'"Blood on the Floor or Name adored", the Role of Trust in a Crisis was presented by Jane Jordan-Meier at the International Conference of the IABC in Chicago June 2012
7. Trust is the New Currency
“The next stage in the evolution of new
media is the trust economy. Whereas
conversations served as the currency of
social media, conviction, credence and
value serve as the market for trust
economics.”
Brian Solis, December 9, 2009
T14: Jane Jordan-Meier
9. What is a Crisis?
• A show-stopping, people-stopping,
product- stopping, country-stopping event
• Media spotlight is firmly on you, your
brand, your response
– Significant business interruption
– Single moment in time
ALL crises have TRIGGERING events
•
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10. The Good
The Bad
and
The Ugly
Good
Egg
SPLAT!
T14: Jane Jordan-Meier
12. Characteristics of
Trust in a Crisis
•
• Fall in love with “We”
• Practice “Head and Heart”
• Act swiftly and with compassion
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13. Rudy Giuliani:
Mayor of the World
“Tomorrow New York is going
to be here. . . we're going to
rebuild and . . . be stronger than
we were before . . . I want the
people of New York to be an
example to the rest of the country
Good and the rest of the world, that
terrorism can't stop us. . .”
Egg
New York City Mayor, in 2001
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14. Michael McCain:
Deepest and Sincerest Good
Sympathies Egg
“. . . Our best efforts failed and we are deeply sorry.“
Maple Leaf Foods
President, in 2008
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16. Anna Bligh:
Crying for
http://www.youtube.com/watch?v=rq6-CBje2_M
Queensland
“We are Queenslanders . . . We’re
the people they breed tough of the
border. We’re the ones that they
Good knock down and we get up again.
It might be breaking our hearts,
Egg but it will not break our will.”
Ex-Premier, Queensland, Australia, in 2010
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17. “ “We’re sorry for the massive disruption it’s
caused. There’s no one who wants this over
SPLAT!
Tony Hayward
Tony Hayward.htm
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18. Rupert
SPLAT!
Murdoch
His empire in hot
water, the media mogul “insisted he
was not aware of – or responsible for – the
widespread hacking that took place at the
company’s . . . News of the World tabloid.”
Politico, July 19, 2011
“This is the most humble day of my life.”
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20. Egg on
the Face
“ . . . Obviously
it puts egg on
our face and we
deserve any
criticism we get, so feel free
to give it to us. We’ll probably agree
with you.”
Jaime Dimon
CEO, JPMorgan Chase
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21. Fukushima!
• “Former Japanese Prime Minister
Naoto Kan’s. . . government kept
the meltdown secret from the
Japanese public.”
• “. . . crisis was compounded by
human folly . . . before and after
the tsunami hit.”
730 on YouTube
March 14, 2012
http://www.youtube.com/watch?v=5NTCcruJsPE
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23. Why Some Leaders Shine
Good
Egg • Unconditional honesty from start
– “The number of casualties . . . will
be more than any of us can bear.”
• Excellent communication skills
– Perfect mix of shared grief and
consuming anger, à la Churchill
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24. . . . And Others Shame
Obfuscation
– "The Gulf of Mexico is a very big
ocean . . . . The volume of oil . . .
we are putting into it is tiny in
relation to the total water volume.“
Blame game
– "This was not our accident . . . This
was not our drilling rig . . . This was
Transocean's rig, their systems, their
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people, their equipment."
25. Essential
Good Characteristics
Egg
• Authenticity
• Compassion
• Courage
• Integrity
• Sensitivity
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27. •
•
So what does this all mean
for YOU?
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28. From One of Our Own
“Companies that help their employees tell
their corporate story, in blogs and social
media, will be trusted more than those who
just use traditional corporate communications
resources such as press releases and corporate
news sites.”
Steve Seager
President, IABC Dutch Chapter
January 25, 2012
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29. Six Things YOU Can Do
Know the end game
Be courageous
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30. Six Things YOU Can Do
Build dollars in the
trust bank
Train and test your
spokesperson
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31. Six Things YOU Can Do
Encourage training of front line le
Advocate one voice,
many people
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33. Yet More
Good
Egg • Practice Radical Transparency
• Honor International Trust Day
– 3 May every year
• Become very expert at what
you do and how you share
your expertise
•
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35. Resources
http://www.awpagesociety.com/insights/executive-summary
http://www.awpagesociety.com/insights/trust-report/
http://www.caringeconomy.org/
http://entente.com.au/idotoverview.aspx
http://www.reputationinstitute.com/thought-leadership/global-re
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36. Parting Thought
“Actions are the new words. We have a respon
•
•
•
•
•
Brad Shaw, Home Depot
Arthur W. Page Society: Building Belief
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37. Jane Jordan-Meier
www.crisismanagementbook.com
@janejordanmeier (Twitter)
Thank You!
jane@janejordan.net
Do connect.
The Four Highly Effective Stages of Crisis Management:
How to Manage the Media in the Digital Age
Australia: + 614-14 645 507
USA: +1-707-386-9864
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