Crisis Communications & Social Media

CRISIS COMMUNICATIONS & SOCIAL MEDIA

Charlie Pownall Jakarta - September 2012

What we’re going to discuss

• Changing crisis dynamics• Crisis framework & approach• Preparing for crises• Responding to crises

Changing crisis dynamics

‘Traditional’ crisis

Business strategy crisis

Supply chain crisis

Marketing crisis

Social media marketing crisis

Employee crisis

TruthHalf-truthUntruth

The role of social media

A crisis is not a ‘crisis’ until…

Crisis framework & approach

Crisis communications framework

Mitigate

Prepare

Respond

Recover

Preparing for crises

7 key steps to crisis readiness

1. Assess issues/vulnerabilities 2. Identify stakeholders & channels3. Track conversations4. Develop crisis protocols5. Identify & train crisis team6. Prepare content & channels7. Build relationships

Prepare

Responding to crises

Listen Respond

Move fast Respond

Gain reach & attention Respond

Engage stakeholders Respond

Invite dialogue & feedback Respond

Be human Respond

What not to do Respond

Beware the long-tail Respond

Conclusion

• Ignore social media at your peril • Take an integrated approach • Prepare thoroughly• Track assiduously• Move fast!

QUESTIONS? COMMENTS? SUGGESTIONS?

CONNECT WITH ME:@cpownallcharliepownall.com