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www.housing.org.uk
Annual Conference and Social
Housing Exhibition
17 – 19 September 2012
Sponsored by:
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www.housing.org.uk
B7: Communications masterclass –
crisis management
Speaker: Paul Baverstock
Managing Director, Corporate Reputation, MHP Communications
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Communicating in a crisis
Paul Baverstock MHP Communications
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Why Managing a Crisis Matters
"It takes 20 years to build a reputation and 5 minutes to ruin it“
- Warren Buffett
"90 percent of a crisis response is communications“
- Barbara Reynolds, Center for Disease Control, USA
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Defining a Crisis
1) Danger; there is a threat
2) Surprise; you don’t know it’s coming
3) In Real-Time; not time to plan, it’s happening
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Your environment
Universal Credit Housing Revenue Account
Affordable Rent
Earning Cap NAO - Viability
of the social housing sector
Right to Transfer and Right to
Manage
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Crisis Management: The Good, The Bad, and The Ugly
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Virgin Trains Crash Cumbria
8
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Sexual Discrimination at Nomura
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BP and Deepwater Horizon
10
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Crisis communications
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Six Principles
1. Preparation
2. Leadership
3. Decisiveness
4. Communication
5. Perspective
6. Vigilance
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1. Preparation; be as ready as you can be:
• Training
• Scenario planning (issues)
• Decision making
• Audiences (stakeholders)
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2. Leadership; take charge at the highest levels:
• Visibility • Accountability • Integrity
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3. Decisiveness; decide what needs to be done and by when
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4. Communication; tell people what to expect and when
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5. Perspective; it always feels worse in the moment
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6. Vigilance; if it’s happened once....
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Crisis Response Tools
Stakeholder mapping
Scenario planning
Media training
Crisis manual & issues book
24 hour press office
Key messages and Q&A
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What Next?
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Back to your issues
Universal Credit Housing Revenue Account
Affordable Rent
Earning Cap NAO - Viability
of the social housing sector
Right to Transfer and Right to
Manage
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Crisis
Personnel
Finance Safety
Politics
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1. Assess your risks
2. Make a plan
3. Train your staff
4. Hold on tight
Tomorrow
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Paul Baverstock Managing Director | Corporate Reputation 020 3128 8100 [email protected]
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www.housing.org.uk
Annual Conference and Social
Housing Exhibition
17 – 19 September 2012
Sponsored by: