39 | 26.03.2017 Infographic, New York Times (07:26) Source: https://www.nytimes.com/interactive/2017/03/22/world/europe/westminster-bridge-london-attack-map.html
  40. 40. 40 | 26.03.2017 Crisis management response to Westminster attacks • Planned approach leading to coordinated and integrated response by agencies • Timing: there is no deadline just now • Conversation led via #Westminster hashtag: balance; reassurance; and inaccuracies countered • Facebook provided platform to signal personal safety to networks
  41. 41. 41 | 26.03.2017 Crisis management response to Westminster attacks • Response led by designated sources; signposted from other platforms • But media response sensationalist despite measured communication approach • Call to action: what is being done and what people should do
  42. 42. 42 | 26.03.201742 | 26.03.2017 Modern crisis communications Response to Westminster attacks Stephen Waddington Visiting Professor, Newcastle University wadds.co.uk @wadds

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