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Support material for European Association of Communications Director´s Workshop in Spain
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– Sorpresa
– Imprevisibilidad
– Urgencia
– Desestabilización
– Falta de información
– Sensación de persecución
Miguel López-Quesada GilChief Communication Officer
CRISIS COMMUNICATIONS
Goals of this presentation
• Provide tools for online & off line crisis management
• Learn from 15 years of experience (mistakes)
• Help Comms Manager increase their valuewithin organisations
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But basics remain
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Somebody to blame Something at stake
Somebody will find out
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Reputation at stake = business at stake
Before the CrisisPREPAREDNESS
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Evolution of crisis management
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Crisis Manual
1970-2005
Crisis Management
System
2005-2010
Real-time
Contingency
planning
2010-today
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External advisors
Technical staff
Corporate Staff
Commercial staff
Top Management
Crisis management team
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Psychological profiles
Strategyst
Creative
Pessimistic
Tactical
Leader
Doer
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When crisis hits
Crisis life cycle
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PRELIMINARY
ACUTE
ORGANI C
CHRONIC?
POST-
TRAUMATIC
PREPAREDNESS
Read the signs
ACTION
Expect the worst
MANAGEMENT
Assume mistakes
RECOVERY
Closing
Psychology of the crisis
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1. DENIAL
2. ANGER
3. NEGOTIATION
4. DEPRESSION
5. ACCEPTANCE
Dr. Kubler Ross
Muchas gracias. Mucha suerte
@mlopezquesada
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SilenceDenialBlame the dead“Just” Confess
Wrong media relations
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Find your black boxes like in an air crash
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– Crisis 24/7
– Real time management
– Hype or real?
– New (No?) rules of the game
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Crisis management 2.0
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22New risks
Hacking
Bombing
Badvocacy
Viral
Phising
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Do the basics
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Check your website
Technorati
Google Alerts
SM Monitoring
Dashboard
SM Corporate Groups
Crisis wiki
Dark site
Business continuity
Crisis vs. Issues
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Politics & crisis
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CSR
Reputational capital
Newsworthy
Competition +/- passive
Contract with society
Votes
News-maker
Opposition + active
Seismic waves
After a major crisis, new similar crisis occur due to:
– Hiper-sensitive Public Opinion
– Media attention on sector/business
– Operations staff under stress increase mistakes
– Enhanced inspection & enforcement from Authorities
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Decissions Coverage Damages
Procedures Friends & FoesImpact
Votes & Reputation
Change Confirm Award Punish Demote Promote
Knowledge Management
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Privilege of the #1Beware of premature endingDocument key decissions for Court
Closing a crisis
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My key learnings
– Internet has changed everything– But basics remain the same– Prepare for the worst– Be empathic– Show control: inside and outside– It’s a team effort, stupid!
Solving a crisis starts far before the crisis happens
Good luck!
@mlopezquesada
www.comunicaciondecrisis.wikispaces.com
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