Social With Impact: Crisis Management In Social Media

How to manage a variety of crises via social media by being prepared and responding properly. Reviews best practices as well as gives examples from brands and organizations who do crisis response well.

Transcript

1. Social With Impact (Crisis Management in Social Media) Kat Hasenauer Cornetta North by North Shore, June 18, 2013 Tuesday, June 18, 13
2. Types of Crises: Internal Tuesday, June 18, 13
3. Types of Crises: External Tuesday, June 18, 13
4. Preparation Tuesday, June 18, 13
5. Preparation Tuesday, June 18, 13
6. Preparation Tuesday, June 18, 13
7. Preparation List internal and external crises. Think about how each may impact your business, and what type of information you would need to convey to stakeholders if that crises were to happen. Tuesday, June 18, 13
8. Prepare your front line Tuesday, June 18, 13
9. Define social guidelines Create a social media policy for offices, departments and employees, no matter how simple. Decide what content - or lack of content - could help cover you later. Tuesday, June 18, 13
10. Look critically at content Tuesday, June 18, 13
11. Establish trust early Make sure your overall social strategy helps establish your trust. Tuesday, June 18, 13
12. Scheduling posts Tuesday, June 18, 13
13. Staffing Define a social spokesperson. Find a social editor, even if you’re a one person shop. Tuesday, June 18, 13
14. Crisis Response Tuesday, June 18, 13
15. Determinations Acknowledge the crisis. Tuesday, June 18, 13
16. Decide what you will share. Especially if some legal ramifications exists regarding going into detail. Define your chosen news source. In an external crisis, you may want to stick with one source that you trust if you are retweeting or sharing public safety information. Determinations Tuesday, June 18, 13
17. Where should you reference? Tuesday, June 18, 13
18. Be committed We now live in a world where a significant amount of our population will be looking to social media for crucial updates. Stay committed to updating social, as well as any other web properties that you may be linking to. Tuesday, June 18, 13
19. Be appropriate Scribble and throw if you need. Emotions run high - acknowledge close to the level that the initial reply is at. Realize what is important and what isn’t. Tuesday, June 18, 13
20. Pass the baton Tuesday, June 18, 13
21. Be appropriate Tuesday, June 18, 13
22. Be appropriate Tuesday, June 18, 13
23. Be appropriate Tuesday, June 18, 13
24. Reflect and process Sometimes silence is appropriate. Signal your audience to reflect if you need to. Tuesday, June 18, 13
25. Difficult, but worth it Tuesday, June 18, 13
26. For more Additional material as well as a PDF of the worksheet available at: http://bit.ly/ SMCrisisKat Tuesday, June 18, 13