Social Media Crisis Comms Ottawa Presentation
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This document discusses the impact of social media on crisis communications and management. It outlines three key drivers that have led to the age of social media convergence: mobile technologies, social media platforms, and empowered citizens and volunteers. This new landscape presents both challenges and opportunities for crisis response. Effective crisis communications now requires immediate engagement on social media to respond to public expectations. Proper planning includes policies, identifying response teams, preparing messages in advance, and practicing responses through exercises. Message mapping is an important technique to craft concise yet informative messages that can be easily understood during stressful crisis situations.
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Social Media Crisis Comms Ottawa Presentation
- 24. Impact on crisis comms and management Challenges and opportunities brought by SM 2. How to engage effectively using social media … another key is integration
- 28. Impact on crisis comms and management Challenges and opportunities brought by SM 3. Best practices and examples … when you fail ...
- 29. Impact on crisis comms and management Challenges and opportunities brought by SM 3. Best practices and examples … when you fail ...
- 49. Message Map Example How you read it ... from left to right the three key messages and then you repeat each message followed by the three supporting facts or messages … you can add message of empathy to start, end with call to action.
- 52. Delivery Words matter and how you express them Aftermath of the Virginia Tech massacre: Message of compassion, grieving but also of optimism. Charles W. Steger, President, Virginia Tech
- 54. Some resources: Presentations: http://prezi.com/dx6dkrzfdhup/social-media-and-crisis-communications-planning-ryerson/ http://www.slideshare.net/patricecloutier/message-mapping More on crisis communications planning: http://www.ptsc-online.ca/crisis_and_emergency_communications Message mapping technique: Full video of Dr. Covello on Vimeo: http://www.vimeo.com/20290221 PDF on: http://www.slideshare.net/patricecloutier/messagemapping-7092499
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- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Forget the normal way you do things … Can’t think the same way or say things the same way … Because your audience WILL NOT think the same way they normally do !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- Here’s a brief overview of what we’ll cover today … Don’t hesitate to interrupt me !
- A communications response to a crisis must be: immediate … occupy the public space … because of social media being out there with relevant, accurate information within minutes will go a long way to establish your voice as one of authority … people will then look for you !
- Proven record … lots of scientific evidence and research behind it. Used by many large government organizations involved in emergency response/management. Based on differences in how our brains process information in routine situations and during a crisis or stressful times. Let me explain …
- A communications response to a crisis must be: immediate … occupy the public space … because of social media being out there with relevant, accurate information within minutes will go a long way to establish your voice as one of authority … people will then look for you !
- Let me explain … Can we afford to wait hours before we talk to the media or our audiences? Or wait hours for approval of a news release?
- Brains turn mushy … diminished ability to process and retain info
- That’s a critical piece … Whole way to structure our messages.
- Media clips: about 9 seconds North American: 3 words/second Three quotes/key messages in print stories
- Media clips: about 9 seconds North American: 3 words/second Three quotes/key messages in print stories
- If it works in a crisis situation and is easy to process … why not use the same process for communicating for special events … such as the G8?
- Normally in the OPS we write for about grade 8 level … papers, usually between grade 6 (sun) and grade 8 (star/globe) … academic paper: much higher … During crisis: write for grade 2 or 3 to ensure right comprehension No jargon, no technical terms
- Foleyet train in quarantine Possible bio threat Here’s how we handled it
- Perception is reality
- “ I feel your pain” … Establish emotional connection if possible …
- Perception is reality
- Prepare message maps on all your hazards … risk-specific communications Ensure you have trained spokespeople exercise key crisis communications components regularly … as part of exercise program crises will happen … are you prepared?
- Prepare message maps on all your hazards … risk-specific communications Ensure you have trained spokespeople exercise key crisis communications components regularly … as part of exercise program crises will happen … are you prepared?