This Crisis Media Training workshop focuses on the need for successful interaction with the media. After completing our training, your employees will have the skills necessary to confidently and correctly manage media contacts.
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Crisis Training Workshops
A Crisis can happen to any
organization, at any time. We specialize in preparing people
to manage a crisis while communicating effectively with the media. For more information please call or email us.
Sail to Success -
Social Media, the New
Tool in Crisis
Management
Traditionally companies
had at least a day to
respond to any crisis
management situation and
still keep face. However
with the growth of the
internet and in
particular the growth of
social media, this time
has now been reduced to
just a couple of hours.
You should have a crisis
management plan that is
in the 21st century.
Two companies have
recently failed to
recognize the power of
the internet in
restoring brand
confidence. The first
was a major car dealer
who failed to address
all its safety issues at
once and as a result the
negative stories about
customers fearing for
their lives as their
brake pedals failed has
run on and on.
The other was a
children's pushchair
manufacture who
announced that some
pushchairs were being
recalled in the USA as
there were reports of
children losing their
fingers. However the
crisis communications in
the European markets
were that all was fine
and no products needed
to be recalled. This
left parents in a state
of confusion and forums
were filled with
concerns over safety.
There is still this
worry that communicating
on line will lead to
further negativity.
However, in this age
consumers are crying out
for this type of crisis
management interaction,
relationship and
reassurance from brands.
Let's face it we are all
increasingly turning to
the internet to research
products before we
purchase.
Interestingly, the
largest UK airline has
understood the benefit
of crisis management and
communicating on line
and is using You Tube as
part of its crisis
management strategy. It
is showing footage of
the CEO to provide
reassurance with the aim
to help build its
reputation.
Some companies can be
praised for their quick
response for example an
international pizza
delivery company made a
video for reassurance in
response to some
employees being silly
with the cheese topping
from their pizzas. A
more human crisis
management approach was
also demonstrated by the
second largest retailer
in the UK when an ex
employee made a video
running a riot in store.
The company responded on
You Tube at a corporate
level but also videos
were posted from staff
members from the same
store expressing their
shame and embarrassment
at their former
colleague's actions.
Getting crisis
management right by
reacting quickly can
even improve a brands
reputation, for example
a major British clothing
retailer built a whole
campaign around wrongly
charging ladies extra
for bigger sized bras.
They said sorry and
turned the negative into
a positive and refunded
the difference. A crisis
management approach like
this can often even
drive up sales or at
best retain current
customers.
Thus in essence consumer
conversations can make
or break the reputation
of a brand. If companies
do not respond to this
new evolving crisis
management media vehicle
quickly then they are
more likely to find
themselves with a dented
reputation which is
beyond repair.
Source:
Anthony Sudbury
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