Transcript Crisis Communication in the Age of Social Media

Crisis Communication in the
Age of Social Media
[ the cyphers agency ]
Who Are We?
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.
Crisis Communication: Before and
After
Social media changed the game.
Risk = Hesitation
Be Proactive
Build an audience before you really need
them.
Have a plan because something will
happen.
Crisis Communication Plans
Have one for your day-to-day
management AND for those elevated
scenarios.
Basic Components of a CCP
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Roles
Communication Protocols
Legal Implications / Requirements
Audience
Tone and Voice
Hypothetical Situations & FAQs
Team Members & Roles
Communication Protocols
Include Language from Legal
Hone Messaging for
Your Audience
Establish Tone and Voice
Create Hypothetical
Scenarios and FAQs
The Good, Bad, and Ugly:
Brand Scenarios
FedEx: December 2011
Red Cross
#NBCfail
Kashi
How can you manage all of
this?
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
Questions?
[email protected]
www.thecyphersagency.com