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We delivered this presentation at the 2011 CMP Conclave - attendees please reference these slides if you ever need to!
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2. Why this is important to you
3. What were going to do
4. 1. Prepare for potential crisis issues
5. 2. Assemble a crisis response team
6. 3. Monitor your events online
7. 4. To respond or to not respond?
8. 5. Provide positive digital content
9. 6. Recruit members & fans
10. 7. Get content leaders involved
11. 8. Be transparent
12. 9. Remain calm
13. Crisis Scenario #1 A national association of health and nutrition professionals has scheduled its annual conference in Miami, right in the middle of hurricane season. The day before the conference, the National Weather Service announces an impending tropical storm. Attendees are posting their questions on Facebook about how the weather will impact the conference. The association leaders are dragging their feet to make a decision about whether to reschedule the conference or not, but attendees are demanding answers. What do you do? 14. Twist #1 Twist:Thankfully a hurricane did not reach Miami or your event site. However, the inclement weather did affect the majority of the attendees travel schedule and over half missed the welcome reception the opening night. Attendees are upset and want their money back. 15. Crisis Scenario #2 A national organization for the nonprofit community is holding its annual meeting with record-high attendance. The meeting boasts engaging, highly educational sessions, but one speakers, a vendor who has the largest attendance of all the sessions, structures his presentation as a sales pitch for his services.Attendees immediately tweet their frustration and boredom. One attendee even questions the organizations standards for accepting speaker and says he should get a refund. What do you do? 16. Twist #2 Twist:Did we mention this presentation has been given by a high-profile sponsor who has the ear of your boss? He is scheduled to speak again at the conference with the same presentation topic later that day. Worst of all -- he has posted his feelings about how he was treated to your listserv after his first session. 17. Crisis Scenario #3 Day one of a medical-supply convention is complete. You have a contract with a local hotel to offer discounted rates to attendees. One attendee discovers bed bugs in their hotel room.One particularly frustrated attendee posts negative feedback on the conventions Facebook page calling the hotel low class and having poor customer service. Other attendees immediately post comments in agreement. What do you do? 18. Twist #3 Twist:The one person with the hotel room with bed bugs takes a picture of her mattress and sends other attendees into a panic. They start to openly saying they will never attend another convention b/c of these issues. Additionally, the hotel staff has not responded to the guests concerns.The photos have been posted to Facebook (on the event page) with a caption that says, I hate this &X*# hotel. 19. Crisis Scenario #4 The National Technology Geek Council is trying a new technique by live streaming tweets. The tweets are showing up automatically behind the presenter as they are speaking.What do you do? 20. Twist #4 Twist:The speaker is not very articulate. He does not know about the negative tweets that are being posted by the attendees behind him. Once he sees them, he stops his presentation and becomes unable to continue his session. 21. Crisis Scenario #5 You are in charge of events at a luxury property located in the United States. Your property has received some negative reviews on Trip Advisor that you are unaware of. You book a large meeting with 300 attendees who are concerned about the reviews.What do you do? 22. Twist #5 Twist:One of your junior staff members (an intern) has posted replies that are less than savory. This is a reflection of your facility how do you correct it and respond to it? 23. Response flow chart Event Occurs Is this a crisis? Yes No Assemble Crisis Response Team Monitor Online Chatter Respond or not Respond? No Determine Type of Response Yes Respond to individual needs directly Provide Positive Digital Content Recruit Fans and Content Leaders Be Transparent 24. Remember the steps
25. Thank You! Adele Cehrs105 N Washington St, Suite 202 Alexandria, VA 22314 www.epicprgroup.com Facebook/Twitter : EpicPRGroupDC