12. lack of information + short decision time
Public motivated to reduce uncertainty
=
?
lots of uncertainty
Uncertainty avoidance leads to increased info seeking
Response in first 24 hrs determines success
Need for good crisis communication
13. “ Crisis communications is a branch of PR that is
designed to protect and defend an individual,
company, or organization, usually from a reactive
response, facing a swelling public challenge to its
reputation, brand, and community.
All that’s required to ignite a negative firestorm is
a spark from a single voice or an organized
congregation. - Brian Solis
“
14. Crisis Communication 101
• Put the public first
• Take responsibility for solving the problem
• Be honest
• Monitor news coverage & telephone inquiries
• Never say “No comment”
• Provide a constant flow of info
• Communicate with key publics
• Be accessible
15.
16.
17.
18. Call centers can’t handle that many requests:
Need for alternative communication method
19. 5
Cs of effective crisis comm.
• Concern
• Clarity
• Control
• Confidence
• Competence
47. Credits:
Dr. Corinne Weisgerber
St. Edward’s University
Blog: http://socialmediaprclass.blogspot.com
Email: corinnew@stedwards.edu
Twitter: @corinnew