At the recent DRI conference in Kuala Lumpur I was asked to speak about crisis management in the digital age, specifically looking at social media, and the challenges that dissemination of information via social channels can present to large corporations.

1. Crisis Management
in the Digital Age:
THE CHANGES AND WHAT IT MEANS FOR
CORPORATE SURVIVAL
BY JANE JORDAN – 23 AUGUST 2016
DRIKL2016/PAPER 1-JANE JORDAN Slide 1

2. Slide 2DRIKL2016/PAPER 1-JANE JORDAN
Smartphone Obsession

3. Slide 3DRIKL2016/PAPER 1-JANE JORDAN
There cannot be a crisis
next week.
My schedule is already full.
“
”Henry Kissinger, former US Secretary of State

4. Why Crisis Management has
changed forever
Slide 4DRIKL2016/PAPER 1-JANE JORDAN
Dramatic news travels faster than ever

5. Trends
Slide 5
• Intergenerational change
• Live streaming / tweeting /
blogging
• Role of Influencers
• Rise and rise of video
• Big changes in public
expectation
DRIKL2016/PAPER 1-JANE JORDAN

6. Trust in Malaysia
Slide 6
• Percent trust in the four institutions of Government,
business, media and NGOs, 2015 vs. 2016
DRIKL2016/PAPER 1-JANE JORDAN
Source: 2016 Edelman Trust Barometer
Informed
Public
General
Population
NGOs Business Media Government
+4 0 +13 -11
2015 2016
+2 -2 -1 -7

7. Malaysia more optimistic than
the majority of countries
Slide 7
• Percent of the Informed Public vs. Mass Population who
believe they and their families will be better off in five
years’ time
DRIKL2016/PAPER 1-JANE JORDAN
Source: 2016 Edelman Trust Barometer
50%
In 19 of 28 countries, less than half of Mass Population
think they will be better off in five years
Informed
Public
Mass
Population
17 10 12 13 10 21 10 13 18

8. Slide 8DRIKL2016/PAPER 1-JANE JORDAN
State of the Nation
Av. = 80 minutes:
double global average

9. Intergenerational Change
Slide 9DRIKL2016/PAPER 1-JANE JORDAN
Google Rules Pushing Boundaries

10. Live Everything Everywhere
Slide 10DRIKL2016/PAPER 1-JANE JORDAN
Live Tweeting Decisions Drones play a role
The immediacy with which often violent events are broadcast by
anyone anywhere is changing how we experience crisis

11. Rise and Rise of Video
Slide 11DRIKL2016/PAPER 1-JANE JORDAN
Facebook all video in 5 years
Everyone’s doing it! Today, live streaming is easier, cheaper,
faster and more effective than ever before.
Av. = 80 minutes:
double global average

12. Influencers: Key Role
Slide 12DRIKL2016/PAPER 1-JANE JORDAN
Need Third Party Allies Who’s Who in Malaysia

13. Dramatic Changes in Public
Expectation
Slide 13
• Web users turn to social media to seek help for
themselves or others during emergencies – and they
expect first responders to be listening
• 24x7 news cycle = 15 minutes or less to respond
• Tweeting before asking for help
DRIKL2016/PAPER 1-JANE JORDAN

14. Slide 14DRIKL2016/PAPER 1-JANE JORDAN
12:45pm AEDT
1:47pm
2:28pm

15. What to do?
Slide 15DRIKL2016/PAPER 1-JANE JORDAN
Responding fast can reduce
crisis duration by 50%

16. 16
Getting the balance right

17. Front-Line: Best Defense and
Offense
Slide 17DRIKL2016/PAPER 1-JANE JORDAN

18. Monitor, Monitor, Monitor
Slide 18
Set hourly and daily
crisis thresholds
• Use historical data to
calculate hourly and
daily thresholds for
volume and sentiment
• Use sentiment to trigger
human response
• Multiple team members
DRIKL2016/PAPER 1-JANE JORDAN
Social listening metrics
matter

19. How do you know?
Slide 19
Has hourly threshold
been exceeded for
more than THREE
hours?
Has any media outlet or
influencers talked about
the issue?
Has the spike exceeded
the daily threshold?
DRIKL2016/PAPER 1-JANE JORDAN

20. Checklist
Slide 20
q Relevance – what type of content?
q Engagement – how active?
q Authenticity – is content genuine?
q Frequency – how often are they posting?
q Reach – unique visitors + channel reach
DRIKL2016/PAPER 1-JANE JORDAN

21. So … are you crisis-ready?
Do you have a crisis -ready culture? Top to bottom, and across?
Is your plan a tome for the auditors or a 2-pager, grab ’n go plan
anyone can pickup, use and know what they’re doing/saying?
Have you applied the same level of diligence to your crisis
communication as your risk mitigation?
Are your crisis protocols up to date (cope with a 15 minute
turnaround on approvals)?
Have you templates approved and ready to go? Scripts for live
streaming?
Are your spokesperson (and their back-ups) tested and validated
under pressure (EQ or not)? Teams trained for Facebook Live?
Are your social media monitoring plans in place?

22. Old Principles, New Rules
Slide 22
Changes everything and it changes nothing!
• Speed and interaction has changed
• Character is shown by action NOT words
• Transparency & authority are KEY
Words
• Delivered with incredible speed (24 seconds)
• Focused on (most) direct, interactive communication with those who
matter MOST
• High degree of transparency
DRIKL2016/PAPER 1-JANE JORDAN

23. Slide 23DRIKL2016/PAPER 1-JANE JORDAN
It takes 20 years to build a
reputation and five minutes to
ruin it
“
”Warren Buffet

24. Slide 24DRIKL2016/PAPER 1-JANE JORDAN

25. Do Connect!
Slide 25DRIKL2016/PAPER 1-JANE JORDAN
Do Connect!
LinkedIn:
https://au.linkedin.com/in/jordanjane
Phone:
+61 2 9220 5103
Email:
info@gaiacoachinggroup.com.au
Facebook:
@coachingwithGAIA
Website:
www.gaiacoachinggroup.com.au
Book:
“The Four Highly Effective Stages of
Crisis Management: How to Manage
the Media in the Digital Age”
published by CRC Press, April 2011