Crisis communications social media

CRISIS COMMUNICATIONS & SOCIAL MEDIA Charlie Pownall | CPC & Associates JAKARTA | September 2012 What we’re going to discuss ̷ Changing crisis dynamics ̷ Crisis framework & approach ̷ Responding to a crisis ̷ Preparing for crises © 2015 CPC & Associates All rights reserved Changing crisis dynamics Crisis framework & approach Crisis communications framework Mitigate Recover Prepare Respond © 2015 CPC & Associates All rights reserved 14 Social media risks LEGAL © 2015 CPC & Associates All rights reserved Mitigate REPUTATIONAL OPERATIONAL 15 Responding to a crisis Listen, listen, listen © 2015 CPC & Associates All rights reserved Respond 17 Move fast © 2015 CPC & Associates All rights reserved Respond 18 Demonstrate the facts © 2015 CPC & Associates All rights reserved Respond 19 Gain reach & attention © 2015 CPC & Associates All rights reserved Respond 20 Engage stakeholders © 2015 CPC & Associates All rights reserved Respond 21 Invite dialogue & feedback © 2015 CPC & Associates All rights reserved Respond 22 Retreat & resolve © 2015 CPC & Associates All rights reserved Respond 23 What not to © 2015 CPC & Associates All rights reserved Respond 24 Beware the long-tail © 2015 CPC & Associates All rights reserved Respond 25 Conclusion ⁄ ⁄ ⁄ ⁄ ⁄ Ignore social media at your peril Take an integrated approach Prepare thoroughly Track assiduously Move fast! © 2015 CPC & Associates All rights reserved 26 THANK YOU CPC & Associates 3/F Nam Wo Hong Building 148 Wing Lok Street Hong Kong cp@charliepownall.com +852 6013 6201 charliepownall.com @cpownall © 2015 CPC & Associates All rights reserved charliepownall.com 27 [...]...The role of social media AMPLIFIES ESCALATES Truth SPREADS Half-truth Untruth © 2015 CPC & Associates All rights reserved 11 A crisis is not a crisis until… © 2015 CPC & Associates All rights reserved 12 Crisis framework & approach Crisis communications framework Mitigate Recover Prepare Respond © 2015 CPC & Associates All rights reserved 14 Social media risks LEGAL © 2015 CPC... rights reserved Respond 23 What not to do © 2015 CPC & Associates All rights reserved Respond 24 Beware the long-tail © 2015 CPC & Associates All rights reserved Respond 25 Conclusion ⁄ ⁄ ⁄ ⁄ ⁄ Ignore social media at your peril Take an integrated approach Prepare thoroughly Track assiduously Move fast! © 2015 CPC & Associates All rights reserved 26 THANK YOU CPC & Associates 3/F Nam Wo Hong Building 148... Mitigate Recover Prepare Respond © 2015 CPC & Associates All rights reserved 14 Social media risks LEGAL © 2015 CPC & Associates All rights reserved Mitigate REPUTATIONAL OPERATIONAL 15 Responding to a crisis Listen, listen, listen © 2015 CPC & Associates All rights reserved Respond 17 Move fast © 2015 CPC & Associates All rights reserved Respond 18 Demonstrate the facts © 2015 CPC & Associates All rights ... Changing crisis dynamics ̷ Crisis framework & approach ̷ Responding to a crisis ̷ Preparing for crises © 2015 CPC & Associates All rights reserved Changing crisis dynamics The role of social media. .. & Associates All rights reserved 11 A crisis is not a crisis until… © 2015 CPC & Associates All rights reserved 12 Crisis framework & approach Crisis communications framework Mitigate Recover... Associates All rights reserved 14 Social media risks LEGAL © 2015 CPC & Associates All rights reserved Mitigate REPUTATIONAL OPERATIONAL 15 Responding to a crisis Listen, listen, listen © 2015