Orrville Area Safety Council September Meeting

2019 Orrville Safety Council
Crisis Communications

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Copyright 2016 Hennes Communications@crisiscomm crisiscomm
Active Shooter
Bombings
Bridge Failures
Politician Sit.
Chemical Spills
Crimes
Criminal Accusations
Dam & Levee Failures
Data Loss
Discrimination Complaints
Earthquakes
Environmental Disasters
Epidemics
Explosions
Fires
Floods
Food Poisonings
Hazmat Situations
Hacker Attacks
What You Might Face
Industrial Disasters
Lawsuits
Legal Malpractice
Mass Casualty Event
Nuclear/Radiation Accidents
OSHA Citations
Plane Crashes
Protests
Rail Accidents
Reputational Threats
Riots
Road Accidents
Sabotage
Sexual Misconduct
Structural Failures
Terrorist Incidents
Thefts
Union Grievances
Senior executive accused of fiscal
mismanagement – or worse
Employee files a sexual harassment or
discrimination suit
Mayor or Cabinet member makes an
inappropriate comment

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Copyright 2016 Hennes Communications@crisiscomm crisiscomm 3

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> When social media
lights up.
> When traditional
media turns the
cameras on you.
> Who we are.
> What we do.

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Copyright 2016 Hennes Communications@crisiscomm crisiscomm5
@crisiscomm
Legal controversies today are tried in the
Court of Public Opinion – as often as in
the Court of Law.

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The Damage Control Playbook
Rule #1: Tell the truth
Rule #2: Tell it first
Rule #3: Tell it all
Rule #4: Tell it fast
Rule #5: Tell it to the people who matter most
Rule #6: The media’s job is not to inform or
educate

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Social Media

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Why Social Media Matters
• Because that’s where the news is.

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Why Social Media Matters During A Crisis
> Because that’s where the newsmakers are.

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It’s Where the President Lives...
Donald J. TrumpVerified account @realDonaldTrump Aug 27
Major rescue operations underway!
18,272 replies15,579 retweets84,772 likes
Going to a Cabinet Meeting (tele-conference) at 11:00 A.M. on #Harvey. Even experts have said they've
never seen one like this!
We are in the NAFTA (worst trade deal ever made) renegotiation process with Mexico & Canada.Both
being very difficult,may have to terminate?
With Mexico being one of the highest crime Nations in the world, we must have THE WALL. Mexico will
pay for it through reimbursement/other.
More
Wow - Now experts are calling #Harvey a once in 500 year flood! We have an all out effort going, and
going well!

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> 336 million monthly active users
> 500 million tweets per day – 6,000 per second.
> 6-in-10 Twitter users get news there. (67% Pew – 2018)
> 54 percent of Twitter news consumers went there looking for it
(highest of popular social media; FB only 38 percent)
> Journalists make up 24.6 percent of verified accounts.
> 60% of consumers expect your brand to respond to a Twitter
query within the hour.

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> Largest social network
> 2.2 billion daily active users worldwide – another 13 percent
increase, year over year, as of May 31, 2018
> Two-thirds of users and about half of all Americans get news on
the site (Pew – 2018)
> How we tell friends about stuff: 81 percent of all content shared
in U.S. is shared on Facebook.
> Great for distributing & receiving info during a crisis - if your
following is established.

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Social Media: Guiding Principles
• Be Transparent
• Be Responsive
• Be Fast
• Use Words + Actions
• Be Professional – and human

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A Crisis In The Making

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A Crisis Averted

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>
Tower Hamlets MPSVerified account @MPSTowerHam
> FollowFollow @MPSTowerHam
> Please do not contact us about the #KFCCrisis - it is not a
police matter if your favourite eatery is not serving the menu
that you desire.
> 6:10 AM - 20 Feb 2018
> 11,864 Retweets
> 19,969 Likes

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A masterclass in PR crisis management. #KFCCrisis

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A chicken restaurant without any chicken. It’s
not ideal. Huge apologies to our customers,
especially those who travelled out of their way
to find we were closed. And endless thanks to
our KFC team members and our franchise
partners for working tirelessly to improve the
situation. It’s been a hell of a week, but we’re
making progress, and every day more and more
fresh chicken is being delivered to our
restaurants. Thank you for bearing with us.
WE’RE SORRY.

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Social Media: Best Practices
• Monitor and be prepared to respond
• Don’t let mistakes live on
• Don’t arm wrestle with trolls
• Pause before hitting “delete”
• Go offline to get back on track
• Know who’s running the site
• Remember your audience

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Rule #6: The media’s job is not to inform or educate

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Rule #6: The media’s job is not to inform or
educate

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The Three Vs
Villain
Victim
Vindicator

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NO COMMENT = GUILTY!

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What happens when you ARE the
villain?

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Crisis Management & Crisis Communications
Hennes Communications
Crisis Management
Litigation Communications Support
Because the Court of Public Opinion
is always in session.
Crisis Management Today Newsletter
Twice a month, best practices for crisis managers.
For a gratis subscription, send your email address to
york@crisiscommunications.com
Follow us on Twitter @crisiscomm
Friend us on Facebook at CrisisComm

Orrville Area Safety Council September Meeting

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Orrville Area Safety Council September Meeting