The importance of crisis communication & digital communication for central banks

23-24 September, 14:00-18:00 BST/09:00-13:00 EDT
Virtual
2 days

Agenda
Learning objectives
Contact us

Hosted by speakers from Bank of England and European Central Bank (ECB)

In an increasingly digital and fast-moving information environment, central bank communications play a critical role in shaping market expectations, informing the public, and maintaining institutional credibility. During periods of uncertainty and crisis, the clarity, structure, and accessibility of online communications can directly influence how policy decisions are interpreted by markets, media, and the public.

This training programme equips participants with the practical tools and knowledge to design and deliver effective digital communications, particularly in high-pressure scenarios. On Day 1, It will look at how regulators can manage their communication strategy both internally and externally during a crisis and uncertainty. On Day 2, it will focus on the importance of digital communication across social media platforms that enhance audience engagement and public trust. It would showcase how the European Central Bank (ECB) and Bank of England are levering digital platforms to engage audiences and maintain trust, transparency and financial stability within the system. Through examples, case-studies and interactive exercises, participants will strengthen their ability to communicate complex policy with confidence, while reinforcing trust and transparency in their institution’s digital presence.

Download brochure

Tutors

Paul Gordon

European Central Bank (ECB)

Head of newsroom

Cony Lotze

European Central Bank (ECB)

Deputy director general of communications

Since 2014, Conny Lotze has served as Deputy Director General of Communications at the ECB, overseeing strategic communications for ECB Banking Supervision.

Previously she was Chief of Media Relations at the International Monetary Fund where she had worked in various communications functions since 1999. Before joining the IMF, Conny had been bureau chief, correspondent and assistant editor covering economic, financial and political news for various news agencies and publications worldwide in Washington DC, Bonn and Zurich.

Steven Gutierrez

Bank of England

Social media lead

Social media lead, focused on content strategy at the Bank of England. Steven had a background working in large complex institutions where the performance and accuracy of social media is demanded and highly scrutinised. He is passionate about digital media and led teams at highly visible institutions where social media have been key to public communications.

Efetive Eguko

Bank of England

Head of campaigns

Efetive Eguko is the Campaigns Lead at the Bank of England. Prior to this role, Efe dedicated the past decade to spearheading public-facing marketing campaigns for the UK government. Efe has extensive experience advising government agencies and leadership teams of global brands. His expertise encompasses a wide range of areas, including low-cost and paid marketing, crisis communications, event management, media relations, corporate communications, stakeholder engagement, partnerships, and brand management. Efe holds an M.Sc in Marketing Communications from London South Bank University.

Sakari Suoninen

European Central Bank (ECB)

Head of digital content

Sakari has worked for the ECB for the past 12 years, first as the head of the media monitoring team and currently as the team lead for the digital content team. Before moving to central banking, he was a financial journalist for Reuters in his native Finland and in Germany.

Kristina Meier

European Central Bank (ECB)

Strategic communications expert

Elaine Hood

European Central Bank (ECB)

Team lead, internal communications

Hannah Roodt

European Central Bank (ECB)

Digital communication specialist

Hannah is a Digital Communications specialist and co-chairs the ECB’s Content Creator Task Force. She has been at the ECB for five years with a focus on reaching younger audiences and women through podcasts, creator collaborations, and social media campaigns.

Agenda

Day 1 – Crisis Communication: Overview, Best Practices and Practical Case-study

2:00 pm – 3:15 pm UK time: Crisis Communications Frameworks for Central Banks

Introductions and setting objectives of the program
Reviewing a recent example of an external crisis scenario: escalations, responses and mitigations
Overview of the crisis communication structure at the ECB and how the central bank prepares for risk and uncertainty
Discussing the internal crisis communication playbook - understanding how internal central banking communication works and how it should be managed during a crisis. What structures, protocol and guidelines are followed at the ECB

3:15 pm – 3:30 pm UK time: Short break

3:30 pm – 4:30 pm UK time: Crisis communication in banking supervision

4:30 pm – 4:45 pm UK time: Short break

4:45 pm – 6:00 pm UK time: Group activity and key takeaways from Day 1

Group discussion and working group activity on a case study with a crisis communication scenario
Wrap up for day 1 and discussing key takeaways

Day 2 – Digital Content and Communications

2:00 pm – 3:15 pm UK time: The new age of social media and why it matters

Using social media to drive engagement and communicate policy, guidance and outreach effectively
Discussing the ECB’s digital strategy as an example of using varied content types and formats to reach different audiences
Platform‑specific approaches: Instagram, LinkedIn, YouTube, amongst others. How target audiences differ along with different content formats and best practices.
Leveraging content creators to reach and engage with new audiences
Working with creators and the impact of our initiatives

3:15 pm – 3:30 pm UK time: Short break

3:30 pm – 4:30 pm UK time: Using continuous monitoring and evaluation to sharpen communications strategy

Measuring impact: key engagement metrics and indicators, monitoring and evaluation analytics to refine messaging and improve outreach across the social digital platforms
Discussing the approaches to measurement, monitoring and evaluation: key KPIs, quantitative and qualitative methods and sentiment analysis.
Closing the loop: How insights and findings from communications and audience engagement metrics can be used to adjust high-level strategy and operational planning and effectiveness

4:30 pm – 4:45 pm UK time: Short break

4:45 pm – 6:00 pm UK time: Digital communication is important now more than ever

Discussing Bank of England’s campaigns strategy to reach underrepresented audiences. Including young people and engagement across the UK
Overview of recent campaigns and their successes (including the role of Money Matters podcast, gamification, microlearning)
Discussing Bank of England’s approach to social media including distinguishing the role and target audience of each platform
Optimising organic content to reach more people through repetition and variety
Social media strategies for the 2027 – making every post count, optimising for sharing to messaging (DMs and groups), renewed focus on the ‘right’ KPIs

Learning objectives

By the end of the course, participants will gain an understanding of the strategic role of digital communication and its particular role in crisis.
Participants will be able to understand the importance of a crisis communication playbook/framework which includes the role of escalation matrixes, governance and approval flows, decision timelines and pre-written message templates.
The role of an effective crisis landing page that reduces ambiguity and is appropriate for volatile market conditions.
Understand the importance of post-incident review including timeline of actions, stakeholder communications, sentiment and engagement KPIs, lessons learned, and a prioritised action plan for improvements.