Publics Relations and Crisis Management

Ian Wilson

House keepingRespect for all

One at a time

Mobile phones on silent

Toilets

Breaks – morning and afternoon

Lunch

Interactive and Fun

Question’s

Action plan’s

Introduction

NameDepartmentWhat is your objective of the

workshop?

Warm-up for learning!!!

Tracking New Learning

• Review what has been learnt at the end of the workshop – how it applies to you, what you should do next – IMPLEMENTATION

• Agree and write up action plans

Are you listening?

Workshop Agenda – 6th Dec• What is PR, reputation, perception and relationship

management.

• The importance of value led organisations

• The different forms of PR

• Why modern PR – INTERDENDENCE

• Adopting a new way of thinking about the customers

• PR within the Communications mix

Workshop Agenda – 7th Dec

• The link between corporate identity, image and reputation

• Why corporate reputation matters

• Corporate comms – marketing, organisational and management communications

• The role of positioning an image creation

• Corporate Advertising – a tool of PR

• The importance of identity structures

• Building a corporate image and sustaining that reputation.

It is a field concerned with maintaining a public image for a business NFP organisation, high profile people – Tony Blair, David Beckham, BP, RSPCA.

It builds rapport with – everyone!!

Why? To influence To position yourself as one of a trusted advisor

To promote and protect

What is PR?

Types of PR• Financial public relations

• Consumer/lifestyle

• Crisis public relations

• Industry relations

• Government relations

Crisis Management

‘The process by which any organisation deals with a major event that threatens to harm itself, stakeholders and the general public’

It is not risk management but a tool for management to respond to both the reality and perception.

What is a crisis?

Recent crisis's or PR events?

Types of Crisis

1. Natural Disasters

2. Technological crisis

3. Confrontation

4. Malevolence

5. Skewed management values

6. Deception

7. Management misconduct

What does a crisis look like Sudden

Smouldering crises

Signal detection

Preparation and preventation

Containment and damage control

Business or organisational recovery

Learning

Models and theories• Crisis Management Model

• Management Crisis Planning

• Contingency Planning

• Business Continuity Planning

• Structural Functional systems theory

• Diffusion on innovation theory

• Role of apologises in a crisis

• Crisis leadership

• Unequal human capital theory

Public Relations

Good and Bad PR Events

Good Bad

Mattel Bhopal

Pepsi Exxon

BP

Which one’s do you remember?

PR and Crisis Management

CRISIS

RESPONSEManagement of Crisis

Public Relations

Key Learnings

Value led organisation

Core valuesLeadership

Management

ValuesLeadershipInterdependenceAwarenessMarket ledMarketing and communicationsPeopleRecruitment and trainingQuality and professionalism

Value led organisations

PR and the Media

Media led PR• - Newspapers and journals• - Television and radio• - Organisational websites• - Associated web sites• - Events, marketing lead – Flash, Viral, WOM• - Social networking – Facebook, Twitter• - Centres of Influence• - Spin and lobbying

PR and the MediaA values led organisations will be INTERPENDANT

• Interdependence is a dynamic of being mutually and physically responsible to, and sharing a common set of principles with others.

• The ultimate good woven together working together - reliant on each other economically, socially environmentally and politically

THE ULTIMATE IN PR and CRISIS MANAGEMENT

The Experience Economy THINK LIKE A BUYER

The experience economy has been described as the next economic stage after the service economy which proceeded the industrial economy.

For the customer it is not just about the service or product but the experience, the memory of that event. It is essentially what the value added elements of an organisation – ‘The Extra’s’

Customer Experience Management (CEM) the transition from (CRM)

SATISFIED LOYAL ADVOCATE’S

The Experience Economy• Customer experience solutions address the cross-channel (contact center,

Internet, self service, mobile devices, brick and mortar stores), cross-touch-point (phone, chat, email, Web, in-person), and cross-lifecycle (ordering, fulfilment, billing, support, etc.) nature of the customer experience process. By contrast, CRM solutions tend to offer point solutions for specific customer-facing functions such as, but not limited to, sales force automation, customer analytics, and campaign management.

• Experience-based providers(DISNEY, COCA-COLA, GE) also integrate both internal and external innovations to create end-to-end customer experiences. They evaluate their business models as well as business support systems and operational support systems from the customer’s point of view to achieve the level of customer-centricity necessary to improve customer loyalty, churn and revenue

Communications Mix

Promotional Mix

AdvertisingPersonal SellingSales PromotionPublic RelationsCorporate Image

SponsorshipDirect Marketing

Exhibitions

Q and A