What is a crisis?

• A crisis is a major occurrence with a potentially negative outcome affecting the organization, as well as its publics, products, services, or good name.

• An organizational crisis can constitute any number of situations.

Dealing With Crises

• Careful planning and preparation is essential to minimizing damage in a crisis.

• It is important for employees to understand how the company will address communications when handling the crisis.

Dealing With Crises cont.

• Don’t panic!• Stay focused on the

tasks at hand; don’t ignore core responsibilities

• Work as a team and follow company guidelines during a time of crisis.

• Communicate

How to Communicate During a Crisis:

• Put the public first• Take responsibility for

solving the problem• Do not mislead the

public• Provide a constant flow

of information• Be accessible

• Monitor news coverage and telephone inquiries

• Monitor online communication and social media

• Communicate with key publics

Responding to a Crisis

Response Strategies:• Accusation• Denial• Excuse• Justification• Ingratiation• Corrective Action• Full Apology

Response Time• If a crisis is not dealt with in

a timely manner, the problem will only compound itself.

How does this affect you?

• Employees who use social media on a daily basis are more vulnerable in a time of crisis

• Your online communications can have a direct impact on SuperCorp’s response strategy

Social Media

• Social media are various interactive sites that engage individuals and allow for them to have immediate access to the world around them. Various examples include Twitter, Facebook, Myspace, personal blogs etc.

Social Media in times of crisis

• Should it be used?• How should it be used?• What are the possible ramifications if it is used

improperly?• The Woods

Social Media and Supercorp.

• Company’s Social Media policy• Supercorpsux.com

Proper Protocol

• Does a crisis change the social media rules?• The do’s and don'ts• How should we handle the blogging crisis?

• Assess the crisis. In the event of a natural disaster, utilize available social media to posts tings such as location and injuries. You never know, a tweet to the Red Cross might just save your life.

• Monitor the conversation. If things about your company are being said in social media forums, bring it to the attention of your superiors so that they may respond.

• Do NOT disseminate ANY information that is company specific. Anything you say can and more than likely will be used against you.