Rethinking Crisis Communication Strategies during Turbulent Times
In today’s golden age of social media, fans can bash, rumours can spiral, and brands can sink in a snap. Even the more prepared brands are not immune to crisis. Communications and PR teams are constantly looking at how to communicate to the press and customers when crisis strikes. You need to respond quickly and avoid pitfalls – guard at the frontlines, seize threats and beat virality. While each crisis, such as Covid-19, affects each brand differently, there are also many shared challenges faced.
Unsure of how to strategise in the first 24 hours?
Lack of communication with internal and external stakeholders?
Unable to defuse online tensions and contain raging misfires?
Struggle to rebuild trust with a lost audience?
Staying Relevant and Value-Adding to Important Conversations
Join us at this 2-day virtual event to unpack the complete know-how on crisis communications on social media. Get updated on the latest social listening tools and trends from PRecious Communications. Pick up effective SOPs, online engagement rules and quick wins from VMware and Visa’s crisis management strategies. Hear insider tips from DB Schenker and Hume Brophy in tackling crisis blow-ups. Crisis-proof your organisation with practical strategies, crisis simulations and interactive case studies analysis.
Day 1 Virtual Conference Highlights
Latest Digital Tools
Social listening tools to seek and track consumer sentimentCrisis Pillars
Critical touchpoints in the first 24 hours of crisis managementSocial Media Strategy
Golden rules of engagement to communicate with stakeholdersPerspectives from the Brand, Agency & Media
Managing online blow-ups, public response and changing crisis landscapes
Benefits of Attending
- Adopt latest digital tools to monitor crises 24/7
- Translate social listening data into actionable insights
- Identify main principles behind an effective SOP
- Learn easy tips to bolster media relations with your brand’s voice
- Discover methods to change poor brand perceptions
- Find out how to address negative feedback online
- Score quick online strategies to minimise crisis damage
- Utilise social media channels for swift information dissemination
- Acquire ways to connect with different stakeholders
- Pick up tips to control virality on traditional and online platforms
A Fully Immersive 2-Day Virtual Event Experience
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Hear LIVE presentations on leading case studies and common challenges | Participate in networking opportunities with all virtual participants | Engage in LIVE Q&A and chats during sessions with speakers and peers | Gain access to full event materials |
Speakers
Who Should Attend
Mid to Senior level executives responsible for Public Relations, Strategic Communications, Corporate Communications, Digital Communications, Employee Communications, Internal Communications, Media Relations and Public Affairs.
Virtual Conference Agenda
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Conference
Day 01
08.50 Log-in TimeTime stated in local Singapore time (GMT+8)
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09.00
Chairperson’s Welcome & Ice Breaking Session
Charu Srivastava, Director of PR, REDHILL
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09.15
Latest Digital Tools
Game Changing Tech Tools to Defuse Early Crisis Fires
- 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
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10.15
Crisis Pillars
Pivotal Success Factors in Crisis 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
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11.15
Morning Break
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11.30
Perspectives from the Brand, Agency and Media
Fresh Ideas and Best Practices in Crisis Communications
- 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, VisaPanellists:
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 -
12.30
Social Media Strategy
Survive Your Next Crisis with Visa’s Social Media Crisis Communications Plan
- 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
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13.30
Conference Chair’s Insights & Analysis of the Day’s Proceedings
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13.45
Close of Conference
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Virtual Workshop
Day 02
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 risksCrisis Recovery
Post-crisis recovery programmes to build crisis resilienceCrisis Response
Action-oriented crisis management trainingWorkshop 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.
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Session 1: Crisis Planning
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.
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Session 2: Crisis Response
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.
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Session 3: Crisis Recovery
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.