Welcome to episode #049 of The Crisis Intelligence Podcast, with Melissa Agnes, Karen Freberg and Kristin Saling.
Karen Freberg and Kristin Saling are more than sisters, they’re research colleagues. They recently conducted a research study to determine the characteristics and attributes that make a good crisis communication message on social media. When I discovered their research, I knew I had to have them on TCIP to discuss their findings!
In this week’s episode of The Crisis Intelligence Podcast, I sat down with Karen and Kristin to discuss their study, its focus and its findings. What’s interesting (yet not surprising) is that the results of their study provide an academic research basis to support what crisis professionals in the field, such as myself, have been preaching and teaching to clients for years.
With that said, tune in to discover what their study suggests is the recipe for effective crisis management messaging on social media.
This episode of The Crisis Intelligence Podcast discusses:
- The Q-Sort method and how it was used to determine what makes a good crisis communication message.
- How different people want to receive different types of information and updates throughout a crisis.
- The results of the study: What actually makes a good crisis message on social media.
- What all of this means to your organization.
Karen and Kristin are both incredibly smart and fun to chat with – and listen to. Enjoy!
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Running time: 49:42
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Links to studies mentioned in this podcast
Download a copy of Karen and Kristin’s Situational Q-Sort Study (2013)
Download a copy of Karen and Kristin’s article: “Using value modeling to evaluate social media messages: The case of Hurricane Irene”
About host, Melissa Agnes
Learn more about Melissa Agnes
Follow Melissa on Twitter: @melissa_agnes
Connect with Melissa on LinkedIn
Email Melissa directly: melissa@melissaagnes.com
Learn more about Agnes + Day, Melissa’s crisis management firm.
About guest, Karen Freberg
Check out Karen’s blog: karenfreberg.com/blog
Follow Karen on Twitter: @kfreberg
About guest, Kristin Saling
Check out Kristin’s blog: kcsaling.com
Follow Kristin on Twitter: @kcsaling
Thanks to Karen and Kristin for taking the time to share your study and its findings with us!
Author of Crisis Ready: Building an Invincible Brand in an Uncertain World, Melissa Agnes is a leading authority on crisis preparedness, reputation management, and brand protection. Agnes is a coveted keynote speaker, commentator, and advisor to some of today’s leading organizations faced with the greatest risks. Learn more about Melissa and her work here.
Thank you again, Melissa, for giving us the opportunity to discuss our research with you and your audience! And I love the term “the recipe for effective crisis management messaging” – not just because I’m a passionate foodie, but it really is what we’re trying to construct!
Thanks to the both of you for taking the time to have this great conversation with me. I enjoyed our time together and I know listeners enjoyed hearing about your study as well!