11. DON’T
HAVE A
CRISIS
IN THE
FIRST
PACE
B u i l d
s o c i a l
y o u r
r e p u t a t i o n
m e d i a :
M e a n i n g f u l
a n d
B u i l d
n e e d
y o u r
t h o s e
U s e
t r u e
c o m m u n i t y
a d v o c a t e s
i n t e r n a l
o n
C S R
( y o u ’ l l
l a t e r )
e n g a g e m e n t
s t r a t e g i e s
w i t h
y o u r
e m p l o y e e s
H a v e
s o c i a l
m e d i a
g u i d e l i n e s
12. 1 .
E v e r y t h i n g
h a p p e n s
a t
l i g h t n i n g - s p e e d
5 TRENDS
IN DIGITAL
CRISISMAN
AGEMENT
2 .
P e o p l e
d e m a n d
“ h y p e r -
t r a n s p a r e n c y ”
3 .
D i a l o g u e
a s
i m p o r t a n t
m e s s a g e
4 .
R e p u t a t i o n
i s
a s
d e l i v e r y
i n
s o c i a l
m e d i a
5 .
B r a n d
d e t r a c t o r s
t h e
s a m e
h a v e
t o o l s
13. E V E RY O N E M A K E S M I S TA K E S .
B E C A U S E T H E Y A R E H U M A N …
Stupid post to make on
a corporate channel.
14. E V E N
T H E
B E S T
O F
U S …
“ G R E AT D AY,
“ G R E AT D AY,
SHOOTING
PHOTOGRAPHING
ELEPHANTS FOR 8
ELEPHANTS FOR 8
HOURS”- ALI
HOURS”- ALI
BULLOCK, HEAD OF
BULLOCK, HEAD OF
COMMS WWF
COMMS WWF
.
16. # 1
B a d
-
n e w s
t h a n
e v e r
T w i t t e r ,
S p e e d
H o u r s
j u s t
W h e n
t o
m a t t e r
H a v e
a n d
g e n e r a t e d
a
c r i s i s ,
r e a c t
o f
t o
y o u
f a s t
h o u r s ,
m e d i a
–
i n
n o t
s t r e a m l i n e d
m a y
a
d a y s
a p p r o a c h
t e a m
i n
p l a c e
E x p e r i e n c e
i n
s o c i a l
m e d i a
r e s p o n d
f a s t
w i l l
a
m e d i a ,
t r a d i t i o n a l
e m e r g i n g
o u r
r e l e v a n t
r e s p o n d i n g
n e e d
a n d
“ l i f e s t r e a m s ”
a l l
c o n s u m e r
n o t
v i a
F a c e b o o k
M o n i t o r
2 4
f a s t e r
b e f o r e
c o l l e c t i v e
T h e
F i r s t
s p r e a d s
h e l p
y o u
17. # 1
-
S p e e d
Hour 12
Hour 6
T h e
Micromedia
F i r s t
H o u r s
Hour 18
2 4
0 Hour
CRISIS
HITS
Mainstream
Blogs
Sharing
Hour 24
Editorial
18. IN 30 SECONDS
THIS PHOTO HAD
B E E N TA K E N A N D
UPLOADED TO
SOCIAL MEDIA
20. I T S
A B O U T
S Y M P A T H Y,
C O M M U N I T Y
&
E N G A G E M E N T
A S I A N A
A
P R E S S
P U T
R E L E A S E
8 HOURS
L AT E R .
T H AT
W O R K E D
W O R L D ”
I N
T H E
O F
C O M M U N I C A T I O N S .
“ O L D
21. I T
S E
R E
S O
V O
T O O K A S I A N A 8 H O U R S T O
N D O U T A P R E S S
L E A S E . N O U P D A T E S O N
C I A L M E D I A T O F I L L T H E
I D …
22. T H I S
P H O T O W A S N ’ T T A K E N
J O U R N A L I S T, I T W A S
B Y A P H O T O
T A K E N B Y A
P A S S E N G E R .
23. H O W S H O U L D H AV E A S I A N A
RESPONDED?
24.
25. I T ’ S N O T T H E M I S TA K E S M A D E U S I N G S O C I A L
M E D I A T H AT C A U S E B R A N D S T H E B I G G E S T
P R O B L E M S , I T ’ S H O W P O O R LY O R S L O W LY
THEY DEAL WITH THEM.
26. SAYING NOT HING OR TAKING TOO MUCH
TIME TO RESPOND IS AS BAD AS GETTING
YOUR FACTS WRONG.
27. O n e - w a y
# 3 D i a l o g u e
G e t
R e a d y f o r
2 - Wa y
D i a l o g u e
w o r k
w h e r e
m e s s a g i n g
a n y m o r e
p e o p l e
I n v i t i n g
d o e s n ’ t
i n
c r a v e
a
d i a l o g u e
c u s t o m e r s
c o n v e r s a t i o n
e f f e c t i v e
w h o
y o u
p r e s s
s c r i p t e d
m o s t
w a y
t o
b u i l d
a n d
w i l l
i f
s y s t e m
f o r
c r i t i c a l
b r a n d
s u p p o r t
c r i s i s
h i t s
s o l e l y
r e l e a s e s
a n d
i n t e r a c t i o n s
d o e s n ’ t
A
a
t h e
C o m m u n i c a t i n g
t h r o u g h
i n t o
i s
g o o d w i l l
a d v o c a t e s
w o r l d
s a t i s f y
l i s t e n i n g
t o
i s
r e m a i n i n g
r e s p o n s i v e
28.
29. # 4 S e a r c h
R e p u t a t i o
n s a r e
B u i l t o r
B r o k e n
o n S o c i a l
M e d i a
8 0 %
o f
I n t e r n e t
t h e i r
O r g a n i c
t o
s e s s i o n
s e a r c h
s o c i a l
t h e
a t
i s
m e d i a
t o
G o o g l e
u s e r s
s t a r t
s e a r c h
s e n s i t i v e
c o n t e n t
d u e
c r o s s - l i n k i n g
d e l i v e r s
“ u n i v e r s a l
m a k i n g
m u l t i m e d i a
s e a r c h ”
c r i t i c a l
D i f f i c u l t
o n c e
i t
t o
i s
d i s l o d g e
i n
s e a r c h
c o n t e n t
r e s u l t s
34. A n
# 5 D e t r a c t o r s
Yo u r
D e t r a c t o r s
A r e
R e s o u r c e f u l
i n d i v i d u a l
t r a v e l
a r o u n d
S m a l l
g e n e r a t e d
o w n
a l o n e
i s
a n d
t o
m e d i a
a n
n o
c a n
n i m b l e
m e d i a
c o n s u m e r
i s
c r i t i c a l
i n f l u e n c e r
c i r c l e s ,
c a n
o n l y
t o d a y
s o c i a l
L i s t e n i n g
t h e i r
w o r l d
f a s t
w i t h
E v e r y o n e
t h e
o r g a n i z a t i o n s
b e
c a n
e a s i l y
m o r e
o f t e n
v o i c e
s o
l o n g e r
m e t r i c
f o r
i n
t r a f f i c
b e
t h e
j u d g i n g
i n f l u e n c e
40. C AT H AY PA C I F I C
S H E PA R D
V S
S E A
“CATHAY PACIFIC
SEVERAL OF WHOM WERE
PARTICIPATES IN THE
VERBALLY ASSAULTED AT OUR
DOLPHIN SLAVE TRADE.”
AIRPORTS BY PEOPLE ANGRY
- SEA SHEPERD
OVER THE STORY.
FROM PICKING UP THE STORY
- OUR POSTS ON SOCIAL
TO POSTING ON FACEBOOK
MEDIA TOOK HOURS TO GET
OVER 24 HOURS PASSED –
APPROVALS RATHER THAN
MINUTES.
THIS WAS TOO LONG
- WE DIDN’T INFORM STAFF
AROUND THE NETWORK,
41. “One can imagine what Cathay Pacific officials would say about their company’s participation in this
activity. Perhaps they would tell us that it is only business, and moving dolphins from Japan to China is
legal. Let us remember Cathay Pacific’s role in this. Let us also be informed. U.S. based American
Airlines just entered into a codesharing arrangement with Cathay Pacific. British Airways and Qantas
Airlines are also in that elite group. Perhaps those who care about the plight of dolphins should
remember this when they make business decisions about which airline to patronize..”
- SEA SHEPERD JUNE 8 2011
42. R I C O ’ B A R RY
G O O N C N N …
WA S
A B O U T
…WE KNEW THE STORY WASN’T
THEM TO HAND. I WAS HONEST
ACCURATE. BUT HOW DO YOU
AND 100% TRANSPARENT.
FACE SOMEONE AS RESPECTED
AS RIC O’BARRY, ONE OF THE
I SAID THAT IF IT TURNED OUT
WORLDS LEADING DOLPHIN
THE STORY WAS TRUE I WOULD
ADVOCATES.
RESIGN FROM CX. I WAS THAT
CONFIDENT IN MY BELIEF THAT
I WAS CONTACTED BY RIC
CX WOULD NOT HAVE
O’BARRYS FOUNDATION
TRANSPORTED THESE
(THANKS TO MY VOLENTEER
DOLPHINS.
WORK PHOTOGRAPHING
ANIMALS FOR CHARITIES SUCH
RIC DIDN’T GO ON CNN.
AS PETA, AAF, SPCA, HKDR
ACRES AND WWF.)
1 YEAR LATER WE BROUGHT
OUT A NEW SET OF GUIDELINES
I SPOKE TO RIC’S
THAT INCLUDED A BAN ON
REPRESENTATIVES AND GAVE
SHIPMENTS OF SHARKFIN…
THEM THE FACTS AS I HAD
TO
43. “Cathay Pacific holds a 32% stake in CKTS but has no direct involvement in its day-to-day
management. We will be contacting the handling agent to find out more about this incident.”
- CATHAY PACIFIC JUNE 8 2011
44. S O C I A L
&
M E D I A
A C C U R A T E
T H A T
1 4 0
N E E D S
A
Q U I C K
R E S P O N S E I N
C H A R A C T E R S
L E S S
.
46. 9.32am
CALL: “ALI, WE NEED
YOU IN THE CRISIS
COMMS CENTER…
NOW.”
9.40am
COMMS BRIEFING ON A
SEVERITY 2 INCIDENT
WITH A PLANE MAKING
AN EMERGENCY
LANDING.
10.12am
PEOPLE EVACUATED FROM
THE PLANE AND IMAGES /
POSTS START TO APPEAR ON
SOCIAL MEDIA CHANNELS.
47.
W H AT W E
L E A R N T
T H AT D AY
WA S
I N VA L U A B L E
OUR CRISIS CENTER NEEDED UPDATING!
WE NEEDED MORE THAN JUST THE CORPORATE COMMS
TEAM IN THE ROOM. WE NEEDED CUSTOMER SERVICE,
OPS AND PERHAPS CRITICALLY, THE SOCIAL MEDIA
TEAM
SOCIAL MEDIA UPDATES WOULD NEED TO HAPPEN AT
THE SAME TIME AS TRADITIONAL MEDIA
BRIEFINGS
SOCIAL MEDIA CREATED 100 TIMES TH NOISE OTHER
CHANNELS DID
MOVING FORWARD WE WOULD NEED 24/7 MANNING OF
SOCIAL MEDIA ACROSS 20 DIFFERENT COUNTRIES
CUSTOMERS AND PASSENGERS USED SOCIAL MEDIA
FOR ENQUIRES AND COMMENTS
CUSTOMER SERVICE AND LISTENING FOR PASSENGER
OR RELATED ENQUIRIES ON SOCIAL AS CUSTOMERS
COULD NOT GET THROUGH ON THE PHONE LINES
48. L I S T E N I N G
E N A B L E D U S TO
M A K E I N F O M R E D
D E C I S I O N S A N D
C O M M U N I C AT I O N S .
49. 5 K E Y S TO
D I G I TA L
C R I S I S
M A N A G E M
E N T Y O U
C A N
A P P LY TO
Y O U R
B U S I N E S S
S E T
U P
A
L I S T E N I N G
P O S T
P R O G R A M
T O D A Y
G E T
C - S U I T E
I M P O R T A N C E
O F
I D E N T I F Y
I N F L U E N C E R S
F O R
( A N D
B U Y - I N :
S O C I A L
T H E
T O P
T H E
M E D I A
O N L I N E
Y O U R
B U S I N E S S
B E G I N
B U I L D I N G
R E L A T I O N S H I P S )
K N O W
O N L I N E
H O W
Y O U
( E . G .
W I L L
“ S P E A K ”
T W I T T E R ,
B L O G ,
Y O U T U B E )
E S T A B L I S H
E N G A G E M E N T
S O C I A L
G U I D E L I N E S
Y O U R
M E D I A
A C R O S S
M A R C O M
T E A M
50.
5 K E Y
T R A I T S
Y O U
M U S T
H AV E I N
C R I S I S
1 .
C O M P E T E N C E :
HANDLE A TOUGH PRESS CONFERENCE WITH DEXTERITY? YOU’RE DEEMED COMPETENT.
LOOK UNEASY BEFORE CAMERAS? YOU’RE NOT.
2 .
C R E D I B I L I T Y :
THERE’S ONE QUESTION THAT DRIVES THE PUBLIC’S PERCEPTION OF AN EXECUTIVE OR
SPOKESPERSON MORE THAN ANY OTHER: “DOES HE OR SHE GET IT?”
A
3 .
C O M M I T M E N T
SET THE RIGHT TONE, WITH ACTIONS AND WORDS TO THE MEDIA, AFFECTED
STAKEHOKDERS AND EMPLOYEES CONSISTENT MESSAGE OF ADDRESSING AND FIXING
THE ISSUE.
4 .
C A R I N G :
LITTLE MAKES THE PUBLIC TURN ON AN EXECUTIVE OR PUBLIC FIGURE IN CRISIS MORE
THAN SOMEONE WHO’S CAVALIER TOWARD ANY VICTIMS.
5 . C A P A B I L I T Y
:
SHOW THAT YOU OR YOUR CEO SOLVE THE PROBLEM AT HAND
51. I N
A
C R I S I S
( B O T H
C O M M U N I C A T I O N S
I N T E R N A L L Y
E X T E R N A L L Y )
I S
A N D
E S S E N C I A L .
53. S O C I A L
C H A N G E S
V A L U E S ,
N A R A T I V E S ,
T H E
T H E
T H E
O L D
O L D
O L D
W A Y S .
54. “ T H E
L I N E S
B E T W E E N
C O M M U N I C AT I O N S
B L U R R I N G
A N D
E N C O U R A G E
O F
A N Y
D O N ’ T
S H O U L D
H A S T E N
R E M A I N I N G
K N O W
O R
A R E
W E L C O M E ,
T H E
W A L L S .
W H E T H E R
A D V E R T I S I N G ,
T H E
P R O F E S S I O N S
W E
A N D
A L L
T E A R I N G
G R E AT
T H E Y ’ R E
I D E A S
P R ,
S O C I A L . ”
E D W A R D B O C H E S , C R E AT I V E D I R E C T O R
D O W N
55. THANK YOU FOR
YOUR TIME.
YOU CAN FIND A COPY OF THIS
PRESENTATION HERE:
WWW.SLIDESHARE.NET/ALIBULLOCK/P
RESENTATIONS
LINKEDIN: ALI BULLOCK
ALIBULLOCK@GMAIL.COM
WWW.ALIBULLOCK.COM