Sound the Alarm: Preparing Digital Crisis Communication Strategy (rev.)
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Sound the Alarm: Preparing Digital Crisis Communications Strategy Colleen Brennan-Barry (@ColB) Monroe Community College Rochester, NY
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When creating digital crisis communication strategy -- in higher education or in any other industry -- preparing your digital channels ahead of time will greatly improve your respond, survive, and thrive.
Transcript of Sound the Alarm: Preparing Digital Crisis Communication Strategy (rev.)
Sound the Alarm:
Preparing Digital Crisis Communications Strategy
Colleen Brennan-Barry(@ColB)
Monroe Community CollegeRochester, NY
These are the times that try men's souls. -Thomas Paine
Image via channelweb.co.uk
February 2, 2011• #snowpocalypse #snowmageddon • The 2011 Groundhog Day Blizzard• Antioch, IL: 27.0”
Rochester, NY: 3.8”Annual average = 95.1”
WHY WASNT SCHOOL CANCELED TODAY!?! I almost died driving here!
School should be closed tomorrow because of snowstorm and bad weather conditions!! Will it be closed????
Why don't you EVER close??
February 3, 2011
Image via wallconvert.com
Image via infomobile.com
Image via dreamstime.com
Image via istockphoto.com
Crisis communications must have a regimented plan, yet be agile enough to handle the unanticipated.
Image via 123rf.com
Image via powerbookmedic.com
So where do we go from here?
Step One: Do your homework
Image via blog.meegenius.com
Ask.Image via istockphoto.com
What is a “crisis”?
Image via streetwise.com
Crises refine life. In them you discover what you are.
-Allan K. Chalmers
Step Two: Assess your strengths
… & weaknesses
Strength
Image via sodahead.com
Weakness
Image via istockphoto.com
Step Three: Build your basics
Assess your needs
Image via amysheehan.net
Set goals• Survive• Focus • Flex• Protect
Select channels
Top four channels used as primary crisis information sources:
-- 2009 Steering Committee of the EDUCAUSE Net@EDU Converged Communications Working Group
(CCWG) survey of 125 colleges/universities
•Email•SMS•Website•Social Media
Image via http://kevin.lexblog.com/
Via social media:•Monitor conversation & gauge pubic opinion.•Manage & address accuracy of information.•Track developments for evaluation & prioritization.•Respond in real time as events evolve.
Set processes
& workflows
Plan the right voice for the right channels
Remember: be humanImage via changingthewayyouwork.files.wordpress.com/
Stay on message
Image via dafilmschool.files.wordpress.com
Establish communications
guidelines•Be ready.•Be responsive.•Be real.
Image via uxteam.com/
Step Four: Fill your toolbox
Strategy is your #1 tool
Image via istockphoto.com
The hardware• The “red binder”• Web-enabled alert system • Redundant systems with geographic
diversity• Alternate “lite” homepage • Well-worn social media accounts• Messages & templates
The soft-ware
• Crisis team• Extended team• ALL employees • Student champions
“I love it when a plan comes together.”
Image via nbc.com
- Col. Hannibal Smith
The personalware
• Smartphone or device• Pre-stocked links
• Mi-Fi• Saved scripts
Step Five: Educate. Update.
It ain’t over til
it’s over.- Lenny Kravitz
The status is not … quo.
- Dr. Horrible
Thank you.
Colleen Brennan-Barry @ColB
