Crisis Management in Social Media

An overview of how brand communications are changing and new trends in crisis management with social media. Presented @ Social Brand Forum 2012.

TJ Stein | tj@mediatemple.net | @tj_stein

Transcript

1. Crisis Management in Social Media T T Saturday, October 20, 12
2. Crisis Management in Social Media T T Saturday, October 20, 12
3. U U TJ Stein a talk by Social Brand Forum 2012 Saturday, October 20, 12
4. I work at (mt) Media Temple 6 6 Saturday, October 20, 12
5. I can be emailed at tj@mediatemple.net 6 6 Saturday, October 20, 12
6. I am on Twitter at @tj_stein 6 6 Saturday, October 20, 12
7. Crisis Management in Social Media T T Saturday, October 20, 12
8. Brand communications are changing Saturday, October 20, 12
9. ““A brand is no longer what we tell the customer it is. It is what the consumers tell each other it is.” Scott Cook, founder of Intuit Saturday, October 20, 12
10. Will Social Media Break Your Company? Saturday, October 20, 12
11. Saturday, October 20, 12
12. "No customer is statistically insigni cant." Dave Carroll T T Saturday, October 20, 12
13. e new direction of Crisis Management T T Saturday, October 20, 12
14. 6 6 e age of immediacy. Saturday, October 20, 12
15. Saturday, October 20, 12
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17. Saturday, October 20, 12
18. 6 6 Clear is the best color. Saturday, October 20, 12
19. Saturday, October 20, 12
20. e Internet Privacy 6 A helpful Venn diagram Saturday, October 20, 12
21. 6 6 Embrace the dialogue. Saturday, October 20, 12
22. Saturday, October 20, 12
23. 6 6 Reputations are built or broken in search. Saturday, October 20, 12
24. Saturday, October 20, 12
25. 6 6 Everyone is an in uencer. Saturday, October 20, 12
26. Saturday, October 20, 12
27. Preparing for a crisis T T Saturday, October 20, 12
28. Guided by values T T Saturday, October 20, 12
29. Saturday, October 20, 12
30. Listen. Monitor. Track. T T Saturday, October 20, 12
31. 6 6 Incident #1978 Saturday, October 20, 12
32. Saturday, October 20, 12
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35. Saturday, October 20, 12
36. Saturday, October 20, 12
37. Be ready to admit fault. T T Saturday, October 20, 12
38. Saturday, October 20, 12
39. Build an army. T T Saturday, October 20, 12
40. “Bravo to the @mediatemple crew for their swift action with a Plesk vulnerability on the (dv) 4.0 accounts.” Saturday, October 20, 12
41. “I'm happy that @mediatemple is that proactive. ey xed a security risk that many who host elsewhere still have..” Saturday, October 20, 12
42. Empower the stakeholders. T T Saturday, October 20, 12
43. Don’t feed the trolls. T T Saturday, October 20, 12
44. Create consistent messaging. T T Saturday, October 20, 12
45. Saturday, October 20, 12
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48. Saturday, October 20, 12
49. Share positive feedback. T T Saturday, October 20, 12
50. Complete a postmortem. T T Saturday, October 20, 12
51. Q & A T T Saturday, October 20, 12
52. Saturday, October 20, 12