![Page 1: Crisis Management: Keeping your cool when everyone else is losing theirs Scott O’Connell Nixon Peabody Boston, Ma Moderator](https://reader035.vdocuments.us/reader035/viewer/2022070414/5697c01a1a28abf838ccecd6/html5/thumbnails/1.jpg)
Crisis Management: Keeping your cool when
everyone else is losing theirs
Scott O’ConnellNixon Peabody
Boston, MaModerator
![Page 2: Crisis Management: Keeping your cool when everyone else is losing theirs Scott O’Connell Nixon Peabody Boston, Ma Moderator](https://reader035.vdocuments.us/reader035/viewer/2022070414/5697c01a1a28abf838ccecd6/html5/thumbnails/2.jpg)
When a problem becomes a crisis
![Page 3: Crisis Management: Keeping your cool when everyone else is losing theirs Scott O’Connell Nixon Peabody Boston, Ma Moderator](https://reader035.vdocuments.us/reader035/viewer/2022070414/5697c01a1a28abf838ccecd6/html5/thumbnails/3.jpg)
Panel Members• Bruce Batista
Sherwin-Williams (Cleveland, OH)
• Sherrie Farrell Dykema (Detroit, MI)
• Michael Driscoll M&T Bank (Buffalo, NY)
• Steve WilligerThompson Hine (Cleveland, OH)
• Josh Keller Deutsch Kerrigan & Stiles (New Orleans, LA)
![Page 4: Crisis Management: Keeping your cool when everyone else is losing theirs Scott O’Connell Nixon Peabody Boston, Ma Moderator](https://reader035.vdocuments.us/reader035/viewer/2022070414/5697c01a1a28abf838ccecd6/html5/thumbnails/4.jpg)
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”
![Page 5: Crisis Management: Keeping your cool when everyone else is losing theirs Scott O’Connell Nixon Peabody Boston, Ma Moderator](https://reader035.vdocuments.us/reader035/viewer/2022070414/5697c01a1a28abf838ccecd6/html5/thumbnails/5.jpg)
“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
![Page 6: Crisis Management: Keeping your cool when everyone else is losing theirs Scott O’Connell Nixon Peabody Boston, Ma Moderator](https://reader035.vdocuments.us/reader035/viewer/2022070414/5697c01a1a28abf838ccecd6/html5/thumbnails/6.jpg)
The “Federal” Complaint Box
CPSC Recalls Application Program Interface (API) Information
![Page 7: Crisis Management: Keeping your cool when everyone else is losing theirs Scott O’Connell Nixon Peabody Boston, Ma Moderator](https://reader035.vdocuments.us/reader035/viewer/2022070414/5697c01a1a28abf838ccecd6/html5/thumbnails/7.jpg)
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
![Page 8: Crisis Management: Keeping your cool when everyone else is losing theirs Scott O’Connell Nixon Peabody Boston, Ma Moderator](https://reader035.vdocuments.us/reader035/viewer/2022070414/5697c01a1a28abf838ccecd6/html5/thumbnails/8.jpg)
Crisis Communications:Getting outside the “Cone of Silence”
![Page 9: Crisis Management: Keeping your cool when everyone else is losing theirs Scott O’Connell Nixon Peabody Boston, Ma Moderator](https://reader035.vdocuments.us/reader035/viewer/2022070414/5697c01a1a28abf838ccecd6/html5/thumbnails/9.jpg)
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
![Page 10: Crisis Management: Keeping your cool when everyone else is losing theirs Scott O’Connell Nixon Peabody Boston, Ma Moderator](https://reader035.vdocuments.us/reader035/viewer/2022070414/5697c01a1a28abf838ccecd6/html5/thumbnails/10.jpg)
Social Media Strategy?
• Can the chatter be ignored?
• What is your goal?• What do you say?• When do you say it?• Who says it?
![Page 11: Crisis Management: Keeping your cool when everyone else is losing theirs Scott O’Connell Nixon Peabody Boston, Ma Moderator](https://reader035.vdocuments.us/reader035/viewer/2022070414/5697c01a1a28abf838ccecd6/html5/thumbnails/11.jpg)
Concurrent Proceedings:Managing in Multi-Dimensions
• Regulatory actions• Criminal proceedings• Class action litigation
![Page 12: Crisis Management: Keeping your cool when everyone else is losing theirs Scott O’Connell Nixon Peabody Boston, Ma Moderator](https://reader035.vdocuments.us/reader035/viewer/2022070414/5697c01a1a28abf838ccecd6/html5/thumbnails/12.jpg)
Concurrent Proceedings
![Page 13: Crisis Management: Keeping your cool when everyone else is losing theirs Scott O’Connell Nixon Peabody Boston, Ma Moderator](https://reader035.vdocuments.us/reader035/viewer/2022070414/5697c01a1a28abf838ccecd6/html5/thumbnails/13.jpg)
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
![Page 14: Crisis Management: Keeping your cool when everyone else is losing theirs Scott O’Connell Nixon Peabody Boston, Ma Moderator](https://reader035.vdocuments.us/reader035/viewer/2022070414/5697c01a1a28abf838ccecd6/html5/thumbnails/14.jpg)
“Bleep”