CRISIS COMMS IN A DIGITAL AGE

WHAT IS A CRISIS?

THE BRITS 2014

BRITISH AIRWAYS

ODEON

HANDLING A CRISIS…

FAILING TO PLAN IS…

1. Crisis communications team2. Briefs held by Senior Media Officers3. Watching brief4. Risk mapping5. Response toolkit6. Digital essential7. Regular updates to stakeholders8. Disaster recovery plan9. What if?

WHAT ABOUT DIGITAL?

WHEN THE S*** HITS THE FAN…

Golden Rules

1. Get key staff in a room2. Decide responses3. Tailor to the audience4. Contact stakeholders5. Prepare Q and As6. Expect the unexpected7. To-do list8. Monitor9. Update10. Monitor again

DON’T PANIC!

REVIEWING THE SITUATION…

THE DAILY UPDATE

1. Journalist calls2. Social media responses3. Emails received4. Postal communications5. Impact on fundraising6. Learn and adapt7. Second guess senior management8. Trust your instinct9. Evaluate and summarise10. Don’t be afraid to change approach

FROM PRINT TO SOCIAL…

WIDER IMPACT…

SOCIAL VS PRESS

“We’ve funded over 1,000 life-saving research projects over the past five years, under 0.3 per cent involved dogs. This

research is undertaken because heart rhythm in dogs is controlled in a very similar way to ours. This research is vital in

helping us understand and treat dangerous heart rhythm problems – known as arrhythmias – where the heart is beating

too fast or too slow.

“Arrhythmias currently affect over a million people each year in the UK and can make people feel extremely unwell and in

some cases cause sudden death. Scientists hope their findings will help improve and save the lives of heart patients in the

future.

“We always look for ways to reduce the use of animals in research. This is not an issue we take lightly.”

“The BHF is dedicated to saving lives through better treatments and cures for heart conditions. We fund vital research

using cells grown in the laboratory, computer models, human volunteers and work involving animals when that is

necessary.

“Every application for research funding goes through a rigorous independent review procedure and of the many hundreds

of life-saving research projects we’ve funded over the last five years, 0.3 per cent have involved dogs.

“We proactively seek the reduction of animal use, and the replacement of animals with other research methods where

possible. We require researchers to apply the highest standards to animal welfare.

“BHF research has contributed to life-saving medical advances for heart patients over the past half century. But there is

still so much work to be done and, for the foreseeable future, that will involve using animals in research.”

EXPECT THE UNEXPECTED

ANSWER THE QUESTION

THE RULES…

ACCORDING TO CAMPBELL

1.Know the difference between a genuine crisis and

a media driven frenzy. The former are rare, the latter

common.

2. Once you have decided it is a crisis

situation, operate the OST rule. Set clear Objectives.

Define the Strategy. Only then think about Tactics.

3. Never lose sight of the big picture.

4. Centralise.

5. If the crisis needs new policy, structures or

personnel to manage it, put them in place quickly.

THE RULES: PART TWO

6. If it is a crisis playing out across the media, rebut with speed and aggression.

7. Decide the single figure to whom people will most look for leadership. Usually the

person at the top but…

8. Horses for courses. Understand that sometimes the top person may be a dreadful

communicator if not used to it .

9. Agree basic messages and never tire of saying them.

10. Organise every part of every day for the tactical implementation of strategy.

THE RULES: PART THREE

11. Organise your communications as far as they need to go. Take account of

possible different audiences.

12. Put extra effort into the big moments.

13. Ensure proper internal comms. Don’t forget your own people may get most

messages through media. Make sure they hear from you first.

14. Remember it will end.

15. Throughout the crisis, have someone working on re-entry to normal strategy

once the crisis is over

QUESTIONS?

QUESTIONS?

DISCUSSION

What kind of crisis comms have you dealt with recently? How prepared are you? Are your digital channels ready?