Post on 08-Jul-2015
description
Bend Adbits
November 29, 2012
Reputation Management and
Crisis Preparation
Strengthen and Manage Reputation
Through Public Relations
Improve Communications
with Customers and Staff
Prepare for Crises
Today’s Flight Plan
Introductions
Who Are You?
Small vs. Medium vs. Large Business
Responsible if/when a crisis happens?
Prepared if/when a crisis happens?
Introductions
LT Public Relations
Public Relations is now
Reputation Management
Good or Bad
Public Relations is also Story Telling
We’re Business
Story Tellers
Public Relations…Defined
Public relations (PR) is:
• Managing the flow of information
between an organization and its publics
• Gaining an organization or individual
exposure to its audiences using topics
of public interest and news items
Use PR (Not Advertising) to
TELL YOUR STORY
“Advertising is the price you pay for being
unremarkable.”
--Robert Stephens, CEO of Geek Squad
PR TOOLS
There is no one “Silver Bullet.”
News
Releases
Newsletters
PR
Campaigns
SEO
Conferences
PR TOOLS
Staff is the most
under-utilized
(and un-communicated
to) PR tool a company
has to leverage.
PR Tools: STAFF
Use staff as
ambassadors of the
company’s brand and
messages.
PR Tools: STAFF
PR Tools: STAFF
Train them how to be brand ambassadors and
communicators.
Inform them beforenews is distributed.
Instruct them on the significance of the news
for the company, its customers and the
communities it serves.
Crisis is… EVERYWHERE
Crisis Affects Big and Small
Companies
Prineville Police Department
Alleged Police brutality caught
on video
Deschutes Mortgage Group Conspiracy to commit bank fraud,
mortgage scheme
AWE Dental Spa
Religious discrimination in
the workplace
Crisis Preparation
Crisis Management is…
99%
Preparation
1% Execution
Crisis Preparation
A 2011 Altimeter study reports that…
About 76 percent of crises could
be avoided or diminished
The majority of companies are
unprepared for a social media
crisis
Crisis Plan
All companies should have an updated
crisis preparation plan, which includes
how to communicate to:
1. Staff
2. Board
3. Customers
4. Public/Community
5. Media
6. Social Media
Crisis Preparation
Identify
a
Crisis
Crisis Preparation
Build Internal Guidelines
and Procedures
Crisis Preparation
Manage a Crisis…
…Conduct Dress
Rehearsal
Image by AFP via @daylife
Crisis Preparation
Communicate During a
Crisis…
…staff, customers, board,
vendors, media, social
media
Crisis Preparation
Have Spokesperson(s) and
Staff Ready
Crisis Response
Respond as Soon as
Possible!
Crisis Response
Monitor the Response
Crisis Response
Be Honest!
2003- American Airlines Announces Bankruptcy
Crisis Response
Repair the Mistake…ASAP!
Crisis Response
Apologize Appropriately
Crisis Response
Move On!
Learn From The Best
“When You’re Going Through
Hell…Keep Going.”
--Winston Churchill
Learn From The Best
When written in Chinese, the word
“crisis” is composed of two characters.
One represents danger and the other
represents opportunity.
--John F. Kennedy
Are You Ready For a CRISIS?
Crisis Ready??
LT Public Relations
503-477-9215
pr@LTpublicrelations.com
LTpublicrelations.com
Thank You!!