Gavin Moffat - Internal & Employee Communication Summit - 25 February 2011
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Gavin Moffat - Internal & Employee Communication Summit - 25 February 2011
- 2. Does your organisation have a crisis communication plan in place?
- 3. Do you know who to talk to when a crisis strikes?
- 4. A crisis may not be avoidable ...making a mess of crisis communication is @gavinmoffat / puruma / unleashing / potential /
- 5. What is a crisis?
- 6. What is a crisis? An unexpected occurrence, developing at an ever-increasing rate of destruction that would rapidly destroy an organisation if left unmanaged.
- 7. Characteristics of a crisis Its unexpected Threatens future existence of brand Ever increasing spiral of brand destruction
- 8. Characteristics of a crisis Creates havoc with financial viability of brand Time limited event – it will have an end
- 9. Categories of a crisis Industrial disaster Economic attack Equipment or plant breakdown Criminal attack Loss of I.P.
- 10. Categories of a crisis Reputation Legal Acts of God Regulatory Health / staff
- 11. puruma 9 step crisis communications program - in 9, easy to remember steps
- 13. Start Monitoring Now Step 1 Know where you stand Benchmark
- 14. Plan for the worst Step 2 Scenario planning Vulnerability assessment
- 15. Crisis team Step 3 R&R Contact sheet Chain of command Legal Spokespeople
- 16. Prepare Step 4 Channels Content providers Dark website / blog Collaboration No time in the midst of a crisis
- 17. Empower Step 5 Drill Train Test
- 18. Content Step 6 Messages King Timeous FAQs / facts Drawer stuff Crib sheet
- 19. Crisis Hits Step 7 Press go Pull our the plan Stuff happens
- 20. Respond Step 8 Be human Engage
- 21. Wrap up Step 9 Pulse of customers Evaluate Revise
- 22. Take note Leading cause of a crisis is the arrogance of top management Market leader visibility has a price If you want to drop the coverage, feed information There are legal implications
- 23. Take note
- 24. Take note
- 25. Managing a crisis that builds the brand – not destroys it
- 26. Managing a crisis that builds the brand – not destroys it
- 27. Managing a crisis that builds the brand – not destroys it
- 28. Managing a crisis that builds the brand – not destroys it
- 29. In closing – you gotta!
- 30. Thank you gavin@puruma.com www.puruma.com www.twitter.com/gavinmoffat www.gavinmoffat.com