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When Crisis and Twitter Converge

In today's fast-paced media landscape, organizations must adeptly handle challenging reporters and difficult situations. This discussion explores the intersection of crisis management and media communication, particularly during events like the bus strike in Phoenix. Learn how to respond to unsubstantiated tweets, manage the influx of media inquiries, and maintain your organization's credibility. Discover key strategies for presenting facts authentically, advocating for resolution, and setting interview parameters without rushing. Empower your organization with the tools to emerge stronger from a media crisis.

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When Crisis and Twitter Converge

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  1. When Crisis and Twitter Converge How to Handle Challenging Reporters, Difficult Media Situations and the 24/7 Media Pace Hillary Foose Director, Communication & Marketing Valley Metro, Phoenix, AZ

  2. Background • Unified East Valley bus service under single contractor • Significant milestone • First Transit & Union could not reach agreement • Bus strike on 40 routes • Aug. 1 – 4 • No reduced service

  3. Friend or Foe • Coverage provided by City of Tempe beat reporter • Naïve to transit, insensitive to dynamics • More senior, transportation reporter pulled to national stories

  4. 1. Twitter as News vs. Personal

  5. Twitter Dilemma & Our Response • Unsubstantiated tweets generate frenzy • Influx of media inquiries • Appearance of holding back • Continues to pit two sides against each other • VM served as authentic news source • Presented facts, when available • Objective party – advocating for resolution • Was humanistic

  6. 2. Missed Nuance Phoenix-area bus drivers still planning strike By The Republic | azcentral.com Sat Jun 29, 2013 1:39 AM […] Banta said officials on the procurement team, which he said he was not a part of, made the decision not to include the requirement to maintain minimum bus service.

  7. Fallout & Lessons Learned • Strained relationships • Made attempts to correct • Repeatedly used in story updates • Created questions about landmark decision • Never rush to an interview • Despite crisis, you set pace/parameters • More than one in an interview • Push back on reporters/editors

  8. Back in Business

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