The Secret to Successful Crisis Management in the 21st Century - Melissa Agnes TEDx Talk

Summary

This presentation explores how crisis management has evolved in the digital age, highlighting the impact of social media, mobile technology, and real-time communication. The speaker stresses the need for organizations to be proactive rather than reactive, fostering instinctive crisis management skills. By using examples like the Mountain View Police Department and the Anthem data breach, the talk underscores the importance of building trust and credibility with stakeholders. The speaker encourages organizations to leverage mobile technology and proactive strategies to not only manage crises but also position themselves as trustworthy leaders in times of crisis.

Takeaways

• 😀 Social media and real-time news cycles have transformed crisis management, presenting new challenges for organizations.
• 😀 Organizations must adapt to manage crises in real-time, responding quickly to public reactions and media coverage.
• 😀 Crisis management today requires an instinctive approach, where teams anticipate risks and act proactively, rather than reacting to crises after they occur.
• 😀 Building trust and credibility with stakeholders through proactive efforts before a crisis is essential for effective crisis management.
• 😀 Proactive crisis management means identifying potential risks and opportunities well in advance and preparing for them.
• 😀 Successful crisis management involves arming teams with the skills, knowledge, and mindset to communicate effectively in real time.
• 😀 Captain Chris Shan’s ‘Bank of Community Trust’ model shows that proactive actions build trust, which can be relied upon during a crisis.
• 😀 Anthem’s failure to proactively address data breach risks highlights the importance of taking preventative measures to protect sensitive information.
• 😀 Leveraging mobile technology and real-time communication tools can offer new opportunities to manage crises and keep stakeholders informed.
• 😀 The BBC’s use of WhatsApp to disseminate Ebola information is an example of leveraging widely-used mobile technology to manage a crisis effectively.
• 😀 In today’s digital landscape, organizations must identify where their stakeholders are online and offline to connect with them effectively during a crisis.

Q & A

What is the main message of the transcript?

The main message of the transcript is the importance of adopting a proactive, instinctive crisis management approach in today's digital era, where real-time communication and social media play a significant role. The speaker emphasizes the need to build trust, anticipate risks, and leverage mobile technology for effective crisis management.

How has social media impacted crisis management?

Social media has significantly impacted crisis management by accelerating the news cycle, making everything public in real-time, and creating additional challenges for organizations to manage their reputation and communication. Social media often amplifies crises before organizations can react, making real-time communication and preparedness essential.

What was the woman's response to the train derailment, and how did it affect the crisis?

The woman involved in the train derailment immediately grabbed her phone to take a picture and share it on social media before calling 911 for help. This action resulted in the train company being contacted by the media before they could assess the situation, amplifying the crisis and presenting additional challenges in managing the event.

Why does crisis management need to be instinctive rather than reactionary?

Crisis management needs to be instinctive so that teams can quickly and effectively respond in real-time, without having to deliberate on every decision. Building instinctive crisis management capabilities helps organizations identify risks and opportunities, communicate effectively, and act in a manner that aligns with stakeholder expectations.

What is meant by 'building a bank of community trust'?

'Building a bank of community trust' refers to taking proactive steps to establish and nurture trust with stakeholders through consistent, transparent communication and actions. This helps organizations maintain credibility, which can be relied upon during a crisis, enabling a more favorable reaction even when challenges arise.

How did Mountain View PD successfully manage their crisis in 2014?

Mountain View PD managed their crisis successfully in 2014 by relying on the trust they had built with their community through proactive engagement and transparency. Despite the crisis threatening their reputation, their stakeholders believed in their integrity and responded positively because of the proactive trust-building efforts.

What was the issue with Anthem's response to the data breach, and how could they have handled it better?

Anthem's response to the data breach was criticized because they had not taken proactive measures to minimize the risk, such as encrypting their data. Had they adopted a proactive mindset, they could have communicated with stakeholders in advance, acknowledging the risks and their efforts to prevent breaches, which might have mitigated some of the fallout.

How can proactive thinking help organizations during a crisis?

Proactive thinking enables organizations to identify potential risks and opportunities before they escalate, empowering teams to take preventative actions and make strategic decisions during a crisis. By fostering this mindset, organizations can better manage the situation, minimize damage, and build trust with stakeholders.

What role does mobile technology play in crisis management?

Mobile technology plays a crucial role in crisis management by enabling real-time communication and providing tools to alert and inform stakeholders during emergencies. Examples such as the National Weather Service using SMS alerts to notify people of a tornado watch demonstrate how mobile devices can be leveraged to save lives and manage crises effectively.

How did the BBC use WhatsApp to help manage the Ebola crisis?

The BBC used WhatsApp to distribute educational content about Ebola to West Africans, leveraging a widely used app to reach a large audience. This proactive approach helped increase awareness and reduce the spread of the virus by providing people with critical information directly on their phones, thereby positioning the BBC as a trusted leader in crisis communication.