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CrisisManagementintheDigitalAge:THECHANGESANDWHATITMEANSFORCORPORATESURVIVAL
BYJANEJORDAN – 23AUGUST2016
DRIKL2016/PAPER1-JANEJORDAN Slide1
Slide2DRIKL2016/PAPER1-JANEJORDAN
SmartphoneObsession
Slide3DRIKL2016/PAPER1-JANEJORDAN
There cannot be a crisis next week.
My schedule is already full.
“”HenryKissinger,formerUSSecretaryofState
WhyCrisisManagementhaschangedforever
Slide4DRIKL2016/PAPER1-JANEJORDAN
Dramaticnewstravelsfasterthanever
Trends
Slide5
• Intergenerationalchange
• Livestreaming/tweeting/blogging
• RoleofInfluencers
• Riseandriseofvideo
• Bigchangesinpublicexpectation
DRIKL2016/PAPER1-JANEJORDAN
TrustinMalaysia
Slide6
• PercenttrustinthefourinstitutionsofGovernment,business,mediaandNGOs,2015vs.2016
DRIKL2016/PAPER1-JANEJORDAN
Source: 2016 Edelman Trust Barometer
Informed Public
General Population
NGOs Business Media Government
+4 0 +13 -11
2015 2016
+2 -2 -1 -7
Malaysiamoreoptimisticthanthemajorityofcountries
Slide7
• PercentoftheInformedPublicvs.MassPopulationwhobelievetheyandtheirfamilieswillbebetteroffinfiveyears’time
DRIKL2016/PAPER1-JANEJORDAN
Source: 2016 Edelman Trust Barometer
50%
In 19 of 28 countries, less than half of Mass Population think they will be better off in five years
Informed Public
MassPopulation
17 10 12 13 10 21 10 13 18
Slide8DRIKL2016/PAPER1-JANEJORDAN
StateoftheNation
Av. = 80 minutes: double global average
IntergenerationalChange
Slide9DRIKL2016/PAPER1-JANEJORDAN
Google Rules Pushing Boundaries
LiveEverythingEverywhere
Slide10DRIKL2016/PAPER1-JANEJORDAN
Live Tweeting Decisions Drones play a role
The immediacy with which often violent events are broadcast by anyone anywhere is changing how we experience crisis
RiseandRiseofVideo
Slide11DRIKL2016/PAPER1-JANEJORDAN
Facebook all video in 5 years
Everyone’s doing it! Today, live streaming is easier, cheaper, faster and more effective than ever before.
Av. = 80 minutes: double global average
Influencers:KeyRole
Slide12DRIKL2016/PAPER1-JANEJORDAN
Need Third Party Allies Who’s Who in Malaysia
DramaticChangesinPublicExpectation
Slide13
• Webusersturntosocialmediatoseekhelpforthemselvesorothersduringemergencies– andtheyexpectfirstresponderstobelistening
• 24x7newscycle=15minutesorlesstorespond
• Tweetingbeforeaskingforhelp
DRIKL2016/PAPER1-JANEJORDAN
Slide14DRIKL2016/PAPER1-JANEJORDAN
12:45pm AEDT
1:47pm
2:28pm
Whattodo?
Slide15DRIKL2016/PAPER1-JANEJORDAN
Responding fast can reduce crisis duration by 50%
16
Gettingthebalanceright
Front-Line:BestDefenseandOffense
Slide17DRIKL2016/PAPER1-JANEJORDAN
Monitor,Monitor,Monitor
Slide18
Sethourlyanddailycrisisthresholds• Usehistoricaldatato
calculatehourlyanddailythresholdsforvolumeandsentiment
• Usesentimenttotriggerhumanresponse
• Multipleteammembers
DRIKL2016/PAPER1-JANEJORDAN
Sociallisteningmetricsmatter
Howdoyouknow?
Slide19
HashourlythresholdbeenexceededformorethanTHREEhours?
Hasanymediaoutletorinfluencerstalkedabouttheissue?
Hasthespikeexceededthedailythreshold?
DRIKL2016/PAPER1-JANEJORDAN
Checklist
Slide20
q Relevance– whattypeofcontent?q Engagement– howactive?q Authenticity– iscontentgenuine?q Frequency– howoftenaretheyposting?q Reach– uniquevisitors+channelreach
DRIKL2016/PAPER1-JANEJORDAN
So…areyoucrisis-ready?Doyouhaveacrisis-readyculture?Toptobottom,andacross?Isyourplanatomefortheauditorsora2-pager,grab’ngoplananyonecanpickup,useandknowwhatthey’redoing/saying?Haveyouappliedthesamelevelofdiligencetoyourcrisiscommunication asyourriskmitigation?Areyourcrisisprotocolsuptodate(copewitha15minuteturnaroundonapprovals)?Haveyoutemplatesapprovedandreadytogo?Scriptsforlivestreaming?Areyourspokesperson(andtheirback-ups)testedandvalidatedunderpressure(EQornot)?TeamstrainedforFacebookLive?Areyoursocialmediamonitoringplansinplace?
OldPrinciples,NewRules
Slide22
Changeseverythinganditchangesnothing!• Speedandinteractionhaschanged
• CharacterisshownbyactionNOTwords
• Transparency&authorityareKEY
Words• Deliveredwithincrediblespeed(24seconds)
• Focusedon(most)direct,interactivecommunicationwiththosewhomatterMOST
• Highdegree oftransparency
DRIKL2016/PAPER1-JANEJORDAN
Slide23DRIKL2016/PAPER1-JANEJORDAN
It takes 20 years to build a reputation and five minutes to
ruin it
“”WarrenBuffet
Slide24DRIKL2016/PAPER1-JANEJORDAN
DoConnect!
Slide25DRIKL2016/PAPER1-JANEJORDAN
DoConnect!LinkedIn:
https://au.linkedin.com/in/jordanjanePhone:
+61292205103Email:
@coachingwithGAIAWebsite:
www.gaiacoachinggroup.com.auBook:
“TheFourHighlyEffectiveStagesofCrisisManagement:HowtoManage
theMediaintheDigitalAge”publishedbyCRCPress,April2011