This event was organised by IABC’s Europe and Middle East chapter in Brussels, on 25 October 2011. Thanks to IBM for providing the location and to ZN for the logistics! More about the event can be found at http://be-iabc.ning.com/events/social-media-and-crisis-management
The workshop combined first hand case studies of successful crisis management through social media and expert contributions on crisis management planning and communications.
Aurelie Valtat from the EU Council (formerly with EUROCONTROL) opened the floor by sharing her lessons learnt from the volcanic ashcloud crisis in Spring 2010 and then again in 2011.
Here is the gist of her presentation summarised in tweets from the audience:
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@avaltat secret recipe: "it’s better to be a pirate than to join the navy" (quote from S. Jobs). #iabceme |
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don’t decide what information you make public, decide what information you don’t make public #IABCEME |
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#IABCEME @avaltat "you have to demonstrate change after a crisis" if everything stays the same, it was not a real crisis. #crisispr |
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Listen and then act, and don’t be afraid to struggle, you can adapt #crisiscom #socialmedia #iabceme |
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#IABCEME: @avaltat "Social media becomes the problem AND the solution!" #crisismanagement |
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You can view Aurelie’s Prezi at http://prezi.com/kpa_e3s3iwvn/social-media-in-a-crisis-its-all-about-change/
Caroline Sapriel from CS&A brought 20 years of experience in crisis management to the table. She shared what makes a good crisis management plan and how you can prepare and actually anticipate crises.
Here are highlights of her presentation:
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nice crisis management preparedness ladder by C. Sapriel at #IABCEME event today http://t.co/SycvxamC |
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#IABCEME A crisis need the "oh my God" aspect, an urgency sense and a threat. Most crisis in the developed world are smoldering… #crisispr |
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In the middle of crisis you loose sight on what happens outside your organisation & the impact on what you say there. @csacrisiscom #Iabceme |
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RT @leendertdevoogd: Caroline Sapriel: A crisis is "Surprise, Short time, and Threat"! #IABCEME |
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The only way to put out a social media fire is with social media water #iabceme |
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Caroline’s presentation can be viewed at http://www.mediafire.com/?w9y86wfha35zoxu
Philippe Borremans from Van Marcke and former IBMer shared concrete tips on planning and preparing for a crisis using online and in particular social tools.
His detailed presentation says it all, but here are some highlights nevertheless:
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Tell it all, tell it fast, and tell the truth #iabceme |
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#IABCEME @HoratioNelson insists on the power of networks which should not be underestimated in a crisis – but build them before! |
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in a crisis, you don’t want to rely on your IT people to update the website #IABCEME |
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True ! RT @dicknieuwenhuis: @HoratioNelson integrate social media in your crisis plan today – even if you don’t engage (yet)! #IABCEME |
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@HoratioNelson prepare, train, prepare and over again! #IABCEME |
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Philippe’s presentation is at http://www.mediafire.com/?xd2y5xih1czda35
The show continued with an inspired presentation by Philip Weiss of ZN on « Riots and Revolutions » and what the internet and social media have got to do with this.
Here’s what the Twitter crowd picked from it:
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RT @avaltat: #IABCEME is Internet = where the power is? I wouldn’t contradict you Phil! @cc pweiss http://t.co/8FQ9I9N5 |
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Philip’s Prezi can be viewed at http://prezi.com/zcw9ik39w1v9/riots-and-revolutions-the-age-of-the-hypercrisis/
IBM closed the session with a case study of a real-time crisis communication exercise. It was presented by Yves Van Seters (IBM) and Andrada Morar (Pleon Ketchum).
Here is some practical advice for PR professionals to heed:
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#IABCEME "Never forget your fact finding during a crisis originating online." |
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@andradamorar make sure if you say something on social media then do it afterwards, if not it fires back! #IABCEME |
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#IABCEME respect and trust of your c-level executives as a #crisis comms manager is crucial! |
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Questions and comments from the audience were really interesting and added to the debate as you can see below.
Let’s hope everyone picked something up from this evening’s workshop and that the next crisis won’t hit so hard!
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Attending #iabceme #social media & crisis management seminar – lessons seem tailor made for #aviation industy! |
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#IABCEME now in very interesting panel discussion. Difficult to summarise in a tweet (plus off-the-record info). |
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@ #IABCEME and just think we should not limit social media to the comms team only – check ZN Insights http://t.co/k6SW85Sk |
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I'm Aurelie Valtat and this is my personal site. I use it to share my work, ideas, writings and recommendations on digital communications, the future of diplomacy, EU affairs, public innovation, travelling and life in general. 
Hi all,
I remember a photographer being present on the night of the event. Could anyone please send me some of the pictures? We’re adding a write up about the social media and crisis management workshop to our newsletter.
Many thanks!
Koen
hi Koen, I’ll ask IABC folks if they have images of the event
[...] For a really detailed overview of the whole event and the best quotes, do check out Aurelie Valtat’s blog. [...]