PowerPoint Presentation
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lehmann collapse croppedTrust
Trust Tension
Trust
ceo credibility
Trust is the New Currency
50%The next stage in the evolution of new media is the trust economy. Whereas conversations served as the currency of social media, conviction, credence and value serve as the market for trust economics.
Brian Solis, December 9, 2009
576009_377921155584510_189933871049907_1011720_1798832656_nIABC book cover 4Caring Economy book coverhttp://cdn.briansolis.com/wp-content/uploads/2009/12/20091128-esm2ttpnnrs68scweshnj8r2i8.jpg
What is a Crisis?
A show-stopping, people-stopping, product- stopping, country-stopping event
Media spotlight is firmly on you, your brand, your response
Significant business interruption
Single moment in time
ALL crises have TRIGGERING events
CrisisSymbol.gif
crisis.jpg
Good Egg
The Good
bad egg10 The Bad
and
The UglyParchmentTrellisSPLAT!
mccain maple leaf.jpg
rudy-giuliani-ground-zero-.jpgRoll CallKenneth Cole4 croppedmurdoch.jpgtony_hayward_440.jpgmccain maple leaf.jpgdimon - croppednaoto_Kan
Characteristics of Trust in a Crisis
Fall in love with We
Practice Head and Heart
Act swiftly and with compassion
Heart-and-Head.jpg
Rudy Giuliani:
Mayor of the World
Tomorrow New York is going to be here. . . we're going to rebuild and . . . be stronger than we were before . . . I want the people of New York to be an example to the rest of the country and the rest of the world, that terrorism can't stop us. . .
guilianiGood Egg
New York City Mayor, in 2001
Michael McCain:
Deepest and Sincerest Sympathies
McCain photoGood Egg
. . . Our best efforts failed and we are deeply sorry.
Maple Leaf FoodsPresident, in 2008
Anna Bligh:
Crying for Queensland
We are Queenslanders . . . Were
the people they breed tough of the
border. Were the ones that they
knock down and we get up again.
It might be breaking our hearts,
but it will not break our will.
Ex-Premier, Queensland, Australia, in 2010
http://www.youtube.com/watch?v=rq6-CBje2_M
Good Egg
oily waterTony Hayward.htmTony-Hayward-006.jpg Were sorry for
the massive disruption its
caused. Theres no one who wants this over more than I do. I would
like my life back.BP logo Tony Hayward
SPLAT!
His empire in hot
water, the media mogul insisted he was not aware of or responsible
for the widespread hacking that took place at the companys . . .
News of the World tabloid.
Politico, July 19, 2011
Rupert Murdoch.jpgThis is the most humble day of my life.
SPLAT!
Rupert Murdoch
. . . Obviously
it puts egg on
our face and we
deserve any
criticism we get, so feel free to give it to us. Well probably
agree with you.
Jaime Dimon
CEO, JPMorgan Chase
Egg on
the Facedimon
Former Japanese Prime Minister Naoto Kans. . . government kept the meltdown secret from the Japanese public.
. . . crisis was compounded by human folly . . . before and after the tsunami hit.
Fukushima explosion Fukushima!naoto_Kan730 on YouTube
March 14, 2012
http://www.youtube.com/watch?v=5NTCcruJsPE
Kenneth Cole
Arab Spring1Kenneth Cole1ParchmentTrellisSPLAT!
Why Some Leaders Shine
Unconditional honesty from start
The number of casualties . . . will
be more than any of us can bear.
Excellent communication skills
Perfect mix of shared grief and consuming anger, la Churchill
Good Egg
. . . And Others Shame
bad egg10Obfuscation
"The Gulf of Mexico is a very big ocean . . . . The volume of
oil . . .
we are putting into it is tiny in relation to the total water
volume.
Blame game
"This was not our accident . . . This was not our drilling rig . . . This was Transocean's rig, their systems, their people, their equipment."
Essential Characteristics
Authenticity
Compassion
Courage
Integrity
Sensitivity
Good Egg
So what does this all mean for YOU?
question-mark.jpg
From One of Our OwnCompanies that help their employees tell their corporate story, in blogs and social media, will be trusted more than those who just use traditional corporate communications resources such as press releases and corporate news sites.
netherlands flagSteve Seager
President, IABC Dutch Chapter
January 25, 2012
Six Things YOU Can Do
courage 1Know the end game
end gameBe courageous
Build dollars in the
trust bank
Six Things YOU Can Do
microphonesTrain and test your
spokesperson
Advocate one voice,
many people
chorusfrontline2Six Things YOU Can Do
Encourage training of front line leaders
Yet More
Practice Radical Transparency
Honor International Trust Day
3 May every year
Become very expert at what you do and how you share your expertise
Good Egg
Resources
http://www.awpagesociety.com/insights/executive-summary
http://www.awpagesociety.com/insights/trust-report/
http://www.caringeconomy.org/
http://entente.com.au/idotoverview.aspx
http://www.reputationinstitute.com/thought-leadership/global-reptrak
Parting Thought
Brad Shaw, Home Depot
Arthur W. Page Society: Building Belief
50%
Actions are the new words. We have a responsibility to educate the enterprise about how behaviors and actions play in an environment that is ultimately transparent.
www.crisismanagementbook.com@janejordanmeier (Twitter)
[email protected] Four Highly Effective Stages of Crisis
Management:
How to Manage the Media in the Digital AgeAustralia: + 614-14 645
507
USA: +1-707-386-9864Jane Jordan-Meier
Thank You!Do connect.
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Jane Jordan-MeierJane Jordan & AssociatesFairfield, California, USA
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Jane Jordan-MeierJane Jordan & AssociatesFairfield, California, USA
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