Crisis Communications: Are you ready for the unexpected?
Transcript of Crisis Communications: Are you ready for the unexpected?
![Page 1: Crisis Communications: Are you ready for the unexpected?](https://reader036.fdocuments.in/reader036/viewer/2022070603/587117451a28abac6d8b7701/html5/thumbnails/1.jpg)
Are you ready for the unexpected?Successful use of SnapComms Alerts in crisis situations
![Page 2: Crisis Communications: Are you ready for the unexpected?](https://reader036.fdocuments.in/reader036/viewer/2022070603/587117451a28abac6d8b7701/html5/thumbnails/2.jpg)
Preparing to communicate in a crisisDEFINE
SET UP ALERT
SET UP CHANNELS
TEST, TEST, TEST
ADJUST
REVISIT
![Page 3: Crisis Communications: Are you ready for the unexpected?](https://reader036.fdocuments.in/reader036/viewer/2022070603/587117451a28abac6d8b7701/html5/thumbnails/3.jpg)
Define CrisisWhat are we talking about, really…
DEFINE
![Page 4: Crisis Communications: Are you ready for the unexpected?](https://reader036.fdocuments.in/reader036/viewer/2022070603/587117451a28abac6d8b7701/html5/thumbnails/4.jpg)
Crises are any ‘critical incident’ that threatens the value and reputation of a company –
and increasingly its survival.
“…a company can expect a value-destroying incident at least once every five years.”
It’s no longer a case of “if it happens” but “when it happens”.https://www2.deloitte.com/au/en/pages/risk/articles/a-crisis-of-confidence.html
What’s a crisis?
![Page 5: Crisis Communications: Are you ready for the unexpected?](https://reader036.fdocuments.in/reader036/viewer/2022070603/587117451a28abac6d8b7701/html5/thumbnails/5.jpg)
Companies are under-preparedA major study from Deloitte looked at the beliefs of board members when it comes to crisis preparedness:
76% of board members believe their companies would respond effectively if a crisis struck tomorrow, but only 49% have taken steps to be truly crisis-ready.
Only 50% have evaluated key crisis scenarios or done a basic SWOT evaluation.
Only 43% have evaluated worst-case scenarios.http://www2.deloitte.com/global/en/pages/risk/articles/a-crisis-of-confidence.html
![Page 6: Crisis Communications: Are you ready for the unexpected?](https://reader036.fdocuments.in/reader036/viewer/2022070603/587117451a28abac6d8b7701/html5/thumbnails/6.jpg)
Define Your Crisis Scenarios• What exists already? • Crisis, contingency plans• Disaster recovery plans
• Which scenarios are most important for you right now?
Engage your colleagues and build on existing plans
![Page 7: Crisis Communications: Are you ready for the unexpected?](https://reader036.fdocuments.in/reader036/viewer/2022070603/587117451a28abac6d8b7701/html5/thumbnails/7.jpg)
Four crisis categories• Danger/Hazard • Weather/Situational• Major Announcement (good or bad)• Outage
![Page 8: Crisis Communications: Are you ready for the unexpected?](https://reader036.fdocuments.in/reader036/viewer/2022070603/587117451a28abac6d8b7701/html5/thumbnails/8.jpg)
AlertsSettings for Crises
![Page 9: Crisis Communications: Are you ready for the unexpected?](https://reader036.fdocuments.in/reader036/viewer/2022070603/587117451a28abac6d8b7701/html5/thumbnails/9.jpg)
• Visual• Fast• Targeted• Impactful• Measureable
SnapComms Alerts for Crises
![Page 10: Crisis Communications: Are you ready for the unexpected?](https://reader036.fdocuments.in/reader036/viewer/2022070603/587117451a28abac6d8b7701/html5/thumbnails/10.jpg)
• Prepare SnapComms Alerts now to ensure:• Speedy delivery• Coherent communication• Accessibility
(Be a hero when the time comes)
Crisis incident:
![Page 11: Crisis Communications: Are you ready for the unexpected?](https://reader036.fdocuments.in/reader036/viewer/2022070603/587117451a28abac6d8b7701/html5/thumbnails/11.jpg)
Alert settings for crisesWho - target audience
What – your message/instructions
How – delivery, display options
Admin – Best Practice
![Page 12: Crisis Communications: Are you ready for the unexpected?](https://reader036.fdocuments.in/reader036/viewer/2022070603/587117451a28abac6d8b7701/html5/thumbnails/12.jpg)
Who is your target audience?• Target the right people for the incident.• Leverage Target Users Options• Whole Organization• Divisions, depts, teams• Application user groups
(i.e. SAP users)• Location - machine groups
• Try to avoid Manual Groups
![Page 13: Crisis Communications: Are you ready for the unexpected?](https://reader036.fdocuments.in/reader036/viewer/2022070603/587117451a28abac6d8b7701/html5/thumbnails/13.jpg)
• Keep it simple• What should they
do? • Reassure• Show empathy• Point to resources
What – your message content
![Page 14: Crisis Communications: Are you ready for the unexpected?](https://reader036.fdocuments.in/reader036/viewer/2022070603/587117451a28abac6d8b7701/html5/thumbnails/14.jpg)
Make them easy to absorb• Avoid scrolling text! • Give visual cues• Color code your
templatesRed = severeYellow = criticalGreen = all clearCorporate = important
What – your message visuals
![Page 15: Crisis Communications: Are you ready for the unexpected?](https://reader036.fdocuments.in/reader036/viewer/2022070603/587117451a28abac6d8b7701/html5/thumbnails/15.jpg)
• Make templates EASY TO FIND• Folders, Bookmarks, Details field
• Set up Admin Access• Back up Admins• Bookmark a good landing page!
• Choose your publish method• Resend – overwrite existing message, publish• Copy/Send – easier management, BUT more steps• Create from scratch – takes time
Administrator tips…be fully ready
![Page 16: Crisis Communications: Are you ready for the unexpected?](https://reader036.fdocuments.in/reader036/viewer/2022070603/587117451a28abac6d8b7701/html5/thumbnails/16.jpg)
• Bookmark login to tool for quick access• This makes it the first page you’ll see at login
• If possible, set up Admin access from your mobile phone• If you’re away from the office or your desk• Ensure you know your password
Administrator Tips:
![Page 17: Crisis Communications: Are you ready for the unexpected?](https://reader036.fdocuments.in/reader036/viewer/2022070603/587117451a28abac6d8b7701/html5/thumbnails/17.jpg)
Test, Adjust, Revisit…(we’re not done just yet)
Test
Adjust
Revisit
![Page 18: Crisis Communications: Are you ready for the unexpected?](https://reader036.fdocuments.in/reader036/viewer/2022070603/587117451a28abac6d8b7701/html5/thumbnails/18.jpg)
• To yourself• Visual display
• To a group• Feedback on content
• To your audience• Emergency Drill• Well publicized, expected• Ask for feedback
Test, test, test
![Page 19: Crisis Communications: Are you ready for the unexpected?](https://reader036.fdocuments.in/reader036/viewer/2022070603/587117451a28abac6d8b7701/html5/thumbnails/19.jpg)
• What was confusing? • What was missing• Were there unintended consequences?
Update your plan, message, and/or Alert templates accordingly..
Adjust
![Page 20: Crisis Communications: Are you ready for the unexpected?](https://reader036.fdocuments.in/reader036/viewer/2022070603/587117451a28abac6d8b7701/html5/thumbnails/20.jpg)
• Schedule your next review and future tests• Update logos? • Update lists/locations/target audience?• Update links?
• Add anticipated scenarios as you go• Schedule Admin training esp. for back up people who
don’t use frequently.
Keep it alive, keep it relevant...
Revisit
![Page 21: Crisis Communications: Are you ready for the unexpected?](https://reader036.fdocuments.in/reader036/viewer/2022070603/587117451a28abac6d8b7701/html5/thumbnails/21.jpg)
Checklisto Define your crisis scenario
o Define situations and messageso Prioritize in order of importance
o Prepare Crisis Alertso Message content, parameterso Delivery insurance – back up Admins, mobileo Test, test, testo Adjust
o Repeat for the next message type
![Page 22: Crisis Communications: Are you ready for the unexpected?](https://reader036.fdocuments.in/reader036/viewer/2022070603/587117451a28abac6d8b7701/html5/thumbnails/22.jpg)
SnapComms provides a reliable channel to deliver crisis communications quickly and effectively.
For more information visit SnapComms.com
Sign up for your free trial today!
Free 30 Day Trial
![Page 23: Crisis Communications: Are you ready for the unexpected?](https://reader036.fdocuments.in/reader036/viewer/2022070603/587117451a28abac6d8b7701/html5/thumbnails/23.jpg)
Right Message, Right Place, Right Time. Every Time.