How to handle crisis communications in the era of social and digital media. crisis communications now operates at the speed of light, in a transparent world that brands do not control. What should you do and how is this different than crisis during the conventional media era.

1. Crisis at the speed of light….

2. Speed of Light: 186,000 miles per second

4. Being Prepared IS Everything…

5. “ If you can’t get a video of your CEO on YouTube within 3 hours, anytime of day or night, you are not ready.” Jason Baer

6. Paradigm shift: Spokesperson to media gatekeepers

7. New world order: You are not in control…

8. “ Technology is shifting the power away from editors, publishers, the establishment, the media elite. Now it’s the people who are in control.” Rupert Murdoch

11. Over $120 million in product liability lawsuits in three months…

16. Social Crisis Management

20. Brand Trust Ladder INVASIVE Telemarketing, spam PUSH Ads, promos, direct mail AUTHENTIC Experiences Events VALIDATION Trusted Influencers Character of Customer Interaction Communication ROI Relationship Driven Transactional Tuned Out Engaged Trusted Disbelief

34. Dominoes big disconnect: press release response to a video

43. Vital step: Internal media policy Parallel employee communication