DRIKL2016 - Crisis Management in the Digital Age

CrisisManagementintheDigitalAge:THECHANGESANDWHATITMEANSFORCORPORATESURVIVAL

BYJANEJORDAN – 23AUGUST2016

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SmartphoneObsession

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There cannot be a crisis next week.

My schedule is already full.

“”HenryKissinger,formerUSSecretaryofState

WhyCrisisManagementhaschangedforever

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Dramaticnewstravelsfasterthanever

Trends

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• Intergenerationalchange

• Livestreaming/tweeting/blogging

• RoleofInfluencers

• Riseandriseofvideo

• Bigchangesinpublicexpectation

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TrustinMalaysia

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• PercenttrustinthefourinstitutionsofGovernment,business,mediaandNGOs,2015vs.2016

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Source: 2016 Edelman Trust Barometer

Informed Public

General Population

NGOs Business Media Government

+4 0 +13 -11

2015 2016

+2 -2 -1 -7

Malaysiamoreoptimisticthanthemajorityofcountries

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• PercentoftheInformedPublicvs.MassPopulationwhobelievetheyandtheirfamilieswillbebetteroffinfiveyears’time

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Source: 2016 Edelman Trust Barometer

50%

In 19 of 28 countries, less than half of Mass Population think they will be better off in five years

Informed Public

MassPopulation

17 10 12 13 10 21 10 13 18

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StateoftheNation

Av. = 80 minutes: double global average

IntergenerationalChange

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Google Rules Pushing Boundaries

LiveEverythingEverywhere

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Live Tweeting Decisions Drones play a role

The immediacy with which often violent events are broadcast by anyone anywhere is changing how we experience crisis

RiseandRiseofVideo

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Facebook all video in 5 years

Everyone’s doing it! Today, live streaming is easier, cheaper, faster and more effective than ever before.

Av. = 80 minutes: double global average

Influencers:KeyRole

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Need Third Party Allies Who’s Who in Malaysia

DramaticChangesinPublicExpectation

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• Webusersturntosocialmediatoseekhelpforthemselvesorothersduringemergencies– andtheyexpectfirstresponderstobelistening

• 24x7newscycle=15minutesorlesstorespond

• Tweetingbeforeaskingforhelp

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12:45pm AEDT

1:47pm

2:28pm

Whattodo?

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Responding fast can reduce crisis duration by 50%

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Gettingthebalanceright

Front-Line:BestDefenseandOffense

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Monitor,Monitor,Monitor

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Sethourlyanddailycrisisthresholds• Usehistoricaldatato

calculatehourlyanddailythresholdsforvolumeandsentiment

• Usesentimenttotriggerhumanresponse

• Multipleteammembers

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Sociallisteningmetricsmatter

Howdoyouknow?

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HashourlythresholdbeenexceededformorethanTHREEhours?

Hasanymediaoutletorinfluencerstalkedabouttheissue?

Hasthespikeexceededthedailythreshold?

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Checklist

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q Relevance– whattypeofcontent?q Engagement– howactive?q Authenticity– iscontentgenuine?q Frequency– howoftenaretheyposting?q Reach– uniquevisitors+channelreach

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So…areyoucrisis-ready?Doyouhaveacrisis-readyculture?Toptobottom,andacross?Isyourplanatomefortheauditorsora2-pager,grab’ngoplananyonecanpickup,useandknowwhatthey’redoing/saying?Haveyouappliedthesamelevelofdiligencetoyourcrisiscommunication asyourriskmitigation?Areyourcrisisprotocolsuptodate(copewitha15minuteturnaroundonapprovals)?Haveyoutemplatesapprovedandreadytogo?Scriptsforlivestreaming?Areyourspokesperson(andtheirback-ups)testedandvalidatedunderpressure(EQornot)?TeamstrainedforFacebookLive?Areyoursocialmediamonitoringplansinplace?

OldPrinciples,NewRules

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Changeseverythinganditchangesnothing!• Speedandinteractionhaschanged

• CharacterisshownbyactionNOTwords

• Transparency&authorityareKEY

Words• Deliveredwithincrediblespeed(24seconds)

• Focusedon(most)direct,interactivecommunicationwiththosewhomatterMOST

• Highdegree oftransparency

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It takes 20 years to build a reputation and five minutes to

ruin it

“”WarrenBuffet

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DoConnect!

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DoConnect!LinkedIn:

https://au.linkedin.com/in/jordanjanePhone:

+61292205103Email:

info@gaiacoachinggroup.com.auFacebook:

@coachingwithGAIAWebsite:

www.gaiacoachinggroup.com.auBook:

“TheFourHighlyEffectiveStagesofCrisisManagement:HowtoManage

theMediaintheDigitalAge”publishedbyCRCPress,April2011