September 15, 2008
Social Media and Crisis Communications were the two dominant themes at the PRSA Northeast District Conference last week.
The Buffalo News recapped the Fisher Price seminar. Since they do such a good job, I figured it was best to just share the link. Enjoy.
September 11, 2008
The PRSA Northeast District Conference is off to a good start. If you did not come, you missed a great day with 240 people and more than 16 great sessions.
Delta had an interesting session on crisis communications, they looked at a numbr of situations that Delta has dealt with over the past few years – from hostile takeovers and bankruptcy to plane crashes.
A few key points from Delta – their crisis plan includes:
- 1st hour checklist detailing key activities and responsibilities
- Updated contact list fo all key stakeholders (partners, media, HR). Cresting a list during the crisis is the worst response
- 10 prepared, legal approved statements for response to common issues (investigating, condolences, etc)
- Instructions for other essential activities – changing pone messages, press release authorization, etc.,
- Spokespeople and spokesperson relief (a spokesperson loses effectiveness after 48 hours)
- How the communications crisis plan ties into the corporate
- practice, practice practice.
Some other thoughts they shared:
Timeliness is essential, but accuracy trumps timeliness
Plan for your spokespeople to not be there (out on vacation, etc.,)
Most importantly, Delta also indirectly reminded me that tech PR folks tend to use the term ‘crisis’ a bit to freely. We deal with important issues on a regular basis. Critical issues, even. But a ‘press release crisis’ really isn’t a crisis.