Crisis at the Speed of Light
Download as PPT, PDF0 likes559 views
The document discusses the challenges and strategies in crisis management in the age of rapid technological communication and social media. It emphasizes the need for organizations to be prepared for unexpected crises and to engage effectively with their audience through transparent communication. Key takeaways include the importance of online presence, real-time response, and adapting to the evolving landscape of media control shifting to the public.
![Bob Wheatley Wheatley & Timmons, Inc 312-755-6200 [email_address] Blog: brandtrailblazers.com/blog Web: www.wheatleytimmons.com](https://image.slidesharecdn.com/crisisdeckrev-090918154402-phpapp01/85/Crisis-at-the-Speed-of-Light-45-320.jpg)
Crisis at the Speed of Light
- 1. Crisis at the speed of light….
- 2. Speed of Light: 186,000 miles per second
- 3. You can’t know precisely where crisis will come from. That’s why it’s called a crisis…
- 4. Being Prepared IS Everything…
- 5. “ If you can’t get a video of your CEO on YouTube within 3 hours, anytime of day or night, you are not ready.” Jason Baer
- 6. Paradigm shift: Spokesperson to media gatekeepers
- 7. New world order: You are not in control…
- 8. “ Technology is shifting the power away from editors, publishers, the establishment, the media elite. Now it’s the people who are in control.” Rupert Murdoch
- 9. Your Crisis Challenge… Unexpected, unauthorized and vetted leakage Damage by perception Photos, comments, conversation that conflicts Repurposed statements Confusion
- 10. The way we were…. House fire every 30 seconds in the US…
- 11. Over $120 million in product liability lawsuits in three months…
- 12. Integrated response team Senior management involvement Legal counsel Outside experts Lives saved testimonials Government agency support
- 13. Challenge: media analysis and interpretation…
- 14. Familiar response vehicles… Deep background, off record interviews Outside expert sound bites Press conferences Counter-offensive media – lives saved Satellite feeds Reports, studies, quote-able sources Testing demonstrations
- 15. What’s changed? Time – speed of light Media – people-driven Who’s in control – they are
- 18. The evolution of how we do business… Marketing – the talkers Customer service – the listeners Social media – huh?? The conversation-ers??
- 19. 93% of social media users want companies to have an on-line presence…now!
- 20. Brand Trust Ladder INVASIVE Telemarketing, spam PUSH Ads, promos, direct mail AUTHENTIC Experiences Events VALIDATION Trusted Influencers Character of Customer Interaction Communication ROI Relationship Driven Transactional Tuned Out Engaged Trusted Disbelief
- 21. The “full duplex” conversation…
- 22. Social media is word of mouth on steroids Social media can create and solve crises
- 23. If Facebook were a country it would be larger than Japan.
- 24. As of July there were 23 million users on Twitter Three million Tweets per day
- 25. Viral communication happens… Is today your – Dominos United Airlines Motrin Pork Board Dell???
- 26. Social Web alters communications landscape… Tweets on Swine Flu exceed 10,000 per hour
- 27. Crisis Constants… Perception leads reality Fear drives perception Messages/images promulgate fear
- 28. Communication now in visual, verbal and video form is instantaneous, global, track-able, available 24/7 and permanent…
- 29. The new rules: What you say IS the message…
- 30. The Good News Your message conveyed without filter instantly, everywhere… The Bad News Not everyone will like it and you will hear about it… Social Media
- 31. Caution … Transparency: if it can be known, it will!
- 32. Social media platforms do not intersect… It is a collection of unique city-states…
- 33. A new strategic approach … Flashpoint Response: Tweet to Tweet On Facebook Blog to Blog Video to Video
- 34. Dominoes big disconnect: press release response to a video
- 35. Lesson #1: on-line listening now!! Radian6 Cision Spiral16
- 36. Lesson #2: Fight fire with fire!!
- 37. Crisis messaging: Humanization of leaders Plain speaking Empathy Responsiveness Honesty
- 38. It’s about conversational communication…
- 39. So how does this work? Listen Engage Respond Repeat
- 40. Your new response tool kit… Social media platform Video Podcast Blog Links Photo gallery Whitepapers Background studies Experts and credible third parties
- 41. Your crisis infrastructure: Web platform construction in-house Twitter embassy Facebook presence Listening tools and monitoring
- 42. Your crisis team: Strategy experts Message makers Content creators Legal
- 43. Vital step: Internal media policy Parallel employee communication
- 44. Honesty is the right policy…
- 45. Bob Wheatley Wheatley & Timmons, Inc 312-755-6200 [email_address] Blog: brandtrailblazers.com/blog Web: www.wheatleytimmons.com