Information Links
08:00 Breakfast Briefing (Optional): Cutting through the noise
Navigating social data to give insight that matters and putting it to use in a crisis.
The volume of social data generated during a crisis can leave communications teams feeling overwhelmed and unsure how to keep ahead of the developing online narrative. In this exclusive breakfast briefing, Social360 and DRD Partnership will give practical advice on uncovering relevant social insight, and the role this plays within overall crisis communications planning.
Limited spaces available
Ryszard Bublik, CEO,
Social360
Lawrence Dore, Partner,
DRD Partnership
08:30 Registration and coffee
09:00 Chair’s opening remarks
COLLABORATING TO PREPARE FOR A CRISIS
09:20 Setting up for success: Building a crisis response team
Panel discussion
In a crisis it is essential that every member of the response team understands their role, but it’s not just the communications team that needs to be prepared. Here industry leaders will talk about their priorities during a crisis, the pitfalls that lead to communication breakdowns, and answer questions on what makes a successful crisis response team.
Iain Anderson, Executive Chairman,
Cicero Group
Jennifer Thomas, Head of Internal Communications,
Direct Line Group
Mark Hutcheon, Communications and Brand Director,
Williams F1 Group
10:00 Samsung Galaxy Note 7: Dealing with the fallout from product recalls
Case study presentation
When product standards are compromised there is often an understandable backlash from consumers. Dealing with these issues can be complex - here we will look at how Samsung dealt with their Galaxy Note7 recall; communicating with consumers whilst simultaneously conducting investigations in the cause of the issue and how it worked to win back consumer trust.
James Coyle, Head of PR, Samsung Electronics UK
10:25 Put your strategy to the test: Does your crisis plan measure up?
Interactive session
How ready are you if a crisis strikes? In this session delegates will have an opportunity to put their crisis strategies and theories to the test and compare them with their peers. Hypothetical crisis will be submitted to the room and solutions will be sourced from the audience, drawing on the experiences of the room and giving everyone the opportunity to vote for the proposed solution. This will be a unique opportunity for delegates to get feedback on their own crisis comms strategies and discuss solutions with their peers.
11:00 Morning refreshments
HANDLING THE UNEXPECTED
11:30 Virgin Daily Mail ban: Dealing with social media backlash and taking back control of the story
Case study presentation
Social media now makes it easier than ever for opinions to be shared and people to come together to discuss the latest stories. As a communications professional, how do you manage a story when other groups want to pull it in multiple different directions? Here Richard Scott from Virgin Trains will discuss the fallout from the recent decision to no longer sell the Daily Mail on-board, the communications challenges presented from the resulting social media response, and the eventual decision to reverse the ban.
Richard Scott, Director of Corporate Affairs, Virgin Trains
11:55 Oh FCK! Communicating at the time of the #kfccrisis
Case study presentation
In early 2018 a distribution issue caused KFC to close hundreds of restaurants nationwide. In this session we will hear how KFC addressed the problem and communicated with consumers throughout the closures even managing to win goodwill for the brand due to their response. Expect to take away practical tips on handling crisis across social and traditional media, and how to stay true to your brand values during stressful times
Meghan Farren, Chief Marketing Officer,
KFC UK & Ireland
Scott Langham, Director
Freuds
12:20 Bulletproof Brands: Can your brand survive a reputational crisis?
Case study presentation
When scandal hits, what makes some brands more resistant to crises than others? Do those brands who survive share certain traits? In this talk, Gavin Davis will discuss how consumer trust and brand resilience are the first line of defence in helping mitigate a potential crisis, as part of a deeper communications strategy.
Gavin Davis, Director of Corporate Communications & Campaigns Sky
12:45 Lunch and networking
WORKING WITH EXTERNAL STAKEHOLDERS FOR SUCCESSFUL CRISIS RESPONSE
13:45 The Red Cross and Grenfell: Working with communities in an emergency
Case study presentation
During a major emergency effective coordination with diverse communities is essential but can also be challenging to pull off amidst the chaos. Here we will look at the lessons that can be learned from how the British Red Cross responded to the Grenfell fire as well as the Manchester and London terrorist attacks in 2017, including how they rapidly formed partnerships with others and utilised their own communications channels to provide emergency support in the wake of these incidents. Expect to pick up tips on how to approach organising a collaborative community effort to ensure a successful coordinated response.
Zoe Abrams, Executive Director of Community and Advocacy, British Red Cross
14:10 Presentation: Preparing internal stakeholders
When crisis strikes, it is essential that everyone is singing from the same hymn sheet internally. When senior stakeholders are required to speak to the media and communicate the company message, proper preparation is required to ensure that they do not magnify or create a new crisis. In this session we will look at practical tips on how to brief and train senior stakeholders to handle the media effectively.
14:35 Managing the headlines: Building relationships with journalists
Interview and Q&A
In this session a leading journalist will be discussing the best ways to deal with the press during a crisis, how to form relationships prior to a crisis unfolding and will answer your key questions on how to interact with the media during a crisis.
14:10 The Golden Hour: Make Or Break
(Optional)
The first 60 minutes of a crisis can be the difference between success or a complete disaster. By getting this period right you can influence the outcome to ensure your brand comes out positively. This session will show you how to make the most of the 'golden hour', and demonstrate key practices which will help guarantee success.
15:00 Afternoon refreshments
BUILDING RESILIENCE: PREPARING YOUR TEAM DURING AND POST CRISIS
15:30 The Manchester attacks: The emotional impact of crisis response
Case study presentation
When dealing with a major incident or crisis there are many people affected; initially it will be victims and their families but the impact is felt wider. There is a physical and mental toll on those dealing with the emergency or the crisis and on employees. In this session Amanda Coleman will talk about the challenges of dealing with the Manchester Arena terror attack and the importance of remembering the people at the heart of the incident.
Amanda Coleman, Head of Corporate Communications, Greater Manchester Police
16:00 Cyber attacks: Are hacks an inevitable threat?
Case study presentation
The threat of Cyber Attacks has grown exponentially, and with companies of all sizes and security levels being hit we will look at whether this is a threat that everyone should be preparing for. A major company will present a case study of their own hack, how they controlled the situation and what can be done to prepare businesses for hacks in the future.
15:30 Crisis Simulator: Social media response
Practical masterclass
The growth of social media means that people can communicate at ever increasing speeds. However, in a crisis this means that managing a situation can be even harder to coordinate. Identifying, responding and dealing with a crisis can be the difference between a simple customer complaint becoming a public disaster.
In this interactive session you will be taken through several example social media crisis simulations requiring you to work to protect your organisation's reputation. Are you up to the challenge?
Kate Hartley, Co-Founder, Polpeo
16:25 Data breaches: Staying on the right side of the law after a cyber attack
Keynote presentation
The implementation of GDPR regulations have had far reaching implications across communications. This regulation brings strict guidelines on how to deal with data breaches and adds another level of complexity to handling cyber attacks. Here we will look at the legal perspective of your obligations during a breach, and how to communicate in the immediate aftermath.
16:50 The Monarch Collapse: Taking control of the story and being resilient throughout a crisis
Case study presentation
When Monarch Airlines went into administration, more than 110,000 people were abroad across 14 countries, and thousands more were planning to fly out of the UK. Cancelled flights, ruined plans and thousands of people turning up at airports needing information and reassurance. The CAA stepped into the breach, setting up and implementing a communications and social media strategy in the shortest of time frames. Here Richard Stephenson will talk about the importance of taking control of the story in the first few hours, how they kept control of the message during an emotional and stressful time and how to maintain staff resilience throughout a long campaign.
Richard Stevenson, Communications Director, CAA
17:15 Closing remarks
End of Conference
Speaking opportunities
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george.turner@haymarket.com.
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