Crisis Management at the Speed of the Internet

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

Mid- to upper-level security managers; chief security officers; chief information officers; college-level educators, specifically in programs that cover security and risk management; publicity and brand management professionals who manage official, corporate social media pages

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