Embracing informal stakeholder conversations for evidence-based crisis response: Two work processes based on crisis intelligence
Abstract
This paper shares best practices for crisis managers and advisers, with a focus on crisis communication. These approaches are based on collecting, generating and analysing relevant real-time data. After introducing the concept of data-driven crisis strategies, the paper describes how continuous sentiment analysis can be used to tap into informal conversations on social media and other sources. The paper demonstrates how this can stimulate and improve strategic thinking, resulting in a far more effective response to a crisis situation. Using real-life examples, the paper demonstrates how such analysis techniques can deliver high-impact crisis communication that truly addresses stakeholder needs, especially compared with traditional public relations approaches. The paper describes several common methodologies that are built upon these techniques, with particular focus on crisis communication. Finally, the authors explain Stijn Pieters how enriching situational information based on data collected in the informal sphere is invaluable in a crisis. Indeed, accurate information can also significantly improve decision-making related to other crisis management disciplines. A new approach to data-driven and evidencebased crisis management is introduced, known as ‘crisis intelligence’. The authors propose a model — the crisis intelligence work process — as a framework for the further development of work in this area.
The full article is available to subscribers to the journal.
Author's Biography
Stijn Pieters is a crisis strategist who specialises in risk and crisis management for companies and governments. He is cofounder and managing partner of PM Risk•Crisis•Change, an agency specialising in crisis management and communication. He holds a postgraduate degree in disaster management from Campus Vesta, University of Antwerp. Stijn is co-founder of the CIP Institute, a collaboration platform that advocates research and development in the field of risk and crisis management. He is an active member of the Federal Belgian Crisis Communications Response Team. Stijn is also an author and lecturer in crisis communication and risk and crisis management.
Tim Van Achte is a consultant on training and simulations for crisis management teams, social media strategies and the use of innovative tools in crisis management. He is a coordinator and developer of the CIP Simulator, the digital training platform for realistic crisis simulations, and co-founder of the CIP Institute, a nonprofit organisation dedicated to the field of crisis. He is an active member of the Federal Belgian Crisis Communications Response Team. Tim writes and lectures on crisis intelligence, information management and the role of social media and crowdsourcing in a crisis, and is a guest lecturer at various Belgian universities, management schools and emergency manager training centres.
Citation
Pieters, Stijn and Achte, Tim Van (2018, June 1). Embracing informal stakeholder conversations for evidence-based crisis response: Two work processes based on crisis intelligence. In the Journal of Business Continuity & Emergency Planning, Volume 11, Issue 4. https://doi.org/10.69554/ILTV2565.
Publications LLP