Why Internal Communications is Critical During a Crisis
In the rush to deal with the crisis and the impact on external audiences, internal communications can sometimes be forgotten. However, with the right approach, effective internal communication can be one of the most effective ways of ensuring that your crisis does not get any worse. In this session, John will share with you best practices in internal communications for crisis management, as well as lessons learned from the COVID-19 crisis that will help you communicate quickly and effectively to your entire organization.
John Alderman, North America Communications Director, Sage
Headlines such as "Cyberattacks on the rise during the Covid-19 pandemic", "How Is Covid-19 Creating Data Breaches?","Top Cyber Security Experts Report: 4,000 Cyber Attacks a Day Since COVID-19 Pandemic" show that aside from COVID-19, 2020 will also be remembered as the year that security events exploded and cybercides transformed society in numerous ways.
In this interactive session Vitor will help you educate your workforce on potential cyber threats, identify which data needs to be absolutely protected, as well as plan in advance for a cyber attack but most importantly rebuild trust with consumers after a security breach in your organization.
Vitor de Souza, VP Communications, Cisco, USA
Crisis Communications -- Six Rules for Managing Emerging Issues at Your Organization
One poorly managed issue or incident can quickly and thoroughly threaten the reputation of any organization. But many organizations do not invest the necessary time and resources to plan for existential crises and other emergencies, hoping instead that they will somehow be lucky enough to escape the inevitable.
Fortunately, there are steps that any organization can take to be better prepared. Greg's presentation will outline six practical rules that will enable communicators to anticipate, manage and deal with the aftermath of crises.
Greg Trevor, Associate Vice President for Marketing & Communications, University of Georgia
Lunch Break
Lessons Learned from COVID- 19 - Virtual Media Briefings: The Press Conference is Reborn
Besieged with media requests regarding COVID-19, the patient surge, and vaccines, the Mayo Clinic media relations team began offering virtual media briefings several times per week starting in September as one of many crisis management tactics. These briefings quickly became an effective and efficient way of using experts’ time and satisfying numerous media requests simultaneously. In the age of COVID-19, the press conference was reborn.
In this session, Mayo Clinic will share their learnings and tips to make virtual media briefings successful - in times of crisis or not - as well as metrics and results.
Ginger Buxa Plumbo, Communications Manager, Mayo Clinic
Lessons Learned From the Ebola Crisis in 2014 and How Those Tactics Were Applied to the COVID-19 Crisis
In this session, Emory University’s Vice President for Academic Communications and Reputation Leadership will share with you how Emory managed the communications around the treatment of four Ebola patients in 2014, and how strategy and tactics deployed then have been applied to the COVID-19 crisis. Nancy will reveal tips to help you prepare BEFORE the emergency hits, and how to quell public fear and misinformation that could damage an organization’s reputation, internally and externally.
This session will also help you understand how to determine if your crisis really is a crisis, the best ways to prepare and collaborate with stakeholders, how and when to assemble the players and their roles, as well as why organization leaders and subject matter experts must be front line with internal communications, and tips for managing a torrent of media.
Nancy Seideman, Vice President for Academic Communications and Reputation Leadership, Emory University
Networking and Refreshment Break
Recovering After a Crisis: Strategies to Heal Brand Reputation
In this session Sandra will share with you how to create the right recovery plan to rebuild your organization's reputation after a major crisis. The session will include tips on when and how to return to normal messaging and train yourself and your team for the shift from crisis management to reputational repair.
Sandra Fathi, Chief Strategy Officer, Grergory FCA
Understand the Role of Data in Crisis Planning
“Only 30% of marketers and PR pros say they conduct a risk assessment of potential threats to their brand’s reputation about once per year.” - Crisp and PR News
This session will discuss how to use data effectively. It is not just about uncovering what happened “after” a crisis, it is about being prepared before the crisis, being able to make real-time decisions during the crisis, digesting what to takeaway as lessons for the next crisis, and how to understanding what the long-term impact is. This session will focus on a different way of thinking about data and provide clear recommendations on how to use data for your next crisis situation.
Nicole Moreo, Senior Vice President, Analytics, Ketchum
End of Day One
Opening Keynote: Managing Reputational Risk in Unprecedented Times
Mary Jo Jacobi is the only person in the world appointed by two US Presidents, two UK Prime Ministers and the Queen of England.
In this opening keynote, drawing from her experience at Royal Dutch Shell, BP America, Lehman Brothers, HSBC Holdings and Drexel Burnham Lambert, Mary Jo will share with you what it takes to build and maintain a global reputation in the post-COVID era, how to successfully handle corporate and financial crisis and most importantly, how to craft the perfect apology after a major crisis.
Mary Jo Jacobi, Former Assistant U.S. Commerce Secretary, Former Chief Reputation Officer at Royal Dutch Shell and Former Executive Vice President of BP America
Out of the Shadows: The Most Important Trends in Reputation that CEOs Need to Understand
Patrick was Princess Diana’s first and only Chief of Staff. He served the Princess for eight years (1988-96), responsible for every aspect of her public life, charitable initiatives, and private organization. Now, an internationally renowned reputation consultant, a Bestselling Author and consultant for Netflix’s “The Crown”, in this session Patrick will help you identify the qualities people expect to see in CEOs and senior officials, how to prepare them for major crisis, build their key messages but most importantly acquire substance, not spin.
Patrick Jephson, Former Chief of Staff to Princess Diana, New York Times Bestselling Author & Consultant, Netflix's The Crown
Full Day Crisis Communications Workshop with Susan Brown, Former Head of Global Communications, PwC and Emirates Airline & Group
The past year has shown us how we, and our institutions can rapidly adapt at a time of global crisis. It’s not over yet, but a different crisis may be waiting around the corner to hit just as we are at our most exhausted and vulnerable.
In this one day specialist workshop, international crisis communicator Susan Brown will lift your vision and energy to make sure your organisation is fully crisis communications ready.
In this fully interactive and engaging day, together we will discover what success looks like in crisis communications and gather learning from situations where people have got it right. We will also find solutions together and hear from the experience of each other.
We will explore how the cameraphone will dictate the narrative in a crisis, and how we must broaden our crisis communications response to include pictures as well as words if we wish to succeed.
At the end of this workshop you will:
- Understand the relationship between advance preparation and speed in crisis communications
- Be equipped to review your organisation’s tone, language and style on social media in a crisis
- Be familiar with aggressive question types in crisis media interviews and how to deal with them
- Be ready to review your organisation’s crisis communications plan in the light of the workshop
You will leave the workshop feeling energised, with a checklist of actions to take back as you seek to take your crisis preparedness to the next level.
Interactive scenario part one
- The new crisis communications timetable
- Getting ahead of the narrative on social media
- Staying victim focussed
Interactive scenario part two
- Building the statement blocks in a crisis using social media
- The role of the CEO on social media and why they must be reheased
- Building public confidence
- Types of crisis narrative such as Heroes and Villains
Interactive scenario part three
- Establishing the dominant narrative
- Avoiding losing control
- Handling aggressive media interviews and recognising question types
- Dealing confidently with emerging issues
Interactive scenario part three continued
- Media interview practice with representatives of groups
Summary of key points and closing discussion
