Effectively Managing a Crisis With Social Media

Effectively managing a crisis in the construction industry requires strategy, planning and communications expertise. And, the media has a large role in how the crisis is communicated. This webinar will share insight from several perspectives-journalist, public relations professional, industry association manager as well as a marketer for a construction company. Each speaker will share real-world experiences and tips for effectively communicating in a crisis situation.  Limited tickets-register now. By attending this program, you will learn: 1) Gain a methodology of how your organization should handle a crisis from a media perspective. 2) Learn how social media has impacted crisis communications. 3) Understand how to effectively work with the media during a crisis. This is a 60-minute interactive program.

Register for the Webinar

Presenters:

Jim Baty, Technical Director, Tilt-Up Concrete Association and Concrete Foundations       Association Baty is a frequent industry educator on topics ranging from best construction practices to cold weather concrete performance, energy performance guidelines to architectural creativity and everything in between. His real-world experience handling crisis situations on behalf of both Associations will provide an industry perspective to the panel. Aileen Cho, Senior Editor, Engineering News-Record Cho is the senior editor for all things transportation at Engineering News-Record. She has been on several award-winning editorial teams covering such crises as the I-35W bridge collapse, Hurricane Katrina and 9/11. She has won Neal Awards for Best Feature and Best Technical Article in 2011 and 2012, Best Journalist in 2006 from the American Association of Engineering Societies and Honorable Mention from CW for her article on airports in 2004.   Brian Gallagher, Director of Marketing, O'Neal, Inc. Gallagher has served in executive level marketing positions with industry leading engineering, construction and manufacturing organizations, and in each of these roles, he has had to effectively lead his organization through a variety of crisis. His extensive background and knowledge of the construction industry enables innovative and effective marketing programs. Wendy Ward, Senior Vice President, Constructive Communication, Inc.   Ward has more than a decade of experience handling crisis communications for associations, product suppliers, engineering and architecture firms as well as contractors. Her proven method for creating crisis plans before the crisis has effectively helped numerous organizations effectively manage their communications efforts when disaster has struck.

Damage Done For Toyota

Toyota's quality issues have been dominating the news lately. Unfortunately for Toyota, the damage is done. Toyota failed to manage the crisis from the beginning. They failed to get out in front of the crisis before it became a story. Toyota's failure in managing the crisis will have a long-term impact on one of the world's most respected brands.

The unintended acceleration problem is the most recent in a string of quality issues plaguing Toyota. In just the last couple of years, Toyota has dealt with quality issues including rusting Tundras, steering rod issues, floor mats and now the accelerators. For a brand that has been build on quality and reliability, the damage is done. Restoring consumer’s confidence will be a momentous challenge for Toyota. Their failure to address the issues and be proactive with their customers has hurt their credibility.

While Toyota is in the automobile business, there are several aspects to this story that I want to address that go beyond the auto industry.

Lost Focus on Quality
The first aspect is at the root of Toyota’s quality and reliability issues. Toyota, a leader in quality for years, has taken a quality. Recalls, safety problems and law suits are the public symptoms of the problem. Toyota, which until recently was gaining market share, expanded too quickly. According to Automotive News, an auto industry trade magazine, Toyota’s market share in the U.S. rose to 17% in 2009 from just 9.3% in 2000. During that same time, Toyota moved up to number 2 in sales from number 4, just behind GM.

Volume and market share became so important for Toyota that quality suffered. Toyota also became a global manufacturer by locating assembly plants around the world. However, they have not been able to maintain quality production at these plants. Toyota became overextend, and their product suffered.

A Damaged Brand
Toyota had become a trusted brand based on quality and reliability. Automobile purchasers knew what to expect when they bought a Toyota. Over the years, Toyota has invested hundreds of millions in advertising and brand building. Toyota has successfully become one of the top brands in the world. Unfortunately, one of the most respected brands in the world has been tarnished. No brand that is bulletproof. The lesson here is that brands are valuable assets that must be managed and protected.

PR Mistakes
The last few weeks are a living case history in how not to handle a crisis. When managing a crisis, you need to get out in front of the problem quickly. Toyota has not managed the crisis, the crisis has managed Toyota. Toyota was slow to publically address the problems. Initially, there was no one from Toyota visible in the media. Essentially, Toyota lost control of the message and never got it back. Their lack of visibility allowed the media to control the message. The late attempt by the Toyota president Akio Toyoda was mediocre at best. They should have addressed the issue and taken responsibility.

Lack of Transparency
Congressional testimony and NTSB reports have revealed that Toyota knew of the issues months ago, but failed to address them publicly. Several media reports have cited an old Japanese proverb: "If it stinks, put a lid on it." It appears as if Toyota tried to follow this proverb and is now in a world of trouble.

Slow to Get a Message Out
Toyota was also slow to get their message out. Now, they are using television, radio and newspaper ad, as well as, social media. Unfortunately for Toyota every report of an unintended acceleration is now a national news story. Particularly in today’s media environment where responses are measured in minutes, the message needs to get out fast.

Toyota is still a great company, and they will survive this crisis. However, the damage has been done and the brand will forever be tarnished.