Localised and very action-packed, extremely helpful in my line of work.
Also happening in Singapore: 17 – 18 August 2020
Crisis Strikes! What’s Your Protocol?
In today’s golden age of social media, fans can bash, rumours can spiral, and brands can sink in a snap. You need to respond quickly and avoid pitfalls – guard at the frontlines, seize threats and beat virality. No one is really immune to crisis after all.
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?
Critical Skills to Prepare, Protect and Promote your Organisation’s Reputation
Join us at this dynamic 2-day event to unpack the complete know-how on crisis communications. Get updated on the latest social listening tools and trends from BCW. Pick up effective SOPs, online engagement rules and quick wins from Lenovo crisis management strategies. Hear insider tips from Brunswick Group and CNN in tackling crisis blow-ups. Crisis-proof your organisation with practical strategies, crisis simulations and interactive case studies analysis.
Latest Digital Tools
Social listening tools to seek and track consumer sentiment
Social Media Strategy
Golden rules of engagement to communicate with stakeholders
Critical touchpoints in the first 24 hours of crisis management
Perspectives from the Brand, Agency & Media
Managing online blow-ups, public response and changing crisis landscapes
Overcoming rumours, fake news and hoaxes
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
Past Delegate Testimonials
The insights I learned indeed became a catalyst not only for my professional growth but also for the continual improvement of our organisation’s current policies and practices.
Insightful exercises and great structure.
Who Should Attend
Senior level executives responsible for Public Relations, Strategic Communications, Corporate Communications, Digital Communications, Employee Communications, Internal Communications, Media Relations and Public Affairs.
Day 0108.30 Registration & Morning Coffee
Conference Chair’s Welcome & Ice Breaking Session
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?
Joe Peng, Head of APAC Digital Innovation Group and Regional Managing Director, BCW Global
Morning Refreshments & Networking Break
How to Turn Online Backlash into a Reputation Win
- Proven ways to override negative pre-conceived notions
- Rise above trolls and beat rumours, fake news and hoaxes
- Dos and don’ts when addressing negative feedback – When to engage, when to ignore
- How to seize the narrative to mitigate online backlash
- Allying with the public: How to encourage real fans to speak up for the brand
Lunch & Networking Break
PERSPECTIVES FROM THE BRAND, AGENCY & 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?
Elizabeth Liang, Director, Brunswick Group
Bipasha Bhattacharya, Director APAC, Corporate Communications, CNN
Pivotal Success Factors for Crisis Communications – the View from Lenovo in Asia Pacific
- Identifying the main principles behind an effective crisis communications structure
- Critical touchpoints in the first 24 hours of a crisis
- Maintaining authentic engagement with multiple stakeholder groups during a crisis
- Measuring the success of crisis communications
- Approaches to rebuilding confidence following a crisis
Genevieve Hilton, Head of Communications, Asia Pacific, Lenovo
Afternoon Refreshments & Networking Break
SOCIAL MEDIA STRATEGY
Social Media Crisis Communications Plan to Survive Your Next Crisis
- Timely and proactive quick wins to minimise crisis damage
- Leveraging on social media channels for swift information dissemination
- 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
Conference Chair’s Insights & Analysis of the Day’s Proceedings
End of Day One
Build a Crisis Communications Protocol to Act Promptly & Avoid Pitfalls
This 1-day 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.
Lines Consulting, Hong Kong
(Formerly 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 formerly 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.
Interactive Exercises at Every Crisis Communications Stage
Risk and vulnerability assessments to identify top risks
Post-crisis recovery programmes to build crisis resilience
Action-oriented crisis management training
Registration: 8.30am • Workshop: 9.00am – 5.00pm
Morning, afternoon refreshments & lunch will be served at appropriate intervals.
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
- Crisis media training: Discover the skills you really need
Exercise: Delegates will undertake a Risk & Vulnerability Assessment to identify the top risks for their businesses.
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?
- News, fake news and social media: How should we respond?
- How to manage the flow of communications to be effective
Exercise: Delegates will have the opportunity to volunteer to be interviewed live about a simulated crisis. The interviews will be played back for the whole group, guided by the workshop leader, to critique what works and what could have been improved.
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 create post-crisis recovery programmes with a focus on building resilience for the future.