The first 30 minutes after a crisis

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Thomas Ciesielka

Overview of Slide Program: A crisis can strike at any time. Some professionals may think, “our bridge could never collapse,” or “we could never be accused of code violations by a client.” But more often than not, that frame of mind creates a whole new set of problems beyond the crisis itself. Just ask BP. Or the engineers who worked on the new Modern Wing at the Art Institute of Chicago, who are being sued by the museum, alleging faulty engineering and flawed craftsmanship.

The First 30 Minutes After a Crisis – How You Can Improve or Kill Your Reputation

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Systems: Message Map Media Government Victims Public Monetary Unknowns Recovery Plan Trust Health ISSUES AUDIENCE

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Trust Factors Competence/ Expertise (15%) Dedication/ Commitment (15%) Honest/Open (20%) Listening/Caring/ Empathy (50%)

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Social Media ,[object Object],[object Object],[object Object],[object Object],[object Object]

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Crisis management plans Identify first response steps Tactics used in crisis/ issue response Timing and message response Module 5 Overview This week we address what to do when the storm hits…as we explore how to engage – Give yourself freedom to adjust as needed to what comes your way… 1 Crisis Assessment Who has keys to the office at 10 PM on Sunday night? Who has passwords to take down website photos, social media posts on Saturday night at Midnight? Do you have numbers for these contacts? If this is in your Go-Bag you’re already way ahead of what’s coming. Do you have numbers for these contacts? If this is in your Go-Bag you’re already way ahead of what’s coming. On questions to ask--- Who is in the control tower? What is out there already? What needs to be corrected? Who are hateholders? What are their first, last name, city …comb through social media …google alerts. 2 Crisis Trajectory This is typically how crisis move….If general the worst heat of a crisis comes in the first 72 hours…after the first week things move from the ICU to rehab--- USUALLY1 3 Natural disasters Protests Suicides Cyber-theft attacks Sudden deaths leaving vacuum in leadership Allegations- ‘left field’ Sudden facility closures Twist in ruling, interpretation Online smear campaigns Innocent mistakes Unexpected, Ambush Crises Let’s take a quick refresh of the types of crises…. 4 Potential Filed lawsuits Unhappy employee leaves Firing of popular employee/executive Announced investigations, audits Mergers or acquisitions Innocent mistakes (accounting errors) RAINY DAYS 5 Entrenched Other side has dominated the narrative for a sustained period of time. You're on defense Issue dominates online search results of entity's name Causing continued business disruption, loss of influence Requires sustained effort to change, re-establish better, accurate image 6 Stop credibility bleeding Control and or participate in narrative via consistent messaging Avoid further damage Restore confidence Reactive Overcoming Objectives in Crisis PR Imagine an accident on a busy highway. Police rush to the scene and cone off the area to protect the injured from oncoming traffic; paramedics arrive and move the injured ASAP…same is true in crisis work: Immediately find out if Comm Policy/Protocols in place. If so, may need to send gentle reminder of where inquirises should be directed. WHY is this Critical? If someone comments who is NOT in the ATC – not aware of the position it can make things explode. Imagine a manager at a Colorado office not knowing what or why the situation occurred at the company’s Nevada office begins to speculate or worse, take blame for whatever occurred. This not only compounds the crisis it now sets the company up for legal liability. 7 Crystal Rockwood () - error signs in saving this doc: Noto sans symbol something not transferring... Crisis Assessment Verify ...

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Effective Crisis Communication Chapter 5 – 10 Lessons on Managing Crisis Uncertainty Effectively Ulmer, R., Sellnow, T., and Seeger, M. (2019). Effective crisis communication: Moving from crisis to opportunity. Sage Publications. Thousand Oaks, CA. Defining Uncertainty Uncertainty – The inability to predict the future. Lack of Information Complexity of Information Quality of Information Crises create EPISTEMOLOGICAL and ONTOLOGICAL uncertainty. Epistemological – Uncertainty from lack of knowledge. Ontological – Uncertainty from a new future created by crisis – The future has little to no relationship with the past. Lessons 1 - 3 Crises Can Start Quickly and Unexpectedly Shouldn’t respond with routine solutions The threat is perceptual Lesson 4 Communicate Early and Often Regardless of Having Information or Not! Because of uncertainty, accurate info is not there for stakeholders. Effective strategies include making a list of potential questions. What happened? Who is responsible? Why did it happen? Who is affected? What should we do? Who can we trust? What should we say? How should we say it? Lesson 5 Ethical Ambiguity During Crises Organizations should not purposely heighten the ambiguity of a crisis to deceive or distract the public Ambiguity is “an ongoing stream that supports several different interpretations at the same time”, Weick (1995) Ethical when – uses unbiased data to inform and contribute to the complete understanding Unethical when – using biased or incomplete information to deceive Lesson 6 Be prepared to defend your interpretation of the evidence surrounding a crisis Lesson 7 Without good intentions prior to a crisis, recovery is difficult or impossible Questions of Evidence Questions of Intent Questions of Responsibility Lesson 8 If you believe you are not responsible, you need to build a case for who is Lesson 9 Organizations need to prepare through simulations and training Crises thrust people into unfamiliar roles. Crisis demands can bring structures to their knees. Organizations should train and prepare for crises. Lesson 10 Crises challenge the way organizations think about and conduct their business Crises create “Cosmology Episodes” – disorienting experiences in which beliefs and sensemaking structures are hampered. Weick (1993) They can change how we think about the world. Organizations and Stakeholders need information to reduce uncertainty. Organizations in crisis often stonewall Stakeholders are left wondering if they will get information needed to protect themselves Media speculates Effective Crisis Communication Chapter 1 The Conceptual Foundation Ulmer, R., Sellnow, T., and Seeger, M. (2019). Effective crisis communication: Moving from crisis to opportunity. Sage Publications. Thousand Oaks, CA. Importance of Crisis Communication Skills No community, organization, public or private is immune from crises. The need for understanding effective crisis communication has increased in demand. Cyb ...

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Scandals can be found anywhere and magnified profoundly on social media. It can range from political candidates to consumer products, and from salacious personal conduct by corporate CEOs to environmental calamities. While King Solomon wrote “there is nothing new under the sun,” today’s limitless channels of communication exponentially might challenge that statement since messages now travel at the speed of the Internet and not on handwritten scrolls. Message that impact both the reputation of the those involved in the crisis and also can create additional legal liabilities for law firms and their clients. And since a crisis can have significant legal implications, lawyers are often involved throughout the process. Most importantly, how well a crisis is managed depends both on handling the public narrative as well as legal implications.

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Welcome to my Personal Brand Exploration Presentation! In this engaging and insightful presentation, I take you on a journey to discover the essence of my professional identity as a digital marketer. Through a blend of visual storytelling and strategic insights, I showcase the key elements that define my personal brand and highlight my unique value proposition in the digital marketing realm. In this presentation, you will: Gain an understanding of the objectives and significance of personal branding in the digital age. Explore the core values, strengths, and passions that shape my professional persona. Witness the creative process behind developing a cohesive visual identity and brand narrative. Learn how I leverage my skills, experiences, and aspirations to create meaningful connections with my audience and stakeholders. Discover the strategic approach I take in aligning my personal brand with industry trends, market demands, and future career goals. Whether you're a fellow digital marketer, a potential employer, or simply curious about the power of personal branding, this presentation offers valuable insights and inspiration. Join me as we delve into the world of personal branding and unlock the potential of crafting a compelling professional identity in today's competitive landscape.

Uneak White's Personal Brand Exploration Presentation

Organisational success today depends on effective communication and collaboration with individuals from cultures with varying beliefs and practices. Indeed, with the workforce increasingly comprised of people of varying cultural backgrounds, leaders must now prioritise the significance of cultural competence in the workplace. Ensuring cultural competence at every level of your organisation cannot be understated. While cultural disparities can manifest in different ways, as a leader, you must build deep and nuanced cultural competence skills and education to accurately spot, address and alleviate the various scenarios that can arise. Failing to recognise the importance of cultural competence or not acting to improve it can lead to cultural negligence. There are a few things to consider to ensure your organisation is on the right track. In this deck, you'll understand the importance of building cultural competence in the workplace. You'll also learn • The three (3) dimensions of Cultural Competence in the workplace • Key strategies to build a culturally competent workforce • Major benefits you stand to gain by having a culturally competent team.

Cracking the Cultural Competence Code.pptx

Cracking the Cultural Competence Code.pptx

Cracking the Cultural Competence Code.pptx

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RSA Conference Exhibitor List 2024 - Exhibitors Data

RSA Conference Exhibitor List 2024 - Exhibitors Data

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The first 30 minutes after a crisis

1. The First 30 Minutes After a Crisis – How You Can Improve or Kill Your Reputation

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