Mitigating Damage to Public Image and Stakeholders through

Mitigating Damage to Public Image and Stakeholders through Crisis Management Suzan Pecyna, Founder, Madison IFM, The Netherlands 24 November, 2008, Qatar Madison IFM Communications Expertise and Support

Today’s Session Helping you to focus Thinking about scale and outcome of crisis Sharing our own companies’ experiences Looking at how some well known companies have responded Persuading you to act now Giving you crisis readiness improvement tips Madison IFM Communications Expertise and Support

Crisis = danger plus opportunity the opportunity for growth is based on your response to challenging events Madison IFM Communications Expertise and Support

What can trigger a crisis? Annual meetings Anonymous accusers Bad debts Bankruptcy Competitive misinformation Computer crashes Key employee dies Equipment malfunction False accusations Fire Hackers Hostile takeover Irritated Reporters Lawsuits Leaks Lying No comment Premature disclosure Rumours Sabotage Scandal Security leaks Special interest groups Unethical behaviour Madison IFM Communications Expertise and Support

What can trigger a crisis? Accidents Activist action Acts of God Aircraft crashes Chemical spills Civil unrest Contamination Downsizing Divestment Embezzlement Employee injury Falling reputation Government intervention Insider activities Indictment Labour problems Lawsuits Mergers Noise Product recalls Product tampering Quotes Redundancies Strikes Terrorism Transport issues Madison IFM Communications Expertise and Support

How prepared are you? Madison IFM Communications Expertise and Support

Who? Suppliers Competitors Media Special interest Unions Crisis policy Regulators Workers Shareholders Consumers Management Madison IFM Communications Expertise and Support

The myth of the control centre Madison IFM Communications Expertise and Support

The myth of the spokesperson Madison IFM Communications Expertise and Support

When is a crisis born? Madison IFM Communications Expertise and Support

When is the right moment to seize the opportunity? • How fast can decisions be made? • Prepare communications channels and messages • Communicate quickly Madison IFM Communications Expertise and Support

What are the benefits of a crisis? Demonstrates leadership Bonds management team See problems before they increase Shows willingness to respond Provides clarity of purpose Enhances knowledge sharing culture Tests systems in smaller crises Urges future caution and planning Offers chance to communicate Opens new channels Madison IFM Communications Expertise and Support

How can we change the focus? Madison IFM Communications Expertise and Support

So, what happens back in the office? Analyse your organisation’s existing risks and issues Build a strong team and ensure continued buy in Develop plans and work scenarios Open up and test new channels Pin down key messaging and write sample materials Thoroughly identify all potential stakeholders Set up a control room and a procedure handbook If you need any help, please contact me for free advice. Madison IFM Communications Expertise and Support

Madison IFM crisis management communications internal communications strategy change management communications coaching to build in house skills communications implementation support planning and project management - deliver on time and on budget www. madisonifm. com Madison IFM Communications Expertise and Support