Crisis Management at the Speed of the Internet: Trend Report
By Bob Hayes and Kathleen Kotwica
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About this ebook
Crisis Management at the Speed of the Internet provides security executives and practitioners with an overview of the potentially harmful impact of social media communication on corporate reputation. Within minutes, the online consumer community can propel a company into an image crisis, brand damage, and a financial disaster—even if the viral information isn’t factual. It is critical that an organization respond quickly and decisively to crises in online media.
The report explores examples of companies that have experienced this kind of impact, and describes practical, strategic methods for mitigating and resolving a crisis, including cross-functional team readiness and internal communications training. It is a valuable resource for any security professional working to create or improve an existing corporate crisis management policy.
Crisis Management at the Speed of the Internet is a part of Elsevier’s Security Executive Council Risk Management Portfolio, a collection of real world solutions and "how-to" guidelines that equip executives, practitioners, and educators with proven information for successful security and risk management programs.
- Provides security executives and practitioners with an overview of the potentially harmful impact of social media communication on corporate reputation
- Cites examples of companies that have experienced this kind of threat and describes the successes or failures of their responses
- Describes practical, strategic methods for mitigating and resolving a crisis
Bob Hayes
Bob Hayes has more than 25 years of experience developing security programs and providing security services for corporations, including eight years as the CSO at Georgia Pacific and nine years as security operations manager at 3M. His security experience spans the manufacturing, distribution, research and development, and consumer products industries as well as national critical infrastructure organizations. Additionally, he has more than 10 years of successful law enforcement and training experience in Florida and Michigan. Bob is a recognized innovator in the security field and was named as one of the “25 Most Influential People in the Security Industry in 2007 by Security magazine. He is a frequent speaker at key industry events. He is a leading expert on security issues and has been quoted by such major media outlets as the Wall Street Journal and Forbes. Bob is currently the managing director of the Security Executive Council.
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Book preview
Crisis Management at the Speed of the Internet - Bob Hayes
Crisis Management at the Speed of the Internet
Trend Report
Bob Hayes
Kathleen Kotwica
Table of Contents
Cover image
Title page
Copyright
Executive Summary
What is a Trend Report?
Introduction
Understanding Threats from New Internet Technologies
YouTube
MySpace
Other Social Networking Sites
Examples of Internet-Based Incidents
Domino’s Pizza
United Airlines
Other Examples
Planning Ahead to Mitigate a Possible Internet Crisis
Assessment
Preparing for a Crisis
Proven Results
When Time Matters Most: Responding in Real Time
Speed of Response
Relevance
Closure and Follow-Through
A Comprehensive Approach to Internal Communications
Credibility
The New Timeline
Educate Executives on How to Respond
Don’t Let Rumors Start
Additional Resources
Also Available in Elsevier’s Security Executive Council Risk Management Portfolio
Contributors
References
About the Authors
About Elsevier’s Security Executive Council Risk Management Portfolio
Copyright
Elsevier
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225 Wyman Street, Waltham, MA 02451, USA
First published 2013
Copyright © 2013 The Security Executive Council. Published by Elsevier Inc.
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This book and the individual contributions contained in it are protected under copyright by the Publisher (other than as may be noted herein).
Notices
Knowledge and best practice in this field are constantly changing. As new research and experience broaden our understanding, changes in research methods, professional practices, or medical treatment may become necessary.
Practitioners and researchers must always rely on their own experience and knowledge in evaluating and using any information, methods, compounds, or experiments described herein. In using such information or methods they should be mindful of their own safety and the safety of others, including parties for