Shel Holtz is principal of Holtz Communication + Technology, a consultancy that helps organizations integrate the Internet into their strategic communication efforts.
Nobody expects their library to end up at the center of a firestorm, but it happens. How you handle it can affect everything from the public’s perception of your library to the budget allocated to it. In today’s social-media-connected and mobile-dominant media environment—where local engagement rules—the rules of crisis communication are changing.
My takeaways:
Preparation for a crisis, aka how to avoid them
1. Discuss possible issues and risks
2. Engage in communication before it becomes a crisis
3. There is no such thing as a pr crisis, it is an operational crisis
4. Characteristics of a crisis
a. Lack of policy
b. Lack of training
Respond when you find yourself in crisis
1. Respond quickly, accurately, and professionally
2. Be honest
3. Acknowledge mistakes and errors
4. Perceptions should be treated as facts
5. Stay out of public confrontations
Pay attention and respond with your values.
Be Human, Be Visible
Change the focus of the conversation
Crisis Example
Example of an entertaining and engaging crisis http://www.bbc.com/news/uk-england-london-29656674
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