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Battling misperceptions & negative attitudes under clouds of mistrust

Battling misperceptions & negative attitudes under clouds of mistrust. Lessons from the front line Budapest Thursday, November 12, 2009 Mike Seymour International Director, Crisis & Issues Management. Edelman Global Crisis & Issues Management Network. US Director: Harlan Loeb.

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Battling misperceptions & negative attitudes under clouds of mistrust

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  1. Battling misperceptions & negative attitudes under clouds of mistrust Lessons from the front line Budapest Thursday, November 12, 2009 Mike Seymour International Director, Crisis & Issues Management

  2. Edelman Global Crisis & Issues Management Network US Director: Harlan Loeb International Director: Mike Seymour LONDON LONDON Mike Seymour Scott Thomson FRANKFURT Frank Schoenrock HAMBURG Cornelia Kunze PARIS Alexis Volanov TORONTO John McHugh Shane Dolgin BEIJING Charles Lankester Kevin Wang VANCOVERPatti Schom-Moffatt CHICAGO Harlan Loeb Gary Dunlap AMSTERDAM Laetitia Gruwel MONTREAL William George STOCKHOLM (Nordic Hub) Håkan Jarlenius SEATTLE Jim Blundell Jason Hunke DUBLIN Joe Carmody BRUSSELS Maha Dhurairaj MOSCOW Viacheslav Tikhomirov TOKYO Thomas Zengage Margaret Key PORTLAND Erin Holland WARSAW Mikołaj Piotrowski NEW YORK Michael Estevez SHANGHAI Tony Toa MILAN SergioVeneziani SACRAMENTO Steve Telliano SEOUL Tyler Kim Elisabeth Bae WASHINGTON,DC Charles Bakaly Frank Kauffman MADRID Veronica Barranco SAN FRANCISCO Jay Porter BARCELONA Alex Perez Alvarez T’AIPEI Lume Liao ATLANTASteve Behm GUANGZHOU Roxanne Wu SILICON VALLEY Todd Irwin MUMBAI (Bombay) Allwyn Fernandes HONG KONG Charles Lankester Damian Coory MIAMI Steve Behm Orlando Laura Guitar LOS ANGELES Alex Clark KUALA LUMPUR Karen Hoh SÃO PAULO Ronald Mincheff SYDNEY Nic Jarvis Amanda Little AUSTIN Daniele Allan SINGAPORE Bob Grove Michelle Ang DALLAS Teresa Henderson Deron Smith MELBOURNE David McCarthy BUENOS AIRES Allan McCrea Steele CAPE TOWN François Baird JAKARTA Chadd McLisky MEXICO CITY Gonzalo Olivares November 2009

  3. 2009 Edelman Trust Barometer

  4. 2008: A year unlike any other Dow Jones Industrial Average: Jan 1, 2008 – Dec 15, 2008

  5. Edelman Trust Barometer at a glance

  6. Surprise Lack of real Information Increased Noise The Never Changing First Management Challenge

  7. From Influence to Conversations Old Model New Model Pyramid of Influence Sphere of Cross Information Opinion Forming Elite

  8. Balancing Conventional against Online Media • Regulators • Experts • Investors • CEOs • Bloggers • Passionate Consumers • Employees Traditional top-down model T A L K Horizontal peer-to-peer model ENGAGE

  9. Characteristics of Issues & Crisis Management & Communications • Issues and problems in the public domain • When perceptions become more powerful than reality • When communication vacuums are filled with rumour, speculation, allegations & accusations

  10. Winning Back Trust & Re-Building Reputation - The Crisis Realities • In crisis communications cease to be about wresting back & maintaining control & must now focus on: • Listening & understanding internal & external points of view • Responding & communicating • Openly transparently • Consistently, everywhere, all the time

  11. Winning Back Trust & Re-Building Reputation - The Crisis Realities • In crisis communications cease to be about wresting back & maintaining control & must now focus on: • Listening & understanding internal & external points of view • Responding & communicating • Openly transparently • Consistently , everywhere, all the time • In crisis the corporate suite has to realise that • Silence is never golden – it breeds suspicion & erodes trust • No comment in any form has now come to be interpreted as obfuscating, hiding the truth or lying

  12. Battling misperceptions & negative attitudes under clouds of mistrust Lessons from the front line Budapest Thursday, November 12, 2009 Mike Seymour International Director, Crisis & Issues Management

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