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Executing Crisis Supplemental Files: Managing A Crisis In The Media

The following are supplemental files referenced within the book

Executing Crisis: A C-Suite Crisis Leadership Survival Guide

By Dr. Jo Robertson

Crisis Management Expert

Executives can often find themselves bombarded with questions from the media in the face of a crisis. To help combat the media our crisis management experts can help executives navigate through a crisis when making a press statement.

Here are two audio clips from Rich Rowe’s press conference following the Arkema Crosby crisis referenced in section 9.2.2 illustrate what it sounds like in a phone interview or press conference when your spokesperson staples his/her press statement together.

The page turns are very obvious. Printing one-sided and spreading the pages out in front of you (instead of holding the statement in your hands as Rich Rowe did) eliminates the obvious “page turn.”
Audience members won’t hear the crinkling of the pages as they turn and it will sound more conversational and less scripted.

FILE 1:

 

 

FILE 2:

 

The following video clip, referenced in section 9.2.1, illustrates the need to always be on guard when there is a microphone in the room, whether or not you believe the interview has officially begun.
In the final sentence of the video clip, Assistant DC City Administrator Merrick Malone unguardedly reacts when I told him the waterfront fish sellers claimed his waterfront redevelopment plan would drive them out of business. His reaction was captured during camera set-up for the interview.
Although a microphone had already been clipped to his tie, he did not believe the microphone was on. It was.

Click here to view the video: DC Wharf.

 

For ease in accessing the hyperlink examples cited in the body of the book, we have included a consolidated list here:

Chapter 2:

 

Fig. 2-1. Erik Qualman’s Socialnomics video clip can be found at

https://www.youtube.com/watch?v=N4znQDyz038

 

Fig. 2-2 Video clip of Dallas Fox affiliate poking fun at its embrace of social media can be found

at http://www.youtube.com/watch?v=O8g3AFnT_Hk

 

Fig. 2-3. Detail on the most popular social media channels can be found at

https://wearesocial.com/global-digital-report-2019

 

Fig. 2-4. Detail on the most popular platforms in France can be found at

https://www.slideshare.net/wearesocial/digital-in-2018-in-northern-europe-part-1-west-86864045

 

Fig. 2.5. ASUS “fail” courtesy of Bernstein Crisis Management blog at

https://managementhelp.org/blogs/crisis-management/2012/06/10/asus-fails-at-social-media/

 

Fig. 2-6 Melissa Agnes video clip can be found at

https://www.youtube.com/watch?v=VQGEPEaEWtg

 

Fig. 2-7. A video clip of the real Gary Southern press conference can be found at

https://www.youtube.com/watch?v=hAGixCOj8bg

 

Fig. 2-8. Tom Hansen’s parody of Gary Southern can be found at

https://www.youtube.com/watch?v=poU8V1ITP_0

 

Fig. 2-9. News coverage of NYC KFC/Taco Bell rat problem at

http://www.youtube.com/watch?v=su0U37w2tws

 

Chapter 3:

 

Fig. 3-1. Video coverage from the fire at Crosby can be found at

https://www.cnn.com/videos/us/2017/09/02/fires-chemical-plant-texas-todd-sot.cnn

 

Fig. 3-3. Video of Rich Rennard answering media questions the day of the first explosion can be

found at https://www.youtube.com/watch?v=zs5cExp-OFA

 

Fig. 3-4. Screen grab from a Rachel Maddow MSNBC broadcast showing Arkema’s one-page

overview on Crosby verbatim. https://www.youtube.com/watch?v=_UvL-io4KWk

 

Fig. 3-5. Detail from the publicly available one-page overview for Crosby.

https://www.arkema-americas.com/en/arkema-americas/united-states/crosby-tx/

 

Fig. 3-6. Detail from the Arkema Crosby plant one-pager available online during the crisis.

Current one-pagers for each site can be found at https://www.arkema-americas.com/en/arkema-americas/united-states/

 

Fig. 3-7. Detail from the Arkema Crosby plant one-pager focusing on community involvement

and available online at www.arkema-americas.com during the crisis.

 

Chapter 4:

 

Fig. 4-2. Imamu Baraka’s patient dumping video can be found at

https://www.washingtonpost.com/news/local/wp/2018/01/10/video-shows-apparently-incapacitated-half-naked-woman-put-out-in-cold-by-baltimore-hospital/?arc404=true

 

Chapter 8:

 

Fig. 8-1. Audra D. Bridges’ video of Dr. David Dao being dragged of a United plane can be found at https://www.cnbc.com/2017/04/10/video-surfaces-of-man-being-dragged-from-overbooked-united-flight.html

 

Fig. 8-3. Lululemon’s victim-blaming apology can be found at

http://www.youtube.com/watch?v=u4jIBlTIkSk

 

Fig. 8-4. Brown’s Bar offers an insincere apology at http://vimeo.com/44816688

 

Chapter 9:

 

Fig. 9-1 Memorizing can make you sound robotic. See

https://www.vox.com/2016/2/6/10929738/marco-rubio-debate

 

Fig. 9-2. Look them in the eye at https://www.youtube.com/watch?v=lc3UZ0lWNng

 

Fig. 9-3 Pinstripe shirt jitter at https://www.youtube.com/watch?v=jXEgnRWRJfg

 

Fig. 9-4. Sit on your coat tails at https://vimeo.com/67010349

 

Fig. 9-5. People with dark skin tones may want to be careful wearing white unless the photographer can adjust for skin tone. See guidance from Elena Wilkins at https://digital-photography-school.com/how-to-photograph-mixed-skin-tones/

 

Fig. 9.6. More guidance on exposing for darker skin tones at

https://jezebel.com/the-truthabout-photography-and-brown-skin-1557656792

 

Fig. 9-7. Viewers want to see your eyes https://www.youtube.com/watch?v=zs5cExp-OFA

 

Chapter 10:

 

Fig. 10-1. SimpliFlying slideshare at https://www.slideshare.net/shanxz/asiana-flight-214-crash-in-sfo-crises-management-case-study-and-analysis

 

Fig. 10-2. SimpliFlying analysis indicates the public flocked to Asiana’s social media sites to try

to get their information from the company itself.

https://www.slideshare.net/shanxz/asiana-flight-214-crash-in-sfo-crises-management-case-study-and-analysis

 

Fig. 10-3. SimpliFlying example of inaccurate reporting by an eyewitness whose erroneous

account was picked up by the media because the company didn’t step forward with accurate

information quickly.

https://www.slideshare.net/shanxz/asiana-flight-214-crash-in-sfo-crises-management-case-study-and-analysis

 

Fig. 10-4 The talking hat can be found at https://www.youtube.com/watch?v=p-8pz7Ot-WI

 

Fig. 10-5. More on the Spirit of Justice statue at the State Department can be found at

http://www.kamenko.com/news/politics/washington-politics/ashcroft-addresses-employees-at-the-justice-department

 

Fig. 10-6. Too visually interesting at https://www.youtube.com/watch?v=Z41A3p-L0fE

 

Fig. 10-7. Minimal techniques for better lighting can be found at

https://www.youtube.com/watch?v=Tin5q2-yPew&list=PLB938E50055C56A51

 

Fig. 10-8. Minimal techniques for better lighting can be found at

https://www.youtube.com/watch?v=d5uybmobdFY

 

https://www.youtube.com/watch?v=v0FWNXEDzDE

 

Fig. 10-9. Minimal techniques for better lighting can be found at

https://www.youtube.com/watch?v=FINpcXNo5iU

 

Fig. 10-10. Reading from a script does not look sincere – see http://vimeo.com/44816688

 

Fig. 10-11. Blue Bell video clip done simply at https://www.youtube.com/watch?v=yphTqJmVD1A

 

Fig. 10-12. Pepsi bottling process video clip demonstrated beyond all reasonable doubt that a syringe could not have been inserted during the bottling process at

https://www.youtube.com/watch?v=wi9xDEIHuWA

 

Fig. 10-13. Example of a spokesperson with no avenue for escape at https://www.youtube.com/watch?v=WVRhn7Nja5g

 

Fig. 10-14. Try not to talk yourself into a corner at https://www.youtube.com/watch?v=Tk_EBNLyqxw

 

Fig. 10-15. Spokesperson absent a wingman to recognize when the messages had been delivered and there was nothing left to gain at

http://www.youtube.com/watch?v=mjsE4AZZgbc

 

Fig. 10-18. Ill-informed analysts will fill voids at https://www.youtube.com/watch?v=_82Tf1x18n0

 

Your Crisis Management Expert

EXECUTING CRISIS provides the guidance needed for executing on that need. Dr. Jo Robertson, is a leading expert in crisis management. His book lays out the key concepts that business leaders need to apply to their own organizations so they don’t have to rely on outside crisis advisors to swoop in and save the day. Get your copy of EXECUTING CRISIS today so you can be ready to manage any crisis!