DRIKL2016 - Crisis Management in the Digital Age

CrisisManagementintheDigitalAge:THECHANGESANDWHATITMEANSFORCORPORATESURVIVAL

BYJANEJORDAN – 23AUGUST2016

DRIKL2016/PAPER1-JANEJORDAN Slide1

Slide2DRIKL2016/PAPER1-JANEJORDAN

SmartphoneObsession


There cannot be a crisis next week.

My schedule is already full.

“”HenryKissinger,formerUSSecretaryofState

WhyCrisisManagementhaschangedforever


Dramaticnewstravelsfasterthanever

Trends

Slide5

• Intergenerationalchange

• Livestreaming/tweeting/blogging

• RoleofInfluencers

• Riseandriseofvideo

• Bigchangesinpublicexpectation

DRIKL2016/PAPER1-JANEJORDAN

TrustinMalaysia

Slide6

• PercenttrustinthefourinstitutionsofGovernment,business,mediaandNGOs,2015vs.2016


Source: 2016 Edelman Trust Barometer

Informed Public

General Population

NGOs Business Media Government

+4 0 +13 -11

2015 2016

+2 -2 -1 -7

Malaysiamoreoptimisticthanthemajorityofcountries

Slide7

• PercentoftheInformedPublicvs.MassPopulationwhobelievetheyandtheirfamilieswillbebetteroffinfiveyears’time


Source: 2016 Edelman Trust Barometer

50%

In 19 of 28 countries, less than half of Mass Population think they will be better off in five years

Informed Public

MassPopulation

17 10 12 13 10 21 10 13 18


StateoftheNation

Av. = 80 minutes: double global average

IntergenerationalChange


Google Rules Pushing Boundaries

LiveEverythingEverywhere


Live Tweeting Decisions Drones play a role

The immediacy with which often violent events are broadcast by anyone anywhere is changing how we experience crisis

RiseandRiseofVideo


Facebook all video in 5 years

Everyone’s doing it! Today, live streaming is easier, cheaper, faster and more effective than ever before.

Av. = 80 minutes: double global average

Influencers:KeyRole


Need Third Party Allies Who’s Who in Malaysia

DramaticChangesinPublicExpectation

Slide13

• Webusersturntosocialmediatoseekhelpforthemselvesorothersduringemergencies– andtheyexpectfirstresponderstobelistening

• 24x7newscycle=15minutesorlesstorespond

• Tweetingbeforeaskingforhelp



12:45pm AEDT

1:47pm

2:28pm

Whattodo?


Responding fast can reduce crisis duration by 50%

16

Gettingthebalanceright

Front-Line:BestDefenseandOffense


Monitor,Monitor,Monitor

Slide18

Sethourlyanddailycrisisthresholds• Usehistoricaldatato

calculatehourlyanddailythresholdsforvolumeandsentiment

• Usesentimenttotriggerhumanresponse

• Multipleteammembers


Sociallisteningmetricsmatter

Howdoyouknow?

Slide19

HashourlythresholdbeenexceededformorethanTHREEhours?

Hasanymediaoutletorinfluencerstalkedabouttheissue?

Hasthespikeexceededthedailythreshold?


Checklist

Slide20

q Relevance– whattypeofcontent?q Engagement– howactive?q Authenticity– iscontentgenuine?q Frequency– howoftenaretheyposting?q Reach– uniquevisitors+channelreach


So…areyoucrisis-ready?Doyouhaveacrisis-readyculture?Toptobottom,andacross?Isyourplanatomefortheauditorsora2-pager,grab’ngoplananyonecanpickup,useandknowwhatthey’redoing/saying?Haveyouappliedthesamelevelofdiligencetoyourcrisiscommunication asyourriskmitigation?Areyourcrisisprotocolsuptodate(copewitha15minuteturnaroundonapprovals)?Haveyoutemplatesapprovedandreadytogo?Scriptsforlivestreaming?Areyourspokesperson(andtheirback-ups)testedandvalidatedunderpressure(EQornot)?TeamstrainedforFacebookLive?Areyoursocialmediamonitoringplansinplace?

OldPrinciples,NewRules

Slide22

Changeseverythinganditchangesnothing!• Speedandinteractionhaschanged

• CharacterisshownbyactionNOTwords

• Transparency&authorityareKEY

Words• Deliveredwithincrediblespeed(24seconds)

• Focusedon(most)direct,interactivecommunicationwiththosewhomatterMOST

• Highdegree oftransparency



It takes 20 years to build a reputation and five minutes to

ruin it

“”WarrenBuffet


DoConnect!


DoConnect!LinkedIn:

https://au.linkedin.com/in/jordanjanePhone:

+61292205103Email:

[email protected]:

@coachingwithGAIAWebsite:

www.gaiacoachinggroup.com.auBook:

“TheFourHighlyEffectiveStagesofCrisisManagement:HowtoManage

theMediaintheDigitalAge”publishedbyCRCPress,April2011