ComplianceOnline

According to AON’s 2017 Global Risk Management Survey, reputation risk and brand damage remain senior executives number one concern. Between 2000 and 2018 the impact – both negative and positive, on shareholder value of a reputational crisis has doubled. Companies that managed crises poorly in 2000 on average lost 15% of shareholder value over the next 12 months. By 2018 that had doubled to 30%. Companies that managed crises well had a 10% increase in shareholder value in 2000 but in 2018, that had risen to 20%. The primary driver? Social media.

Social media is now commonly used by most companies as a key part of their marketing strategy. They recognize that social media is about engaging and building relationships with consumers. When an incident or product recall happens however, they go silent.

There is no more important time for companies to be engaging with consumers than when they have questions and concerns about the company and its products. There is perhaps no other industry more sensitive to online commentary than the hospitality industry. A study in 2016 showed that a company’s response to negative commentary had the largest impact on consumers view of the hotel and failure to respond at all was the most costly.

Seminar Fee Includes:
Lunch
AM-PM Tea/Coffee
Seminar Material
Attendance Certificate
$100 Gift Cert for next seminar

Incidents and product recalls are defining moments for companies in terms of their relationships with consumers. Social media provides an opportunity to engage consumers and answer questions and address concerns with accurate information. Failure to respond allows misinformation, rumor and speculation to circulate and a crisis becomes inevitable.

This course will provide participants with tools to prepare for and respond effectively to consumers over social media when an incident occurs.

Learning Objectives:

By the end of this course, participants will be able to:

  • Identify the key principles of incident and crisis management and what causes incidents to escalate
  • Respond appropriately to questions and concerns expressed over social media to prevent them from escalating
  • Use tools and guides to help assess incidents and develop an effective response strategy
  • Monitor social media responses and measure effectiveness
  • Practice key skills in a realistic social media crisis simulation

Who will Benefit:

Employees from all industries where engaging with consumers is a key part of their business, particularly food and consumer goods companies will be benefited by this workshop.

  • Consumer response managers and representatives
  • Brand managers
  • Marketing managers
  • Quality and technical managers
Register by phone or need assistance? Call +1-888-717-2436 Register Now Download Brochure
Day 01(8:30 AM - 4:30 PM)
  • 8:30–8:59 AM Meet & Greet
  • 9:00–11:00 AM Principles of social media crisis management
    • What causes incidents to escalate?
    • How has social media changed the way companies manage incidents?
    • How is management of social media in a potential crisis different to traditional crisis management?
    • Case studies in effective – and not so effective crisis management.
  • 11:00–12:00 PM Monitoring for social media incidents and identifying which ones you should respond to.
    • Identifying sites that may be talking about your products and brand
    • Monitoring processes and tools
    • Identifying escalating incidents and triggers – what types of incidents are you looking for?
  • 12:00-1:00 PM Lunch
  • 1:00-2:30 PM Initial response to a social media incident:
    • Which comments should you respond to?
    • What should you say and how should you say it?
    • Creating and using template responses effectively.
  • 2:30–3:00 PM Refreshments Break.
  • 3:00-4:30 PM LIVE: Social media crisis simulation (Part 1)

    Practical exercise in managing the initial stages of an incident. Group exercise where teams will be expected to respond to a simulated consumer comments on a variety of social media platforms. Responses will be reviewed and discussed.

Day 02(8:30 AM - 4:30 PM)
  • 8:30–8:59 AM Meet & Greet
  • 9:00 -11:00 AM Incident assessment
    • Stakeholder analysis – identifying stakeholders and anticipating and managing concerns and expectations.
    • Market analysis – how the incident environment affects how stakeholders react
    • Impact analysis – looking at best case and worse case scenarios and their potential impact on the business
  • 11:00AM-12:00PM Developing an effective response strategy
    • Components of an effective strategy
    • Balancing external expectations and longer term business interests
    • Establishing objectives
    • Monitoring and measuring communications effectiveness
  • 12:00-1:00 PM Lunch
  • 1:00- 2:00 PM Social media communications planning.
    • Resourcing a response
    • Creating key messages
    • Identifying the best channels
    • Writing and posting statements and FAQ’s
    • Responding to questions and concerns
  • 2:00 – 3:45 PM LIVE: Social media crisis simulation (Part 2)

    Continuation of practical exercise in managing an incident. Group exercise where teams will be expected to respond to a series of simulated inputs over a variety of platforms. Responses will be reviewed and discussed.

  • 3:45-4:30 PM Discussion of the simulation exercise
  • 4:30PM Review and Close
Register by phone or need assistance? Call +1-888-717-2436 Register Now Download Brochure
Steve Hather

Steve Hather
Risk, Product Recall and Crisis Management Coach, Trainer and Consultant for Food and Consumer Goods Companies

Steve Hather has been a trainer and consultant in risk management, security, business continuity, product recall and crisis management for over 25 years.

A qualified teacher by training, Steve started his career in risk management with the Australian government in counter-terrorism, a role which included designing and managing national counter-terrorism exercises and a 15 month secondment to the FBI in Atlanta establishing and working in the Olympic Intelligence Centre for the 1996 Atlanta Olympics. On his return to Australia he was seconded to the NSW Police as Director, Olympic Intelligence Centre before being recruited by The Coca-Cola Company.

Steve was a member of the international working group that developed the new International Standard for Product Recall (ISO 10393) and its related standard – the International Standard for Product Safety (ISO 10377). He was also involved in the development of the US Standard for Organisational Resilience. He is a sought after speaker at conferences on consumer product safety, product recall, incident management and crisis management.

Steve has worked with many of the “who’s who” in the Australian food industry including Foster’s Group, LION, Murray Goulburn, Coles Supermarkets, Coca-Cola Amatil, George Weston Foods, Goodman Fielder, Cheetham Salt, Kellogg’s and Treasury Wine Estates; right through to small food and beverage manufacturers.

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Register Now

Online using Credit card

$999.00

Seminar One Registration (USD)

December 6-7, 2018, Sydney, Australia
(Registrations till November 20, 2018 - $999)
(Registrations After November 20, 2018 - $1299)




Early bird seats are limited and based on first-come, first-serve.

Your registration fee includes the workshop, all course materials and lunch.


For discounts on multiple registrations, contact customer care at +1-888-717-2436.

Other Registration Option

By order form / PO#

Payment Mode

By Check -
Pay your check to (payee name) “MetricStream Inc” our parent company and Mail the check to:

ComplianceOnline (MetricStream, Inc),
2479 E. Bayshore Road Suite 260
Palo Alto, CA 94303
USA

By Wire -

Register / Pay by Wire Transfer

Please contact us at +1-888-717-2436 to get details of wire transfer option.

Terms & Conditions to Register for the Seminar/Conference/Event

Your registration for the seminar is subject to following terms and conditions. If you need any clarification before registering for this seminar please call us @ +1-888-717-2436 or email us @ customercare@complianceonline.com

Payment:
Payment is required 2 days before the date of the conference. We accept American Express, Visa and MasterCard. Make checks payable to MetricStream Inc. (our parent company).

Cancellations and substitutions:
Written cancellations through fax or email (from the person who has registered for this conference) received at least 10 calendar days prior to the start date of the event will receive a refund - less a $300 administration fee. No cancellations will be accepted - nor refunds issued - within 10 calendar days before the start date of the event.

On request by email or fax (before the seminar) a credit for the amount paid minus administration fees ($300) will be transferred to any future ComplianceOnline event and a credit note will be issued.

Substitutions may be made at any time. No-shows will be charged the full amount.

We discourage onsite registrations, however if you wish to register onsite, payment to happen through credit card immediately or check to be submitted onsite. Conference material will be given on the spot if it is available after distributing to other attendees. In case it is not available, we will send the material after the conference is over.

In the event ComplianceOnline cancels the seminar, ComplianceOnline is not responsible for any airfare, hotel, other costs or losses incurred by registrants. Some topics and speakers may be subject to change without notice.

Attendance confirmation and documents to carry to the seminar venue:
After we receive the payment from the registered attendee, an electronic event pass will be sent to the email address associated with the registrant 5 working days before the seminar date. Please bring the pass to the venue of the event.

Conference photograph / video:
By registering and attending ComplianceOnline conference, you agree to have your photographs or videos taken at the conference venue and you do not have any objections to ComplianceOnline using these photos and videos for marketing, archiving or any other conference related activities. You agree to release ComplianceOnline from any kind of claims arising out of copyright or privacy violations.

Offers:

  • Early bird seats are limited and based on first-come, first-serve.
  • Multiple offers cannot be combined.
  • Location

    The Tank Stream Hotel
    97-99 Pitt Street,
    Sydney NSW 2000, Australia
    Tel: +61-282-221-200

    December 6-7, 2018

    How to Reach

    General Driving Directions:

    Driving Directions from Sydney (Kingsford Smith) Airport : 12.0 Km
    • Head north and continue northeast for 100 m
    • Continue northwest 50 m and turn right on the ramp onto General Holmes
    • Continue north and turn right on the ramp onto Southern Cross
    • Merge right onto Southern Cross Drive
    • Continue north and at the fork, turn left onto Macquarie Street Offramp
    • At the fork, turn right onto Shakespeare Place
    • Continue west for 450 m and then turn left onto Pitt Street, destination reached.

    Disclaimer: Directions to the venue above have been taken from the hotel website. Attendees are advised to check with the hotel for confirmation of these directions before starting for the venue. ComplianceOnline is not responsible for any inaccuracies in the same.

    Register by phone or need assistance? Call +1-888-717-2436 Register Now Download Brochure

    We are pleased to offer several exhibitor, sponsorship and media partnership options designed to maximize your company's exposure and networking opportunities before, during and after the event.

    Benefits of becoming a Sponsor/Exhibitor/Media Partner:

    • Logo on website, marketing email, branding materials & the registration booth
    • Exhibit Space
    • Free event pass
    • Speaking opportunity
    • Social media campaign

    For more details and other sponsorship options at this event, please contact Event Manager: customercare@complianceonline.com or call: +1-650-238-9656

    Media Partner:

    Media Partner

    Register by phone or need assistance? Call +1-888-717-2436 Register Now Download Brochure

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