Crisis Communication in the

Age of Social Media[ the cyphers agency ]

Who Are We?

What You’ll Learn Today

• How crisis communication has changed.

• How to create a robust crisis communication plan.

• Best practices for a well implemented plan.

• Good and bad brand examples of new age crisis communication.

Crisis Communication: Before and After

Social media changed the game.

Risk = Hesitation

Be Proactive

Build an audience before you really need them.

Have a plan because something will happen.

Crisis Communication Plans

Have one for your day-to-day management AND for those

elevated scenarios.

Basic Components of a CCP

• Roles• Communication Protocols• Legal Implications / Requirements

• Audience• Tone and Voice• Hypothetical Situations & FAQs

Team Members & Roles

Communication Protocols

Include Language from Legal

Hone Messaging for Your Audience

Establish Tone and Voice

Create Hypothetical Scenarios and FAQs

The Good, Bad, and Ugly:

Brand Scenarios

FedEx: December 2011

Red Cross

#NBCfail

Kashi

How can you manage all of this?

Final Take Aways:

• Start building an audience BEFORE a crisis occurs

• Draft a robust crisis communication plan

• Update your plan often• How to listen• Act quickly, be transparent, put your plan into motion

• Eventually, move on

Questions?

info@thecyphersagency.comwww.thecyphersagency.com