Crisis Communications Planning in the Social Media Age
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Dealing with a crisis is never easy, but it’s always more manageable when there’s a plan in place. Learn: -The different components of an effective crisis communications plan -How to minimize the chance of a crisis -Proving the value of your crisis communications plan
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Crisis Communications Planning in the Social Media Age
- 2. #CRISISCOMMS @PRNEWSWIRE @CNWGROUP Victoria Harres - @VictoriaHarres VP, Strategic Communications & Content PR Newswire Gerard Braud - @GBraud CEO/President Braud Communications James E. Lukaszewski - @JimLukaszewski America’s Crisis Guru, President The Lukaszewski Group – Division Risdall Marketing
- 3. #CRISISCOMMS @PRNEWSWIRE @CNWGROUP “AS COMMUNICATORS WE DEAL WITH CRISIS ALL THE TIME. IF WE DO OUR JOBS WELL, MOST PEOPLE WON’T KNOW THEY EVER HAPPENED.” -VICTORIA HARRES, VP, STRATEGIC COMMUNICATIONS & CONTENT, PR NEWSWIRE
- 4. #CRISISCOMMS @PRNEWSWIRE @CNWGROUP WEBINAR: “Crisis Communications Planning in the Social Media Age” Watch the Recorded Webinar Now
- 5. #CRISISCOMMS @PRNEWSWIRE @CNWGROUP Photo sources from Flickr users: U.S. Army Corps of Engineers, Birdies100, Simon Law, Geoffrey Gilmour-Taylor, Luke Addison, opensource.com, Ben Ostrowsky, Michelle Tribe, Eirik Solheim, Mark What is a crisis? MAN MADE OR NATURAL CATASTROPHE INJURY PRODUCT DEFECT PRODUCT FAILURE NEGATIVE PRESS UNREASONABLE CUSTOMER MISTAKE MISHANDLED COMPLAINT MISUNDERSTANDING TROLL TWEET
- 6. Copyright 2015 Diversified Media, LLC | gerard@braudcommunications.com | www.braudcommunications.com Speed 6
- 7. Copyright 2015 Diversified Media, LLC | gerard@braudcommunications.com | www.braudcommunications.com Pre-written News Releases 7
- 8. Copyright 2015 Diversified Media, LLC | gerard@braudcommunications.com | www.braudcommunications.com Heart of Plan 8
- 9. Copyright 2015 Diversified Media, LLC | gerard@braudcommunications.com | www.braudcommunications.com Media Training 9
- 10. Copyright 2015 Diversified Media, LLC | gerard@braudcommunications.com | www.braudcommunications.com Crisis Drill 10
- 11. 11 James E. Lukaszewski, ABC, Fellow IABC, APR, Fellow PRSA, BEPS Emeritus 24/7 Cell: 203-948-7029 | Email: jel@e911.com | Web: www.e911.com Blog: www.e911.com/wisdom-of-americas-crisis-guru/ Twitter: @jimlukaszewski LinkedIn: www.linkedin.com/in/jameslukaszewski/
- 12. 12 Why They Do It (continued) • Giving a voice to victims • Just because they can • Publicity for their cause • Revenge and extortion • Social-Political-Religious agendas • Target organization to stop certain behaviors It’s Because They Are Victims 12@jimlukaszewski 12
- 13. 13 Lukaszewski’s 1st Axiom of Crisis Survival • Neither the government, your toughest critic, blogger, bloviator or bellyacher, or the media can take you down. It’s always done by an uninformed but well-meaning employee, self-appointed explainer, critic, a well- meaning friend or relative. 13@jimlukaszewski 13
- 14. 14 Do these things and life will get better the day after tomorrow. @jimlukaszewski 14
- 15. #CRISISCOMMS @PRNEWSWIRE @CNWGROUP WEBINAR: “Crisis Communications Planning in the Social Media Age” Watch the Recorded Webinar Now Watch the recorded webinar for more, including insights Victoria Harres, Gerard Braud and James E. Lukaszewski.
Editor's Notes
- Hello and welcome to the PR Newswire & CNW webinar: Crisis Communications in the Social Media Age I’m Victoria Harres, Vice President of Strategic Communications & Content at PR Newswire. Before we start I have a few housekeeping items to share: There is no need to take notes as we will be emailing you the on-demand webinar replay along with the slides from today. Please submit questions by typing them in the “ask a question” box in the bottom right of your screen. If your question is for a particular speaker, please indicate the name. We will address as many of your questions as we can at the end of the discussion. The hashtag for the webinar today is #CRISISCOMMS. We encourage you to continue the conversation on twitter using the twitter button at the bottom of your screen.
- Jerad Bro: A former journalist turned communications pro who wrote the crisis communication plan for the Internal Revenue Service and whose plans are also used by the Library of Congress, the U.S. Army Missile Defense Command, and countless other organizations. Jim LukaSHEVskee: He’s an author, speaker and an expert in managing and reducing contention. He’s been named by PR Week as one of 22 “crunch-time counselors who should be on the speed dial in a crisis.”
- Most crisis are very traditional in nature. Product failures have happened, I’m sure, since the invention of the wheel. What’s different now is the stage a crisis plays out in. Social networks are real-time. On Twitter, you can go from a misunderstanding to a full-blown crisis in a matter of minutes.
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- Gerard and Jim thank you so much for sharing your thoughts and tips with us today. We have time for a couple of questions.