Key Points
  • Step-by-step guide of how to plan and manage a crisis communications response
  • Review best practice in communications in the aftermath of an emergency or terrorist attack
  • Understand what the media are looking for and the changing news environment
  • Navigating the challenges of social media and how to provide an integrated response
  • How to prepare your team for a crisis and prepare spokespeople for media interviews
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Led by the massive growth in the use of social media, public scrutiny of organisations and their actions, particularly in dealing with an incident or emergency, has never been greater.

An incident can occur at any time and can take many forms – a cyber breach, a terrorist attack, or even a badly worded tweet. If handled badly, it can rapidly escalate and devastate an organisation’s reputation, if managed well, it can strengthen relationships and trust.

Workshop leader Victoria Bacon until recently led the travel industry’s communications response on a range of major incidents and crises including terrorist attacks on UK tourists and travel company failures and regularly featured as a broadcast spokesperson, including on BBC Breakfast, ITV News, BBC R4 Today programme and Panorama. She will provide expert, up-to-date advice on crisis communications handling.

The half-day workshop will look at a range of different scenarios, drawing on experience from a range of real-life high-profile incidents. It will provide practical insights on how to prepare for and respond to a crisis from a communications perspective. Learn how to identify an incident and rapidly escalate and manage a response; what the media are looking for and how to manage them; how to manage social media to your advantage; and must haves and ‘watch outs’ in preparing your spokespeople for interview.

Attendees will gain actionable insights and guidance in planning for and responding to a crisis. It will:

  • Define what constitutes a crisis and outline steps to take to prepare your team to respond
  • Set out a step-by-step approach to best practice in crisis communications response, using real-life examples
  • Provide guidance on managing social media and using it to support your crisis handling
  • Provide expert advice on interview-handling, and preparing spokespeople for media interviews, including pitfalls to avoid


08:50 - 09:00
Workshop Leader’s Introduction


09:00 - 09:55
Preparing for Crisis

  • What is a crisis? How to identify the difference between incidents and crises
  • Preparing your team to manage a crisis, identifying roles, preparing messages, getting to know the media 
  • Making the most of your resources, in-house or agency?, social media monitoring and management
09:40 – 09:55    Questions and Discussion

09:55 - 10:00
Mini Break


10:00 - 10:55
Crisis Response

  • How a crisis unfolds: how it is triggered and how it escalates
  • Dealing with a major crisis: A spotlight on the 2015-2016 tourist terrorist attacks
  • What the media are looking for and what you need to do to manage them effectively
  • Implementing your plan, turning preparation into action under intense pressure
10.40 - 10.55 Questions and Discussion

10:55 - 11:10
Refreshment Break


11:10 - 11:55
Managing Social Media

  • The changing news environment, the latest insights on how your stakeholders are consuming news and the rise of user generated content
  • The challenges of social media, and the pressure on team resources
  • Take back control! Practical tips on how to use social media to your advantage
11:40 - 11:55  Questions and Discussion

11:55 - 12:00
Mini Break


12:00 - 12:55
Preparing your Spokespeople for Interviews

  • Identifying and preparing the right person for the job, key message preparation and asking the right questions before the interview starts
  • Interview management and control, focusing on different formats and interview types: radio or TV?; regional or national?
  • Top tips and common pitfalls
12:40 - 12:55 Questions and Discussion

12:55 - 13:00
Workshop Leader's Closing Remarks




Victoria Bacon Independent Consultant specialising in Reputation Management, Business and Brand Strategy

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Venue details

Digital Event Broadcast Live

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