Time stated in local Singapore time (GMT+8) 

Charu Srivastava, Director of PR, REDHILL

• Latest tools and trends in social media crisis management 
• Social listening tools to seek out key conversations and early disasters 
• Monitor and pick up consumer sentiment from mentions, keywords and hashtags 
• Going auto-pilot: Digital tools to respond and rectify 24/7 
• Translating data into actionable insights: What do the metrics mean? 

Lars Voedisch, Principal Consultant, Managing Director, PRecious Communications 

• Identify the main principles behind an effective SOP 
• Critical touchpoints in the first 24 hours of crisis management 
• Amplify your voice through mainstream media: Easy tips to bolster media relations 
• Crucial takeaways to look out for when assessing crisis response 
• Exciting approaches to revamp brand and rebuild confidence 

Anubha Pandey, Communications Lead Southeast Asia and Korea, VMware

• Changing landscape of crisis communications: Discussing social CEOs, data breaches and fake news 
• Effective ways and channels to connect with the public, stakeholders and fans 
• Tips and tricks to manage public response and perceptions on social media 
• Challenges and opportunities when managing social media blow-ups 
• Assessing new crisis communications tools and services in the market: Is there a new way out? 

Moderator: 
Zoe Hibbert, Head of Corporate Communication, Asia Pacific, Visa 

Panellists: 
Andrew Seah, Head, Corporate Communication, Marketing, APAC, DB Schenker
Anubha Pandey, Communications Lead Southeast Asia and Korea, VMware
Carolyn Camoens, Managing Director, Asia, Hume Brophy
PN Balji, Former Editor, TODAY and TNP 

• Timely and proactive quick wins to minimise crisis damage 
• Leveraging on social media channels for swift information dissemination 
• Breaking down Visa’s social media strategy: Digital solutions for traditional and online crises 
• Golden rules in social media engagement: Best practices to get your message to the masses 
• Common pitfalls to avoid when handling sensitive topics and private information 

Zoe Hibbert, Head of Corporate Communication, Asia Pacific, Visa

Act Promptly and Maintain Confidence: Building an Effective Crisis Communications Protocol
This 1-day virtual workshop integrates crisis management best practices with immersive crisis simulations. Identify crucial inflection points in critical decision-making. Draw out lessons learnt from the best and worst crisis management scenarios. Test and refine the skills needed for proactive crisis response. Review when, where and how to start the reputation recovery process. Engage, support and motivate employees post-crisis. 

Workshop Leader

Vivian Lines Founder Lines Consulting, Hong Kong (Former Chairman, Asia Pacific, Hill+Knowlton Strategies)

Vivian Lines is an award-winning senior adviser to companies in APAC with extensive experience in reputation and crisis management, corporate communications, government advisory, and communications planning. Vivian was former Chairman, Asia Pacific, and Global Vice Chair at Hill+Knowlton Strategies. 

Over the past 25 years in Asia, he has worked across markets from India to Korea, and from China to Indonesia. At the C-suite level, Vivian has conducted media and crisis training globally for brands in the airline and electronics markets, and across APAC for F&B, finance, e-commerce, chemical and oil & gas industries. He has also provided similar training for senior officials throughout ASEAN. 

Adopt Best Practices at Every Crisis Communications Stage 

Crisis Planning
Risk and vulnerability assessments to identify top risks

Crisis Recovery
Post-crisis recovery programmes to build crisis resilience

Crisis Response
Action-oriented crisis management training

Workshop Agenda

Log-in Time: 8.50am*
Day 2: 9.00am – 1.00pm* (There will be short breaks allocated at appropriate intervals.) 

*Time stated in local Singapore time. 

What is a crisis, and can it be predicted? 

• Issues, crises, epidemics and pandemics: Beyond semantics to what really matters 
• Scenario planning: Crisis plans and procedures that work 

Exercise: Delegates will undertake a Risk & Vulnerability Assessment to identify the top risks for their businesses. 

In this session, delegates will evaluate the critical elements of crisis response. A management’s ability or inability to manage the crisis often determines the extent of reputational damage, more than the incident itself. 

• What lies at the heart of effective crisis response? 
• Apologising: Sorry seems to be the hardest word 
• How to manage the flow of communications to be effective 
• Crisis media training: Discover the skills you really need online 

Exercise: Delegates will have the opportunity to volunteer to be interviewed over Zoom about a simulated crisis. The group, guided by the workshop leader, will be asked to critique what works and what could have been improved. 

The crisis might be over, but the response shouldn’t stop. 

• When does a crisis end? 
• Brand recovery and reputation repair 
• Anniversary communications: How should they be handled? 

Exercise: Delegates will plan a post-crisis recovery programme with a focus on building resilience for the future.