Crisis Communication Presentation for the Realtime Marketing Lab Fall 2015 Tour
Crisis Communications in the Realtime World
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Transcript of Crisis Communications in the Realtime World
Crisis Communications in the Real Time World
Ann Marie van den Hurk, APRMind The Gap Public Relations, LLC
www.mindthegappr.com
46% of businesses DO NOT
have a crisis management plan*
2011 Crisis Preparedness Study, Burson•Marsteller & Penn Schoen Berland, 2011
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
35% of businesses think they will rarely
need a plan.*
2011 Crisis Preparedness Study, Burson•Marsteller & Penn Schoen Berland, 2011
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
Yet, 79% say they are only 12 months from a
potential disaster.*
2011 Crisis Preparedness Study, Burson•Marsteller & Penn Schoen Berland, 2011
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
Only a third of businesses
have digital plans in place.*
2011 Crisis Preparedness Study, Burson•Marsteller & Penn Schoen Berland, 2011
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
Bad things happen to people & organizations
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
Dear @SouthwestAir - I know I'm fat, but was Captain Leysath really justified in throwing me off a flight for which I was already seated? @ThatKevinSmith - Feburary 13, 2010
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
How you react is how you will be remembered
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
@BPGlobalPR
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
Living in a 24/7 media cycle & widespread
social media use
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
The response time has been cut from 2 hours
to 20 minutes
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
If you are lucky
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
Basic crisis communications
still applies
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
A crisis response team identified and trained
A list of key stakeholders to communicate with directly
A list of anticipated scenarios using the so-called SWOT analysis
Holding statements
Notification systems such as phone trees or email and text messaging groups
Monitoring services set-up
Blue Print
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
Tell the truth
Release only confirmed facts
Show concern
Defuse negatives
Remain calm
Provide newsworthy updates
Dos
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
#seriouslymcdonalds
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
Speculate
Overstate or understate
Talk “off the record”
Be thrown by hostile statement
Give exclusives to anyone
Place blame on someone else
Don’ts
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
#weinergate
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
Dealing the NegativeRespond quickly as you can
Be polite, respectful & level-headed
Correct inaccurate information
Communicate how is being done to address the concern & what are the next steps
Give away people can contact you offline
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
Chapstick
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
Take-a-way
Have a plan
Be monitoring the social media scape... blogs, Twitter, Facebook, Google+, LinkedIn before a crisis
Know & actively engage social media savvy staff
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992
Are you ready?
Ann Marie van den Hurk, APR • [email protected] • 302-563-0992