Over the last week you’ve heard from myself as well as other crisis management pros in the industry, about ways and the importance of handling both global and local online issues. Today I’d like to share with you another important message on the subject, this time from crisis management pro and author, Jane Jordan-Meier. Jane writes:
“Here is what the current terrain looks like: Every customer with a smartphone has the potential to post ruining comments or footage to social media sites. An off-the-cuff remark made to a local news blogger by a regional executive at a local agricultural fair in Australia can reverberate through European stock markets as robots aggregate and push online alerts by company name. Mainstream media continues to produce serious, long-form investigative journalism using social media as well as shoe leather.
Combine that terrain with the 24/7 news cycle, it is critical that a global brand has guidelines and protocols in place for when a crisis hits in one time zone; the left must know what the right hand is doing. There are implications for shift hand-overs, much like the medical world when nurses and doctors hand-over in intensive care. Lives are on the line, reputations are at stake. Everyone needs to know what has taken place, what actions have been implemented and what still needs to be done and exactly who is empowered to make what decisions.
It is also very useful to understand and follow the predictable patterns that the media report a crisis – in four very distinct, predictable stages – and how that may unfold around the globe with different cultural implications.
Bottom-line – have a “triage” team that is well drilled, well trained, well-resourced and very well disciplined with a deep understanding of cultural nuances, both at an organization and regional level.”
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.
Thanks Melissa. I am delighted to be featured in your blog. I would also add that in this 12/4 news cycle that speed if of the essence. There is a need to respond within 15 minutes of an event happening, and continously to mitgate rumours and other risks. Also carefully monitor comments as one is open to defamation. Works both ways – for the company and also for the person posting.
Thanks to YOU, Janie! And excellent additional input. I'm especially happy to hear you say "within 15 minutes of an event happening". So many companies still don't get this necessity. Many have adapted the 30-60 minute response rule, but it can't be stressed enough that the sooner an incident is responded to and addressed, the sooner the company or organization is able to regain control and protect their reputation.
Thanks again, Janie!