Brochure International Crisis Communication Conference 2018

International Crisis Communication Conference 5 + 6 April 2018 | Berlin

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Day on

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With the ubiquity of social, mobile and digital media, communication crises are looming at every click.

This year’s edition of the International Crisis Communication Conference presents a mix of presentations, workshops

enhance knowledge exchange and provide advice

Programme

and simulations designed to stimulate reflection,

as well as inspiration. Join us (again) in Berlin on the 5 and 6 April 2018 at Quadriga University of Applied Sciences for two interactive, fast-paced days of learning and networking.

Professor Ana Adi, Quadriga University of Applied Sciences Conference Moderator

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Thursday 5 April 2018 8.45 am

Doors open

9.30 - 9.45 am

Introduction by the moderator

Workshop II

Prevention is better than cure Dennis Larsen, Managing Partner, ReputationInc Northern Europe Cathy Byrne, Associate Partner, ReputationInc London Workshop III

Google never forgets, nor does your audience: challenges for crisis communications in the digital era

Professor Ana Adi, Quadriga University of Applied Sciences

Kick Off 9.45 - 10.15 am

Authors of their own misfortune?

Escalation, phase transitions, and the generation of crises

Frank Schönrock, CEO, Grayling Germany

4.00 - 4.30 pm

Summary and key learnings

4.30 - 5.00 pm

Coffee

Professor Denis Fischbacher-Smith, University of Glasgow

Module I: Cybercrime and political crisis 10.15 - 10.55 am

Module III: Trust is key

Panel

Communication in the event of a cyber crisis

Call for papers 5.00 - 5.35 pm

tba

10.55 - 11.30 am

Best Case

The Ukrainian-Russian conflict: Dealing with a crisis every day

Best Case 5.35 - 6.10 pm

6.10 - 6.30 pm

Coffee from 6.30 pm

Best Case

From being a relatively unknown institution in Budapest to a global symbol of academic freedom Aranka Szabó, Digital Content Manager, Central European University

12.35 - 1.10 pm

Sum up by the moderator Professor Ana Adi, Quadriga University of Applied Sciences

Module II: It's all about social media 12.00 - 12.35 pm

Critical steps of crisis communications Tom Armitage, Regional CGA Director, Europe, Mondelēz International

Alexandra Afanasieva, Head of Corporate Communications, PJSC SBERBANK

11.30 - 12.00 am

Present your mismanaged crisis and key learnings

Dinner

Friday 6 April 2018 8.30 am

Doors open

9.00 - 09.10 am

Introduction by the moderator Professor Ana Adi, Quadriga University of Applied Sciences

Best Case

Rough seas: How to weather the storm

Simulation Game by Ewald & Rössing

tba Phase I 1.10 - 2.10 pm

Lunch

9.10 - 11.40 pm

2.10 - 2.30 pm

Workshop introduction

11.40 - 1.55 am

Analysis Phase II

Strategy development Phase III

1.55 - 3.30 pm

Workshop Session

2.30 - 4.00 pm

Implementation Phase IV

3.30 - 4.30 pm

Group feedback and results

4.30 - 4.45 pm

Sum up by the moderator

Workshop I

"Ready, set, go: turning your comms team into a crisis squad!"

Professor Ana Adi, Quadriga University of Applied Sciences

Caroline Sapriel, CS&A International Koen Peeters, CS&A International CNC Situation Room, duration: 90 minutes

Insights Thursday 5 April 2018

There has long been a recognition that managers can generate the conditions for crises that they will subsequently have to manage. Even for crises triggered by external events, the development of organisational capabilities to cope with those events is a core managerial task. All too often, an assumption is made that certain events cannot occur at a scale that can cause harm, or that organisational defences will be able to prevent incidents from escalating into crises. As a result, denial on the part of decision-makers remains a major cause of the inabilities of organisations to develop effective crisis management capabilities. This keynote considers the process by which managers generate the conditions for organisational failures and also highlights the ways that these vulnerabilities allow incidents to escalate into crises. It explores the processes through which crises escalate, the role that organisational defences play in this process, and the nature of the phase transitions that form part of a crisis. It will also highlight issues around the roles that early warning and near miss detection can play within the process.

Day 1, Insights

Kick Off Authors of their own misfortune? Escalation, phase transitions, and the generation of crises Professor Denis Fischbacher-Smith, University of Glasgow

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Best Case The Ukrainian-Russian conflict: dealing with a crisis every day Alexandra Afanasieva, Head of Corporate Communications, PJSC SBERBANK In Ukraine, mass communications play one of the most crucial roles for both politics and business, a role which is especially important during the continuing geopolitical crisis. The country’s unusual geopolitical position has led to the accelerated development of innovative media, furthering their rapid evolution and even the emergence of unusual hybrid forms. A few of these unexpected hybrids include controlled information field formatting, wide scale audience manipulation targeted at social network users allowing on-demand public opinion production, and use of botnets.

The appropriate application of these and other methods are just a few of the challenges that a communications specialist deals with on a daily basis. This best case will present insights into the Ukrainian-Russian crisis from a unique perspective.

Best Case Critical steps of crisis communications Tom Armitage, Regional CGA Director, Europe, Mondelēz International Mondelēz International has a robust approach to communicating at all times, including during times of crisis. Engaging and informing colleagues is critical to the success of this strategy, as is ensuring that stakeholder and media communication is a continuous activity that helps to build the profile and reputation of the organisation.

Best Case From being a relatively unknown institution in Budapest to a global symbol of academic freedom Aranka Szabó, Digital Content Manager, Central European University In April 2017, the Hungarian Parliament passed legislation threatening Central European University’s operations. CEU responded by launching a global awarenessraising campaign, including #istandwithCEU. According to research conducted at CEU’s Center for Network Science, the hashtags #IstandwithCEU, #aCEUvalvagyok and #LexCEU had a potential reach of 140 million.

Panel Communication in the event of a cyber crisis tba According to estimates, the damage caused by cyber crime in 2019 will amount up to two trillion dollars. Politicians have responded to the new nature and scale of cyber attacks: As of 25 May 2018, most companies within the EU will be obliged by law to report to the relevant authorities within 72 hours and thus communicate the attack. In the event of a violation of the new data protection guideline, companies face fines of up to 20 million euros or 4% of the total worldwide turnover of the previous year.

This measure increases the pressure on companies to inform the public, customers and shareholders quickly and transparently in the event of a cyber attack, even if the nature and scope of it has not yet been fully assessed. A London-based cyber communications expert and a forensics IT expert and a former hacker will discuss ways in which you can face the unknown.

Interactive Thursday 5 April 2018 | Workshop Session

This dynamic and interactive session is focused on getting the most out of your communications team in a crisis. How to redeploy your team optimally, how to mobilise additional resources, how to get your content in tip-top shape ready to roll-out in a crisis, how to liaise effectively with the affected business leads, and more - everything a communications team needs to operate as a crisis squad! This workshop will invite participants to share their own set-up and learn from each other's experience with the guidance of experts in the field.

Day 1, Workshops + CNC Situation Room

Workshop I "Ready, set, go: turning your comms team into a crisis squad!"

Caroline Sapriel, Founder and Managing Partner, CS&A International Koen Peeters, Senior Consultant, CS&A International

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Workshop II Prevention is better than cure Cathy Byrne, Associate Partner, ReputationInc London Dennis Larsen, Managing Partner, ReputationInc Northern Europe Many organisational crises are worsened, or even caused, by ineffective communication. Some can even be avoided altogether through excellent approaches to internal and external communication. We’ve learned from best practice research that the key to prevention is advanced monitoring and foresight combined with continued strategic and tactical reputation management. After all, a superior reputation is a buffer to harmful effects from crises.

Join us as we learn from best practice examples, and peers, as we explore what you can do to prevent crises and spot new opportunities for business success.

Workshop III Google never forgets nor does your audience: challenges for crisis communications in the digital era Frank Schönrock, CEO, Grayling Germany In times of “alternative facts”, the potential for every individual to become famous for 15 minutes on social media, and a changed technological environment with algorithms causing information bubbles, crisis communications faces complete new challenges. But how to protect your company or brand reputation and to manage a crisis under these new circumstances under high pressure? Attendees of this interactive workshop will experience new mechanisms and techniques to manage a crisis in the digital era.

Thursday 5 April 2018 | CNC Situation Room In the eye of the storm

JOIN US AS WE RUN A LIVE, FULLY INTERACTIVE AND DIGITALLY-DRIVEN CRISIS SIMULATION TRAINING WITH CNC’S NEWLY DEVELOPED SITUATION ROOM

Cyber breaches, social media storms, and fake news campaigns have become new threats to business. Protecting your company’s reputation when something goes wrong is one of your key responsibilities as communicators. Join our best-in-class crisis training (90 minutes) to see what you can do best to prepare yourself for these new rising challenges. Our workshop session gives you hands-on, practical experience in managing a true-to-life crisis situation as it unfolds in real-time across multiple channels and stake-holders.

To get some flavour of how it feels to be in the CNC Situation Room, visit our YouTube channel: www.youtube.com/watch?v=cMubRij-oBg

How it works Your role

Your dashboard

During the training, you will work as the communications department of a major European brand. Each participant fulfils an individual role from Head of Comms and External or Internal Comms to Media Relations and Social Media.

Each participant will have a laptop and a phone. The crisis unfolds in real-time on a PC-hosted dashboard running CNC’s propriety Situation Room software. Here, you can create and share documents, make phone calls, send emails, and follow the latest news coverage and online conversations.

Your response

Your experience

You will be able to fully respond and interact with different stakeholders including journalists, customers, investors and your online audiences. The CNC team manages the crisis from a second room, reacting live to every move your team makes.

You'll come away from this session having gone through a fast-paced, realistic crisis, armed with practical experience. But best of all – it’s great fun! We’re convinced you’ll enjoy yourself.

Alwin Binder is the lead developer of the CNC Situation Room. He focuses primarily on crisis communications and has carried out crisis simulation trainings for executive management groups and communications teams, amongst others for one of the world’s largest retail groups, one of the best known global NGOs, one of Europe’s largest banks, and one of Germany’s largest chemical plant operators. www.cnc-communications.com

Simulation Game Friday 6 April 2018

Day 2, Simulation Game 8

Scandals, attacks, accidents or natural disasters - crises occur suddenly and unexpectedly, and nobody can protect you from them. But you can practice taking the right decisions under time constraints and media scrutiny. As a participant of this game, you'll experience a fictitious crisis scenario and go through all the phases of crisis communication management. Together with other participants, you will form a crisis management group, define roles and tasks of a crisis committee and determine how to resolve the crisis. You will be prepared to meet the challenges of communicative emergencies through the integrated workshops.

Analysis

Strategy development

A crisis just occurred. Now it´s important to keep calm. What are the facts? What do we know? What can’t we know yet? You will learn to collect, rate and to prioritise the available information.

You now know what is at stake. How do you react? With a head-in-the-sand strategy?

Just keep silent? Or actively turning to the public? You will get to know a set of tools that will help you shape your strategy and choose the most favourable option out of a multiplicity.

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Implementation

Group feedback and results

The press is waiting for your statement. The wording is completed. It looks really simple on paper. But are you also prepared for critical questions? Statements in front of the camera or perhaps rather a press release?

Empathic tone but hard in business? You will learn to be prepared for critical questions and much more.

There will be an evaluation in the end.

Which crisis management group had the situation under control? Lean back - our crisis experts present you the results. Identify your own weaknesses and learn from the experiences of the day.

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At a glance Enter the competition We will take stock in the end: which group has mastered the crisis the best? Learn from the simulation game and take your crisis strategy to the next level.

Integrated workshops The simulation game is regularly interrupted by workshop sessions. Experts in this practice will provide you with the necessary tools you need to master the crisis yourself.

Teamwork You can’t deal with the crisis on your own. Organise your crisis management structure in small groups. Collaboration is key.

About Ewald & RĂśssing E&R provides guidance in crises. We help you prioritise issues, consult on strategic decisions that affect a broad range of internal and external stakeholders and deal with the situation on the ground. If needed, we can contribute an excellent network of external specialists from a variety of backgrounds. www.ewaldroessing.de

Call for papers Present your mismanaged crisis and key learnings

Your crisis communication strategy failed?

Which tools did you use?

What tools should you have used?

What were the key outcomes?

Secure your chance to be part of the conference and tell us your story

E-mail a one-page PDF to Julia (julia.wietreck@quadriga.eu) providing: 1. Your Name – Position – Company 2. Outline of your case

You have until 16 February 2018 to send in your ideas.

We look forward to receiving them!

The Conference Team

Service Location Quadriga Forum • Werderscher Markt 15 • 10117 Berlin www.quadriga-forum.de

Registration Don't miss this opportunity to take advantage of our reduced early bird fee: 1190 EUR* until 9 March 1390 EUR* from 10 March Members of the EACD/BdP and subscribers of Communication Director magazine/ pressesprecher magazine can register for the fee of 1190 EUR*.

Register here: www.conferences.quadriga.eu/en/crisis/register

Contact Any questions?

Please get in touch with:

Julia Wietreck

Jemila Lawal

Telephone: +49 (0)30 84 85 9 123 Email: Julia.Wietreck@quadriga.eu

Telephone: +49 (0)30 84 85 9 496 Email: Jemila.Lawal@quadriga.eu

*Prices do not include VAT. Find detailed terms and conditions at: www.conferences.quadriga.eu/en/terms

www.conferences.quadriga.eu/en/crisis