09:00

Sign in and networking

09:30

Welcome from PRWeek and Chair’s opening remarks

John Harrington, UK Editor, PRWeek

09:40

Adapting to the new world of crisis management

Panel discussion

• Ensuring a proactive approach to the effects of the crisis: how can you best keep customers informed and adjust expectations under lockdown?
• Understanding the changing landscape and consumer consciousness: what are the key issues that you need to plan for?
• How much are pre-crisis consumer concerns still a priority to your audience?

James Melville-Ross, Senior Managing Director - Strategic Communications, FTI Consulting

Joe Rankin, Head of Communications, London City Airport

Effie Kanyua, Director of PR & Communications, Hearst UK

John Harrington, UK Editor, PRWeek (Chair)

10:20

The journey of a global COVID19 response strategy: Coca-Cola’s response to the global pandemic

Case Study

• How to use proactive and reactive communications as the situation develops in an ongoing crisis
• Sharing your positive impact during the crisis: being sympathetic to the times without profiting from them
• Global responses: aligning your messaging with other parts of your brand for unified communication
• The importance of keeping your staff aware of developments and motivated with effective internal communications

Julian Hunt, Vice President, Public Affairs and Communications and Sustainability GB, Coca-Cola European Partners

10:50

Dynamic crisis response: Managing a breaking story

Keynote presentation

This case study will share a blow-by-blow account of a recent crisis and consider how the team:

• Determined their priorities in the first few hours

• Ensured agility: Structure, command structure and mechanisms put in place to deal with the crisis

• Agreed the decision-making process and judgement calls and why

• Leveraged data insight to inform response and key communication messages

• Handled media onsite and off

James Melville-Ross, Senior Managing Director - Strategic Communications, FTI Consulting

Adam Davidson, Senior Director, FTI Consulting

11:10

Networking break

11:45

The 10½ golden rules for crisis management

Presentation

• Receive practical, real-world tips on how to prepare for a crisis

• How to execute your plan effectively and reflect on what went well and what needs improving

• The session will be fast-paced, punchy and practical

Alexander Davies, Senior Director, Hanover Communications

12:10

A swift and unified crisis response: Why internal coordination is key

Panel discussion

• Irreverent to apologetic? Choosing the right communications approach for the situation

• Ensuring that all internal teams on your crisis plan are prepared to respond together

• Beyond social: Managing a crisis that dovetails with a PR and media outbreak

Anil Ranchod, Deputy Director PR & Communications, Stroke Association

Stephanie Kane, VP Brand & Communications, Avast

Kate Hartley, Co-Founder, Polpeo

Doug Male, PR Director, Guinness World Records

John Harrington, UK Editor, PRWeek

12:45

Networking lunch

13:45

Why are people turning on my brand? Understanding how people behave in a crisis

Presentation

To respond effectively in a crisis, you need to understand how people behave, and why. This talk will look at:

• What common behaviours trigger people to turn on a brand (and how to avoid them)

• The importance of empathy in crisis communications (and how to show it)

• Dealing with outrage and polarisation on social media

• Building resilience in your team so they can cope 

Kate Hartley, author of ‘Communicate in a Crisis’ and Co-Founder, Polpeo

14:10

14:40

Building reputation resilience before a crisis

Presentation

• Ipsos research with 150 global senior communicators provides insight into the strategies and tactics forward-thinking businesses are adopting to build reputation resilience.

• How a strong reputation can help you survive a reputational crisis, recover quickly and minimise damage to relationships and business value.

• How can your brand weather turbulence, protect your market position and license to operate?

Thomas Fife-Schaw, Corporate Reputation, Ipsos MORI

15:00

Networking break

15:30

Embracing vulnerability during crisis. How to proactively protect and reinforce your brand values during uncertain times

Presentation

• Taking a human-first approach to crisis management

• What can we learn from how brands and businesses have responded to the coronavirus pandemic and global social unrest?

• How can you avoid the perception of jumping on the bandwagon or crisis-profiteering?

• The importance of ensuring supportive statements are backed up by action

Sean Smith, Executive Vice President, Global Reputation Management Lead, Porter Novelli

Conroy Boxhill, Managing Director, Atlanta, Porter Novelli

15:55

Fake news and politicisation: how has the political climate affected trust in the media?

Panel discussion

• How has the public’s view of different forms of media changed during the crisis?

• How should organisations adapt their use of the media to fit changes in public perception?

Damian Collins MP, Former Chair, Digital, Culture, Media and Sport Select Committee

Will Moy, Chief Executive, Full Fact

Mark Borkowski, Founder and CEO, Borkowski PR

Dr Rima Merhi, Consultant, Media and Communications Lecturer, Freelance Journalist

John Harrington, UK Editor, PRWeek

16:35

Chair’s closing remarks