PUBLIC RELATIONS, MANAGINGCRISIS AND THE SOCIAL MEDIA AGE

Mike Love

2nd March 2016University College London Union

In business since 1953 Global network of 158 offices in 110

countries Part of WPP

CHANGE

DEFINING A CRISISMANAGING A CRISISWHAT’S CHANGED?DISCUSSION

DEFINING A CRISIS

… catastrophe, calamity, emergency, disaster, critical point, crossroads, crux, climax, culmination, zero hour, crunch,

decision point, tipping point, turning point , upheaval, drama

… a spot of bother

Defin

ing

a cr

isis

Crisi

s cho

ices

RegulatoryLegalFinancial

HealthWellbeing

Safety

TechnologyOperationsProduct

LeadershipStrategy

BrandReputationDamage

Crisi

s typ

es

PURPOSE

PROMISE

PRACTICE

TRUST

Why

Say

Do earned

The

Real

ity G

ap

Crisi

s im

pact

Crisi

s cos

ts

Crisi

s defi

nitio

nA crisis is a catastrophic loss of

trust which threatens the existence of the whole organisation or seriously undermines its ability to achieve its

purpose.

Purp

ose

Valu

e

MANAGING A CRISIS

PredictPrevent

PreparePlan

ResolveRecover

An issue ignored is a crisis assured

PREDICT & PREVENT

Data AnalyticsHorizon ScanPurposeBenchmarkChallengeRisk Assessment

PREPARE & PLAN

AuditPlanTeamTrainTestPractice

RESOLVE & RECOVER

FactsAddressEngageChangeCommunicateNext Steps

Man

agin

g a

crisi

s

‘(the Google tax deal) is at once derisory, substantial, lawful

and completely unacceptable to the public’.

Steve Baker MP to Treasury Select Committee 25/1/16

Pred

ict &

pre

vent

Case

Stu

dy

Reso

lutio

n

Reco

very

WHAT’S CHANGEDIN THE SOCIAL MEDIA AGE

Wha

t’s c

hang

ed

MoreSpeedAccessExpectationOwnershipSharingHuman

Wha

t’s c

hang

ed

Spee

d

Acce

ss

Expe

ctat

ions

Owne

rshi

p

Stor

y sh

arin

g

Bein

g Hu

man

Don’

t Pan

ic

LISTEN

IntelligenceImagination

IdeasInsight

DISCUSS!mike.love@bm.com @mikelovesPR