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Crisis Management: Keeping your cool when everyone else is losing theirs

Crisis Management: Keeping your cool when everyone else is losing theirs. Scott O ’ Connell Nixon Peabody Boston, Ma Moderator. When a problem becomes a crisis. Panel Members. Bruce Batista Sherwin-Williams (Cleveland, OH) Sherrie Farrell Dykema (Detroit, MI) Michael Driscoll

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Crisis Management: Keeping your cool when everyone else is losing theirs

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  1. Crisis Management: Keeping your cool when everyone else is losing theirs Scott O’Connell Nixon Peabody Boston, Ma Moderator

  2. When a problem becomes a crisis

  3. Panel Members • Bruce Batista Sherwin-Williams (Cleveland, OH) • Sherrie Farrell Dykema (Detroit, MI) • Michael Driscoll M&T Bank (Buffalo, NY) • Steve Williger Thompson Hine (Cleveland, OH) • Josh Keller Deutsch Kerrigan & Stiles (New Orleans, LA)

  4. When is it a Crisis • Numbers affected • Severity of the injury • The exposure • Concurrent proceedings • Regulatory overlay • Assault to the core “brand” • Decided in the “Court of Public Opinion”

  5. “Houston: We have a problem”The First Signs of Trouble • Consumer complaints • Accidents/injuries • Unfavorable press • Product recalls • Regulatory investigations • Whistleblower complaints • Social media chatter

  6. The “Federal” Complaint Box CPSC Recalls Application Program Interface (API) Information

  7. Initial Considerations • Protect privilege • Assemble correct internal and external team • Coordinate investigation and response activities • Decide internal and external communications • Identify “face of the company” for communications

  8. Crisis Communications:Getting outside the “Cone of Silence”

  9. Effective Communication • “No Comment” is not an option • Communicate regularly with affected constituencies • Be honest and accurate-don’t overstate the circumstances • Take corrective action • Provide solutions to affected parties

  10. Social Media Strategy? • Can the chatter be ignored? • What is your goal? • What do you say? • When do you say it? • Who says it?

  11. Concurrent Proceedings:Managing in Multi-Dimensions • Regulatory actions • Criminal proceedings • Class action litigation

  12. Concurrent Proceedings

  13. Crisis Management: Be Prepared • Have a plan • Identify Educate and train your response team • Cause your team to work together in advance of a crises • Prepare the internal and external Media Strategy • Identify the media communications protocol • Identify the Important brand attributes that you want to underscore by responsive actions

  14. “Bleep”

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