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10 Steps of Crisis Planning in aNew Media Environment
Gerald R Baron and Kami Watson Huyse, APR
Crisis Control is a Myth
“You can’t take something off of the Internet. That’s like trying to take pee out of a swimming pool.”
- Joe Ragan, NewsradioAs quoted in “Groundswell” by Charlene Li and Josh Bernoff
“This Target ad is senselessly subversive on so many levels that it begs pointing out this article in the U.K. Telegraph headlined, Girls Being Brainwashed to Be Promiscuous featuring Carol Platt Liebau’s new book about how our sex-obsessed culture damages girls.”
Amy Jussel, Founder Executive Director, Shaping Youth
Off Target
Target’s e-mail response:
“Unfortunately we are unable to respond to your inquiry because Target does not participate with nontraditional media outlets. This practice is in place to allow us to focus on publications that reach our core guest.”
Off Target
Target’s response to the New York Times:
“We do not work with bloggers currently,” said a company spokeswoman, Amy von Walter, who agreed to speak with this traditional media outlet. “But we have made exceptions,” Ms. von Walter said. “And we are reviewing the policy and may adjust it.”
1. Monitor the “Conversation”
2. Maintain a Social “Footprint”
Text
Audio
SocialVideo
3. Quick Response Team
4. Crisis Escalation Process
5. Incremental Release of Info
Network Solutionson Twitter @netsolcares
KitchenParade: OMG Network Solutions (which hosts Kitchen Parade) just CALLED me after seeing problems I'm having with Blogger on a Blogger forum. WOW. Aug 13, 2008 04:49 PM GMT · Reply · View Tweet
netsolcares: @KitchenParade Thanks, I'm happy to help as soon as I get your e-mail I'll move on it. Aug 13, 2008 04:58 PM MT · Reply · View Tweet
KitchenParade: @steamykitchen Network Solutions! I'm very high on them , incl the bandwidth practices. Aug 21, 2008 12:04 PM GMT · Reply · View Tweet ·
netsolcares: @KitchenParade Thanks for the props.. Actually our bandwidth will be expanded even higher shortly. Aug 21, 2008 01:27 PM GMT · Reply · View Tweet
6. Scalable Technology
7. Know Your Audience
8. Speak the Same Language
9. Some Things Never Change
Then and Now…
Adapted From Boundary Spanning: http://www.ed.psu.edu/policyinstitute/boundary_setting_and_boundary_sp.htm
The Old Model The New Model
Represent organization externally Represent organization externally
Protecting\ the organization from threats
Represent stakeholders internally
Scan and monitor relevant traditional media
Scan, monitor and respond to all media
Be the gatekeeper of information Work with new gatekeepers
Manage affiliations with other organizations
Link and coordinate with all stakeholder and critics
10. It’s About Trust
Free SearchTools• Technorati • Del.icio.us• Google Blog Search • Twitter Search
Paid SearchTools• The DIY Dashboard (link)• Radian6 (link)• BuzzLogic (link)• Jeremiah’s List (link)
RESOURCES• “Now is Too Late,”
by Gerald R Baron• Prepare at Work,
American Red Cross• CrisisBlogger, Baron’s blog• 7 Must-Have Elements
for Crisis Planning• Crisis Communication Articles, Kami’s
Crisis Tab
Kami Watson Huyse, APRPhone: (713) 568-5750
E-mail: [email protected]: Communication Overtones
Web site: www.myprpro.com
Copyright 2009 © all rights reserved
Gerald BaronPhone: (360) 303-9123
E-mail: [email protected]: Crisis Blogger
Web site: www.piersystems.com
