Transcript Crisis Management: Keeping your cool when everyone else is

Crisis Management:
Keeping your cool when
everyone else is losing theirs
Scott O’Connell
Nixon Peabody
Boston, Ma
Moderator
When a problem becomes a crisis
Panel Members
• Bruce Batista
Sherwin-Williams (Cleveland, OH)
• Sherrie Farrell
Dykema (Detroit, MI)
• Michael Driscoll
M&T Bank (Buffalo, NY)
• Steve Williger
Thompson Hine (Cleveland, OH)
• Josh Keller
Deutsch Kerrigan & Stiles (New Orleans, LA)
When is it a Crisis
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Numbers affected
Severity of the injury
The exposure
Concurrent proceedings
Regulatory overlay
Assault to the core
“brand”
• Decided in the “Court of
Public Opinion”
“Houston: We have a problem”
The First Signs of Trouble
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Consumer complaints
Accidents/injuries
Unfavorable press
Product recalls
Regulatory investigations
Whistleblower complaints
Social media chatter
The “Federal” Complaint Box
CPSC Recalls Application Program Interface (API) Information
Initial Considerations
• Protect privilege
• Assemble correct internal
and external team
• Coordinate investigation and
response activities
• Decide internal and external
communications
• Identify “face of the
company” for
communications
Crisis Communications:
Getting outside the “Cone of Silence”
Effective Communication
• “No Comment” is not
an option
• Communicate regularly
with affected
constituencies
• Be honest and accuratedon’t overstate the
circumstances
• Take corrective action
• Provide solutions to
affected parties
Social Media Strategy?
• Can the chatter be
ignored?
• What is your goal?
• What do you say?
• When do you say it?
• Who says it?
Concurrent Proceedings:
Managing in Multi-Dimensions
• Regulatory actions
• Criminal proceedings
• Class action litigation
Concurrent Proceedings
Crisis Management: Be Prepared
• Have a plan
• Identify Educate and train your
response team
• Cause your team to work together
in advance of a crises
• Prepare the internal and external
Media Strategy
• Identify the media communications
protocol
• Identify the Important brand
attributes that you want to
underscore by responsive actions
“Bleep”