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Crisis Communication in the Age of Social Media

Crisis Communication in the Age of Social Media. [ the cyphers agency ]. Who Are We?. What You’ll Learn Today. How crisis communication has changed. How to create a robust crisis communication plan. Best practices for a well implemented plan.

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Crisis Communication in the Age of Social Media

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  1. Crisis Communication in theAge of Social Media • [ the cyphers agency ]

  2. Who Are We?

  3. What You’ll Learn Today • How crisis communication has changed. • How to create a robust crisis communication plan. • Best practices for a well implemented plan. • Good and bad brand examples of new age crisis communication.

  4. Crisis Communication: Before and After • Social media changed the game.

  5. Risk = Hesitation

  6. Be Proactive • Build an audience before you really need them. • Have a plan because something will happen.

  7. Crisis Communication Plans • Have one for your day-to-day management AND for those elevated scenarios.

  8. Basic Components of a CCP • Roles • Communication Protocols • Legal Implications / Requirements • Audience • Tone and Voice • Hypothetical Situations & FAQs

  9. Team Members & Roles

  10. Communication Protocols

  11. Include Language from Legal

  12. Hone Messaging for Your Audience

  13. Establish Tone and Voice

  14. Create Hypothetical Scenarios and FAQs

  15. The Good, Bad, and Ugly: • Brand Scenarios

  16. FedEx: December 2011

  17. Red Cross

  18. #NBCfail

  19. Kashi

  20. How can you manage all of this?

  21. Final Take Aways: • Start building an audience BEFORE a crisis occurs • Draft a robust crisis communication plan • Update your plan often • How to listen • Act quickly, be transparent, put your plan into motion • Eventually, move on

  22. Questions? • info@thecyphersagency.com • www.thecyphersagency.com

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