Komen every minute • Komen’s Facebook page saw a 288 percent increase in negative posts with a 99 percent decrease in “likes” per comment TWITTER • Anti-Komen to pro-Komen tweets numbered 80 to 1 • Twitter mentions focused on Komen at a rate of 2 to 1 ( • Komen saw a 32,731% increase in Twitter mentions the week after the story broke, averaging 457,301 per day, up from 1,399 in a typical day" (http://cssc.uscannenberg.org/cases/v2/v2art4/)
G. Komen Began at height of crisis • It took Susan G. Komen 7 days before they admitted mistakes in the handling of the situation. (http://www.slideshare.net/pedsync/susan-g-komen-social-media-backlash-pr-disaster-recovery)
openness while acknowledging risk • Collaborate and coordinate with credible sources • Meet the needs of the media and remain accessible • Communicate with compassion, concern and empathy • Accept uncertainty and ambiguity http://www.cision.com/us/2015/06/6-social-media-musts-for-crisis-communication/
the occurrence • Photos or videos, if available • How the organization found out • Who was alerted, when, and how • Specific actions taken in response • Real or potential effects • Steps taken to prevent future occurrence • Contact information for real people at your company (http://www.convinceandconvert.com/social-media-strategy/dont-be-scared-be-prepared-how- to-manage-a-social-media-crisis/)
to connect • Inspire Trust • Keep your messages simple • Use humor • Embrace a sense of urgency • One share is the beginning • Email is your best engine