Crisis Management 3.0: Between robots and big data, what’s left for humans?

I like to spread the idea that robots will soon be able to manage corporate crises thanks to big data, metadata, IT improvement such as blockchain and artificial intelligence, and especially to deep learning. It always blows public relations professionals and managers away! But the fundamental question persists: What will remain for humans in crisis management when robots take over?

Understanding crisis management differently
This Tuesday May 15, I will be speaking on the crisis management new challenges before the Montreal Chamber of Commerce (CCMM). This is a unique opportunity for SME executives and public relations managers to understand the implications of IT improvement in business communication and discover new tools for crisis management.

The crises 3.0 appeared chronologically after the crises 1.0 and 2.0. The evolution model of crisis management that I will be proposing for the first time before the CCMM, generally follows the marketing evolution model and the WWW one. My model is strategically adapted to the distinct environment of crisis management and halfway between practice and applied research.

gestion de crise

What is Crisis Management 3.0?

Companies are operating into a high-speed era as the rapid spread of information, rumours, and fake news on social networks increases the risk of major organizational crises. To face this new reality, business managers must now adopt new tactics of crisis management, new IT tools, and adapt very quickly to any eventuality to protect the reputation of their organization. Big data and artificial intelligence turn out to be valuable allies.

For example, in a recent PwC/Harvard study, 65% of CEOs admitted to having experienced a crisis in the last three years and 73% said they thought their company would face at least one crisis in the next three years . These figures reflect the uncertainty climate experienced by business leaders in recent years. Add to this climate of uncertainty a lack of knowledge about recent technological changes so that managers face a great deal of stress. According to a recent study in Reputation Today and Forbes, public relations and crisis management would be the sixth most stressful job after being a police officer, pilot, firefighter, and military.

Have you missed Crisis Management 1.0 and 2.0?
No, you haven’t missed anything! In fact, you may have experienced crisis management 1.0 and 2.0 without naming the concepts. Crisis management 3.0 is an update of version 2.0 (based on web 2.0, which is associated to social networks and participative internet) and 1.0 (behaviour oriented, where the manager practices in empathy, transparency and emotional intelligence). This model is adapted to technological changes and other aspects related to business operations. While focusing on the crisis manager and his/her team, it integrates big data and AI. It also focuses on listening to all decisive factors such as societal and environmental values, stakeholders and the exchange between these factors and organisations.

Do the new tools help lower the managers’ stress?
More than ever, managers are facing an increasingly fast-paced way of professional life, where technological tools confine them to 24/7 availability where work comes first. Studies confirm, managers and PR managers have never been so stressed on an ongoing basis. The answer is yes, the new tools help reduce managers’ stress during corporate crises.

Why SME managers should be interested in crises 3.0
We often hear the inaccurate statement: “Big data is for big international companies and it only affects social networks”. Big data, metadata, artificial intelligence and deep learning concern many business units, if not the whole organisation, especially business communication and marketing. Crisis management 3.0 includes an important crisis preparation component and this stage is also very useful to the business communication strategy. Although the jump is sometimes considered expensive in time and money, the return on investment is easily demonstrable.

Next step for you
You want to understand what is crisis management 3.0 and its implications for your organizational strategy. You would like to speak with a crisis management specialist about technological changes. You want to know more about crisis 3.0 readiness. Come to the Montreal Chamber conference this Tuesday or send me a message.


CS&A International accueille deux nouveaux associés au Canada


Montréal, Québec – 20 octobre 2017

CS&A International accueille
deux nouveaux associés au Canada

Stéphane Prud’homme devient responsable de CS&A au Québec

CS&A International (« CS&A ») annonce que monsieur Carl Mavromichalis (Toronto) et monsieur Stéphane Prud’homme (Montréal), directeur de Réputation & cie, se joignent à son équipe à titre d’associés au Canada. Depuis 1991, CS&A opère ses activités à l’échelle internationale dans le domaine de la gestion des risques, des crises et de la continuité des affaires. CS&A a travaillé avec succès avec des entreprises canadiennes sans toutefois avoir d’associés établis au Canada. Avec deux associés expérimentés basés à Montréal et à Toronto, CS&A sera en mesure de grandement développer le marché canadien en français et en anglais pour ainsi offrir des services professionnels de pointe aux entreprises canadiennes.

« Je souhaite la bienvenue à messieurs Mavromichalis et Prud’homme au sein de notre équipe mondiale. Ils sont des atouts pour CS&A pour développer le marché canadien », a déclaré madame Caroline Sapriel, associée directrice de CS&A International. « Avec ces deux professionnels chevronnés qui collaborent avec nous au Canada, CS&A est maintenant en mesure de contribuer au succès et à la bonne gestion des entreprises canadiennes en termes de gestion des risques, des crises et de la continuité des affaires ».

À propos de Stéphane Prud’homme
Stéphane Prud’homme a plus de 20 ans d’expérience au Canada, en Chine et en Asie du Sud-Est, tant avec de grandes entreprises canadiennes qu’avec des agences internationales dans les domaines de la gestion des crises et des communications d’urgence, de la gestion de réputation et de la crédibilité. Il opère maintenant l’entreprise Réputation et cie depuis Montréal. Monsieur Prud’homme est titulaire d’une maîtrise en communication organisationnelle avec un mémoire sur la crédibilité des porte-parole en situation de crise. Il est également titulaire d’un MBA de la distinguée université américaine Rutgers, obtenu en Chine. Maintenant basé à Montréal après neuf ans en Asie, il est doctorant et il travaille sur une recherche sur la crédibilité et la réputation des entrepreneurs et des PDG. Il est possible de visiter sa page LinkedIn à et son site internet à

À propos de CS&A International
Créée en 1991, CS&A International est un pionnier et un leader reconnu dans le domaine de la gestion des risques, des crises et de la continuité des affaires. CS&A dessert des clients locaux et multinationaux dans tous les secteurs d’activité à l’échelle mondiale à partir d’endroits géographiques clés en Europe, en Asie et en Amérique du Nord.

English version of the press release:

Pour plus d’information :

Stéphane Prud’homme
C : 514 756-9044  |

Caroline Sapriel
Associée directrice, CS&A International
+32 486 51 05 26

Reporters, do your homework when you talk about credibility

We are not talking about credibility here, but trustworthiness…

Credibility is about messages (Do I believe what Trump just said. Is Trump credible to me), trustworthiness is about actions (Do I trust Trump’s to do what he promised to do).

Misunderstanding of important constructs. Reporters, please do your homework.

Listen to the conversation between two CNN reporters: