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More companies are requesting training in social media as part of their crisis response preparation
Steelhenge Consulting, a leading provider of crisis communications training, has reported an increasing number of companies requesting specialised social media crisis response training
By: Isobel Nicholas
"A comprehensive communications and media response element has been part of our crisis response exercises for some years now, but we're noticing that more of our customers are requesting specialised social media components in the crisis communications training that we offer," said Isobel Nicholas, Director of Communications for Steelhenge. "Many have seen how discussion on Twitter and other social networks has been filtering into national and international news coverage, and are, quite rightly, seeking the best training to be able to handle the latest forms of global communication."
"The US Airways flight 1549, which landed in the Hudson River in early 2009 is an excellent example of the critical role social media can play in a crisis," said Drew Gibson, Social Media and Crisis Communications expert at Steelhenge. "Eyewitnesses were taking pictures with their phones and uploading them to Twitter, meaning the images and news of the event were being watched and discussed in the public domain before the companies involved even knew about the outcome of the landing. It took just under 4 minutes for the events to start unfolding on Twitter, whilst CNN took over 15 minutes to break the story. That," Drew concluded, "demonstrates how swiftly reaction and commentary can begin following an incident, and why we are ensuring that sound, strategic and practical social media crisis communications are included in our crisis response training." Companies and organisations will understand when and where to use these new channels and how to do so effectively.
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Steelhenge Consulting provides end to end business continuity, crisis management and emergency planning services to a broad range of corporate clients internationally, as well as to UK Government Departments, local authorities, the European Commission and NGOs. Steelhenge also delivers specialist services in energy resilience, utility resilience, ICT continuity management, information security and sports event emergency management. Steelhenge has particular expertise in the preparation of people to perform effectively in implementing business continuity and recovery plans, and in communicating both internally and externally with stakeholders during a crisis.
Established in 2004, with offices in London and Salisbury, Steelhenge is the UK's leader in the delivery of bespoke emergency response training and incident management exercises for staff at all levels from the strategic through the tactical to the operational.