Crisis communications, lessons from experience mlq 2012
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Support material for European Association of Communications Director´s Workshop in Spain
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Crisis communications, lessons from experience mlq 2012
- 1. CRISIS COMMUNICATIONS – Sorpresa – Imprevisibilidad – Urgencia – Desestabilización Miguel López-Quesada Gil – Falta de información Chief Communication Officer – Sensación de persecución
- 2. Goals of this presentation • Provide tools for online & off line crisis management • Learn from 15 years of experience (mistakes) • Help Comms Manager increase their value within organisations Crisis/Miguel López-Quesada/EACD 2012 2
- 5. But basics remain Somebody to blame Something at stake Somebody will find out Crisis/Miguel López-Quesada/EACD 2012 5
- 6. Reputation at stake = business at stake Crisis/Miguel López-Quesada/EACD 2012 6
- 7. Before the Crisis PREPAREDNESS Crisis/Miguel López-Quesada/EACD 2012 7
- 9. Evolution of crisis management Crisis Real-time Crisis Manual Management Contingency 1970-2005 System planning 2005-2010 2010-today Crisis/Miguel López-Quesada/EACD 2012 9
- 10. Crisis management team External advisors Technical staff Commercial staff Corporate Staff Top Management Crisis/Miguel López-Quesada/EACD 2012 10
- 11. Psychological profiles Leader Strategyst Pessimistic Creative Tactical Doer Crisis/Miguel López-Quesada/EACD 2012 11
- 13. When crisis hits Crisis/Miguel López-Quesada/EACD 2012 13
- 14. Crisis life cycle ACUTE ORGANI C CHRONIC? POST- PRELIMINARY TRAUMATIC MANAGEMENT Assume mistakes ACTION Expect the worst RECOVERY PREPAREDNESS Closing Read the signs Crisis/Miguel López-Quesada/EACD 2012 14
- 15. Psychology of the crisis 1. DENIAL 2. ANGER 3. NEGOTIATION 4. DEPRESSION 5. ACCEPTANCE Dr. Kubler Ross Crisis/Miguel López-Quesada/EACD 2012 15
- 16. Muchas gracias. Mucha suerte mlopezquesada@zed.com @mlopezquesada Crisis/Miguel López-Quesada/EACD 2012 16
- 17. Wrong media relations Silence Denial Blame the dead “Just” Confess Crisis/Miguel López-Quesada/EACD 2012 17
- 18. Find your black boxes like in an air crash Crisis/Miguel López-Quesada/EACD 2012 18
- 20. Crisis management 2.0 – Crisis 24/7 – Real time management – Hype or real? – New (No?) rules of the game Crisis/Miguel López-Quesada/EACD 2012 20
- 22. Hacking Bombing Phising New Badvocacy 22 risks Viral Crisis/Miguel López-Quesada/EACD 2012
- 24. Do the basics Check your website Technorati Google Alerts SM Monitoring Dashboard Twitter SM Corporate Groups Crisis wiki Dark site Business continuity Crisis/Miguel López-Quesada/EACD 2012 24
- 25. Crisis vs. Issues Crisis/Miguel López-Quesada/EACD 2012 25
- 27. Politics & crisis CSR Contract with society Reputational capital Votes Newsworthy News-maker Competition +/- passive Opposition + active Crisis/Miguel López-Quesada/EACD 2012 27
- 28. Seismic waves After a major crisis, new similar crisis occur due to: – Hiper-sensitive Public Opinion – Media attention on sector/business – Operations staff under stress increase mistakes – Enhanced inspection & enforcement from Authorities Crisis/Miguel López-Quesada/EACD 2012 28
- 29. Closing a crisis Privilege of the #1 Beware of premature ending Document key decissions for Court Decissions Coverage Damages Impact Procedures Friends & Foes Votes & Reputation Change Confirm Award Punish Demote Promote Knowledge Management Crisis/Miguel López-Quesada/EACD 2012 29
- 30. My key learnings Solving a crisis starts far before the crisis happens – Internet has changed everything – But basics remain the same – Prepare for the worst – Be empathic – Show control: inside and outside – It’s a team effort, stupid! Crisis/Miguel López-Quesada/EACD 2012 30
- 31. Good luck! mlopezquesada@zed.com @mlopezquesada www.comunicaciondecrisis.wikispaces.com Crisis/Miguel López-Quesada/EACD 2012 31