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    Crisis Management at the Speed of the Internet: Trend Report
    Crisis Management at the Speed of the Internet: Trend Report
    Crisis Management at the Speed of the Internet: Trend Report
    Ebook65 pages25 minutes

    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
    LanguageEnglish
    PublisherElsevier Science
    Release dateMar 25, 2013
    ISBN9780124115910
    Crisis Management at the Speed of the Internet: Trend Report
    Author

    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

      Twitter

      Facebook

      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

      The Boulevard, Langford Lane, Kidlington, Oxford, OX5 1GB, UK

      225 Wyman Street, Waltham, MA 02451, USA

      First published 2013

      Copyright © 2013 The Security Executive Council. Published by Elsevier Inc.

      No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or any information storage and retrieval system, without permission in writing from the publisher. Details on how to seek permission, further information about the Publisher’s permissions policies and our arrangement with organizations such as the Copyright Clearance Center and the Copyright Licensing Agency, can be found at our website: www.elsevier.com/permissions.

      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

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