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

2. Who Are We?

3. 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.

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

5. Risk = Hesitation

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

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

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

9. Team Members & Roles

10. Communication Protocols

11. Include Language from Legal

12. Hone Messaging for Your Audience

13. Establish Tone and Voice

14. Create Hypothetical Scenarios and FAQs

15. The Good, Bad, and Ugly: Brand Scenarios

16. FedEx: December 2011

17. Red Cross

18. #NBCfail

19. Kashi

20. How can you manage all of this?

21. 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

22. Questions? info@thecyphersagency.com www.thecyphersagency.com