Ten Tips to Manage a Crisis

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  • Ten Tips to Manage a Crisis

    A presentation for HRANET By Mary Ellen Miller, MBA

    MarketingMel April 9, 2015

  • Why are we here?

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  • In preparing for battle, I have always found that plans are

    useless but planning is indispensable.

    General Dwight D. Eisenhower Quoted in Six Crises

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  • So what denes a crisis?

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  • Crisis:

    An extremely dangerous or difficult situation American English Dictionary

    A business crisis can be anything that can negatively effect a companys reputation or

    bottom line. Michael Nayor, Attorney & Crisis Consultant

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  • Ten Tips to Manage a Crisis

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  • 1. Call in a Crisis Communications Expert

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  • Help you Craft Key Messages

    Assess the Situation Quickly Communicate Well and FAST

    Media Response Ready Media Savvy

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  • 2. Employees Will Call the Media. Count on it:

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  • Media Training, Press Release

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  • 3. Consider Internal Publics:

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  • What is the best way to communicate with your

    employees?

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  • 4. Remember External Publics:

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  • External Publics

    Who are they? Where are they?

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    Customers Vendors Patients

    Stakeholders/Stockholders

    Followers Regulators

    Web site Social Media

    Email In your office

  • 5. Monitor the Online Conversation:

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  • Feel the pulse beat of social media

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  • 6. Be Authentic:

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  • MarketingMel says: NEVER say No

    Comment

    Dont say what you dont know-

    If you dont know, tell them so.

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  • 7. Be Careful Not to Implicate Others:

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  • You have no idea of future legal status. Dont throw others under the bus.

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  • 8. Get it Right the First Time.

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    The press release you issue will be picked up and repeated over and over and over again by other media!

  • 9. Time is of the essence.

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  • Construct a Timeline MarketingMels Recent Case Studies: Case 1, Brought in Friday afternoon. Key messages developed through weekend. Issued press release Monday morning. Results: Gained valuable news coverage for clients position. Case 2, Brought in at 2:30 PM to respond to media inquiry. Key messages, press release developed. Story aired on 5 PM news. Results: Matter was kept fairly low profile because client was proactive with media.

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  • 10. Be prepared:

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  • Practice, Practice!

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    Have a Plan Rehearse Scenarios Have emergency numbers and contact list Know who is the designated company spokesperson/backup Have those persons media trained

  • Your Turn

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  • Your Crisis Scenario You are HR Director for Lara See Bakery, one of the

    countrys largest producers of cupcakes, based in Johnson City. Your IT person informs you that several consumers contracted salmonella after eating Lara See cupcakes. He first heard about it from his social media monitoring. You think the vanilla supplied by one of your vendors may be the culprit. The media called after an employee gave them a tip that people are getting sick from Lara See cupcakes. A message was just handed to you with a local TV news reporters phone number. It is 2:30 PM. News airs at 6 pm. What do you do?

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  • To Review:

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  • www.marketingmel.com

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