Organizations worked w/ on Crisis

Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A

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What are the differences? Natural Disasters Workplace Violence Focusing on safety and well being Product Tampering Addressing concerns from customers Hacking Cyber bullying Reputational misdeeds and issues

Social media presently  Social media allows the individual to participate  Rise and adaptation of back channels  Risk bearers create demands for those in power to address via social media  Social media and crowd-sourced information  Use of mobile phones becomes central  Rise of Digital Humanitarian Ambassadors and Advocates

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Other tips to remember  Create listening/monitoring program  Understanding the amplification social media brings to crisis situations  Rise of digital empowered audiences  Understanding the need for personalized messages in real-time  Geography a key player in assessing and communicating during a crisis along with social media  Build transparent community and culture  Do NOT ignore / delete comments  Acknowledge responsibility + ask for clarification/information  Personalize responses and feedback  Provide timely updates / actions steps to take

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Must follows @nomorecrisis – Keeping the Wolves at Bay" | Bernstein Crisis Management Free Media Relations eBook