1. Crisis Management

2. How to avoid a crisis  Stay on top of everything within your company  Listen to everything and always think how situations can turn bad  If you see something going bad speak up!!!

3. What do I do now?  Be truthful and honest  Be upfront  Be sensitive  Be apologetic  State the facts and nothing more  Hold a press conference and get the right information out there  Be the gatekeeper of your information Don’t let people speculate

4. What a crisis can do  A crisis can be a turning point in the history of an organization  The media will be informed by: Employees Competitors Customers

5. Framing the message  You must come up with a message and share it with everyone in the organization All employees must know and be informed of how to deal with customers and regulators Information is everything

6. Something happened, now what?  Create communication team with key people of all levels of the organization Inform CEO, board and senior management Inform key customers and employees Inform regulator  Keep information flowing and update all parties frequently

7. Being prepared  Have a crisis team in place and ready to act when a crisis takes place  Have a plan ready to go into effect  Have contact info of people that need info  Have 1 person dealing with the media  Put a senior level person in front of the media  Know the laws and regulations in your field as what you can and cannot say