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Page 1: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A
Page 2: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A
Page 3: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A

Organizations worked w/ on Crisis

Page 4: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A

Agenda

Defining what a

reputation is

Current case

studies & lessons learned

Best practices

Q&A

Page 5: 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]

Page 6: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A

Photo by - Creative Commons Attribution-NonCommercial-ShareAlike License https://www.flickr.com/photos/60648084@N00⣫⣤⣇⣤ Created with Haiku Deck

Reputations can also be damaged by

sharks

Page 7: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A
Page 8: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A
Page 9: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A
Page 10: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A
Page 11: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A
Page 12: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A

Photo by Björn Söderqvist - Creative Commons Attribution-ShareAlike License https://www.flickr.com/photos/16818296@N00 Created with Haiku Deck

Page 13: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A
Page 14: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A

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

Page 15: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A

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

Page 16: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A
Page 17: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A
Page 18: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A
Page 19: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A

Photo by DarthNick - Creative Commons Attribution-NonCommercial License https://www.flickr.com/photos/21134226@N06 Created with Haiku Deck

Page 20: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A

Photo by kugel - Creative Commons Attribution-NonCommercial-ShareAlike License https://www.flickr.com/photos/57768341@N00 Created with Haiku Deck

Page 21: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A
Page 22: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A

Photo by wbeem - Creative Commons Attribution-NonCommercial License https://www.flickr.com/photos/52254014@N00 Created with Haiku Deck

Page 23: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A

Photo by Pink Sherbet Photography - Creative Commons Attribution License https://www.flickr.com/photos/40645538@N00 Created with Haiku Deck

Measuring sentiment &

reputation

Page 24: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A

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

Page 25: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A

Photo by Stuck in Customs - Creative Commons Attribution-NonCommercial-ShareAlike License https://www.flickr.com/photos/95572727@N00 Created with Haiku Deck

Big digital world out thereLots of opportunities [& risks]

Page 26: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A

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

http://ow.ly/SLOvB
http://ow.ly/SLOvB
Page 27: Organizations worked w/ on Crisis Agenda Defining what a reputation is Current case studies & lessons learned Best practices Q&A

Questions or [email protected] @kfreberg


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