A viewer recently asked me whether or not there is a difference between managing an online crisis vs. managing an offline crisis. They wondered if there were additional steps that may need to be taken when managing the former and, if so, what they are.
As this is a common question, I thought I’d answer it in this week’s #crisisready video, where I take the opportunity to make a very important statement. Take a look!
I’d love to hear what you think!
Comment below or use the hashtag #crisisready on Twitter and let’s continue this conversation.
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.
Hi Melissa,
I partially agree you. Perhaps there is no separation between online and offline crisis but the truth is that social media have introduced an ‘urgency’ component: today you have to react much more quickly after the outbreak of a crisis in the online channel because it spreads much earlier than in the past when we only had offline media. In the social media era rumors about companies, politicians or ceo’s spreads like wildfire. So all of them are under greater risks… What do you think?
Hi Javier,
Yes, you are absolutely correct. What I was trying to communicate through this video is that what you have said is true of ALL crises today, as all crises will have some form of online and social media presence. This is just a crisis management reality. Therefore, all crises need to be responded to appropriately and with minimal delay. Segregating crises as “online” and “offline” no longer makes sense and will only hinder the organization’s ability to respond effectively.