Battling misperceptions negative attitudes under clouds of mistrust
Battling misperceptions & negative attitudes under clouds of mistrust Lessons from the front line Budapest Thursday, November 12, 2009 Mike Seymour International Director, Crisis & Issues Management
Edelman Global Crisis & Issues Management Network US Director: Harlan Loeb VANCOVER Patti Schom-Moffatt CHICAGO Harlan Loeb Gary Dunlap TORONTO John Mc. Hugh Shane Dolgin LONDON Mike Seymour Scott Thomson DUBLIN Joe Carmody PORTLAND Erin Holland NEW YORK Michael Estevez SACRAMENTO Steve Telliano SILICON VALLEY Todd Irwin MIAMI Steve Behm Orlando Laura Guitar LOS ANGELES Alex Clark DALLAS Teresa Henderson Deron Smith STOCKHOLM (Nordic Hub) Håkan Jarlenius BRUSSELS MOSCOW Maha Dhurairaj Viacheslav Tikhomirov WARSAW Mikołaj Piotrowski SHANGHAI Tony Toa MILAN Sergio Veneziani MADRID Veronica Barranco SÃO PAULO Ronald Mincheff BUENOS AIRES Allan Mc. Crea Steele SEOUL Tyler Kim Elisabeth Bae T’AIPEI Lume Liao HONG KONG Charles Lankester Damian Coory KUALA LUMPUR Karen Hoh SINGAPORE Bob Grove Michelle Ang CAPE TOWN François Baird TOKYO Thomas Zengage Margaret Key GUANGZHOU Roxanne Wu MUMBAI (Bombay) Allwyn Fernandes AUSTIN Daniele Allan MEXICO CITY Gonzalo Olivares BEIJING Charles Lankester Kevin Wang AMSTERDAM Laetitia Gruwel WASHINGTON, DC Charles Bakaly Frank Kauffman BARCELONA Alex Perez Alvarez ATLANTA Steve Behm SAN FRANCISCO Jay Porter FRANKFURT Frank Schoenrock HAMBURG Cornelia Kunze PARIS Alexis Volanov MONTREAL William George SEATTLE Jim Blundell Jason Hunke International Director: Mike Seymour LONDON JAKARTA Chadd Mc. Lisky SYDNEY Nic Jarvis Amanda Little MELBOURNE David Mc. Carthy November 2009
2009 Edelman Trust Barometer
2008: A year unlike any other Dow Jones Industrial Average: Jan 1, 2008 – Dec 15, 2008
Edelman Trust Barometer at a glance Tenth edition 4, 475 people in 20 countries on 5 continents Ages 25 to 64 College-educated In top 25% of household income per age group in each country Report significant media consumption and engagement in business news and public policy
The Never Changing First Management Challenge Surprise Lack of real Information Increased Noise
From Influence to Conversations Pyramid of Influence Sphere of Cross Information Opinion Forming Elite Old Model New Model
Balancing Conventional against Online Media Horizontal peer-to-peer model T A L K ENGAGE • Bloggers • Passionate Consumers • Employees Traditional top-down model • Regulators • Experts • Investors • CEOs
Characteristics of Issues & Crisis Management & Communications u u u Issues and problems in the public domain When perceptions become more powerful than reality When communication vacuums are filled with rumour, speculation, allegations & accusations
Winning Back Trust & Re-Building Reputation - The Crisis Realities u In crisis communications cease to be about wresting back & maintaining control & must now focus on: u u Listening & understanding internal & external points of view Responding & communicating u Openly transparently u Consistently, everywhere, all the time
Winning Back Trust & Re-Building Reputation - The Crisis Realities u In crisis communications cease to be about wresting back & maintaining control & must now focus on: u u u Listening & understanding internal & external points of view Responding & communicating u Openly transparently u Consistently , everywhere, all the time In crisis the corporate suite has to realise that u u Silence is never golden – it breeds suspicion & erodes trust No comment in any form has now come to be interpreted as obfuscating, hiding the truth or lying
Battling misperceptions & negative attitudes under clouds of mistrust Lessons from the front line Budapest Thursday, November 12, 2009 Mike Seymour International Director, Crisis & Issues Management
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