Beyond #SocialMedia Policy…The “Mom” Standard

July 8, 2014 by Lisa Matheson
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Crisis Whisperer Lisa Matheson Mom Standard
This morning I read the story on ABCNews.com where an ER nurse was fired after reposting an image of the aftermath of an ER room — not for violating policy but for being “insensitive.” Even the best of social media policies has grey or “interpretive” areas.  So how do you offer pre-posting guidance to your employees? One easy rule of thumb is to use the “Mom” standard.  Even if your own mother wasn’t on the cover of a parenting magazine, you understand the simple to Continue reading →

Do It Right or Do Damage Control

May 30, 2014 by Lisa Matheson
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Crisis Whisperer Lisa Matheson - NWS Baltimore Facebook SNAFU 05-27-14
We’ve all heard the old query – “If a tree falls in a forest with no one around, does it still make a sound?” Today, it could be: “If you push messaging on a channel few use, does it reach the intended audience?” The answer, of course, is no. The quandary is that there are so many communications channels. How do you chose the ones that will reach your audience, especially in a crisis when communication is critical? First, you have to know who your audiences Continue reading →

Planning for Life’s Little Emergencies

May 23, 2014 by Lisa Matheson
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Crisis Whisperer Crisis in the Classroom
Crisis communications are not just for catastrophic events. The techniques used by crisis communicators help manage small events and can minimize them and their impact. In a story coming from Las Vegas, during a soft lockdown due to a suspicious person reported on or near the Ruth Fyfe Elementary School campus on May 14, a young girl was required to relieve herself in a classroom wastebasket. Naturally, she was embarrassed and her mother was incensed. Unfortunately, the Clark County School District responded to the situation Continue reading →

Spokesperson Training is Critical for Successful Crisis Communications

May 16, 2014 by Lisa Matheson
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Crisis Whisperer Spokesperson Training
Nothing makes a crisis situation go from bad to worse than a spokesperson doing a poor interview with the media. The Superintendent of Riverdale Local Schools in Hancock, Ohio, was interviewed by the local media after a teacher was caught on video manhandling a six year old boy in the hallway that has since gone viral. His interview is an example of how small gaffes can diminish a spokesperson’s credibility and authority–even if the management steps to address the crisis were handled properly. Watch the interview On Continue reading →