Crisis Communication in the Age of Social Media [ the cyphers agency ]

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Presentation transcript:

Crisis Communication in the Age of Social Media [ the cyphers agency ]

Who Are We?

What You’ll Learn Today How crisis communication has changed. How to create a robust crisis communication plan. Best practices for a well implemented plan. Good and bad brand examples of new age crisis communication.

Crisis Communication: Before and After Social media changed the game.

Risk = Hesitation

Be Proactive Build an audience before you really need them. Have a plan because something will happen.

Crisis Communication Plans Have one for your day-to-day management AND for those elevated scenarios.

Basic Components of a CCP Roles Communication Protocols Legal Implications / Requirements Audience Tone and Voice Hypothetical Situations & FAQs

Team Members & Roles

Communication Protocols

Include Language from Legal

Hone Messaging for Your Audience

Establish Tone and Voice

Create Hypothetical Scenarios and FAQs

The Good, Bad, and Ugly: Brand Scenarios

FedEx: December 2011

Red Cross

#NBCfail

Kashi

How can you manage all of this?

Final Take Aways: Start building an audience BEFORE a crisis occurs Draft a robust crisis communication plan Update your plan often How to listen Act quickly, be transparent, put your plan into motion Eventually, move on

Questions?