organizations worked w/ on crisis agenda defining what a reputation is current case studies &...

Organizations worked w/ on Crisis

Agenda

Defining what a

reputation is

Current case

studies & lessons learned

Best practices

Q&A

Image retrieved from Gini Dietrich [SpinSucks Blog]

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Reputations can also be damaged by

sharks

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What are the differences?

Victim•Natural Disasters•Workplace Violence•Focusing on safety and well being

Accidental

•Product Tampering•Addressing concerns from customers

Intentional

•Hacking•Cyber bullying•Reputational misdeeds and issues

Social media presently

Social media allows the individual to participate

Rise and adaptation of back channels Risk bearers create demands for those in

power to address via social media Social media and crowd-sourced

information Use of mobile phones becomes central Rise of Digital Humanitarian Ambassadors

and Advocates

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Measuring sentiment &

reputation

Other tips to remember

Create listening/monitoring program

Understanding the amplification social media brings to crisis situations

Rise of digital empowered audiences

Understanding the need for personalized messages in real-time

Geography a key player in assessing and communicating during a crisis along with social media

Build transparent community and culture

Do NOT ignore / delete comments

Acknowledge responsibility + ask for clarification/information

Personalize responses and feedback

Provide timely updates / actions steps to take

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Big digital world out thereLots of opportunities [& risks]

Must follows in #CrisisPR

• @Melissa_Agnes• @bernsteincrisis& @nomorecrisis

– Keeping the Wolves at Bay" | Bernstein Crisis Management Free Media Relations eBook http://ow.ly/SLOvB

• @Cksyme• @janejordanmeier

Questions or Comments?karen.freberg@louisville.edu @kfreberg