Chris Miller presented a 3 hour workshop using a series of case studies focussing on managing traditional media; spokespersons; and social media during a crisis.
2. OVERVIEW A series of case studies (CSs) & lessons learnt
(LLs) Some brief CSs with LLs summarised 3 detailed CSs for group
discussion on LLs & apps Helping build business resilience 3.
Crisis communications during 1974 Brisbane Floods 4. 4 Resilient
leaders communicate with honesty & transparency at all times
Source: AGD/TISN publication Organisational Resilience: The
Relationship with Risk Related Corporate Strategies (2013) 5.
Communicate at all times Kursk sinking, 12 Aug 2000 Helping build
business resilience Lt Dmitri Kolesnikov Kursk survivor leader 6.
Captain lieutenant Dmitri Kolesnikov, was one of three surviving
officers of that rank, took charge and wrote: "It's dark here to
write, but I'll try by feel. It seems like there are no chances,
10-20%. Let's hope that at least someone will read this. Here's the
list of personnel from the other sections, who are now in the ninth
and will attempt to get out. Regards to everybody, no need to be
desperate. Kolesnikov. 6 7. 7 Admiral Popov, Exercise Commander
Official reactions It sank! Delayed searching! 8. "For President
Vladimir Putin, the Kursk crisis was not merely a human tragedy, it
was a personal PR catastrophe. Twenty-four hours after the
submarine's disappearance, as Russian naval officials made bleak
calculations about the chances of the 118 men on board, Putin was
filmed enjoying himself, shirtsleeves rolled up, hosting a barbecue
at his holiday villa on the Black Sea. Amelia Gentleman wrote in
The (UK) Guardian, 24 August 2002 when reviewing Kursk: A Time to
Die, a special report 8 9. 9 Nadezhda Tylik, mother of Kursks
navigator & wife of a retired submariner & other Kursk
families questioned President Putin for hours on 22 August 2000,
Vidyaevos Officers Club. Dmitri Kolesnikovs coffin first to arrive
at the Northern Fleet HQ 10. 10 Emotional decision making in a
crisis Raise the Kursk! 11. Varanus Island, WA GROUP DISCUSSION
CASE STUDY 1 3 June 2008 3 of 6 pipelines ruptured; 1/3 WA gas
supply disrupted 12. 12 & VIDEO 13. Varanus Island, WA Managing
traditional media Helping build business resilience & sound 14.
14 15. 15 16. 16 17. 17 18. 18 19. 19 20. 20 21. 21 22. 22 23. 23
24. 24 25. 25 26. 26 FACT SHEET provided at Apaches 4 June 2008
MEDIA CONFERENCE 27. 27 28. 28 29. 29 30. 30 31. 31 32. 32 33. 33
34. 34 35. 35 36. 36 37. 37 38. 38 39. 39 40. 40 41. 41 42. 42 43.
43 44. 44 45. 45 46. 46 47. 47 48. 48 49. 49 50. 50 Varanus
incidents occurred between 1330 and 1427 hours 3 June 2008 Media
Release No Issuing time & date Notes 1 1505 hours 3 June 2008
Contact Apache Call Centre or MD 2 1625 hours 3 June 2008 Contact
MD or Purple Communications 3 1815 hours 3 June 2008 & from
Houston, TX 4 0830 hours 4 June 2008 0930 hours Perth Time MD
hosted a Media Conference 5 1000 hours 4 June 2008 6 1030 hours 5
June 2008 7 1415 hours 6 June 2008 8 1400 hours 23 June 2008 9 1
August 2008 10 6 August 2008 11 10 October 2008 51. Perth Bikers
live chatting from Barrow Island 51 OK, TRADITIONAL MEDIA COVERED,
BUT WHAT ABOUT SOCIAL MEDIA!? 52. GROUP DISCUSSION CASE STUDY 1 -
TRADITIONAL MEDIA CENTRE STAGE SOCIAL MEDIA A SIDESHOW 52 You are
facilitating a crisis comms debriefing for Apache NW & Purple
Communications held Nov 2008, then reporting. What is your
assessment & recommendations focussing on responding to
traditional media? 53. THEN REPORT BACK YOUR ASSESSMENT &
RECOMMENDATIONS FOR APACHE NW & PURPLE COMMUNICATIONS FOR
FUTURE CRISIS COMMS WITH TRADITIONAL MEDIA 54. 54 Tall Tim Pethick,
Founder Nudie Juice Engaging social media & your customers to
assist in a crisis CRISIS LEADERSHIP 1 55. 55 29-05-2004 - Dear
nudie member, Well, after 14 months of nudie fun, we've had our
first really big hiccup. (This one's more of a loud burp really.)
You see, last night our entire nudie headquarters and squeezing
facility burnt down. Thankfully, no one was hurt, but we did lose
quite a bit of good fruit - and all our squeezing machines. But
we've never let the occasional hurdle spoil our fun (after all,
what fun would hurdlers have without hurdles?) so, in typical nudie
fashion we'll take this one in our stride and get back on the horse
and, lucky for us, the nudie horse loves jumping hurdles too! Now,
here's the little bit of bad news for you: As we've only got one
squeezing facility, it means our whole supply chain has been
stopped in its tracks. This is a technical way of saying won't be
able to make any more nudies for a little while. (Probably a few
weeks.) But fear not! We're already out there working against the
clock to get nudies back in the fridge at your favourite nudie
stockist. 56. 56 The search for a new squeezing facility is at top
of mind right now. We'd love to hear from anyone with an oversized
kitchen, an unused barn or even a high-tech warehouse able to hold
a large amount of very big squeezing machines. Seriously, any ideas
to help us get back on the horse that loves hurdles would be much
appreciated. The support we've already got from nudie fans has been
overwhelming - with offers of production lines, bottles, fruit,
office space and squeezing equipment. We'll keep you updated with
any news via our website nudie.com.au and you can email any ideas
to help us get nudies back in fridges ASAP to
[email protected] Any ideas would be much appreciated.
Thanks for your support. Tall Tim From liquefiedstars - I loved
them right from the beginning, before anybodys even heard of them
:sad: I hope they get back on track soon. 57. 57 58. 58 Visible
& distributed leadership CRISIS LEADERSHIP 2 59. 59 Former New
York City Mayor Rudy Giuliani CRISIS LEADERSHIP 3 60. 60 Captain
Chesley Burnett Sully Sullenberger III CRISIS LEADERSHIP 4 61. 61
Capt Richard Champion de Crespigny GROUP DISCUSSION CASE STUDY 2 4
Nov 2010, A380 uncontained engine failure when departing Singapore
Changi Airport 62. 62 Snr Check Captain David Evans - first
announcement to the passengers following Engine No 2s explosion
over Batam Island, Indonesia http://www.youtube.com/watch?v=C
87MToI78&feature=em- share_video_user 63. Challenges kept
coming 1) flying; 2) landing & then stopping Engine 1 with fire
foam & water it took 3 hours to flame out 64. 64 65. 65 Senior
managers communicate with honesty & transparency at all times
http://www.youtube.com/watch?v=MHb9gj
OFEbA&feature=em-share_video_user 66. Ulf Waschbusch, Passenger
80A & unofficial spokesperson
http://www.youtube.com/watch?v=Smp3_Igj70U&feature=em-
share_video_in_list_user&list=PL26651BC2E063FF02 67. GROUP
DISCUSSION CASE STUDY 2 SOCIAL MEDIA AHEAD RUNNING OF OFFICIAL
SPOKESPEOPLE 67 You are facilitating on a formal crisis comms
debriefing for QANTAS within 30 days, then reporting. What is your
assessment and recommendations focussing on spokespersons? 68. THEN
REPORT BK YOUR ASSESSMENT & RECOMMENDATIONS FOR QANTAS &
ROLLS ROYCE FOR FUTURE CRISIS COMMS ESPECIALLY SPOKESPEOPLE 69.
WHEN DID YOU JOIN? 69 After 4 February 2004 After 21 March 2006
After 6 October 2010 70. 20 December 2008 Continental 1404, Denver
Tweet Holy f****** s*** I wasbjust in a plane crash! 70 SOURCE:
Karen Masullo, Firestorm Anatomy of a Crisis Tweet Posted 19 July
2013 71. A series of 3 reports by Jeannette Sutton, Carter Butts,
Emma Spiro & Britta Johnson analysing tweets following the 15
April 2013 Boston bombings 71 Project HEROIC is a collaborative, US
National Science Foundation (NSF) funded effort by researchers at
the University of Colorado at Colorado Springs & the University
of California-Irvine to better understand the dynamics of informal
online communication in response to extreme events. Through a
combination of data collection & modelling of conversation
dynamics, the project team aims to understand the relationship
between hazard events, informal communication &emergency
response. http://lakshmi.calit2.uci.edu/heroicproject 72. 72 Boston
Police PIO SOURCE: Sutton, J., Spiro, E., Johnson, B., and Butts,
C. (2013). Following the Bombing Online Research Highlight Report
1. http://heroicproject.org 73. 73 Tweet volume across thematic
content areas, grouped by organizational sector SOURCE: Sutton, J.,
Johnson, B., Spiro, E., and Butts, C. (2013). Tweeting What
Matters: Information, Advisories, and Alerts Following the Boston
Marathon Events. Report 3 - Online Research Highlight.
http://heroicproject.org 74. Shelter in place alert for Cambridge,
Massachusetts, residents while police sought to recapture the final
Boston Marathon bomber Mitchell oil processing facility fire alert
to residents to shelter in place misdirected & misspelt, 16
Sept 2011 RESIDENT OFFICIAL ALERTS IN A CRISIS 75. THE GOLDEN HOUR
IS NOW 20 secs! ASIANA 777 CRASH AT SAN FRANCISCO INTERNATIONAL
AIRPORT 6 JULY 2013 GROUP DISCUSSION CASE STUDY 3 76. 76
http://news.yahoo.com/blogs/news/asiana-plane-crash-video-
170857047.html#/comics/ From across San Francisco Bay, Fred Hayes
was videoing takeoffs & landings including Asiana 777 crashing
77. Krista Seiden tweet within less than a minute of Asiana 777
crashing at SFO on 6 July 2013. She was inside the terminal
boarding a SouthWest flight to Phoenix when the Asiana incident A
Google Marketing Executive 78.
http://video.ca.msn.com/watch/video/witness-to-
san-francisco-plane-
crash/16akl2k3l?from=sharepermalink&src=v5%
253ashare%253asharepermalink%253auuids 79. 83 Posted within minutes
of Asiana 777 OZ 214 tail strike on SFO sea wall 80. 84 & a
Samsung EVP 81. GROUP DISCUSSION CASE STUDY 3 - SOCIAL MEDIA
CONTROLS THE STORY 85 YOU ARE PART OF ASIANAS COMMUNICATIONS
SUPPORT GROUP WHAT NOW! 82. 88 Melissa (Mel) Irons 83. 89 Vicky
Villeneuve & Maxime Gagnon Desbiens from Quebec City 84. 90
Edward Burkhardt, Exec Chairman Rail World Inc interviewed on scene
on 10 July after Lac-Mgantic Quebec train derailment, which
occurred on 6 July 2013
http://www.youtube.com/watch?feature=player_detailpage&v=UTxSj0wemdU
85. 91 7 steps to prepare for a crisis 1. Understand the crisis 2.
Adapt the right mindset 3. Have ears everywhere 4. Get your crisis
team in place 5. Develop your network 6. Set up your internal
communication platform 7. Practice! Practice! Practice! SOURCE:
Melissa Agnes Crisis Management 7 Step Guide to Preparing Your
Business For a Social Media Crisis Special Report (2012) 86. 92
Source: Figure 1, Concept of organisational resilience, p 6,
Research Paper 1 CEO Perspectives on Organisational Resilience
Resilience model adapted for crisis communications Monitor &
make friends b4 the crisis Need a social media policy plus
spokespersons traditional & social media Respond to errors of
fact; transparent open & honest communications 87. 93 Any
questions or comments? 93 Helping build business resilience
References http://www.tisn.gov.au/ then Publications &
Resilience for Research Paper 1 CEO Perspectives on Organisational
Resilience (2012) & Organisational Resilience: The Relationship
with Risk Related Corporate Strategies (2013) Chris Miller 0416 113
250 b4crisis@grapevine. net.au
