coaching day crisis communications
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Coaching DayCRISIS COMMUNICATIONS
Miguel López-Quesada GilChief Communication Officer
@mlopezquesada
Crisis/Miguel López-Quesada/EACD 2012
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Goals for today
• Provide tools for online & off line crisis management
• Learn together from our own mistakes
• Increase value of DirComs within organizations
– Sorpresa– Imprevisibilidad– Urgencia– Desestabilización– Falta de información– Sensación de persecución
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Somebody to blame Something at stake
Somebody will find out
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Before the CrisisPREPAREDNESS
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Manual1970-2005
System2005-2010
Contingency2010-today
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External advisors
Technical staff
Corporate Staff
Commercial staff
Top Management
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Psychological profiles
Strategyst
CreativePessimistic
Tactical
Leader
Doer
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When crisis hits
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Crisis life cycle
PRELIMINARY
ACUTEORGANI CCHRONIC?
POST-TRAUMATIC
PREPAREDNESSRead the signs
ACTIONExpect the worst
MANAGEMENTAssume mistakes
RECOVERYClosing
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DENIALANGER
NEGOTIATION
DEPRESSION
ACCEPTANCE
Dr. Kubler Ross
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Muchas gracias. Mucha suerte
mlopezquesada@zed.com@mlopezquesada
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SilenceDenialBlame the deadConfess
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– Crisis 24/7
– Real time management
– Hype or real?
– New (No?) rules of the game
Crisis management 2.0
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24New risks
HackingBombing
Badvocacy
Viral
Phising
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Check your website
Technorati
Google Alerts
SM Monitoring
Dashboard
SM Corporate Groups
Crisis wiki
Dark site
Business continuity
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Crisis vs. Issues
Turbo
Owner
Guest star
Endogenous fix
Reactive approach
Diesel
Shared
Choral
Collaborative response
Preventive approach
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Politics & crisis
CSR
Reputational capital
Newsworthy
Competition
Contract with society
Votes
News-maker
Opposition
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Seismic wavesAfter 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
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Decissions Coverage Damages
Procedures Friends & Foes ImpactVotes & Reputation
Change Confirm Award Punish Demote Promote
Knowledge Management
Privilege of the #1Beware of premature endingDocument key decissions for Court
Closing a crisis
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My key learnings
– 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!
Solving a crisis starts far before the crisis happens
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Good luck!
mlopezquesada@zed.com@mlopezquesada
www.comunicaciondecrisis.wikispaces.com
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