Crisis Management

through the eyes of a Multi-National A first hand experience

Mr. Alois Hofbauer, Managing Director, Nestle Lanka PLC

A perfect moment to cherish ...

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Why ?

Suddenly you are in the centre of the storm ...

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There will be blood on the floor!

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Lesson # 1 : Mourn and bury the crisis !

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Lesson # 2 : Get a great Consigliere !

Lesson # 2 : Crisis Life Cycle – It starts with issues !

Source : Era Ogilvy Public Relations Co., Ltd., Taiwan Branch

For your industry, you can early identify potential

issues …

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Lesson # 3 : Map out your issues !

Map out all your current concerns Anticipate potential issues Implications of above for your

organization

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Lesson # 4 : Get familiar with Social Media !

Crisis Life Cycle – Crisis stage !

Source : Era Ogilvy Public Relations Co., Ltd., Taiwan Branch

Important Crisis Assumptions to make !

The problem is much worse than it appears!

No secrets in the world! Your handling of the crisis will be

severely criticized!

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Why a Dual Path…

Your actions may be correct, but if you do not communicate …

Your actions may be correct, but if you do not communicate …

• no one will know you’re doing the best possible• speculation fills the vacuum• media and those affected may think

- you don’t care- you’re incompetent- you have something to hide

Why a Dual Path ?

Source : Era Ogilvy Public Relations Co., Ltd., Taiwan Branch

Communicating in a Crisis

“State clearly that you do not know all the facts.

Then promptly state the facts you do know. One's objective should be to get it right, get it quick, get it out, and get it over.

You see, your problem won't improve with age."

– Warren Buffet

….. and don’t lose

your brand voice in a

crisis.

Lesson # 5 – Never lose their trust!

Source : Era Ogilvy Public Relations Co., Ltd., Taiwan Branch

Lesson # 6 : Communicate!

Make sure you communicate with the right people, in the right order and know exactly who they are and how to contact them!

Source : Era Ogilvy Public Relations Co., Ltd., Taiwan Branch

First 24hrs can decide your destiny !

Crisis team in action Gather facts Instruction given to

security, switchboard, site locations

Agree on immediate strategies & actions

Craft immediate key messages

Set up media monitoring system

Assign supporting team & roles

Organize command centre logistics

Deploy helplines Put database strategy in place Develop press holding

statement, fact sheets Develop Q&As Inform employees, HQ &

other offices Post information onto web

site Prepare for the worst!

Lesson # 7 : Have a Crisis check list !

Source : Era Ogilvy Public Relations Co., Ltd., Taiwan Branch

Another beautiful day has dawned ...

WALKIN

G ON

THE

EDGE

Lesson # 8: Stay Alert !