|  Uprisings in middle-eastern states and various corporate crises reveal the often huge gap between an old guard using traditional media and the tech-savvy general public. This was certainly the case during the Egypt crisis earlier this year. In one corner stood an authoritarian government trying in vain to push 1970s style TV addresses claiming ‘revolution, what revolution?’ In the other corner, an angry populace organised street protests via Twitter, with local Souk owners able to upload video footage of the unfolding chaos in Cairo to be screened by BBC and CNN and watch it spread virally through the internet.
The past decade has witnessed an astonishing change in how we use and consume media. However, the changing patterns and trend of consumer media hasn’t been reflected in how some corporations, businesses and organisations communicate with their stakeholders, not least during some high profile crisis incidents. The Perfect Storm for Crisis Communications Huge advances in digital media are also occurring alongside fundamental shifts in modern society including the following.
People Power: The characteristics of new media - ‘Transparent’, ‘community orientated’, ‘openness’, ‘instant’ help create a new power shift away from traditional elites such as news broadcasters and CEOs and give more power to consumers.
Information culture: Over the past few years we have entered what I call the ‘age of information entitlement’. We know that with so much digital media content on the internet, there’s now a culture of expecting the right information and getting it right now.
Reputational Scrutiny and the Recession: Another important factor on the modern media environment is the levels of distrust in corporations and the media. We are now much less likely to trust authority, especially corporations and the messages they push.
The role of online media in crisis communications Up until recently PR managers could rely on the traditional media to disseminate messages and updates during a crisis incident. Of course, traditional PR still plays a hugely important part in a modern crisis response, however in the digital age marketing, PR and communications departments need to learn how to integrate online and social media effectively. So what are the main online media and tools you need to be aware of and what role do they play in managing crisis communications? Website Your website is perhaps the most fundamental part of your brand presence online. However it’s important to check that your website is functional. One of the major problems during the NI Water crisis in January this year was the inefficiency of their website. Rather than invest in a customer focused website, the company was stuck with an outdated corporate website that was unable to communicate real-time updates. It certainly compared less favourably to many rival water companies in Britain who had invested in websites which integrated their Facebook and twitter profiles, the company blog and even online video. Social Media Social media channels such as Facebook have become very popular among the general public. As such, more marketing effort is now being devoted to developing engagement strategies and activity. Many companies have invested heavily in their social media presence. One example is US airline Jet Blue who have used their Facebook Page to communicate quickly and successfully during a crisis by posting updates and responses to consumers. Online broadcast channels Through your Twitter profile you can create real time messages of 140 characters and update people who are following your profile. Twitter is definitely one of the top online tools for communicating real time messages during a crisis. Online Video With an iphone or digital camera, anyone can record, edit, upload and distribute a video attacking your brand within minutes. In extreme cases these videos can go viral and appear high on search engine results. However there are also opportunities for brands to use video during crisis periods. If you are sincere about maintaining public confidence during a crisis then a crisis response video from your spokesperson hosted on your website will be an important step. Blogs You can also communicate information and messages quickly during a crisis by using a blog. If you have one of your spokespersons blogging during a crisis, it will also make the organisation sound less corporate and more human. Online monitoring Probably the most important tool to use during a crisis in the digital age is an online monitoring system. It’s amazing how many businesses and organisations don’t monitor what’s being said about them online. During a crisis it’s vital that you learn how the crisis is unfolding online. Remember, monitoring tools such as Google Alerts are free. The Kryptonite Crisis Background: One of the most famous online brand attacks was the Kryptonite story. Kryptonite are one of the largest bike-lock companies in the world and take huge pride in the legendary security of their products. What happened: Back in 2004, the company was the victim of a full scale online brand attack.
Kryptonite discovered a short You Tube video called ‘How to pick a Kryptonite bike lock with a Bic pen in 10 seconds’. The video spread like a contagion through the internet and was seen by hundreds of thousands of people. This caused real reputational damage to the Kryptonite brand. Crisis PR in the Digital Age – Top Tips. 1. Update your crisis PR plan – review your current use of online media channels and how you could use them in a crisis. 2. If you are confident with online and social media use in the good times – you are better prepared for the bad times. 3. Monitor your brand terms online – learn from online chatter during a crisis. 4. Register and safeguard your online channels – register your own Facebook and Twitter profiles before someone else does. If you don’t, you can’t use them to communicate in a crisis and what’s worse someone else can even steal your profile and impersonate you! 5. More than words – consider using video broadcasts to help foster good will, educate and appear less corporate. 6. Don’t just leave it to the intern - make sure directors and marketing managers are comfortable with online and social media and that responses are from the top down. 7. Get trained in online media and marketing before a crisis unfolds.Paul McGarrity is Director of Octave Online Communications, an internet marketing consultancy based in Belfast. The consultancy helps business and organisations to benefit from online marketing strategy and campaigns. www.OctaveOC.com
 From the Chair - Bill MacNeill
ICAGNI’s latest workshop under the heading of eBusiness proved a great success. Townsend Enterprise Park played host once again to ICAGNI this week with their final workshop of the season. A big thank you to Siobhan from Townsend for her hard work. The eBusiness workshop was facilitated by our own Joe McCormack. “Joe’s style of delivery is both illuminating and entertaining” said chair Bill MacNeill.
Joe opened proceedings with a challenge: spot the difference between start-up businesses in the south of Ireland and the north. “Up here a start-up that’s gearing up for export is rare”, answered Joe. “finding a business here that’s embracing eBusiness is rarer yet.” Joe’s considerable experience delivering to start-up companies in both jurisdictions adds credence to his stance. His point is that eBusiness empowers small start-ups to keep costs down, manage information, learn quickly and speak to many customers in multiple locations; regardless of company size. Joe brought us on a virtual tour of Europe citing examples from places as far afield as Zagreb where you can pay for a tram ticket by your mobile phone as you board the tram with no surcharge or delay. He continued “This is a far cry from Belfast’s mobile phone based facility to pay for on-street car parking; a 15p transaction charge, you still have to pay by credit card and it can take more than 15 minutes to get confirmation it’s worked.”
The lessons to be learned continued with a local example of a bakery which retrenched and refocused on basic products and used eBusiness to reduce costs while sustaining quality and profit margins; a bus tour company that can take bookings and payments via mobile phone and the internet as well as produce eTickets for tourists while billing suppliers instantly too. ICAGNI’s winter programme of eBusiness workshops continues in January 2012 with the same bus tour company bringing us an in-depth look into eBusiness and how it has re-shaped the business from bumper to bumper (ouch!). Date and time January 17th 2012 – 4pm-5pm to be confirmed.
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The time of ICAGNI’s informal Christmas get together is 2pm onwards on December 14th 2011 at the Mount Conference Centre, not 4pm as previously stated. Apologies. Remember it’s a pay as you go affair. Lunch finishes at 2.30pm so if you’re hungry be there for 2pm latest. Click here to rebook. Thank you.

December 14th 2011 – 14:00-17:00hrs
ICAGNI Christmas gathering – Seasons Restaurant
Mount Conference Centre Belfast BT6 8DD
Informal gathering with late lunch – a la carte – pay as you go. Book here ICAGNI’s informal Christmas celebrations will be on December 14 th from 2pm at the Mount Conference Centre. Orders will be taken up to 2.30pm and thereafter guests can have coffee/tea and a mince pie. Each guest can choose their own food from the delicious menu and will settle their own Bill. Early booking advised via this link only www.trainingpeople.biz/ICAGNIXMAS2011/default_form.htm

 New Service for Belfast visitors The Belfast Concierge service will provide travel and group management services for inbound business groups, conference delegates and tour groups visiting Belfast and Northern Ireland.
The company can provide:
- Airport transfers - Vehicle or driver hire - Private tour guides - Scheduled tour reservations - Concert tickets - Event tickets - Restaurant reservations - Excursions
The Belfast Concierge service is the only independent concierge service in the city. Our extensive contacts and range of services will ensure that any requirement you have can be met. We can help with a dificult question should you have one, or help arrange your entire visit; Discretion is guaranteed. As long as it is legal, we can do it for you - more info hereThe Belfast Concierge Service is brought to you by Belfast Tours Ltd. We bring our passion, knowledge, experience and contacts to ensure that you have a brilliant time. We specialise in bespoke and tailored tours and experiences and we are happy to look after individuals, couples and groups. Tel from outside UK: 0044 28 90 321 321 Tel from within UK: 028 90 321 321
SANTA SPECIAL (BELFAST & PORTADOWN)As an update to the previous email announcing the release of Belfast and Portadown tickets for sale, we can now confirm that tickets for the Portadown trains (Sunday 4th December) can also be obtained over the counter (cash & cheque sales only) at:
Winnies Newsagents 72 Woodhouse Street Portadown BT62 1JL
These trains and all those below are also available (by phone or over the counter) from:
Belfast Welcome Centre 47 Donegall Place Belfast BT1 5AD
+44 28 9024 6609
Or online: http://www.steamtrainsireland.com/events/
On sale NOW!!!!
Saturday 3rd December TRAIN 1: 11:15, Belfast - Whitehead (£11) TRAIN 2: 13:40, Belfast - Whitehead (** BOOKED OUT **)
Sunday 4th December TRAIN 3: 12:00, Portadown - Lisburn (£11) TRAIN 4: 14:55, Portadown - Lisburn (£11)
Saturday 10th December TRAIN 5: 11:15, Belfast - Whitehead (£11) TRAIN 6: 13:40, Belfast - Whitehead (£11)
Sunday 11th December TRAIN 7: 11:35, Belfast - Whitehead (£11) TRAIN 8: 14:05, Belfast - Whitehead (£11) TRAIN 9: 16:15, Belfast - Lisburn (£10)
Saturday 17th December TRAIN 10: 11:15, Belfast - Whitehead (£11) TRAIN 11: 13:40, Belfast - Whitehead (£11)
Sunday 18th December TRAIN 12: 11:35, Belfast - Whitehead (£11) TRAIN 13: 14:05, Belfast - Whitehead (** BOOKED OUT **) TRAIN 14: 16:15, Belfast - Lisburn (£10)
Active Inspire’s Customer Wisdom
 Key Features· Allows involvement from across the whole customer base · Can evaluate perceptions of competitor offerings · Can compare service and competition against market expectations · Captures Weak Signals that can prompt innovation · 100% anonymous, prompts real and unfiltered messages · Free text format input only · Overcomes all obstacles of disparate and geographically spread locations and also shift or timezone difficulties · Delivers results very rapidly, typically in 5-6 weeks. · Takes advantage of internet opportunities and technology. · Minimises consultancy expenditure and effort required from the customers’employees and managers · Scalable to meet different requirements Promotes involvement and engagement, builds the customer relationship Obtainsevidence as to where improvement or change is needed, from the customers themselves Can engage thousands of customers in contributing in a few weeks Introduces a novel level of engagement and responsiveness A new era of participation, co-operation and commitment Raises the barrier to competition Return on SavingsImplementation is easier, less expensive than other methods. Costs are a fraction of the equivalent analysis conducted by traditional questionnaire, survey and focus group techniques. Because it is fast to deliver results, the lost opportunity cost of delay in acting is reduced. Promotes involvement and engagement, builds the customer relationship

Compete for fun in a sporting and friendly environment with NI Football 6-a-side football leagues. We are involved in organising 6-a-side football leagues around Belfast & Northern Ireland. Our leagues are a great way to keep fit and meet like minded soccer nuts and it’s much more challenging and interesting than playing with the same group of friends week in week out . Why not check us out on face book at
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or www.nifootball.com . Come along and get your team involved for only half the usual entry fee, that’s only £30. Offer Available until the 30 th of November. On Sundays we have Three 6 aside leagues at the moment based in the Grosvenor road and Whiterock 3g pitches. On Fridays we have 5 6 aside leagues a side leagues at the moment based in 4 different locations. Including Olympia Leisure Centre, Whiterock Leisure Centre, Finaghy Sports Zone and St Malachy’s College On Tuesdays we have a 5 a side league based at the valley leisure centre 3g outdoor pitches. All Teams are required to fill out are code of conduct which is downloadable from the site and can be emailed back to me at any stage before entering the leagues. All Games are charged at different rates and range from £28 on a Tuesday to £35 on a Friday and Sunday. Pass this great idea onto your friends. TENDERSFor Northern Ireland specific contracts, there are a number of sources of information specifically for contracts within Northern Ireland. The Central Procurement Directorate (CPD) handles contracts for a number of government departments. You can find a list of current tender opportunities on the CPD website. Again, there is no email alert facility that we can find which makes the content difficult to adapt to the Bulletin format. Please see https://e-sourcingni.bravosolution.co.uk/esop/toolkit/notice/public/opportunities.do?reset=true for the current list of Northern Ireland opportunities. Ref: NOV287776 Notice Type: Invitation to Tender Title: LEADER | Innovating Rural Economies: Tourism Technology Published: 16/11/2011 Published by: Meath Partnership Deadline: 01/12/2011 Full Text: http://www.etenders.gov.ie/search/show/Search_View.aspx?id=NOV287776
Ref: NOV287515 Notice Type: Contract Notice Title: RFT for Network Management for Irish Franchising Skillnet Published: 16/11/2011 Published by: Irish Franchising Skillnet Deadline: 28/12/2011 Full Text: http://www.etenders.gov.ie/search/show/Search_View.aspx?id=NOV287515
Ref: NOV287415 Notice Type: Invitation to Tender Title: Tender for GEO-Spatial Expertise Published: 16/11/2011 Published by: Department of Agriculture, Fisheries & Food Deadline: 09/12/2011 Full Text: http://www.etenders.gov.ie/search/show/Search_View.aspx?id=NOV287415
Ref: NOV287535 Notice Type: Invitation to Tender Title: ITT for the provision of Market Research in Consumer Behaviour and Attitudes to Potatoes in Ireland Published: 16/11/2011 Published by: Bord Bia (Irish Food Board) Deadline: 25/11/2011 Full Text: http://www.etenders.gov.ie/search/show/Search_View.aspx?id=NOV287535
Ref: NOV287556 Notice Type: Invitation to Tender Title: Request for Tenders to undertake research on Sectarianism and Racism in County Donegal Published: 16/11/2011 Published by: Donegal County Council Deadline: 07/12/2011 Full Text: http://www.etenders.gov.ie/search/show/Search_View.aspx?id=NOV287556
Ref: NOV287715 Notice Type: Invitation to Tender Title: LEADER | Innovating Rural Economies: Community Tourism Toolkit Published: 16/11/2011 Published by: Meath Partnership Deadline: 01/12/2011 Full Text: http://www.etenders.gov.ie/search/show/Search_View.aspx?id=NOV287715
Ref: NOV287475 Notice Type: Invitation to Tender Title: Maximise your Creative Business Published: 16/11/2011 Published by: Meath Partnership Deadline: 01/12/2011 Full Text: http://www.etenders.gov.ie/search/show/Search_View.aspx?id=NOV287475
Ref: NOV287735 Notice Type: Invitation to Tender Title: The Historic Country Homes and Gardens of Meath Initiative Published: 16/11/2011 Published by: Meath Partnership Deadline: 25/11/2011 Full Text: http://www.etenders.gov.ie/search/show/Search_View.aspx?id=NOV287735
Ref: NOV287595 Notice Type: Invitation to Tender Title: Health and Safety Authority Strategy Development: Facilitation Service Published: 16/11/2011 Published by: Health and Safety Authority Deadline: 09/12/2011 Full Text: http://www.etenders.gov.ie/search/show/Search_View.aspx?id=NOV287595
Ref: NOV286961 Notice Type: Tender Title: IRL-Dublin: market research services Published: 15/11/2011 Published by: Electricity Supply Board ( ESB ) Deadline: 12/12/2011 Full Text: http://www.etenders.gov.ie/search/show/Search_View.aspx?id=NOV286961
Belfast City Council Tenders are available at www.belfastcity.gov.uk/tenders
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