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Managing Global Crisis Communication Like A Pro

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Editor's Note: The terrorist attacks on Paris came one month after we held this event in Houston. We send out our condolences to the Consulate General of France in Houston Sujiro Seam, his staff and the people of France. We have included a few of the tweets that the consulate and Sujiro have made to address the tragedy in this article.

Houston has the third-largest consular corps in the nation after New York and Los Angeles with 94 consulates. Social media is an important global crisis communication vehicle for consulates with both their own citizens as well as the citizens of the countries in which they serve. They are a critical source of information on the economy, society, culture and tourism of the countries they represent. They are often a vital source of information in a natural disaster or geopolitical crisis too.

Managing Global Social Media

The Consulate General of France and the Digital Diplomacy Officer for Israel’s Ministry of Foreign Affairs at the Consulate General of Israel share how they prepare for and handle global crisis communication through their social media channels. Like a satellite office for a corporate brand, consulates serve as the eyes and ears on the ground for their headquarters.

How To Manage Global Crisis Communication Like A Pro

Language –

Post in both languages when media allows and incorporate other languages as necessary. For example, if posting in Texas where there are a lot of Spanish-speaking people make sure you are incorporating language into social strategies.

Challenges & Social Media –

Create both personal and official channels to provide more points of connection. For both the Israeli and French embassies they run both personal and organizational accounts, with different messages appropriate for each channel. Ask questions like: “Who am I speaking to and what is the best channel to reach them?” Always exercise caution in what you choose to say and keep a high level of quality to what you do.

Global Crisis Communication –

Develop and test a crisis communication plan. Make sure each staff member has a distinct role. Know the rules of the game (social media & country) and play by the rules. Exercise good judgment and have a fair amount of autonomy within posting & representing the country.

Coordinating Messages –

Get buy in from the leaders of your organization in all locations to make sure you are all on the same page. Share each other's content if you have more than one voice.

Handling International Incidents –

When disaster hits, social media is a great way to communicate.  Often times, it is the only way to communicate due to phone lines being down, etc. Have a plan in place to keep people updated during incidents and crisis. The Consulate of Israel uses social media to update local Israelis when there is an incident overseas.

We have included the video of the entire event below where Sujiro and Karen talk about the importance of managing global social media.

About Sujiro Seam

Sujiro Seam was appointed Consul General of France in Houston in 2013. Prior to this appointment he served as Principal Deputy Assistant Secretary for Global Public Goods and then for Development and Global Public Goods. He led in the preparation of the Ministerial Conference of the 6th World Water Forum in Marseille in 2012 and led the French Delegation to the Development Working Group of the G20. He also chaired the meetings on food security under the French Presidency of the G8/G20 in 2011. Sujiro Seam joined the Ministry of Foreign Affairs in 1998 as a member of the legal directorate, representing the French Government before the European court of justice and providing legal advice on European and international economic law.

Follow Sujiro Seam

Consulate General of France in Houston: http://www.consulfrance-houston.org/spip.php?rubrique2
Facebook: https://www.facebook.com/frenchconsulateinhouston
Twitter: https://twitter.com/franceintexas
Instagram: https://instagram.com/frenchconsulatehouston
Sujiro Seam Twitter: https://twitter.com/sujiseam

About Karen Naumann

Karen Naumann, APR, serves as Communication and Digital Diplomacy Officer for Israel’s Ministry of Foreign Affairs at the Consulate General of Israel to the Southwest United States. She brings nearly 25 years of communication expertise to the Consulate.

She is an award-winning communications professional accredited in public relations. She serves PRSA Houston as a National Assembly Delegate and on the Board of Directors. She has been a member of PRSA Houston for 17 years. Prior to joining the Consulate, she co-owned a public relations and public affairs firm in Houston.

The New Orleans native has a master’s degree in Communication from the University of Houston and a bachelor’s degree from the Louisiana State University in Mass Communication and Political Science.

Follow Karen Naumann

Consulate General of Israel: http://embassies.gov.il/houston/Pages/Home.aspx
Consulate on Twitter: https://twitter.com/IsraelSW
Karen Naumann Twitter: https://twitter.com/karenblanchard
Facebook: https://www.facebook.com/IsraelinHouston
Instagram: https://instagram.com/israelinhouston

List of Consulates in Houston
http://www.ccohouston.org/home.aspx

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