12. lack of information + short decision time
Public motivated to reduce uncertainty
=
?
lots of uncertainty
Uncertainty avoidance leads to increased info seeking
Response in ďŹrst 24 hrs determines success
Need for good crisis communication
13. â Crisis communications is a branch of PR that is
designed to protect and defend an individual,
company, or organization, usually from a reactive
response, facing a swelling public challenge to its
reputation, brand, and community.
All thatâs required to ignite a negative ďŹrestorm is
a spark from a single voice or an organized
congregation. - Brian Solis
â
14. Crisis Communication 101
⢠Put the public ďŹrst
⢠Take responsibility for solving the problem
⢠Be honest
⢠Monitor news coverage & telephone inquiries
⢠Never say âNo commentâ
⢠Provide a constant ďŹow of info
⢠Communicate with key publics
⢠Be accessible
15.
16.
17.
18. Call centers canât handle that many requests:
Need for alternative communication method
19. 5
Cs of effective crisis comm.
⢠Concern
⢠Clarity
⢠Control
⢠ConďŹdence
⢠Competence
47. Credits:
Dr. Corinne Weisgerber
St. Edwardâs University
Blog: http://socialmediaprclass.blogspot.com
Email: corinnew@stedwards.edu
Twitter: @corinnew