Invincible Brand with Melissa Agnes (Melissa Agnes)

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	Pub. Date	Title	Duration
	13 Nov 2018	How To Use Humor To Help Solve Common Workplace Issues	00:49:01
Humor Engineer, Drew Tarvin, joins the Invincible Brand Podcast to discuss how humor can be used to effectively help solve so many common workplace issues, such as a lack of employee engagement, stress management, communication issues, and much more. About this episode Drew’s outlook on life and the way he helps organizations use humor to solve internal issues, build a stronger culture, and increase productivity is unique and effective. It also aligns with the crisis ready philosophy and mindset, providing another piece to building brand invincibility. During this conversation, Drew shares how a humoristic outlook and application improves communication, helps build relationships, improves problem solving skills, increases productivity, and helps to strengthen leadership. And the best part, is that it is simple to implement whether you believe yourself to be a funny person or not! This was not only a fun and interesting conversation, but it’s so applicable and offers so many advantages. Tune in, laugh a little, learn, and then pass it on. This is one of those conversations that applies to and offers something valuable to everyone! This episode explores: How to leverage humor to turn mundane tasks into amusing and productive moments. How to use the strategy of humor to highten meeting attendance and engagement. How being funny is a learnable skill… Drew even took me to do standup comedy and proved this to be right! (More on this story in the episode). The Don’ts of using humor in the interest of mitigating preventable risks for you and your organization. Connect with Drew Tarvin: Check out Drew’s work: humorthatworks.com Watch Drew’s TedX Talk that has over 2.4 million views: The Skill of Humor Order and read Drew’s awesome book: The United States of Laughter: One Comedian’s Journey Through All 50 States Follow Drew on Twitter: @drewtarvin Connect with Drew on LinkedIn Subscribe to Drew’s videos on YouTube
	31 May 2015	TCIP #051 – Strategizing Emergency Management with Jeff Reeb	00:54:59
Welcome to episode #051 of The Crisis Intelligence Podcast, with Melissa Agnes and Jeff Reeb. Jeff Reeb is the Director of the Office of Emergency Management for the County of Los Angeles. Jeff and I met after I gave my TEDx talk earlier this year. While having a conversation with Jeff about LA County’s current strategies for effective emergency management and crisis communication, we thought that it would be fun to record our conversation, as others in the field of emergency management are struggling with many of the same and similar issues. In this week’s episode of The Crisis Intelligence Podcast, Jeff and I discuss challenging areas of emergency management and crisis preparedness that pertain to counties, cities, municipalities and organizations around the world. This episode of The Crisis Intelligence Podcast discusses: The challenges and benefits of using mobile technology for emergency management. The challenges of running a county / city and coordinating with neighboring counties and cities for emergency management. Metrics for evaluating crisis management success. Cultural adaptability for crisis communications. It’s an insightful conversation that covers many areas of strategizing crisis preparedness for emergency management. Enjoy! Running time: 54:59 Connect with us! Subscribe to The Crisis Intelligence Podcast! Subscribe and leave us a review on iTunes and/or Stitcher Subscribe via email About host, Melissa Agnes Learn more about Melissa Agnes Follow Melissa on Twitter: @melissa_agnes Connect with Melissa on LinkedIn Email Melissa directly: melissa@melissaagnes.com Learn more about Agnes + Day, Melissa’s crisis management firm. About guest, Jeff Reeb Learn more about Jeff on LinkedIn Follow Jeff on Twitter: @lacooem Check out LA County’s office of emergency management’s website Thanks to Jeff for taking the time to have this insightful chat with me! This post, "TCIP #051 - Strategizing Emergency Management with Jeff Reeb," was originally published to melissaagnes.com.
	25 Jan 2015	TCIP #034 – Media Relations for Crisis Preparedness with Tom Iovino	01:05:59
Welcome to episode #034 of The Crisis Intelligence Podcast, with Melissa Agnes and Tom Iovino. As a Public Information Officer (PIO) or spokesperson for an organization, dedicating time to developing real, authentic relationships with reporters is an essential part of, not just your job, but your crisis preparedness. It’s a strategy that takes time, effort and genuine authenticity. It’s also a strategy that can be extremely rewarding in (and out of) a crisis. Within this episode of The Crisis Intelligence Podcast, Tom Iovino and I discuss the value of media relations for crisis preparedness and provide some best practices for developing mutually beneficial relationships with reporters, bloggers and journalists. Whether you’re a PIO or the spokesperson for your organization, you’ll find some interesting and useful tactics and best practices within this episode. Enjoy! This post, TCIP #034 – Media Relations for Crisis Preparedness with Tom Iovino, originally appeared on melissaagnes.com.
	01 Mar 2015	TCIP #039 - 5 Digital Trends That Impact Your Online Reputation with Martin Waxman	01:03:02
Welcome to episode #039 of The Crisis Intelligence Podcast, with Melissa Agnes and Martin Waxman. The digital landscape continues to evolve, but it has also been mainstream long enough that it has begun to settle as well. For example, the way in which we navigate online has become customary enough that we can begin to understand behavioral trends. And understand these trends we must, if we want to communicate efficiently and effectively both in and out of a crisis. In this episode of The Crisis Intelligence Podcast, Martin Waxman and I discuss 5 new digital trends that impact your organization’s reputation and that need to be incorporated into your communications strategies, including your crisis communications. These five trends include: Online search: Martin and I get down and dirty about online search. Why? Because 93% of online activity begins within a search engine. So what does this mean for your reputation and how can you use this to your advantage, especially when Google keeps changing their algorithms? You’ll discover key takeaways and insights within this episode. Mobile technology: We discuss the impact that mobile has on your reputation, as well as the risks that mobile technology leaves your organization vulnerable to – many of which you may not even be aware of… yet. The new generational gap: Studies show that different generations use the digital landscape differently. Understanding who your stakeholders are and how they use technology (from the search engines to mobile to social media) will help you better communicate to and with them in a crisis. The face of new media: We look at the different social media channels as different types of media outlets and discuss how to use these differences to build your communications strategy. The fact is that every organization has the opportunity to position themselves as a new media company / channel – which, as you can imagine, offers a ton of crisis management opportunities. Entertainment: Attention spans are getting shorter and shorter. Meanwhile, the digital noise gets louder and louder. This means that you need to continue to find new and engaging ways to captivate your audiences if you want to position yourself and remain at the forefront. It’s a fun listen that touches on so many important areas of your digital communications and reputation management. Enjoy! Get connected! Subscribe and leave us a review on iTunes and/or Stitcher Subscribe via email Learn more about Melissa Agnes Follow Melissa on Twitter: @melissa_agnes Connect with Melissa on LinkedIn Email Melissa directly: melissa@melissaagnes.com Learn more about Agnes + Day, Melissa’s crisis management firm. Learn more about Martin Waxman Visit Martin’s website Follow Martin on Twitter: @MartinWaxman Connect with Martin on Facebook Check out Martin’s podcast: Inside PR This post, TCIP #039 - 5 Digital Trends That Impact Your Online Reputation with Martin Waxman, originally appeared on melissaagnes.com.
	17 May 2016	TCIP #057 – Fort McMurray Wildfire with Garth Rowan	00:30:54
The wildfires in Fort McMurray, Alberta, Canada have been blazing since the start of May and have so far destroyed over 2400 buildings, including homes and businesses, and have resulted in an evacuation of approximately 90,000 citizens. Having yet to be completely tamed by fire fighters, the truly exceptional part is that, of the approximate 90,000 evacuees, not one person has died on account of the fires (there have been accidents that have unfortunately resulted in fatalities, but the fire itself has not taken one human life). As first responders and emergency managers know, this is quite an exceptional crisis management feat. So what is it about the evacuation and the crisis communications of the first responders, the authorities and the local organizations (employers) that has resulted in such an exceptional and successful evacuation? Tune in to this week’s episode of the crisis intelligence podcast, where Garth Rowan and I embark in a preliminary discussion regarding the crisis communications of those involved in the evacuation and emergency response in Fort McMurray. Subscribe to the Crisis Intelligence Podcast! Subscribe and leave us a review on iTunes and/or Stitcher Subscribe via email Connect with Garth and Melissa About host, Melissa Agnes Learn more about Melissa Agnes Follow Melissa on Twitter: @melissa_agnes Connect with Melissa on LinkedIn Email Melissa directly: melissa@melissaagnes.com About guest, Garth Rowan Learn more about Garth Rowan Connect with him on LinkedIn Email Garth directly: garth@beready.ca Check out Garth’s blog posts on The Crisis Intelligence Blog Listen to another great podcast with Garth: TCIP #036 – How To Conduct a Crisis Simulation with Garth Rowan A big thanks to Garth for taking the time to have this interesting discussion with me. And a sincere and heart-filled thank you to all the first responders and emergency managers out in Alberta who have put their lives on the line to help and care for the people of Fort McMurray.
	22 Feb 2015	TCIP #038 - Mastering Your Body Language for Crisis Leadership with Nick Morgan	00:52:38
Welcome to episode #038 of The Crisis Intelligence Podcast, with Melissa Agnes and Nick Morgan. Every conversation is two conversations, says Dr. Nick Morgan, President of Public Words. The first, being our spoken words and the second being our body language. In fact, our body language – that second conversation – speaks very loudly to the unconscious mind of those we’re communicating with. So loudly that it’s the part of the conversation that people are most inclined to believe, especially if it contradicts the words being spoken. This is particularly important for leaders and spokespeople to remember in a crisis. When you have the weight of high stakes communication on your shoulders, you absolutely want your presence, gestures and body language to affirm your words, rather than oppose them. Sometimes, something as simple and innocent as being nervous can make a person look shady and untrustworthy, not something you want to come across as, being the leader, spokesperson or PIO of a crisis. So then how can you make sure to master this second conversation to communicate even more effectively and compassionately in a crisis? In this episode of The Crisis Intelligence Podcast, I sit down with Dr. Nick Morgan, coach, speaker and writer on smart communications, to answer this very question. Within this conversation, Nick and I discuss the power of the second conversation and Nick reveals key tactics to help you master your subconscious body language to position yourself as a powerful, confident and trustworthy leader, especially when the stakes are high. Get connected! Have questions, comments or suggestions? Email melissa@melissaagnes.com Subscribe and leave us a review on iTunes and/or Stitcher Subscribe via email Learn more about Melissa Agnes Follow Melissa on Twitter: @melissa_agnes Connect with Melissa on LinkedIn Learn more about Agnes + Day, The Crisis Intelligence Firm. Learn more about Nick Morgan Follow Nick on Twitter: @DrNickMorgan I highly recommend reading Nick’s book, Power Cues Check out Nick’s company, Public Words This post, TCIP #038 - Mastering Your Body Language for Crisis Leadership with Nick Morgan, originally appeared on melissaagnes.com.
	04 Dec 2018	Building Brand Invincibility Requires Intentional Attention	00:44:49
In a world where distractions are thrown at us at every corner, Attention Expert, Neen James, joins the Invincible Brand Podcast to share techniques for being mindful and intentional about where you dedicate your attention, in a way that prioritizes the things that matter most to your business, your team, your stakeholders, and your career. *You can also listen to this episode on iTunes, Spotify, Stitcher, and YouTube.* About this episode We live and work amongst an overload of distractions and requirements that pull us in every direction, in almost every moment. This can make it difficult to give dedicated and mindful attention to the things that matter most to us, both personally and professionally. And yet, when we give our attention to the right things, we give and receive an abundance of opportunity and rewards in a myriad of ways. In this episode of the Invincible Brand Podcast, Neen James discusses what it means to be intentional with our attention and how it helps foster cultures of trust, resilience, and business and reputational rewards. This episode explores: The 3 ways people pay attention. The ways in which attention pays. Techniques to use attention to gain buy-in–and even progress your career. Cheat sheet: how to build processes that systemize your attention to strengthen relationships, progress your career, and foster the right kind of culture. Links to things discussed in this episode Pick up a copy of Neen’s book, Attention Pays Connect with Neen James: Check out the ways in which Neen helps leaders pay attention at neenjames.com Neen is fun to follow on Instagram! Connect with Need on LinkedIn
	15 Feb 2015	TCIP #037 - BBC's WhatsApp Ebola Service with Trushar Barot	00:40:50
Welcome to episode #037 of The Crisis Intelligence Podcast, with Melissa Agnes and Trushar Barot. In 2014, Ebola spread quickly throughout West Africa. In the second half of last year, BBC World News decided that they wanted to position themselves as a voice of credibility and leadership in this global crisis. Yes, that’s right. A world news organization wanted to help fight the crisis of Ebola. And they did. Successfully. The story of how they did this, how they proactively leveraged technology and the art of story telling to successfully achieve this mission is fascinating and inspiring. In this week’s episode of The Crisis Intelligence Podcast, I sit down with Trushar Barot, the Apps Editor for BBC World Service and Global News, to discuss the strategy behind BBC’s WhatsAp Ebola Service. We discuss what worked and why, how they strategized their content (from their frequency of posting, to chosen file formats and more), the benefits that came out of this proactive endeavour and the biggest takeaways for your organization’s crisis communications. It’s a truly great listen with tons of inspiration that can be applied to your crisis communications. Enjoy! Get connected! Have questions, comments or suggestions? Email melissa@melissaagnes.com Subscribe and leave us a review on iTunes and/or Stitcher Subscribe via email Learn more about Melissa Agnes Follow Melissa on Twitter: @melissa_agnes Connect with Melissa on LinkedIn Learn more about Agnes + Day’s crisis simulation platform and exercises. Follow Trushar on Twitter: @Trushar Learn more about BBC’s Ebola initiatives by connecting with them on Facebook This post, TCIP #037 - BBC's WhatsApp Ebola Service with Trushar Barot, first appeared on melissaagnes.com.
	11 Jan 2015	TCIP #032 - The National Weather Service’s Crisis Communication Strategy with Daniel Noah	00:54:22
Welcome to episode #032 of The Crisis Intelligence Podcast, with Melissa Agnes and Daniel Noah. Within this episode of The Crisis Intelligence Podcast, Daniel Noah from the National Weather Service in Tampa Bay, delves into some specific strategies that the NWS has been using to communicate with their community in times of emergency. This episode of The Crisis Intelligence Podcast discusses: What data mining is and how the NWS uses it to monitor the social sphere for important feedback, warning signs and more. The NWS's strategy for dealing with doomsday photos that tend to go viral in natural disasters and put people in panic mode. The types of policies and procedures the NWS has in place to help them with their crisis communications and social media initiatives - and the internal obstacles they had to overcome to get where they are today. The NWS’s spirit of collaboration, from sharing policies that have proven to work for them, to partnering with existing apps that they know their target audiences are using regularly in order to communicate with them when need be. The NWS's Wireless Emergency Alerts - How they use mobile and geo-targeting to distribute highly critical information to the masses, in real-time. The NWS’s Embassador program - what it means to you and how you can benefit from joining this program (hint: you can save money on your insurance!). This is truly an enlightening conversation. Enjoy! This post, TCIP #032 - The National Weather Service’s Crisis Communication Strategy with Daniel Noah, first appeared on melissaagnes.com.
	11 Dec 2018	How To Never Lose A Customer Again	00:45:21
How you make your customers feel… is the powerful differentiator from your competitors, lends to the emotional connection you build with your stakeholders, and can ultimately make or break your brand’s invincibility. Author and Customer Retention Expert, Joey Coleman, joins the Invincible Brand Podcast to discuss strategic ways to foster a culture whereby increased customer retention leads to brand advocacy, business resiliency, and ultimately, brand invincibility. About this episode Studies show that 20% – 70% of your new customers will likely decide to stop doing business with you before they reach the 100-day mark. Meanwhile, if you can retain 5% of your customers who would otherwise stop doing business with you, you can increase your profits by 25% – 100%. In his work as an author, keynote speaker, and consultant, Joey Coleman helps organizations strengthen the relationships they share with their customers and clients, with the goal of building long-lasting, emotionally connected relationships. In this discussion, Joey shares some of the specific steps he takes to achieve this. The strategies and insights he shares apply to all entities, whether in the public or private sector. This episode explores: Interesting ways that working with the CIA has shaped Joey’s leadership and how that mindset can be adapted for your organization. Strategic ways to raise important points with leadership and gain buy-in for cultural improvement and evolution. How focusing on the customer experience makes team members’ jobs easier and speaks directly to the bottom line in substantial ways. Real world examples, stories, and tactical strategies that can be applied to your organization. Links to things discussed in this episode Pick up a copy of Joey’s book, Never Lose a Customer Again The podcast with Mountain View Police Department: How To Get Ahead Of A Crisis When You’re Already Behind – Invincible Brand Podcast Connect with Joey Coleman: Interested in working with Joey? Learn more here: joeycoleman.com
	14 Jun 2015	TCIP #053 – Literacy Levels Matter in Emergency Management Messages with Dr. Thomas D. Phelan	00:59:46
Welcome to episode #053 of The Crisis Intelligence Podcast, with Melissa Agnes and Dr. Thomas Phelan. When it comes to critical communications, comprehension is imperative. It can literally mean the difference between life and death. And yet, according to recent research conducted by Dr. Thomas Phelan, the majority of “emergency management messages may be reaching their intended audiences, but at a level that is not being understood”. In this episode of The Crisis Intelligence Podcast, Dr. Tom and I discuss the importance of understanding and meeting the public’s readability levels when it comes to preparing for and drafting emergency management messages. In this podcast, Dr. Tom shares the results of his research and provides suggested guidelines to follow while crafting your emergency messages and crisis communications, to make sure they are simplistic, clear and at the lowest possible readability level. This episode of The Crisis Intelligence Podcast discusses: Why low readability levels matter in crisis communications. Eye-opening facts about readability levels of adults in the U.S. Tips on how to draft crisis communications to be as low a readability level as possible. How emergency management academic programs should include lessons on literacy and crafting emergency management messages at appropriate reading levels. It's a very informative and important listen. Enjoy! Running time: 59:46 Documents mentioned in podcast Powerpoint Presentation: Literacy Matters: EM Messages and Readability Levels – by Dr. Tom Previous podcast with Dr. Tom: TCIP #019 – Emergency Management as a Field Rather Than a Profession With Dr. Thomas D. Phelan Connect with us! Subscribe to The Crisis Intelligence Podcast! Subscribe and leave us a review on iTunes and/or Stitcher Subscribe via email About host, Melissa Agnes Learn more about Melissa Agnes Follow Melissa on Twitter: @melissa_agnes Connect with Melissa on LinkedIn Email Melissa directly: melissa@melissaagnes.com Learn more about Agnes + Day, Melissa’s crisis management firm. About guest, Dr. Thomas Phelan Learn more about Dr. Tom and connect with him on LinkedIn Email Dr. Tom directly at phelandrtom@gmail.com Thanks to Dr. Tom for sharing this important study and takeaways with us! This post, TCIP #053 - Literacy Levels Matter in Emergency Management Messages with Dr. Thomas D. Phelan, was originally published to melissaagnes.com.
	01 Feb 2015	TCIP #035 - The Science of Rumors with Laurent Gaildraud	00:56:03
Welcome to episode #035 of The Crisis Intelligence Podcast, with Melissa Agnes and Laurent Gaildraud. Rumors have existed since the beginning of human behavior. A good rumor is deep-seeded and hypnotic. A good rumor can launch an organization or public figure into a crisis that is not terribly easy to manage or overcome. But what makes a good rumor and how can your organization best protect itself from this risky phenomenon? Within this episode of The Crisis Intelligence Podcast, I sat down with Laurent Gaildraud, a consultant who specializes in the science of rumors. Laurent’s job and passion is in explaining how to destabilize any entity (economical, political, social, etc.) by spreading rumors. It’s the opposite of my job and passion, I know! I help organizations prevent risk and manage crises, while Laurent helps people create rumors to create crises. But that fascinated me on so many different levels. As you listen to this podcast, you’ll notice that much of what Laurent explains about the science of rumors aligns perfectly with what you’ll often hear me say makes the recipe for a crisis that has the potential to go viral. He discusses the sociological enchantment that rumors hold and why we, as human beings, can become so enthralled in them. This post, TCIP #035 - The Science of Rumors with Laurent Gaildraud, originally appeared on melissaagnes.com.
	11 Sep 2018	How To Instil A Culture That Lends To Your Brand’s Invincibility, with Mike Ganino	00:41:22
Mike Ganino, company culture expert and author of Company Culture For Dummies, joins The Invincible Brand Podcast to discuss how you can assess and implement a strong culture that will lend to your brand’s invincibility. Whether your organization is a start-up or has been around for decades, no matter its size, type, or industry, Mike provides insights, strategies, and clear tactics that will help you strengthen your organization’s culture in powerful ways. About this episode Building brand invincibility is not about having a crisis management plan that sits on a shelf collecting dust, but rather requires embedding a crisis ready culture. Amongst other things, this means implementing a culture that is in alignment with your organization’s values and fosters a work environment that is empowering and attracts and retains the best talent. This culture needs to permeate from the top down, the bottom up, and the inside out. As this is an essential part of becoming crisis ready and building brand invincibility, it only made sense for me to sit down and chat with a leading expert who helps today’s top organizations implement and strengthen an exceptional culture. That leading expert is Mike Ganino, author of Company Culture For Dummies. This episode explores: What culture is and how every single organization has one. How to conduct an audit of your organization’s mindset and culture in order to identify gaps worth strengthening. Strategies for fixing cultural issues, no matter what your position is within the organization, ie.: whether you’re the CEO, a member of middle management, part of the frontline team, etc. Specific elements and opportunities to look out for when assessing and implementing the right culture within your organization. The three pillars of a strong, healthy, and opportunistic culture that apply to every organization in any industry. Links discussed in this episode Order Mike’s must-read book: Company Culture For Dummies Connect with Mike: Interested in working with or learning more about Mike’s speaking and workshops? Check out his website. Mike is fun to follow on Instagram! Check him out here. Connect with Mike on LinkedIn. Follow Mike on Twitter.
	16 Oct 2018	When Hiring a Crisis Management Advisor, Become An Informed Buyer To Mitigate Unnecessary Risk	00:36:46
Charlie Maclean-Bristol, one of the Founders and Directors of PlanB Consulting, joins the Invincible Brand Podcast to discuss how organizations can get around the lack of certification in the profession of crisis management, to make sure they’re partnering with the right professionals for their company’s crisis ready needs. About this episode If you follow my work, then it’s quite possible that you know of a grievance that has been frustrating me more and more lately. The grievance is that, as a result of the thrilling allure and hype around the crisis management profession, combined with a lack of industry certification requirements, organizations are being put at risk by hiring “experts” who are causing more harm than help. I recently published a video addressing this grievance which sparked an interesting conversation on this subject with Charlie, which I thought would make for a compelling and hopefully beneficial podcast conversation. This episode explores: Thoughts on how to make sure you are an “informed buyer”, when shopping for the right crisis ready advisor for your organization and its needs. How professionals need to know and accept their limitations and focus on excellence in their strengths, and transparency with their clients. What to look for in a crisis management professional. Thoughts and observations on where the profession is going and how experts need to keep up with the trends and escalating risks, expectations, and opportunities. Connect with Charlie Maclean-Bristol: Learn more about Charlie’s consulting firm Connect with Charlie on LinkedIn
	24 May 2015	TCIP #050 – Online Shaming with Garth Rowan	01:02:30
Welcome to episode #050 of The Crisis Intelligence Podcast, with Melissa Agnes and Garth Rowan. From female reporters being spontaneously and continually harassed during live reporting, to individuals making mistakes caught on camera and ending up losing their jobs as a result of the footage going viral. We’ve seen some extreme cases of online shaming in the past few years, often resulting in online bullying with dire consequences. But where does society need to draw a line for this type of mob lynching mentality, and how can we determine whether or not the punishments actually fit the crimes? Additionally, what is the best practice for organizations whose employees get caught in these types of viral controversies? In this episode of The Crisis Intelligence Podcast, Garth Rowan and I discuss the reality of online shaming and the impact it has been having on individuals and organizations alike. Through the discussion of several recent case studies, we examine the realities of online shaming and best practices for organizations and individuals for this type of crisis prevention and crisis management. It’s an interesting discussion on a very timely and impactful topic. Enjoy! Running time: 1:02:29 Links mentioned in the podcast CBC and The National: Sexist attacks on female journalists CBC news: Online shaming: the return of mob morality Monica Lewinsky’s TED talk: The price of shame Connect with us! Subscribe to The Crisis Intelligence Podcast! Subscribe and leave us a review on iTunes and/or Stitcher Subscribe via email About host, Melissa Agnes Learn more about Melissa Agnes Follow Melissa on Twitter: @melissa_agnes Connect with Melissa on LinkedIn Email Melissa directly: melissa@melissaagnes.com Learn more about Agnes + Day, Melissa’s crisis management firm. About guest, Garth Rowan Learn more about Garth Rowan Connect with him on LinkedIn Email Garth directly: garth@beready.ca Check out Garth’s blog posts on The Crisis Intelligence Blog Listen to another great podcast with Garth: TCIP #036 – How To Conduct a Crisis Simulation with Garth Rowan Thanks to Garth for taking the time to have this interesting discussion with me! This post, TCIP #050 - Online Shaming with Garth Rowan, was first published to melissaagnes.com.
	02 Oct 2018	Building Brand Invincibility Requires Conscious Compassion	00:48:58
A culture of compassion requires consciousness. How compassionately conscious is your brand? Nearly ten years after Dave Carroll’s United Breaks Guitars video series went viral and helped change the landscape of issue and crisis management for brands, Dave joins the Invincible Brand Podcast to discuss the impact of compassion on brands and on an organization’s issue management, crisis management, customer service, and ultimately, its invincibility. This episode explores: How the world of customer service has changed since United Breaks Guitars. How no customer should be seen as “statistically insignificant” – and if that is the mindset and culture within your organization, you have some work to do. The customer service paradox: How Dave got ahead of misconceptions and emotional criticism towards his video in ways that increased his trust, likability, and business opportunities. The concept of compassionate business – and how it lends immeasurably to your brand’s invincibility. Links and things discussed in this episode Dave’s United Breaks Guitars video Zappos’ tagline is “delivering happiness” Connect with Dave Carroll: Check out Dave’s website Connect on Twitter: @DaveCarroll Connect on LinkedIn Connect on Facebook Check out his incredible music on YouTube
	26 Apr 2015	TCIP #046 – Crisis Management for Global Events with Roman Gaponenko (Part 1)	00:50:08
Welcome to episode #046 of The Crisis Intelligence Podcast, with Melissa Agnes and Roman Gaponenko. Global events, from the Olympics to the Oscars to a global crisis that impacts the world at large, present unique challenges when it comes to crisis preparedness and crisis management. Roman Gaponenko, a digital strategist who has worked for global agencies, had the opportunity to be a part of the 2014 Sochi Winter Olympics team tasked with social media and content strategy for the world event. In his role, Roman and his team had to anticipate risk, manage issues in real-time, deal with the real-time media and prevent crises from escalating. In this episode of The Crisis Intelligence Podcast, Roman and I sat down to discuss crisis management planning and prevention for global events. The conversation was so great that we decided to break it up into two parts. This first part discusses the approach Roman and his team took to plan for and prevent risks surrounding the Winter Olympics on the digital landscape. We also discuss how they anticipated issues and prepared to take part in and manage the real-time conversations that took place around the world throughout the Olympics. The second part of this podcast (TCIP #047), discusses what it was like on the ground in Sochi, how Roman and his team managed the issues that threatened the Olympics’ reputation, attacks by activist groups, the real-time media and so much more. Whether you’re planning for a global event or are in an industry that can potentially be impacted by global crises, this is the first of a two-part podcast series you won’t want to miss! Connect with us! Subscribe to The Crisis Intelligence Podcast! Subscribe and leave us a review on iTunes and/or Stitcher Subscribe via email About host, Melissa Agnes Learn more about Melissa Agnes Follow Melissa on Twitter: @melissa_agnes Connect with Melissa on LinkedIn Email Melissa directly: melissa@melissaagnes.com Learn more about Agnes + Day, Melissa’s crisis management firm. About guest, Roman Gaponenko Learn more about Roman on LinkedIn Follow Roman on Twitter: @romanholiday Thanks to Roman for having this insightful discussion with me! This post, TCIP #046 - Crisis Management for Global Events with Roman Gaponenko (Part 1), originally appeared on melissaagnes.com.
	12 Apr 2015	TCIP #045 - The American Red Cross's Social Media Command Center with Curtis Midkiff	00:52:16
Welcome to episode #045 of The Crisis Intelligence Podcast, with Melissa Agnes and Curtis Midkiff. The American Red Cross is known for their amazing, life saving emergency management and humanitarian work. A big part of their success is due to their evolutionary mindset and corporate culture that empowers them to change and adapt with the times. What has always fascinated me are their extreme capabilities in the use of social media for real-time emergency management. Today they have three social media command centers, also known as “digidocs”, that serve as their home base for monitoring, listening, responding, communicating, targeting – you name it – both in and out of crises and emergencies. In this episode of The Crisis Intelligence Podcast, I was fortunate to have the opportunity to sit down and discuss the details and strategy behind the American Red Cross’s social media emergency management strategy and set-up with Curtis Midkiff, director of social engagement at the American Red Cross. Throughout this discussion, Curtis and I discuss everything from the importance of having an “always on” mentality when it comes to crisis management, to how the American Red Cross has set up their social media listening tools, what they listen to and for, how they categorize and group their monitoring efforts, how they train their teams of volunteers, and so much more! Whether you work in the emergency management field or on the crisis management team for a corporate entity, Curtis shares so many great takeaways in this podcast that you will be able to evaluate and hopefully incorporate into your own social media for crisis management strategy. Interesting is an understatement when referring to this episode of TCIP. Enjoy! Running time: 52:16 Connect with us! Subscribe to The Crisis Intelligence Podcast! Subscribe and leave us a review on iTunes and/or Stitcher Subscribe via email About host, Melissa Agnes Learn more about Melissa Agnes Follow Melissa on Twitter: @melissa_agnes Connect with Melissa on LinkedIn Email Melissa directly: melissa@melissaagnes.com Learn more about Agnes + Day, Melissa’s crisis management firm. About guest, Curtis Midkiff Learn more about Curtis and connect with him on LinkedIn Follow Curtis on Twitter: @clmidkiff About the American Red Cross Follow the Red Cross on Twitter: @redcross Like them on Facebook Check out the American Red Cross’s blog: redcrosschat.org Curtis spoke about the new disaster portal the American Red Cross is in the process of developing. It’s a great initiative and you can check it out here: redcross.org/disaster-action A big thank you to Curtis for taking the time to have this important and insightful conversation with me! This post, TCIP #045 - The American Red Cross's Social Media Command Center with Curtis Midkiff, was first published to melissaagnes.com.
	17 May 2015	TCIP #049 – What Makes a Good Crisis Message with Karen Freberg and Kristin Saling	00:49:43
Welcome to episode #049 of The Crisis Intelligence Podcast, with Melissa Agnes, Karen Freberg and Kristin Saling. Karen Freberg and Kristin Saling are more than sisters, they’re research colleagues. They recently conducted an academic study to determine the characteristics and attributes that make a good crisis communication message on social media. When I discovered their research, I knew I had to have them on TCIP to discuss their findings! In this week’s episode of The Crisis Intelligence Podcast, I sat down with Karen and Kristin to discuss their study, its focus and its findings. What’s interesting (yet not surprising) is that the results of their study provide an academic research basis to support what crisis professionals in the field, such as myself, have been preaching and teaching to clients for years. With that said, tune in to discover what their study suggests is the recipe for effective crisis management messaging on social media. This episode of The Crisis Intelligence Podcast discusses: The Q-Sort method and how it was used to determine what makes a good crisis communication message. How different people want to receive different types of information and updates throughout a crisis. The results of the study: What actually makes a good crisis message on social media. What all of this means to your organization. Karen and Kristin are both smart and fun to chat with – and listen to. Enjoy! Running time: 49:42 Connect with us! Subscribe to The Crisis Intelligence Podcast! Subscribe and leave us a review on iTunes and/or Stitcher Subscribe via email Links and studies mentioned in this podcast Download a copy of Karen and Kristin’s Situational Q-Sort Study (2013) Download a copy of Karen and Kristin’s article: “Using value modeling to evaluate social media messages: The case of Hurricane Irene” About host, Melissa Agnes Learn more about Melissa Agnes Follow Melissa on Twitter: @melissa_agnes Connect with Melissa on LinkedIn Email Melissa directly: melissa@melissaagnes.com Learn more about Agnes + Day, Melissa’s crisis management firm. About guest, Karen Freberg Check out Karen’s blog: karenfreberg.com/blog Follow Karen on Twitter: @kfreberg About guest, Kristin Saling Check out Kristin’s blog: kcsaling.com Follow Kristin on Twitter: @kcsaling Thanks to Karen and Kristin for taking the time to share your study and its findings with us! This post, TCIP #049 - What Makes a Good Crisis Message with Karen Freberg and Kristin Saling, was originally published to melissaagnes.com.
	09 Oct 2018	How To Form Crisis Ready Legal Alliances and Practice Compassionate Compliance	00:50:19
Jackie Ford, partner at the law firm Vorys, Sater, Seymour and Pease, joins the Invincible Brand Podcast to discuss proactive legal strategies in your crisis readiness and the practice of compassionate compliance. About this episode In my experience, one of the biggest challenges organizations face is forming a crisis ready alliance with their legal department where everyone is on the same page, understands each other’s different realities and challenges, and proactively supports and compliments one another’s crisis management functions. And yet, once this alliance is formed it is such a powerful asset to the organization’s crisis readiness. Jackie Ford is a partner at Vorys and has a practice in employment law, privacy issues, internal investigations, and crisis management. Not to mention that she is a brilliant attorney whom I enjoy partnering with as often as possible in the interest of helping our clients strengthen their crisis readiness. Her work, her mindset, and the outcomes she provides to her clients are all testaments to the powerful advantages of creating strong relationships with legal for issue and crisis prevention and management. In this conversation, Jackie provides great perspective and shares powerful stories to help you bridge these potential gaps and strengthen your crisis ready governance and culture. This episode explores: Strategies to get legal onboard for your crisis readiness—in the way they need to be. How to reduce risk by always keeping aligned with your organization’s values and culture. Strategic ways to help prevent risks, such as acts of violence in the workplace, that go beyond the typical approaches. What compassionate compliance is and how it empowers your crisis ready culture. Real-world examples of how taking a proactive approach to issue management helps mitigate the risk of lawsuits, legal liability, and escalated risk. Connect with Jackie Ford: Learn more about Jackie and her practice at Vorys Connect with Jackie on LinkedIn
	03 May 2015	TCIP #047 – Crisis Management for Global Events with Roman Gaponenko (Part 2)	01:11:23
Welcome to episode #047 of The Crisis Intelligence Podcast, with Melissa Agnes and Roman Gaponenko. Global events, from the Olympics to the Oscars to a global crisis that impacts the world at large, present unique challenges when it comes to crisis preparedness and crisis management. Last week, in part one of this two-part podcast series with Roman Gaponenko, a social media and content strategist for the 2014 Sochi Winter Olympics, Roman and I discussed how to strategize and approach crisis preparedness for global events. This week, in the second part of this podcast series, Roman shares stories about what it was like on the ground in Sochi and the different crisis and issue scenarios that he and his team had to face and quickly overcome in real-time. Roman shares some really interesting stories and together we provide you with tons of realistic and implementable takeaways to help make your crisis preparedness program scalable and effective. Whether you’re planning for a global event or are in an industry that can potentially be impacted by global crises, this is the second half of a two-part podcast series you won’t want to miss. Enjoy! Running time: 1:11:22 Connect with us! Subscribe to The Crisis Intelligence Podcast! Subscribe and leave us a review on iTunes and/or Stitcher Subscribe via email About host, Melissa Agnes Learn more about Melissa Agnes Follow Melissa on Twitter: @melissa_agnes Connect with Melissa on LinkedIn Email Melissa directly: melissa@melissaagnes.com Learn more about Agnes + Day, Melissa’s crisis management firm. About guest, Roman Gaponenko Learn more about Roman on LinkedIn Follow Roman on Twitter: @romanholiday Thanks to Roman for having this insightful discussion with me! This post, TCIP #047 - Crisis Management for Global Events with Roman Gaponenko (Part 2), was originally published to melissaagnes.com.
	18 Sep 2018	Behind The Scenes of the Chipotle E. Coli Crisis, with William Espey	00:54:45
William Espey, the man responsible for the voice of the brand that is Chipotle, joins the Invincible Brand Podcast to discuss the challenges Chipotle faced when managing the E. coli crisis in 2015, and the mindset and strategies they implemented to manage the many dynamics of this incident and the reputational impact it threatened to leave on the brand. About this episode Chipotle is a brand that has worked hard and done a phenomenal job at building solid and trusting relationships with its customers. When the E. coli crisis struck, the brand needed to work especially hard to not lose all that goodwill and trust they had earned throughout the years—and the challenges that this crisis presented were complex, dynamic, and emotionally based, proving to be more difficult than the organization may have initially realized. In this episode, William shares what it was like behind the scenes of managing this crisis. We discuss the brand’s mindset and culture, and how these things helped them navigate through the real-time challenges they faced. I recorded this episode with William a while ago, before I decided to rebrand the podcast and relaunch it in September 2018, so I’ve been waiting a long time to share this conversation with you and am excited to do so! This episode explores: How the emotional connection customers have to the brand amplified the challenges that Chipotle had to overcome, while managing the incident. How Chipotle prioritized trust in managing this incident and the actions and decisions they took in alignment with this priority. The mistakes they made in managing the crisis and the biggest lessons they learned along the way. The impact their culture had on the management of this crisis. Links discussed in this episode The Brand Invincibility Webinar Series I mention at the end of this episode. Connect with William: William’s LinkedIn profile Chipotle’s website
	22 Mar 2015	TCIP #042 – Cultivating Outrageous Trust with Roy Reid	01:14:46
Welcome to episode #042 of The Crisis Intelligence Podcast, with Melissa Agnes and Roy Reid. Proactively building trust with your stakeholders is a profound crisis preparedness strategy (amongst other things). But in order to build outrageous trust, you need to begin by working from the inside out. An organization that focuses on building a corporate culture of trust with both their internal and external stakeholders will find that a) they minimize risk on a regular basis, in everything they do; and b) they have a powerful advantage in a crisis – the trust of their stakeholders, the benefit of the doubt. So what does having a culture of “outrageous” trust really mean and how do you go about cultivating this? In this episode of The Crisis Intelligence Podcast, I sit down with Roy Reid to discuss the exact answers to these questions in full detail. Roy and I touch on so many levels of trust and provide actionable tips to help you build a high-trust culture within your organization. No matter what stage of cultivating outrageous trust you may be at right now, there are a ton of tangible takeaways in this episode for you to either begin or continue down the road of building outrageous trust. Enjoy! Running time: 1:14:45 Get connected Subscribe to The Crisis Intelligence Podcast! Subscribe and leave us a review on iTunes and/or Stitcher Subscribe via email About host, Melissa Agnes Learn more about Melissa Agnes Follow Melissa on Twitter: @melissa_agnes Connect with Melissa on LinkedIn Email Melissa directly: melissa@melissaagnes.com Learn more about Agnes + Day, Melissa’s crisis management firm. About guest, Roy Reid Learn more about Roy Read Check out Roy’s website: roywreid.com Follow Roy on Twitter: @royreid Like him on Facebook This post, TCIP #042 - Cultivating Outrageous Trust with Roy Reid, was originally published to melissaagnes.com.
	15 Mar 2015	TCIP #041 – Life After United Breaks Guitars with Dave Carroll	00:52:02
Welcome to episode #041 of The Crisis Intelligence Podcast, with Melissa Agnes and Dave Carroll. In 2009, Canadian musician Dave Carroll published the first of three videos telling the story of how United Airlines carelessly broke his guitar. This video, as I’m sure you recall, was titled “United Breaks Guitars” – and it created a media frenzy that a) sent United Airlines’s reputation down a downward spiral, resulting in an estimated $1.8 million dollar loss that year; and b) jump-started Dave Carroll’s career as a consumer activist, speaker, musician and author. Within this episode of The Crisis Intelligence Podcast, I chat with Dave about his experience with United Breaks Guitars, what it meant, new developments that it may have helped manifest (i.e.: the new US Department of Transportation’s decision that allows musicians to bring guitars onboard all US airplanes) – and a whole bunch more. There’s also some great messages in his story about being open and receptive to opportunities as they come to you – and yes, this also applies to your crisis and issues management! This episode of The Crisis Intelligence Podcast discusses: The impact that one person’s voice can have on your organization – whether for the positive or negative. The dangers of allowing your organization to view any type of incident – or customer – as statistically insignificant. The power of story-telling in (and out of) crisis management. The importance of spotting opportunities and being prepared to proactively leverage them. Dave’s biggest crisis management advice he has to offer to organizations. If you followed United Breaks Guitars in 2009 – and even if you didn’t – you’ll enjoy this listen! Running time: 52:01 Get connected Subscribe to The Crisis Intelligence Podcast! Subscribe and leave us a review on iTunes and/or Stitcher Subscribe via email About host, Melissa Agnes Learn more about Melissa Agnes Follow Melissa on Twitter: @melissa_agnes Connect with Melissa on LinkedIn Email Melissa directly: melissa@melissaagnes.com Learn more about Agnes + Day, Melissa’s crisis management firm. About guest, Dave Carroll Learn more about Dave Carroll, the musician, speaker and author: davecarrollmusic.com Contact Dave directly: dave@davecarrollmusic.com Follow Dave on Twitter: @davecarroll Learn more about the United Breaks Guitars story and impact on United Airlines More on Dave’s story-telling workshop A warm thanks to Dave for taking the time to have this insightful discussion with me! This post, TCIP #041 - Life After United Breaks Guitars with Dave Carroll, was originally published to melissaagnes.com.
	27 Nov 2018	Discussing The Core Essentials Of Crisis Management	00:26:42
Each month Melissa answers questions from real people doing real work in–or learning about–crisis readiness. This month’s question comes from Natalia who asked some core questions that pertain to crisis management and crisis readiness, such as: “What is crisis management and what does it mean to be a crisis management professional?” “What are some of the most common mistakes organizations make in the midst of crises and issues?” “What are some of the qualities and characteristics that lend to being great in this profession?” … and a question that caught Melissa by surprise, but she loved: “What does she think of the show Scandal in the context of crisis management?” *You can also listen to this episode on iTunes, Spotify, Stitcher, and YouTube.* Links to things discussed in this episode: The Crisis Ready Model Do you have a question you’d like Melissa to answer, and are you willing for that discussion to be recorded (in a way that respects your privacy and confidentiality)? If so, click here to set up some one-on-recorded-one time with Melissa and have your pertinent crisis ready questions answered.
	23 Oct 2018	Strategies For Building Sustained Trust From The World’s Leading Airlines	00:38:43
Shashank Nigam, author of Soar and CEO of Simpliflying, joins the Invincible Brand Podcast to share some powerful strategies on how today’s leading airlines have managed to build sustainable trust – and how that serves them when undesirable incidents risk occurring. About this episode The airline industry is tough. The risks are exponential; profit margins are difficult to maintain; the general public is critical, emotional, and has the ability to instil a world of impact on brand equity and reputation; regulatory compliance is strict and severe… and the list goes on. And yet, there are some airlines out there that just simply get it. These airlines continue to do phenomenal work in creating brands that deliver an experience and put people first, fostering a culture that aspires to achieve brand invincibility and works proactively towards this objective every day. Fortunately for the rest of us, there are so many crisis ready lessons and strategies that can be taken from these airlines and adapted into your own organization, no matter its industry. In this week’s episode of the Invincible Brand Podcast, Shashank sat down with me to discuss the strategies, mindsets, and crisis management failures and successes that he has seen in his work with over 90 of these airlines over the past several years. This episode explores: What the strongest, most profitable, and beloved airlines have in common-and what you can learn from their success and strive for invincibility. Why achieving brand invincibility should be aspirational. How the CEO of AirAsia, Tony Fernandes, single-handedly raised the bar for airline crisis management, and the important lessons you can learn from his decisions and actions. A fascinating example of how a stagnant crisis management plan hindered Thai Airways’s chance to effectively manage an issue. Links mentioned in the episode: Order a copy of Soar More on Thai Airways’s issue management fail. Shashank’s daily show, Simpliflying Live Connect with Shashank Nigam: Learn more about the great work that Simpliflying does. Connect with Shashank on LinkedIn Follow Simpliflying on Twitter: @Simpliflying
	04 Sep 2018	How To Get Ahead Of A Crisis When You’re Already Behind, with Mountain View Police Department	00:44:56
In April 2018, shortly after the shooting that took place at YouTube’s headquarters by 38-year-old Nasim Najafi Aghdam in San Bruno, California, the media learned from Aghdam’s father that she had been confronted by Mountain View Police Department officers prior to the shooting taking place. Before MVPD had time to make this connection themselves and gather the necessary information, news of this fact quickly went viral with the media, local communities, and the general public demanding answers and speculating on what the answers to those unanswered questions might be. In this episode of The Invincible Brand Podcast, Melissa Agnes sits down with Captain Chris Hsiung of MVPD and Katie Nelson, Social Media and Public Relations Coordinator for MVPD, to discuss the behind the scenes of what happened, how it happened, and the crisis ready strategies that MVPD quickly put into place in order to regain control of the narrative of the incident and mitigate the risk of losing trust and credibility with their community and the general public. Learning of a serious issue or crisis once it has already gone viral against your brand is a business risk that applies to any type of organization in this day and age, and the tips, strategies, and insights that Captain Hsiung and Katie share in this episode are relevant to all businesses whether you’re a brand of one, a mega corporation, or whether you’re in the public or private sectors. This episode explores: How a Crisis Ready organizational mindset prepared MVPD for this moment before it happened The Ultimate FOMO moment when Captain Hsiung was “off the grid” on a cruise for the initial 18hrs of the event Behind the scenes decisions and discussions The strategy of communication: how MVPD rolled out the video footage of the event – and the importance of providing context to what viewers would see in the footage Links discussed in this episode The first response statement published by MVPD before they could release the video footage of the incident The official response published by MVPD with the video of the incident Follow and connect with MVPD on social: Facebook Twitter Instagram
	29 Jun 2015	TCIP #054 – Communicating with Crisis-Affected Communities with Claudia Liute	01:18:06
Welcome to episode #054 of The Crisis Intelligence Podcast, with Melissa Agnes and Claudia Liute. Claudia is a humanitarian who works on the ground in some very hostile and conflicted crisis-affected communities. In her experience, one of the things she sees far too often is people rushing in with the best of intentions for helping, but too often forgetting to first take the time to speak with the communities to get their take on things, their needs and preferred means of communication. This, unfortunately runs true on many levels of crisis management, not just in humanitarian work. In this episode of The Crisis Intelligence Podcast, Claudia and I discuss the importance of asking questions and assessing situations before pushing out crisis communications. But make no mistake! This must all be done swiftly and effectively as timely communications are of equal importance in times of crisis. But in order to be truly effective, you must first listen and assess. Join Claudia and I as we discuss tips and tricks for successfully achieving this, as well as ways to strategize and set goals for measuring accuracy and success in your crisis management. This episode is a little longer than usual, but it’s worth the listen! This episode of The Crisis Intelligence Podcast discusses: Swift trust-building techniques. Technology’s impact on crisis communications and humanitarian work. Strategic ways to create long-lived and short-lived crisis communication messages that achieve results. Tips for communicating with people impacted by rumors and propaganda. Evaluation techniques to help you better understand your stakeholders in order to better communicate with them in a crisis. How to identify and measure results. There are lots of great crisis communications advice shared in this podcast – and lots of great stories told. Enjoy! Running time: 1:18:05 Documents mentioned in podcast Download a description of the toolkit Claudia talks about Here’s a link to the toolkit Ernesto Sirolli’s TED talk: Want to help someone? Shut up and listen! Connect with us! Subscribe to The Crisis Intelligence Podcast! Subscribe and leave us a review on iTunes and/or Stitcher Subscribe via email About host, Melissa Agnes Learn more about Melissa Agnes Follow Melissa on Twitter: @melissa_agnes Connect with Melissa on LinkedIn Email Melissa directly: melissa@melissaagnes.com Learn more about Agnes + Day, Melissa’s crisis management firm. About guest, Claudia Liute Learn more about Claudia and connect with her on LinkedIn Be sure to check out the informative articles Claudia publishes to LinkedIn as well. Connect with Claudia on Twitter: @ClaudiaLiute Thanks to Claudia for taking the time to share your experience and great stories with us! This post, TCIP #054 – Communicating with Crisis-Affected Communities with Claudia Liute, was first published to melissaagnes.com.
	08 Feb 2015	TCIP #036 – How To Conduct a Crisis Simulation with Garth Rowan	00:54:57
Welcome to episode #036 of The Crisis Intelligence Podcast, with Melissa Agnes and Garth Rowan. Crisis simulations are an amazing way to test your crisis plan and strengthen your team’s crisis communication skills. I’ve been conducting crisis simulations for a few years now and the results that they bring to my clients never cease to amaze me. That said, I often get asked questions like “how do I conduct a crisis simulation?”; “who should be involved in the exercise?”; “what should I test?”; etc. So I decided to dedicate this week’s episode of The Crisis Intelligence Podcast to answering these questions and helping those of you out there who are interested in conducting a crisis simulation, develop the best scenario and exercise you can for your team. With me in this podcast is my friend and colleague, Garth Rowan. Garth and I work together quite often, combining our strengths to provide our clients with life-like simulations, so it made perfect sense that I would ask him to join me in this conversation. Within this episode, Garth and I have fun answering commonly posed questions, and we share our own experiences while detailing what makes for a great crisis simulation. This post, TCIP #036 - How To Conduct a Crisis Simulation with Garth Rowan, was originally to melissaagnes.com
	19 Feb 2024	Could We Train AI with Emotional Intelligence to Predict a Crisis? [Audio of Blog Post]	00:12:38
Make no mistake: AI absolutely will affect crisis communication — and crisis in general, for that matter. Recently, my friend and the queen of PR herself, Gini Deitrich said something that got me thinking about predictive AI even further: Could AI predict the emotional escalation of a crisis… before it begins to happen? This episode explores this concept and what it could mean for the crisis communication industry. This is the audio recording of a blog post, written and narrated by Melissa Agnes, and published to CrisisReadyInstitute.com.
	29 Mar 2015	TCIP #043 – Bullying Ends Here with Tad Milmine	00:49:28
Welcome to episode #043 of The Crisis Intelligence Podcast, with Melissa Agnes and Tad Milmine. Those of you who know me and follow my work, know that bullying is a youth-affecting crisis that touches my heart. Every once in a while I write about this growing issue and do what I can to provide helpful resources and strategies for educational institutions and law enforcement. That said, I was recently introduced to Tad Milmine’s work in bully prevention and I was enamoured by his message and his proactive approach to helping bullied youth directly. Tad is a police officer who travels to schools around Canada on his time off to speak with students about the impact and realities of bullying. By getting personal with them, he’s able to reach them on an emotional level and has had a very positive impact on many bullied youth’s lives around the country. Within this episode of The Crisis Intelligence Podcast, I had the opportunity to sit down and chat with Tad about his work in bully prevention. In this episode, Tad shares his story and the strategies that have proven to work for him. He also provides tips and takeaways for law enforcement, educational institutions and parents dealing with this type of youth-related crisis. If you're in law enforcement, work in education or have a child in your life who is or may be being impacted by bullying, then this episode will provide you with unique insights, perspectives and helpful tips. Enjoy! Running time: 49:28 Get connected Subscribe to The Crisis Intelligence Podcast! Subscribe and leave us a review on iTunes and/or Stitcher Subscribe via email About host, Melissa Agnes Learn more about Melissa Agnes Follow Melissa on Twitter: @melissa_agnes Connect with Melissa on LinkedIn Email Melissa directly: melissa@melissaagnes.com Learn more about Agnes + Day, Melissa’s crisis management firm. About guest, Tad Milmine Interested in bringing Tad in to speak with your students? Visit his website to learn more about Tad and his message: bullyingendshere.ca Follow Tad on Twitter: @TadMilmine If you’d like to make a donation to help Tad continue to do the important work he’s doing, click here. This post, TCIP #043 - Bullying Ends Here with Tad Milmine, was originally published on melissaagnes.com.
	15 Nov 2015	TCIP #055 - Life's Most Important Question with Brian Willis	00:55:39
The law enforcement industry has been struggling through a lot of heat lately. Many leaders within the law enforcement community are working very hard to overcome this industry crisis and to embed a corporate culture based on trust-building and transparency within their communities. One of these leaders is Brian Willis. Brian is a recognized thought leader and catalyst for change in the law enforcement profession, and he uses one big question in his trainings and seminars to help law enforcement professionals focus on continually finding the best solution in all types of situations. This big question is “What’s important now?” In this episode of The Crisis Intelligence Podcast, Brian and I discuss the state of law enforcement right now and how life’s most important question can be used by law enforcement – as well as leaders and professionals in general – to help them appropriately and successfully manage and overcome any type of crisis. This episode of The Crisis Intelligence Podcast discusses: How law enforcement is using life’s most important question to be better crisis managers. Steps law enforcement agencies can take to begin to break down silos and build trust within their communities. Strategies on how law enforcement can begin to shape the narrative of their own incidents. What WINx is and why it’s the biggest and best law enforcement conference of the year – and why you should attend. Experience WINx In addition, Brian and I discuss the first annual WINx conference, which is happening this November 18th, 2015. WINx is a conference targeted for law enforcement leaders and is inspired by TED. On November 18th, nine inspirational speakers will take the stage for 18 minutes each to raise important questions and to inspire the right mindset and actions for the industry to take moving forward. I’m extremely honored to be a part of this conference and hope to see you there! About host, Melissa Agnes Learn more about Melissa Agnes Follow Melissa on Twitter: @melissa_agnes Connect with Melissa on LinkedIn Email Melissa directly: melissa@melissaagnes.com Learn more about Agnes + Day, Melissa’s crisis management firm. About guest, Brian Willis Learn more about Brian and connect with him on LinkedIn Check out Brian’s consulting agency: Winning Mind Training Visit lifesmostpowerfulquestion.com to learn more about “what’s important now?” as a crisis management strategy Watch Brian’s TEDx talk: The Most Dangerous Weapon in Law Enforcement Discover WINx and register to join us in Chicago! More TEDx videos from the outstanding speakers at this year’s WINx event TEDx Talk by Chip Huth: The importance of mindset in policing TEDx Talk by Kevin Briggs: The bridge between suicide and life TEDx Talk by Melissa Agnes: The Secret to Successful Crisis Management in the 21st Century A big thanks to Brian for taking the time to have this important conversation with me.
	30 Oct 2018	How Does Crisis Readiness Translate From Government To Big Business To Solopreneurs?	00:39:47
Each month, Melissa answers your crisis ready questions. This month’s question comes from Bridget… and, in fact, Bridget had a handful of really great questions that Melissa got to provide responses to. Here’s a sampling of what these questions were: “Is crisis management different from industry to industry?” “What is the best way to manage controversial issues that spark heated emotion within a subset group of stakeholders?” “Who should be a part of the issue management team, when an incident doesn’t need to escalate straight through to leadership?” This discussion explores: Strategic ways to successfully manage controversial viral issues. The power of banking goodwill and trust prior to experiencing an issue or crisis. Strategies of response when your hands are tied and you are not legally able to share information. Where the crisis management nuances lie and how to be prepared for all forms of incidents. A look at how to make your crisis management governance structure scalable across all forms of issues and crises. Links discussed in this episode: Crisis Ready Issue Management Response Flowchart Crisis Ready Formula for Managing Controversies If you’re in Tavares Florida, check out Jones Brothers Seaplane Adventures! Do you have a question you’d like me to answer, and are you willing for that discussion to be recorded (in a way that respects your privacy and confidentiality)? If so, click here to set up some one-on-recorded-one time with me.
	20 Nov 2018	Behind the Scenes: Tactical Crisis Management Lessons from the Frontlines	00:41:46
Utility companies are no stranger to the multitude of challenges that present themselves in times of crisis. As a result, they have a ton of real-time crisis management experience that others can learn from. Alectra is one such organization. With a 1,250 m² (or 2,000 km²) service territory delivering power to approximately one million customers in Ontario, Canada, Alectra deals with issues and crises on a regular basis. In this episode, Blair Peberdy, Vice-President of Government and Corporate Relations at Alectra, joins the Invincible Brand Podcast to share the many crisis management lessons he has learned throughout his career. About this episode It’s always great to learn from the mistakes, successes, and lessons learned by others—hopefully saving you from having to learn them the hard way. In this episode, Blair shares the structure behind Alectra’s crisis ready program, along with the many lessons the company has learned throughout its years of managing dozens of real-life and simulated incidents. This episode provides a behind the scenes look at the different strategies and tactics that Alectra has implemented into its crisis ready program. These strategies and tactics continue to help the organization further strengthen its crisis ready culture, and the best part is that each of the lessons that Blair shares within this conversation are directly applicable to your organization and team. This episode explores: The multi-tiered prongs that facilitate Alectra’s crisis communication to its different key stakeholders. The structure of the company’s crisis management governance, including the different roles they’ve designed and how they ensure these roles are scalable with employee turnover and the growth of the company. The role that crisis simulations play in helping Alectra continuously strengthen its crisis ready program and its team’s skills. A look at Alectra’s post-crisis debriefing structure and processes. How social media has changed the crisis management landscape. Connect with Blair and Alectra: Email Blair with any questions: blair.peberdy@alectra.com Learn more about Alectra at alectra.com
	07 Jun 2015	TCIP #052 – A Crisis Management Case Study with Monika Lancucki	00:54:31
Welcome to episode #052 of The Crisis Intelligence Podcast, with Melissa Agnes and Monika Lancucki. When the company Monika Lancucki worked for went into receivership, they knew they were in for a crisis management challenge. Adding to the challenge, Monika and her team were only given three days notice before the receivership needed to be publicly announced – two of which were weekend days. Within these three days, Monika and her team were tasked with preparing the communications and statements for stakeholders; strategizing a way to get ahead – and stay ahead – of the news cycle; determining the best way to communicate the news internally while soon after needing to also prepare the internal team for the tasks and challenges of helping to manage this crisis; and much more. In this episode of The Crisis Intelligence Podcast, Monika shares her story of how her and her team managed this crisis in real-time. She shares the biggest challenges they faced, how they prepared their crisis communications strategy, the results that ensued, and the biggest lessons and takeaways she learned first-hand, along the way. This episode of The Crisis Intelligence Podcast discusses: Monika Lancucki’s first-hand crisis management experience – her and her team’s successes, their failures and the many lessons learned in real-time. How to prepare and manage a corporate crisis involving receivership. Strategies for breaking unwanted news to employees… employees that you also need to actively help you manage the crisis. Practical examples on how to shape a story and become the narrative of your own crisis. It’s an interesting story with tons of insightful takeaways. Enjoy! Running time: 54:31 Connect with us! Subscribe to The Crisis Intelligence Podcast! Subscribe and leave us a review on iTunes and/or Stitcher Subscribe via email About host, Melissa Agnes Learn more about Melissa Agnes Follow Melissa on Twitter: @melissa_agnes Connect with Melissa on LinkedIn Email Melissa directly: melissa@melissaagnes.com Learn more about Agnes + Day, Melissa’s crisis management firm. About guest, Monika Lancucki Connect with Monika on LinkedIn Follow Monika on Twitter: @niska7 For the SlideShare presentation discussed in this podcast, click here Follow Monika on SlideShare A big thanks to Monika for taking the time to share your story with us! This post, TCIP #052 - A Crisis Management Case Study with Monika Lancucki, was originally published to melissaagnes.com.
	25 Sep 2018	How Can I Merge My Expertise Into A Career In Crisis Communication?	00:22:03
This month’s question: “I have been a digital journalist, reporter and TV producer for the last 10 years. I am interested in merging my skills in breaking news coverage into a career in crisis communications. I’d love to speak with you to hear your thoughts around how I can merge my journalism career into a future in crisis communication work.” The answer explores: Your resumé: strategic ways to make yourself stand out. How the way you frame your expertise can help you overcome mindset barriers before they become your obstacles. Food for thought on whether you need another degree. Links discussed in this episode Link to the video I mention in this podcast about the impact of shows like Scandal on the crisis management industry and profession. Do you have a question you’d like Melissa to answer, and are you willing for that discussion to be recorded in a way that respects your privacy and confidentiality? If so, visit melissaagnes.com to set up some one-on-recorded-one time with Melissa!
	19 Apr 2016	TCIP #056 - Terrorist Attack Crisis Management with Daniel Linskey	00:55:07
I recently had the honor of sitting down with Daniel Linksey, former Superintendent in Chief of the Boston Police Department, to record an episode of the Crisis Intelligence Podcast. Dan was the incident commander during the Boston Marathon Bombing. Within this podcast, Dan shares his first-hand experience of what it was like to manage the Boston Marathon Bombing crisis. He goes into great detail about everything from how he mustered up the courage to lead his team through the management of this horrific day; to how he and his team successfully positioned Boston PD as the source of credible information and updates throughout the management of the incident; how they filtered through the thousands upon thousands of informational tips, videos and photos to successfully identify and ultimately capture the terrorists – and so much more. This episode of The Crisis Intelligence Podcast discusses: The importance of using the right language within your crisis communications Dan’s personal story about what it was like to have the responsibility of being Commander in Chief during a horrific event like the Boston Marathon Bombing How to control the accuracy of the information you share in a crisis, while still meeting the expectation of real-time updates The biggest lessons and takeaways Dan and his team learned throughout this entire experience Tips to getting buy-in from leadership to incorporate the digital landscape and the need for real-time communications into your crisis preparedness strategy Don’t miss Dan’s captivating, emotional story and all of the tremendous advice and implementable takeaways he shares! Please note that the quality of the audio of this podcast is a little less than usual. This is due to the fact that I’m in the process of a move and my office is empty (which makes it echoey) and the fact that the Skype connection was a little shaky. However, the quality of the content within this podcast is top notch, so I hope you’ll forgive me for the less than perfect audio. Thanks for your understanding! Subscribe to the Crisis Intelligence Podcast! Subscribe and leave us a review on iTunes and/or Stitcher Subscribe via email About host, Melissa Agnes Learn more about Melissa Agnes Follow Melissa on Twitter: @melissa_agnes Connect with Melissa on LinkedIn Email Melissa directly: melissa@melissaagnes.com About guest, Daniel Linskey A big thank you to Dan for, not just taking the time to share your story and experience with us, but for your continued service to your Country. You’re a true leader and a tremendous example for us all to learn from.
	02 Aug 2016	TCIP #058 - Helping Law Enforcement Implement a Crisis Ready Culture with Brian Willis	00:48:33
When it comes to crisis management, law enforcement has one of the most challenging tasks. Not only does their crisis management involve real dangers and the important mission of keeping their communities and themselves safe and out of harms way, but it also includes a need for effective and nearly instantaneous communications. And while the former challenge has always been a part of their job description, the latter is relatively new with ever evolving real-time challenges. Challenges that can be difficult and grueling to overcome. Those of you who have followed me for a while know that I am dedicated to helping law enforcement agencies implement a 21st century crisis-ready culture. Whether it be through my work with law enforcement agencies, EMDs, cities and municipalities, or by leveraging my blog, podcast or #crisisready video series. This is why I was honored when Brian Willis reached out to invite me onto his podcast for his Excellence In Training Academy, which is “a membership site for law enforcement trainers who are committed to the pursuit of excellence in their life and in their training”. Brian does some amazing work within the law enforcement profession, including being the cofounder of WINx, an annual conference targeted for law enforcement professionals who aren’t happy with the status quo and are willing to be part of the growth and evolution of the law enforcement profession. Brian was also gracious enough to allow me to repurpose the podcast we recorded together and share it with all of you. It’s a dynamic discussion with lots of great advice and takeaways for the law enforcement profession, so be sure to tune in! Subscribe to the Crisis Intelligence Podcast! Subscribe and leave us a review on iTunes and/or Stitcher Subscribe via email Connect with Brian and Melissa About host, Melissa Agnes Learn more about Melissa Agnes Follow Melissa on Twitter: @melissa_agnes Connect with Melissa on LinkedIn Email Melissa directly: melissa@melissaagnes.com About guest, Brian Willis Brian has 25 years experience as a full time police officer. He received a Lifetime Achievement Award for his commitment and contributions to officer safety in Canada and was honored as the Law Officer Trainer of the Year in 2011. Brian also has 25 years experience as a law enforcement trainer. He works with law enforcement trainers who love to teach, are committed to their own learning and are passionate about helping their officers perform at their best. If you’re in the law enforcement profession and haven’t done so already, please check out Brian’s Excellence In Training Academy. I also encourage you to watch Brian’s TEDx talk: The Most Dangerous Weapon in Law Enforcement. Learn more about Brian and connect with him on LinkedIn Follow Brian on Twitter: @BrianRWillis Check out Brian’s consulting agency: Winning Mind Training Visit lifesmostpowerfulquestion.com to learn more about “what’s important now?” as a crisis management strategy Discover WINx and register to attend this year’s conference in Chicago! Listen to a past episode of The Crisis Intelligence Podcast with Brian Willis I’d like to extend a big thanks to Brian for welcoming me into his Excellence in Training Academy by means of this podcast. Our discussion is an important one and I look forward to continuing it and helping where I can.
	15 Mar 2018	TCIP #060 – Managing The Fort McMurray Wildfire Crisis, With Jordan Redshaw	00:47:20
The Horse River Wildfire that took place in Fort McMurray, Alberta, Canada, in May 2016, was unprecedented in Canadian history. Eighty-eight thousand people needed to be evacuated in the span of only a few hours, for a month-long evacuation. This wildfire was so catastrophic that its economic impact actually impacted Canada’s GDP. I recently had the opportunity to sit down with Jordan Redshaw, one of the communications managers with the recovery task force at the Regional Municipality of Wood Buffalo (a.k.a. Fort McMurray), to discuss his experience in being one of only two people responsible for communicating with the Fort McMurray community, to help 88,000 people evacuate safely. Throughout this conversation, Jordan generously shares his biggest lessons and takeaways from this experience. It’s an insightful and engaging conversation that I know you’ll enjoy! This episode of The Crisis Intelligence Podcast discusses: The crisis communication strategies Jordan and his team used to effectively evacuate 88,000 people in only a few hours. How Jordan and his team leveraged monitoring tools to help expand the reach of their crisis communications. The biggest lessons Jordan learned while managing this crisis. The after effects that this crisis had on both those who were part of the emergency management and the community at large. Jordan’s tips for being crisis ready for emergency management situations within your own community. Running time: 47:20 Subscribe to the Crisis Intelligence Podcast! Subscribe and leave us a review on iTunes and/or Stitcher Subscribe via email In this episode, I mention a previous episode of The Crisis Intelligence Podcast, where Garth Rowan and I discussed the management of this crisis as it unfolded. Listen to this podcast here. Connect with Melissa and Jordan About host, Melissa Agnes Author of Crisis Ready: Building an Invincible Brand in This Uncertain World, Melissa Agnes is a leading authority on crisis preparedness, reputation management, and brand protection. Agnes is a coveted speaker, commentator, and advisor to some of today’s leading organizations faced with the greatest risks. Learn more about Melissa Agnes Follow Melissa on Twitter: @melissa_agnes About guest, Jordan Redshaw Connect with Jordan on LinkedIn. Follow Jordan on Twitter: @JordanRedshaw. I’d like to extend a big thanks to Jordan for the important work you do, as well as for taking the time to discuss your experience and the important lessons you’ve learned with us.
	05 Apr 2015	TCIP #044 – Organization Fined $1.1 Million for Emailing Canadians (CASL) with Maanit Zemel	00:55:37
Welcome to episode #044 of The Crisis Intelligence Podcast, with Melissa Agnes and Maanit Zemel. Does your organization email Canadian stakeholders? If so, have you developed a CASL Compliance Policy? If you haven’t, you may be in store for some serious repercussions. Canada’s Anti Spam Legislation (CASL) came into effect in July of 2014 and it seems that since it came into effect, the Canadian Radio-television and Telecommunications Commission (CRTC) has been out for blood. They recently fined an organization called Compu-Finder a wopping $1.1 Million for “4 alleged violations”. They also recently fined the online dating service, Plenty of Fish, $48K for not having an unsubscribe button prominently displayed in their email send outs. Both of these organizations took a completely different approach to their crisis management, which is interesting to analyze. Within this episode of The Crisis Intelligence Podcast, I explore both of these crisis management strategies and their impact on the organizations’ reputations with CASL attorney, Maanit Zemel. No matter where your organization is based, if you email Canadians then CASL deeply applies to you and presents you with some serious risks for non compliance. The good news is that these risks are completely manageable and preventable. Within this podcast, Maanit and I provide you with strategies and tips to make sure that yours is not the next organization fined by the CRTC for emailing Canadians. Running time: 55:37 More CASL information Original Podcast with Maanit on CASL: TCIP #025 – Canada’s Anti-Spam Legislation (CASL) with Maanit Zemel 7 Steps for Preparing CASL Compliance Policies Canada’s Anti-Spam Legislation (CASL) – Why It Matter to Non-Canadians Get connected Subscribe to The Crisis Intelligence Podcast! Subscribe and leave us a review on iTunes and/or Stitcher Subscribe via email About host, Melissa Agnes Learn more about Melissa Agnes Follow Melissa on Twitter: @melissa_agnes Connect with Melissa on LinkedIn Email Melissa directly: melissa@melissaagnes.com Learn more about Agnes + Day, Melissa’s crisis management firm. About guest, Maanit Zemel Learn more about Maanit and her practice: www.casllaw.ca Connect with Maanit on LinkedIn Follow Maanit on Twitter: @maanitzemel Email Maanit directly: mzemel@casllaw.ca Learn more about Canada’s Anti-Spam Legislation at fightspam.gc.ca This post, TCIP #044 - Organization Fined $1.1 Million for Emailing Canadians (CASL) with Maanit Zemel, was originally published to melissaagnes.com.
	18 Jan 2015	TCIP #033 – Crisis Spokesperson Training with Brad Phillips	01:06:09
Welcome to episode #033 of The Crisis Intelligence Podcast, with Melissa Agnes and Brad Phillips. When it comes to crisis media training, there are so many questions that people (whether it be spokespersons or the communication and leadership teams) seek answers to. The truth is that your company spokesperson’s toughest task will be to communicate on behalf of your brand in a crisis – when the stakes are at their highest and the pressure is on. Within this episode of The Crisis Intelligence Podcast, I sit down with Brad Phillips, a.k.a. Mr. Media Training, to discuss the challenges of crisis spokesperson training. Brad and I discuss life as crisis and media training consultants and the tricks and tactics we’ve learned along the way. We have some laughs and, if you’re a consultant or part of your organization’s communications team, you’re sure to find some valuable takeaways within this episode. The lightening round I spontaneously did something a little different – and super fun! – in this episode. There were just too many questions I wanted to ask and discuss with Brad and not enough time, so we decided to end with a lightening round where I ask Brad a series of commonly asked questions in rapid succession and he replies thoroughly, but as quickly as possible. It’s entertaining and very resourceful, so be sure to tune in until the very end! This episode of The Crisis Intelligence Podcast discusses: What makes a good spokesperson for crisis communication. The real-time news cycle and how it impacts in a crisis. Tips for making communications “social media friendly”. Biggest mistakes spokespeople make in crisis – and how you can avoid them. How to save a client or brand who has already stuck their foot in their mouth. It's a fun and informative listen. Enjoy! Get connected! Have questions, comments or suggestions? Email melissa@melissaagnes.com Subscribe and leave us a review on iTunes and/or Stitcher Subscribe via email Learn more about Melissa Agnes Follow Melissa on Twitter: @melissa_agnes Connect with Melissa on LinkedIn Learn more about Agnes + Day, The Crisis Intelligence Firm. Subscribe to Brad’s blog: MrMediaTraining.com A must read! Brad’s book: The Media Training Bible: 101 Things You Absolutely, Positively Need to Know Before Your Next Interview Check out Brad’s media training company: Phillips Media Relations Follow Brad on Twitter: @MrMediaTraining Email Brad directly: contact@mrmediatraining.com Thanks to Brad for having this fun and interesting conversation with me! This post, TCIP #033 – Crisis Spokesperson Training with Brad Phillips, first appeared on melissaagnes.com.
	04 Apr 2024	How To Improve Your Crisis Communication Strategy By Understanding Near And Far Enemies [Audio of Blog Post]	00:13:39
Connection is at the heart of any good crisis communication strategy. However, we’ve all seen leaders attempt to connect with their audience with all the right words, and yet something feels… off. While a Crisis Ready Hindrance is often blocking that connection, understanding near and far emotional enemies is a powerful tool to help you overcome those Hindrances to resonate and connect in meaningful ways. Within this podcast, which is the audio version of a recent Crisis Ready blog post, Melissa Agnes explores how near and far enemies give leaders and crisis communicators the language to better understand why some attempts at emotional connection fall flat, and to better resonate with stakeholders in critical moments. Links: ➡️ The whole article can be found here, on the Crisis Ready Blog. ➡️ If this message resonates with you and you'd like to truly master the art of crisis communication and leadership, enrol in our Crisis Ready® Course, which is the first step in becoming certified in crisis comms.
	08 Mar 2015	TCIP #040 – Countering Extremism with Zahed Amanullah	00:45:18
Welcome to episode #040 of The Crisis Intelligence Podcast, with Melissa Agnes and Zahed Amanullah. As I described and discussed in this blog series, ISIS is a petrifyingly brilliant communicator and recruiter. But countering violent extremism and propaganda can’t only fall on the shoulders of our government agencies, for multiple reasons. The good news, is that there are private organizations out there that are committed to this mission and that are doing some amazing work. The Institute for Strategic Dialogue (ISD) is one of these organizations. ISD is a London-based think tank dedicated to dealing with the ongoing problem of extremism. The work that they’re doing, their way of viewing this rising crisis and it’s solutions, and the impact they’re having is fascinating and of critical importance. In this episode of The Crisis Intelligence Podcast, I had the opportunity to sit down with Zahed Amanullah, senior program manager at ISD, to discuss the important work that ISD is doing and the crisis management lessons they’ve learned along the way. This episode of The Crisis Intelligence Podcast discusses: The most effective ways to counter extremism in the 21st century. How data analytics and split-testing are crucially important for effective crisis management. The importance of provoking and promoting critical thinking as a tactic to fight in this war of ideas. How Google, Facebook and Twitter are taking their social responsibility in this war of ideas seriously and choosing to help in this fight. The fact that this crisis is a societal crisis and how you (yes, you!) can be a valuable asset and help us win this fight. It’s an important conversation with fascinating and important takeaways. Tune in and then I encourage you to follow the links below to learn more – including how you can help in this fight to counter extremism. Thank you and enjoy! Subscribe to The Crisis Intelligence Podcast! Subscribe and leave us a review on iTunes and/or Stitcher Subscribe via email About host, Melissa Agnes Learn more about Melissa Agnes Follow Melissa on Twitter: @melissa_agnes Connect with Melissa on LinkedIn Email Melissa directly: melissa@melissaagnes.com Learn more about Agnes + Day, Melissa’s crisis management firm. About guest, Zahed Amanullah Learn more about Zahed Amanullah Learn more about the Institute for Strategic Dialogue Follow ISD on Twitter: @institute4sd For teachers and educational institutions: Learn more about the Extreme Dialogue campaign targeted to getting kids talking and thinking about this issue as a recruitment prevention strategy: extremedialogue.org This post, TCIP #040 - Countering Extremism with Zahed Amanullah, was first published to melissaagnes.com.
	10 May 2015	TCIP #048 – The Secret to Successful Crisis Management with Melissa Agnes	00:54:24
Welcome to episode #048 of The Crisis Intelligence Podcast, with Garth Rowan and Melissa Agnes. I recently had the great honor and privilege of giving a TEDx Talk in the City of LA. The topic of my TEDx talk is “The Secret to Successful Crisis Management in the 21st Century”. In this week’s episode of The Crisis Intelligence Podcast, I did something a little different from what I usually do. My goal was to bring the message of my talk to you, and to share this critical secret with you. In order to do this, my good friend and colleague, Garth Rowan and I decided to switch roles, where Garth interviewed me about my talk. So, by tuning in to this week’s podcast, you’ll hear an audio version of my 18 minute TEDx Talk followed by Garth’s interview, where we discuss the process I took to create and deliver my speech, and what it really means to adapt a proactive mindset into the very culture of your organization, in the name of successful crisis management and preparedness. Delivering this TEDx Talk was both an honor and a challenge and I look forward to sharing the details of my experience with you. Enjoy! Running time: 54:24 Connect with us! Subscribe to The Crisis Intelligence Podcast! Subscribe and leave us a review on iTunes and/or Stitcher Subscribe via email Links mentioned in this podcast Watch Melissa’s TEDx Talk: The Secret to Successful Crisis Management in the 21st Century Book: Power Cues, by Dr. Nick Morgan Book: Talk Like TED, by Carmine Gallo Book: How to Deliver a TED Talk, by Jeremey Donovan Book: The ONE Thing, by Gary Keller and Jay Papasan About Melissa Agnes Learn more about Melissa Agnes Follow Melissa on Twitter: @melissa_agnes Connect with Melissa on LinkedIn Email Melissa directly: melissa@melissaagnes.com Learn more about Agnes + Day, Melissa’s crisis management firm. About guest host, Garth Rowan Learn more about Garth Rowan Connect with him on LinkedIn Email Garth directly: garth@beready.ca Check out Garth’s blog posts on The Crisis Intelligence Blog A big thanks to everyone who helped me in the process of creating this speech, and to Garth Rowan for taking the additional time to interview me on this topic and important message! This post, TCIP #048 - The Secret to Successful Crisis Management with Melissa Agnes, was first published on melissaagnes.com.
	01 Feb 2017	TCIP #059 – The Human Capital Component Of Crisis Management, With Sam Miller	00:49:31
Earlier this week, I published a #crisisready video that discusses the emotional factors that can quickly escalate an incident to crisis-level. Remaining on the topic of emotional impact and the human factors of crisis management and preparedness, I’m excited to be sharing the latest Crisis Intelligence Podcast with you! I recently had the opportunity to have a conversation with Sam Miller, a psychotherapist with a particular expertise in trauma counselling, and a keen understanding of the psychology of business and the workplace. Within this podcast, Sam and I discuss “the human capital component” that should be factored into your crisis preparedness and crisis response. It’s an interesting and enlightening conversation that will give you the initial tools to explore how to make sure you don’t underestimate the emotional effects of a crisis, as well as how to mitigate the psychological risks that can be an impactful part of your organization’s crisis management. This episode of The Crisis Intelligence Podcast discusses: The human and emotional factors that should be incorporated into your crisis preparedness and response. Three steps you should take to implement the human capital component into your crisis preparedness. An important question that should be added to your risk analysis – every time. What it means to “normalize emotions” – and leadership’s role and responsibility in doing so. Running time: 49:30 Subscribe to the Crisis Intelligence Podcast! Subscribe and leave us a review on iTunes and/or Stitcher Subscribe via email Connect with Melissa and Sam About host, Melissa Agnes President and co-founder of Agnes + Day Inc., Melissa Agnes is a crisis management strategist and keynote speaker who helps global brands and governments prevent and manage a wide range of issues and crises. Her client list includes financial organizations, technology companies, healthcare organizations, government agencies, cities and municipalities, energy companies, global non-profits, and many others. Are you #crisisready? Find out at melissaagnes.com Learn more about Melissa Agnes Follow Melissa on Twitter: @melissa_agnes About guest, Sam Miller Samuel A. Miller has over 25 years of experience as a psychotherapist, a particular expertise in trauma counselling, and a keen understanding of the psychology of business and the workplace. Sam works closely with each client to help them identify and understand the psychological component of their enterprise risk, and then to develop plans, protocols and training to help mitigate and manage those risks and recover well should a critical incident or traumatic event occur. You can connect with Sam through his website at sammillerconsulting.com, or by calling him directly at +1 (416) 455-1684. I’d like to extend a big thanks to Sam for taking the time to have this enlightening conversation with me.
	06 Nov 2018	Tips For Building Strong Emotional Connections In A Virtual World	00:53:02
Dr. Nick Morgan, author of Can You Hear Me?(amongst other great books) and founder of Public Words, joins the Invincible Brand Podcast to discuss the impacts that the virtual world have on internal teams and the conscious efforts and actions that leaders can take to mitigate the risks that these impacts present on company morale, team-building, and ultimately the organization’s culture and reputation. About this episode Virtual communication deprives us of the emotional knowledge that helps us understand context. This presents risks to relationships with stakeholders–especially in regards to your internal teams and departments. In this episode, Nick Morgan explores new research that dives deeper into this reality, the challenges it presents to leaders and their teams, and provides strategic insight into how we can mitigate the risks that come along with this reality and build more connected teams and a stronger internal culture. This episode explores: New research and data that demonstrates the emotional impacts, voids, and effects that the virtual world presents. The way in which leadership can use this information to form stronger connections with their teams during conference calls, virtual meetings, email communications, and more. Helpful verbal and nonverbal cues to consciously deliver. Tips for creating trust in a virtual context. Links mentioned in the episode: Pick up a copy of Nick’s new book, Can You Hear Me? How To Connect With People In A Virtual World. Nick’s book that I referenced at the beginning of the podcast, Power Cues Connect with Nick Morgan: Check out the great work Nick and his team do at Public Words Connect with Nick on LinkedIn
	08 Jun 2014	TCIP #001 – Doing Crisis Communications Right with the Mountain View Police Department	00:56:41
Welcome to episode #001 of The Crisis Intelligence Podcast with Captain Chris Hsiung and Shino Tanaka. When I think “crisis intelligence” I immediately think of the Mountain View Police Department in Silicon Valley. What this police department is doing to engage with their community on social media and how they’ve integrated social media as a [...] The post TCIP #001 – Doing Crisis Communications Right with the Mountain View Police Department appeared first on The Crisis Intelligence Podcast.
	15 Jun 2014	TCIP #002 – Strategizing Social Media for Crisis Communications with Isaac Griberg	00:38:18
Welcome to episode #002 of The Crisis Intelligence Podcast with Melissa Agnes and Isaac Griberg of the ICRC. The International Committee of the Red Cross (ICRC) is doing ground-breaking things when it comes to leveraging social media for crisis communications and emergency management. In this episode of The Crisis Intelligence Podcast, I chat with Isaac [...] The post TCIP #002 – Strategizing Social Media for Crisis Communications with Isaac Griberg appeared first on The Crisis Intelligence Podcast.
	22 Jun 2014	TCIP #003 – The Power of Mobile Technology in Crisis Communication with Jim Spicuzza	00:49:31
Welcome to episode #003 of The Crisis Intelligence Podcast with Melissa Agnes and Jim Spicuzza Mobile technology can do wonders for today’s crisis communication. The flexibility, the interactivity and the mobility of it all can save lives, reputations and bottom lines. Within this podcast, Jim Spicuzza, CEO of CrisisGo, and I discuss the power of [...] The post TCIP #003 – The Power of Mobile Technology in Crisis Communication with Jim Spicuzza appeared first on The Crisis Intelligence Podcast.
	29 Jun 2014	TCIP #004 – Simulating Crises for Crisis Preparedness with Rob Burton	00:34:39
Welcome to episode #004 of The Crisis Intelligence Podcast, with Melissa Agnes and Rob Burton. Crisis simulations are the best way to prepare your team for a crisis and to strengthen your existing crisis plan. Within this episode, Rob Burton, managing director of PreparedEx, and I discuss the benefits and fun that comes with putting [...] The post TCIP #004 – Simulating Crises for Crisis Preparedness with Rob Burton appeared first on The Crisis Intelligence Podcast.
	06 Jul 2014	TCIP #005 – Teaching Crisis Communication in Higher Education with Karen Freberg	00:55:21
Welcome to episode #005 of The Crisis Intelligence Podcast, with Melissa Agnes and Karen Freberg. Dr. Karen Freberg is paving the way for professors and students alike. She’s an engaging professor at the University of Louisville, in Kentucky, who teaches and researches on subjects like social media for PR and crisis communication – and she’s [...] The post TCIP #005 – Teaching Crisis Communication in Higher Education with Karen Freberg appeared first on The Crisis Intelligence Podcast.
	13 Jul 2014	TCIP #006 – The Art of the Apology with Patrice Cloutier	00:47:03
Welcome to episode #006 of The Crisis Intelligence Podcast, with Melissa Agnes and Patrice Cloutier A true apology is a very powerful thing. Especially in a crisis. It can literally mean the difference between surviving the crisis with your reputation and bottom line intact, and millions of dollars in loss of annual revenue (or your [...] The post TCIP #006 – The Art of the Apology with Patrice Cloutier appeared first on The Crisis Intelligence Podcast.
	20 Jul 2014	TCIP #007 – Overcoming Legal Challenges in Crisis Communication with Sara Hawkins	01:01:16
Welcome to episode #007 of The Crisis Intelligence Podcast, with Melissa Agnes and Sara Hawkins Sara Hawkins is a savvy attorney dedicated to helping the “little guys out there”. Her policy is to never say “no”, but to help her clients find the right strategies and solutions to their problems. Sara is one of those [...] The post TCIP #007 – Overcoming Legal Challenges in Crisis Communication with Sara Hawkins appeared first on The Crisis Intelligence Podcast.
	27 Jul 2014	TCIP #008 – The Power of Story Telling in Crisis Communications with Greg Power	00:53:49
Welcome to episode #008 of The Crisis Intelligence Podcast, with Melissa Agnes and Greg Power In this age of social media and continual distractions, story telling is an art form that can help you be heard – and remembered – through the noise. In fact, story telling should be a part of every organization’s corporate [...] The post TCIP #008 – The Power of Story Telling in Crisis Communications with Greg Power appeared first on The Crisis Intelligence Podcast.
	03 Aug 2014	TCIP #009 – Emergency Evacuation and Re-Entry Planning with Mike McKenna	00:49:53
Welcome to episode #009 of The Crisis Intelligence Podcast, with Melissa Agnes and Mike McKenna When it comes to emergency evacuation planning, what risks need to be identified and what should you actually plan for? Should every organization, even those with less catastrophic risk, include an evacuation and re-entry plan within their crisis management plan? [...] The post TCIP #009 – Emergency Evacuation and Re-Entry Planning with Mike McKenna appeared first on The Crisis Intelligence Podcast.
	10 Aug 2014	TCIP #010 – Going From the Classroom to the Field with Tegan Ford	00:42:22
Welcome to episode #010 of The Crisis Intelligence Podcast, with Melissa Agnes and Tegan Ford We recently heard from Professor Karen Freberg about the challenges of teaching crisis communication and designing a course that is both theoretical and practical. This week, join me as I speak with Tegan Ford, a recent graduate who now has [...] The post TCIP #010 – Going From the Classroom to the Field with Tegan Ford appeared first on The Crisis Intelligence Podcast.
	17 Aug 2014	TCIP #011 – Discussing The #Ferguson Crisis with Tim Burrows	00:50:24
Welcome to episode #011 of The Crisis Intelligence Podcast, with Melissa Agnes and Tim Burrows What’s been going on in Ferguson this week is remarkable – and not in a good way. The lack of communication on behalf of the Ferguson Police Department and the St-Louis County Police Department has lead to a disastrous crisis [...] The post TCIP #011 – Discussing The #Ferguson Crisis with Tim Burrows appeared first on The Crisis Intelligence Podcast.
	05 Oct 2014	TCIP #018 – The Truth About Transparency With Jean-Michel Ghoussoub	00:35:58
Welcome to episode #018 of The Crisis Intelligence Podcast, with Melissa Agnes and Jean-Michel Ghoussoub Everybody’s always talking about transparency. We always hear things like: You need to be transparent in the way you communicate with your stakeholders, both internal and external – both in and out of a crisis. And though this statement is [...] The post TCIP #018 – The Truth About Transparency With Jean-Michel Ghoussoub appeared first on The Crisis Intelligence Podcast.
	24 Aug 2014	TCIP #012 – The Leader’s Role in Crisis Management with Jane Jordan-Meier	01:02:46
Welcome to episode #012 of The Crisis Intelligence Podcast, with Melissa Agnes and Jane Jordan-Meier Jane Jordan-Meier opens this discussion with a strong statement: “A leader emerges in a crisis.” But how can you plan for a successful emergence, rather than an unsuccessful one? What are the challenges of choosing a leader or spokesperson in [...] The post TCIP #012 – The Leader’s Role in Crisis Management with Jane Jordan-Meier appeared first on The Crisis Intelligence Podcast.
	31 Aug 2014	TCIP #013 – Spin Sucks with Gini Dietrich	00:55:41
Welcome to episode #013 of The Crisis Intelligence Podcast, with Melissa Agnes and Gini Dietrich Gini Dietrich is a passionate communications professional who has just launched a new book called “Spin Sucks: Communication and Reputation Management in the Digital Age”. Spin does suck and I had a blast discussing this and how to best manage [...] The post TCIP #013 – Spin Sucks with Gini Dietrich appeared first on The Crisis Intelligence Podcast.
	07 Sep 2014	TCIP #014 – Toronto Police Service, Their Customer Service and Crisis Preparedness with Chris Boddy	00:46:11
Welcome to episode #014 of The Crisis Intelligence Podcast, with Melissa Agnes and Chris Boddy Like many others, the Toronto Police Service is looking for opportunities to build efficiency and effectiveness within their agency. As a result of this, they’re doing some interesting things. For starters, they’ve developed a Strategy Management Unit with a strong [...] The post TCIP #014 – Toronto Police Service, Their Customer Service and Crisis Preparedness with Chris Boddy appeared first on The Crisis Intelligence Podcast.
	14 Sep 2014	TCIP #015 – Social Media Monitoring in a Crisis with Chris Syme	01:08:01
Welcome to episode #015 of The Crisis Intelligence Podcast, with Melissa Agnes and Chris Syme The fact is that monitoring social media and the search engines needs to be a part of your corporate culture. It needs to be second nature and integrated into your daily (and nightly) activity. But what differs between everyday monitoring [...] The post TCIP #015 – Social Media Monitoring in a Crisis with Chris Syme appeared first on The Crisis Intelligence Podcast.
	21 Sep 2014	TCIP #016 – Malaysia Airlines Crisis Management with Jonathan Hemus	00:56:25
Welcome to episode #016 of The Crisis Intelligence Podcast, with Melissa Agnes and Jonathan Hemus Malaysia Airlines has suffered through two devastating and traumatic crises this year. The first was flight MH370 that disappeared without a trace while flying from Kuala Lumpur to Beijing. The second, flight MH17, was shot down by a missile while [...] The post TCIP #016 – Malaysia Airlines Crisis Management with Jonathan Hemus appeared first on The Crisis Intelligence Podcast.
	28 Sep 2014	TCIP #017 – Exploring Garden Grove Fire Department’s Social Media and Electronic Communication in Crisis with Thanh Nguyen	00:45:29
Welcome to episode #017 of The Crisis Intelligence Podcast, with Melissa Agnes and Thanh Nguyen My favorite people are those self-educators who soak in knowledge and learn from anything and anyone they can, and that’s one of the things I really like about Thanh Nguyen, Fire Captain with the Garden Grove Fire Department in California. [...] The post TCIP #017 – Exploring Garden Grove Fire Department’s Social Media and Electronic Communication in Crisis with Thanh Nguyen appeared first on The Crisis Intelligence Podcast.
	12 Oct 2014	TCIP #019 – Emergency Management as a Field Rather Than a Profession With Dr. Thomas D. Phelan	00:55:14
Welcome to episode #019 of The Crisis Intelligence Podcast, with Melissa Agnes and Dr. Thomas D. Phelan Should emergency management be defined as a field or a profession? This is an age-old question, and one that Dr. Thomas D. Phelan and I discuss in this week’s episode of The Crisis Intelligence Podcast. While discussing this [...] The post TCIP #019 – Emergency Management as a Field Rather Than a Profession With Dr. Thomas D. Phelan appeared first on The Crisis Intelligence Podcast.
	19 Oct 2014	TCIP #020 – Managing The Ebola Crisis With Bill Boyd	01:01:03
Welcome to episode #020 of The Crisis Intelligence Podcast, with Melissa Agnes and Bill Boyd As the Ebola crisis continues to make waves in the United States and around the world, the CDC, government, hospitals and countless others are being looked to to lead the public through this epidemic. With this responsibility comes the need [...] The post TCIP #020 – Managing The Ebola Crisis With Bill Boyd appeared first on The Crisis Intelligence Podcast.
	26 Oct 2014	TCIP #021 – 30 Lessons In 30 Years of Crisis Management With Jonathan Bernstein (Part 1)	01:20:16
Welcome to episode #021 of The Crisis Intelligence Podcast, with Melissa Agnes and Jonathan Bernstein A veteran of any profession has a world of experience that others can learn and benefit from. Jonathan Bernstein is a veteran crisis management professional with 30 years of experience and first-hand lessons behind him. Within this episode of The [...] The post TCIP #021 – 30 Lessons In 30 Years of Crisis Management With Jonathan Bernstein (Part 1) appeared first on The Crisis Intelligence Podcast.
	02 Nov 2014	TCIP #022 – 30 Lessons In 30 Years of Crisis Management With Jonathan Bernstein (Part 2)	00:50:11
Welcome to episode #022 of The Crisis Intelligence Podcast, with Melissa Agnes and Jonathan Bernstein On this week’s episode of The Crisis Intelligence Podcast, I continue my conversation with Jonathan Bernstein about the 30 most important lessons he’s learned in the last 30 years as a crisis management professional. We pick up where we left [...] The post TCIP #022 – 30 Lessons In 30 Years of Crisis Management With Jonathan Bernstein (Part 2) appeared first on The Crisis Intelligence Podcast.
	09 Nov 2014	TCIP #023 – Managing Reputational Risk with David Van	00:42:51
Welcome to episode #023 of The Crisis Intelligence Podcast, with Melissa Agnes and David Van It takes years and continual effort to build a strong reputation, and sadly, it can take mere minutes to destroy it. Social media and the online world have heightened the reputational risk that lingers and threatens today’s organizations. On the [...] The post TCIP #023 – Managing Reputational Risk with David Van appeared first on The Crisis Intelligence Podcast.
	16 Nov 2014	TCIP #024 – The Illinois Model with Louis Hayes	01:03:37
Welcome to episode #024 of The Crisis Intelligence Podcast, with Melissa Agnes and Louis Hayes Louis Hayes is a police officer in the Metropolitan Chicago area. He’s also responsible for developing The Illinois Model, which is a systematic way of looking at police operations based on solving problems. The Illinois Model takes the common threads [...] The post TCIP #024 – The Illinois Model with Louis Hayes appeared first on The Crisis Intelligence Podcast.
	23 Nov 2014	TCIP #025 – Canada’s Anti-Spam Legislation (CASL) with Maanit Zemel	00:59:56
Welcome to episode #025 of The Crisis Intelligence Podcast, with Melissa Agnes and Maanit Zemel Canada’s Anti-Spam Legislation (CASL) is a Federal legislative regime that came into force in Canada on July 1, 2014. This new anti-spam legislation applies to every person and organization communicating electronically to Canadians. This means that whether your organization is [...] The post TCIP #025 – Canada’s Anti-Spam Legislation (CASL) with Maanit Zemel appeared first on The Crisis Intelligence Podcast.
	30 Nov 2014	TCIP #026 – The Accidental PIO with Tom Iovino	01:15:12
Welcome to episode #026 of The Crisis Intelligence Podcast, with Melissa Agnes and Tom Iovino. “People have to know you care before they care about what you have to say.” – Tom Iovino Public information officers and crisis communicators have critically important responsibilities in difficult times. They have (or should have) excellent communication skills, strategic [...] The post TCIP #026 – The Accidental PIO with Tom Iovino appeared first on The Crisis Intelligence Podcast.
	07 Dec 2014	TCIP #027 – Successful Issue Management with Tony Jaques	00:57:13
Welcome to episode #027 of The Crisis Intelligence Podcast, with Melissa Agnes and Tony Jaques. A question I get asked often is, “what is the difference between an issue and a crisis?” It’s a common question and rightfully so as it’s an important one. Defining the difference between these two types of negative situations needs [...] The post TCIP #027 – Successful Issue Management with Tony Jaques appeared first on The Crisis Intelligence Podcast.
	14 Dec 2014	TCIP #028 – Cross-Cultural Communication in Crisis with Brigitte Stock	01:03:04
Welcome to episode #028 of The Crisis Intelligence Podcast, with Melissa Agnes and Brigitte Stock. Countless crises cross borders. When this happens, the task of successfully managing the crisis becomes even more of a challenge. Amongst other things, successfully managing a global crisis means understanding the impact that different cultures have on your crisis communication [...] The post TCIP #028 – Cross-Cultural Communication in Crisis with Brigitte Stock appeared first on The Crisis Intelligence Podcast.
	21 Dec 2014	TCIP #029 – Managing the Law Enforcement Crisis Post Ferguson and New York with Captain Chris Hsiung, Tim Burrows and Louis Hayes	01:04:37
Welcome to episode #029 of The Crisis Intelligence Podcast, with Melissa Agnes, Captain Chris Hsiung, Tim Burrows and Louis Hayes. Law enforcement, as an industry in the United States in particular, is in the midst of a major crisis. Between what happened in Ferguson, New York, Phoenix, Cleveland, California… this crisis continues to spiral out [...] The post TCIP #029 – Managing the Law Enforcement Crisis Post Ferguson and New York with Captain Chris Hsiung, Tim Burrows and Louis Hayes appeared first on The Crisis Intelligence Podcast.
	28 Dec 2014	TCIP #030 – Cyber Investigation When The Hi-Tech World Turns Ugly with Chris Anderson and Bruce Anderson	00:53:44
Welcome to episode #030 of The Crisis Intelligence Podcast, with Melissa Agnes, Chris Anderson and Bruce Anderson. As hi-tech enters every phase of our corporate, professional, and private lives, people and organizations are exposed to problems caused by technology in the hands of others intent on causing harm. For the first time in history, we [...] The post TCIP #030 – Cyber Investigation When The Hi-Tech World Turns Ugly with Chris Anderson and Bruce Anderson appeared first on The Crisis Intelligence Podcast.
	04 Jan 2015	TCIP #031 – Dealing with Internet Defamation and False Online Reviews with Whitney C. Gibson	00:57:24
Welcome to episode #031 of The Crisis Intelligence Podcast, with Melissa Agnes and Whitney C. Gibson. Dealing with and removing internet defamation and other damaging content from the internet is a big challenge for countless professionals and organizations these days. In this episode of The Crisis Intelligence Podcast, Whitney C. Gibson, an attorney who specializes [...] The post TCIP #031 – Dealing with Internet Defamation and False Online Reviews with Whitney C. Gibson appeared first on The Crisis Intelligence Podcast.

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