1. Heroes vs. Villains: How Good Crisis Communications Can Save the Day
Presented by:

2. crisis noun | cri·sis | \ˈkrī-səs\
: a difficult or dangerous situation that needs serious attention
:  an unstable or crucial time or state of affairs in which a decisive change is impending; especially:  one with the distinct possibility of a highly undesirable outcome <a financial crisis>
Source: Merriam-Webster.com/dictionary

3. ASSETS
THREATS
ACTIONS

4. Good crisis management can be the difference between being the hero and being the villain.

5. It’s not a matter of if a crisis will occur, but when.

6. Three Stages of Crisis Management

7. Recognize and define the crisis.
BEFORE A CRISIS…
Recognize and define the crisis.

8. Different types of crises cause different reactions.
BEFORE A CRISIS > RECOGNIZING AND DEFINING A CRISIS
Different types of crises cause different reactions.

9. BEFORE A CRISIS > RECOGNIZING AND DEFINING A CRISIS
No matter what type of crises you’re facing, you’re going to be dealing with trust issues.

10. BEFORE A CRISIS…
Develop a plan.

11. A basis crisis response plan has three essential elements.
BEFORE A CRISIS > DEVELOP A PLAN.
A basis crisis response plan has three essential elements.

12. BEFORE A CRISIS > DEVELOP A PLAN.
Who is going respond.

13. What they’re going to say.
BEFORE A CRISIS > DEVELOP A PLAN.
What they’re going to say.

14. How they’re going to say it.
BEFORE A CRISIS > DEVELOP A PLAN.
How they’re going to say it.

15. BEFORE A CRISIS…
Exercise your plan.

16. BEFORE A CRISIS > EXERCISE THE PLAN.
The more often you exercise the plan, the more familiar it will be when a crisis does occur.

17. Test your communication systems.
BEFORE A CRISIS > EXERCISE THE PLAN.
Test your communication systems.

18. Prepare your spokesperson(s).
BEFORE A CRISIS > EXERCISE THE PLAN.
Prepare your spokesperson(s).

19. DURING A CRISIS…
The First 24 Hours

20. Be first, be right, be credible.
DURING A CRISIS > THE FIRST 24 HOURS
Be first, be right, be credible.

21. Be purposeful, not reactive.
DURING A CRISIS > THE FIRST 24 HOURS
Be purposeful, not reactive.
"Streisand Estate" by Copyright (C) 2002 Kenneth & Gabrielle Adelman, California Coastal Records Project, Licensed under CC BY-SA 3.0 via Wikimedia Commons -

22. Use message management techniques.
DURING A CRISIS > THE FIRST 24 HOURS
Use message management techniques.

23. DURING A CRISIS > THE FIRST 24 HOURS
Stick to the facts.

24. DURING A CRISIS…
Duration of the Crisis

25. Update internal audiences and stakeholders regularly.
DURING A CRISIS > DURATION OF THE CRISIS
Update internal audiences and stakeholders regularly.

26. Channel all requests through one point.
DURING A CRISIS > DURATION OF THE CRISIS
Channel all requests through one point.

27. Communicate accurate, consistent messages.
DURING A CRISIS > DURATION OF THE CRISIS
Communicate accurate, consistent messages.

28. Stick with your spokesperson.
DURING A CRISIS > DURATION OF THE CRISIS
Stick with your spokesperson.

29. AFTER A CRISIS…
Evaluate the Response.

30. AFTER THE CRISIS > EVALUATE THE RESPONSE
What worked?

31. AFTER THE CRISIS > EVALUATE THE RESPONSE
What did the plan miss?

32. AFTER THE CRISIS > EVALUATE THE RESPONSE
How will you improve?

33. Adjust the plan accordingly.
AFTER THE CRISIS > EVALUATE THE RESPONSE
Adjust the plan accordingly.

34. Overview 1. Recognize/define a crisis. 2. Develop a plan.
3. Exercise the plan.
4. Crisis Response: First 24 hours
5. Crisis Response: Duration of crisis
6. Evaluate the response.

35. QUESTIONS?
QUESTIONS?

36. Contact us. Visit us. Sandi Poreda, APR sandi@bulldogstrategygroup.com
Visit us.