Changing face of crisis communications

The changing face of Crisis Communications

Gitanjali LaadMSPC 3550

Facebook and Twitter fueled the uprising

18th April 2012 Source: The Washington Post 2

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Virtual tools used for “Real” gathering

18th April 2012 Source: Occupy Wall Street

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People identified with the purpose

18th April 2012 Source: Indiaagainstcorruption.org

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People motivated to reduce uncertainty

18th April 2012 Source: New York Times

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Main stream and social media converge

18th April 2012 Source: MSL Group Crisis Network Report, 2011

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Twitter used to reach out to friends in need

18th April 2012 Source: Twitter Stories

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Crisis is not local but global

18th April 2012 Source: Mary Meeker’s Presentation at Web 2.0 Summit, San Francisco, Oct 2011

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Social media used to organize crime

18th April 2012 Source: The Guardian

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Also to organize the clean-up efforts

18th April 2012 Source: Twitter Stories

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What does it all mean?

• Conversations are happening online- whether you like it or not

• Engagement and participation are more important than online presence

• Transparency, porosity and authenticity rank at the top of the charts

• It’s about listening, observing and then providing a thoughtful timely response

18th April 2012 Reference: Li C., Bernoff J. (2008) Groundswell, Harvard Business School Publishing

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Statistics that validate the trend

18th April 2012 Source: American Red Cross Survey, Summer 2011

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Four Stages of Crisis and Social Media

• Prodromal Stage– Real time information dissemination & reach– Heighten situation awareness - issue warning

• Acute Stage– Conduct hazard assessment with real-time

data/photos/videos– First responders can plan clean-up– Mobilize resources around the world

(volunteers/donation/appeals)

18th April 2012 Reference: Fink, S. (2002) Crisis Management: Planning for the inevitable, Amacom Books

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Four Stages of Crisis and Social Media

• Chronic Stage– Unique and efficient way for crisis communicators– Participating and monitoring the social networks– Circulate guidelines and information– Flexibility for anyone to break news

• Resolution Stage– Crowd sourcing and create partnerships– Collaboration between public and private agencies

18th April 2012 Reference: Fink, S. (2002) Crisis Management: Planning for the inevitable, Amacom Books

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Components of crisis communications plan

• Check the facts• Determine the impact• Bring together a trusted counsel • Understand your detractor • Decide the appropriate response • Host the conversation• Continue to monitor

18th April 2012 Source: www.radicallytransparent.com

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Challenges

• Trivial and unreliable content• Speculation and gossip• Lack of confidentiality, privacy • Audience is fragmented• Increase in communication channels• Long-term commitment and resources

18th April 2012 Gitanjali Laad

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InnovationRed Cross Safe and Well Tool

18th April 2012 Source: American Red Cross

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InnovationRed Cross Digital Operating Centre Powered by Dell

18th April 2012 Source: American Red Cross

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InnovationRed Cross Shelter View Application

18th April 2012 Source: itunes.apple.com

Thank you

Gitanjali LaadBlog: www.gitanjali-socialmedia.blogspot.com

Twitter: @GitanjaliLLinkedIn: www.linkedin.com/in/gitanjalilaad