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Profesor Netzley's speech on Crisis Communication in our Digital Media Class at SMU.

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Crisis 2.0: Listening and Interacting with the Blogosphere During Difficult Times How Social Media Tools Can Help Mitigate Crises Michael Netzley, PhD CommunicateAsia blog
Always Remember
Key Points
Key Points: Social Media During a Crisis ,[object Object],[object Object],[object Object],[object Object],[object Object]
Blogging During a Crisis What kind of bad or ugly news might be the worst form of reputational crisis you can imagine for your company to experience?
Child Porn + [Your Brand]
Events for TOR Servers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
TOR’s Response ,[object Object],[object Object],[object Object],[object Object],[object Object]
TOR’s Response ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Preparing: What to Do Beforehand ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
 
JetBlue Cancels 1,102 Flights Hesitation to cancel during a nasty ice storm Wednesday set off a chain reaction that trapped hundreds of JetBlue passengers on the tarmac for hours, left others waiting in airports without information and enraged thousands of customers. Meanwhile, other airlines' customers at least understood that their flights were canceled and went home or sought other transportation. http://www.washingtonpost.com/wp-dyn/content/article/2007/02/19/AR2007021901081.html
JetBlue Apologizes Directly to Public
Acting: What to Do When Crisis Hits ,[object Object],[object Object],[object Object],[object Object],[object Object]
Five Communication Strategies During the Crisis ,[object Object],[object Object]
Five Communication Strategies During the Crisis ,[object Object],[object Object]
Five Communication Strategies During the Crisis ,[object Object],Five strategies from Coombs (1999) On-going Crisis Communication .
Crisis: What Not to Do
Crisis and Best Practices ,[object Object],[object Object],[object Object],[object Object],[object Object]
Best Practices Before a Crisis ,[object Object],[object Object],[object Object]
Best Practices During a Crisis ,[object Object],[object Object],[object Object]
Best Practices After a Crisis ,[object Object],[object Object],[object Object]
Questions?
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  • 13. JetBlue Cancels 1,102 Flights Hesitation to cancel during a nasty ice storm Wednesday set off a chain reaction that trapped hundreds of JetBlue passengers on the tarmac for hours, left others waiting in airports without information and enraged thousands of customers. Meanwhile, other airlines' customers at least understood that their flights were canceled and went home or sought other transportation. http://www.washingtonpost.com/wp-dyn/content/article/2007/02/19/AR2007021901081.html
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