1. Page 1 Recording of this session via any media type is strictly prohibited. Page 1 Catastrophe Management in the Age of Social Media Lori Brassell-Cicchini VP, ESIS Catastrophe Services April 28, 2014

2. Page 2 Recording of this session via any media type is strictly prohibited. Lori Brassell-Cicchini Vice President, ESIS Catastrophe Services Lori Brassell-Cicchini is responsible for the development, promotion, and deployment of customized catastrophe and crisis management services for clients that have sustained third party catastrophic losses. With more than 30 years of industry experience, Lori has specialized expertise in the rapid deployment of dedicated resources and emergency response plans to address company image, regulatory compliance, and financial concerns in the event of a catastrophe. Lori and her team provide third party emergency response services to clients in the petrochemical, transportation, construction, utility, and product manufacturing industries. 2

3. Page 3 Recording of this session via any media type is strictly prohibited. What to Expect After attending this session, you should be able to: Understand the business value of social media Incorporate social media into your communication plan during a crisis Apply social media best practices 3

4. Page 4 Recording of this session via any media type is strictly prohibited. What is Social Media? Social media tools facilitate interaction among people by enabling them to create, share, and exchange information and ideas in virtual communities and networks. 4 FacebookTwitterPinterestFlickr TumblrYouTubeLinkedInInstagram

5. Page 5 Recording of this session via any media type is strictly prohibited. Traditional Media vs. Social Media 5 Traditional media One-way communicationControlledScheduledFact checked Social media Two-way communicationUnstructuredReal timeFree flowing

6. Page 6 Recording of this session via any media type is strictly prohibited. Breaking News! On Twitter 6 #celebritystories #miracleonthehudson #discoverychannelhostage #occupywallstreet #icediscoveredonmars

7. Page 7 Recording of this session via any media type is strictly prohibited. Impact of Social Media During a Crisis… Instant Access at Your Fingertips Tweets and Facebook initiate comments before the event’s facts are known. Plant fire: sirens alert neighborhood residents to seek shelter, triggering social media response —Videos/photos posted on YouTube and Instagram —Commentary tweets begin immediately describing events and potential causation Pet food recall —Tweeted and posted on Facebook Environmental spills and resulting damages —Video alerts on YouTube 7

8. Page 8 Recording of this session via any media type is strictly prohibited. 8 Corporate history and culture Press releases and statements Press conferencesMarketing toolsCommercials Traditional Crisis Communication Plan

9. Page 9 Recording of this session via any media type is strictly prohibited. Crisis Communication Plan – Incorporate Social Media Develop a social media plan Develop a social media policy for every employee and contractor Assure your social media plan is consistent and flows with your traditional media plan Create a social media team to monitor all sites Designate a seasoned spokesperson with authority to respond Develop social media best practices Develop a dark site Develop scenarios, practice when to respond, and know what your response should be 9

10. Page 10 Recording of this session via any media type is strictly prohibited. Best Practices for Social Media Communication Act promptly! Don’t rely on one platform – utilize all avenues of media available Post information that is easily understood Avoid acronyms or corporate speak Know your audience Become the primary source for information Rely on advocates and allies Don’t abandon your values Monitor responses Use judgment in response Monitor news events that could impact your social media posts 10

11. Page 11 Recording of this session via any media type is strictly prohibited. Social Media in a Crisis Take control of your company’s reputation and image by being the primary source for information. 11

12. Page 12 Recording of this session via any media type is strictly prohibited. Questions? 12 Contact: Lori Brassell-Cicchini Vice President, ESIS Catastrophe Services 916 939-6857 lori-brassell-cicchini@esis.com