4 a crisis “an issue ignored is a crisis invited” dr henry kissinger “a crisis is an...
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A crisis
“An issue ignored is a crisis invited”Dr Henry Kissinger
“a crisis is an unexpected and detrimental situation or event”
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A PR crisis
Crisis communication can play a significant role by transforming the unexpected into the anticipated and responding accordingly.The aim of crisis communication .. is to assist organisations to achieve continuity of critical business processes and information flows under crisis, disaster or event driven circumstances.
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Top 10 2012 crises
Think about similarities and differences?What could have been done differently?What is the impact on reputation?Do you agree with the ranking?Will follow these and other crises as they unfold and their lessons for the module
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Top 10 crises of last seven months
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Top 10 PR crises
http://www.youtube.com/watch?v=ZURtSQDxhWs
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http://www.youtube.com/watch?v=FUG0BSaCLr0
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http://www.youtube.com/watch?v=6QG0OUGGasI
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http://www.youtube.com/watch?v=LLu7H3zE40g
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http://www.youtube.com/watch?v=t2Ilo53FcsY
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Exercise and discussion
1. What are the similarities?2. What are the differences?3. What could have been done differently?4. What is the impact on reputation?5. Do you agree with the ranking?
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What leads to crises?
The Seven Deadly Sins:•It will never happen here•I don’t care how it looks•Let them eat cake
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What leads to them?• It’s not our fault• Just say “No comment!”• Just numbers on a balance sheet• React first, think later
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An A-Z of media crises • Aggressive reporters• Bad mouthing staff• Celebrity indiscretions• Data issues • Expenses • False accusations
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An A-Z of media crises • Fraud and finances• Footballers• Fire• Government investigation• Health scandals • Inspections (schools, councils)
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An A-Z of media crises • Junketing • Kate Middleton• Lying politicians • Malicious competitors • NIMBYs • Online issues, hacking
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An A-Z of media crises • Product tampering• Quotes out of context• Rumours • Regulators • Sexual harassment • Trademark infringement
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An A-Z of media crises • Unethical behaviour • Very angry customers • Whistle-blowers• X-rated content • You Tube videos• Zionist abusers
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How crises unfold
1 – Origin: potential issuesThe stage when an organisation attaches significance to a perceived problem or opportunity that is a consequence of a developing political/regulatory, economic and social trend.
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How crises unfold
2 – Mediation and amplification: emerging issueAs momentum builds with the mass media, the concern becomes a public issue, followed by a gradual increase in the level of pressure on the organisation to accept it. It is relatively easy for the organisation to intervene and play a proactive role
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How crises unfold
3 – Organisation: current and crisis issueThe issue is displaying its full potential to those involved. Groups begin to see a resolution to the conflict that is either in their best interest or minimises potential reputational damage. It is very difficult to influence the situation now
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How crises unfold
4 – Resolution: dormant issueThe issue receives the attention of public officials and enters the policy process, either through changes to legislation or new, costly regulation. Opportunity to move on, restore the brand
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Next time…
Look out for crises and think about how the media covers them