The Resident Ref: Crisis Communication for Your Community
In the age of the social web, communications about your brand, company, communities, and competitors are taking place every day—very often without our knowledge or participation—and in a real-time environment where they can propagate and proliferate like wildfire, with as much potential to do damage. No longer are customers merely “consumers” of our product, but also of these conversations, making it imperative that we learn the art and science of diffusing conflict … before it erupts. This session is designed to teach you how to handle today’s new brand of crisis communication in both the online and offline world with key points including: crafting a crisis communications policy; incorporating monitoring measures and responsibilities into your infrastructure; what, when, and where to listen; knowing when to step in; taking the appropriate stance; words that work; rallying the right kind of support; and more.
Session Details
- Date: Thursday, September 16, 2010
- Time: 4:15 – 5:30 pm
- Room: Dallas D3
- Level: Intermediate to Advanced
- Track: Management / Marketing
President, Firebelly Marketing 
Duncan Alney is focused on configuring and integrating social media marketing strategies to help companies build emotional relationships and build value for both brands and their audiences. His clients include QDoba Mexican Grill, United Way, American Cancer Society, YATS, and J.C. Hart – and he works with his team to develop and measure conversations, content and community. Duncan has worked in the brand communications field for 17 years, and holds degrees from Hanover College, USA and St. Xavier’s College, Calcutta, India. He’s an award winning short film maker and a voracious writer, blogging for Digitalia, a social media marketing blog, and publishing Passionati, an online magazine on music, film, travel, food, and life. Duncan is also an avid traveler, chaser of food experiences, photographer and film maker. He’s completed 5 marathons and several triathalons. Brainstorming 2010 Tracks:
