Online Communication V               Online Reputation Management, Crisis Management,                         Risk Managem...
Content   Online Crisis Management   Online Risk Management   Social CRM                                             2Onli...
Online Crisis                           Management                                           3Online Communication Lesson 5
Online Crisis Management Plan- Prepare Crisis Management Plan       -   Team       -   Meeting area       -   Strength & r...
Online Crisis Management Risks-    Speed-    Definition (Clarification)-    Complexity-    Decision (Channel or message se...
Online Crisis Management – Make sure-    Be the process owner-    Inform others actively-    Avoid delay-    One message a...
Prevent crisis via   Risk   Management                                !                                                 7O...
RiskRisk can be defined as thecombination of the probability ofan event and its consequences.                             ...
Risk Management Method-    Identify, specify, assess and categorize threats-    Determine the risk-    Tactics and strateg...
Risk Management Principles (ISO)-    create value-    be an integral part of organizational processes-    be part of decis...
Risk Management Principles (ISO)- be tailorable- take human factors into account- be transparent and inclusive- be dynamic...
Online Risk Management Plan- Prepare Risk Management Plan       -   Team       -   Meeting area       -   Strength & range...
Online Risk   Management   Life Cycle   ‘9 Steps’                       by Cem Cinlar 2012                                ...
STEP 1:                                Monitoring   Keywords to prevent potential crisis                                  ...
STEP 2:                                Objectives   Company or organisation                                               ...
STEP 3:                 Risk Assessment   Risk analysis, identification, description, estimation and evaluation           ...
STEP 4:                                Reporting 1   Threats and opportunities                                            ...
STEP 5:                                Decision   Tactics & strategy                                                 18Onl...
STEP 6:                                Treatment   Action                                                19Online Communic...
STEP 7:                                Reporting 2   Reports & analysis                                                 20...
STEP 8:                                Monitoring   Situation assessment & keywords check, etc.                           ...
STEP 9:                                Modification   In all process with formal audit, communication & consultancy       ...
Use   Risk Management   before   Crisis Management                                             23Online Communication Less...
Social CRM Integration-    Understand the conversation-    Understand the cusmomer’s social status-    Understand the cusm...
Social CRM IntegrationMainstrean Practices- Social media presence- Listening & monitoring (SERPs, etc.)- Engagement & inte...
Social CRM IntegrationAuxiliary Requirements- Organisational structure- Social CRM process and framework- Change managemen...
Social CRM IntegrationAuxiliary Requirements- Information response plan and process- Risk management plan- Crisis manageme...
Social Customer Insights- Marketing       -   Social marketing insights       -   Social marketing responses       -   Soc...
Social Customer Insights- Service & Support       - Social support insights       - Social responses       - Peer to peer ...
Social Customer Insights- Collaboration       -   Collaboration insights       -   Internal collaboration       -   Extern...
Social Customer Insights- Customer Experience       - Usual customer experience       - VIP experience                    ...
32Online Communication Lesson 5   http://bit.ly/UL6YXC
Thank you.    Please kindly find the presentation :    www.slideshare.net/cemcinlar                                       ...
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Online Communication Lesson 5 B

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The fifth lesson of Online Communication. Online Reputation Management, Online Crisis Management, Online Risk Management, Social CRM. Flash materials, videos and some critical pages are not included. Educational use only!

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Online Communication Lesson 5 B

  1. 1. Online Communication V Online Reputation Management, Crisis Management, Risk Management, Social CRM Dr. Cem Cinlar 10.12.2012Online Communication Lesson 5 Cem Cinlar
  2. 2. Content Online Crisis Management Online Risk Management Social CRM 2Online Communication Lesson 5 Cem Cinlar
  3. 3. Online Crisis Management 3Online Communication Lesson 5
  4. 4. Online Crisis Management Plan- Prepare Crisis Management Plan - Team - Meeting area - Strength & range - Scenarios - Solutions - Actions - Opportunities 4Online Communication Lesson 5 Cem Cinlar
  5. 5. Online Crisis Management Risks- Speed- Definition (Clarification)- Complexity- Decision (Channel or message selection, etc.)- Communication- Action- Evaluation- Reporting 5Online Communication Lesson 5 Cem Cinlar
  6. 6. Online Crisis Management – Make sure- Be the process owner- Inform others actively- Avoid delay- One message and relevant channels- Focus on the issue- Spread key messages- Explain more details (in or out connections) 6Online Communication Lesson 5 Cem Cinlar
  7. 7. Prevent crisis via Risk Management ! 7Online Communication Lesson 5 Cem Cinlar
  8. 8. RiskRisk can be defined as thecombination of the probability ofan event and its consequences. 8Online Communication Lesson 5 http://bit.ly/TXh9p0
  9. 9. Risk Management Method- Identify, specify, assess and categorize threats- Determine the risk- Tactics and strategy to reduce risks- Risk reduction measurement- Evaluation 9Online Communication Lesson 5 Cem Cinlar
  10. 10. Risk Management Principles (ISO)- create value- be an integral part of organizational processes- be part of decision making process- explicitly address uncertainty and assumptions- be systematic and structured- be based on the best available information 10Online Communication Lesson 5 http://bit.ly/STtCuD
  11. 11. Risk Management Principles (ISO)- be tailorable- take human factors into account- be transparent and inclusive- be dynamic, iterative and responsive to change- be capable of continual improvement and enhancement- be continually or periodically re-assessed 11Online Communication Lesson 5 http://bit.ly/STtCuD
  12. 12. Online Risk Management Plan- Prepare Risk Management Plan - Team - Meeting area - Strength & range - Potantial risks - Solutions - Actions - Opportunities 12Online Communication Lesson 5 Cem Cinlar
  13. 13. Online Risk Management Life Cycle ‘9 Steps’ by Cem Cinlar 2012 13Online Communication Lesson 5 Cem Cinlar
  14. 14. STEP 1: Monitoring Keywords to prevent potential crisis 14Online Communication Lesson 5 Cem Cinlar
  15. 15. STEP 2: Objectives Company or organisation 15Online Communication Lesson 5 Cem Cinlar
  16. 16. STEP 3: Risk Assessment Risk analysis, identification, description, estimation and evaluation 16Online Communication Lesson 5 Cem Cinlar
  17. 17. STEP 4: Reporting 1 Threats and opportunities 17Online Communication Lesson 5 Cem Cinlar
  18. 18. STEP 5: Decision Tactics & strategy 18Online Communication Lesson 5 Cem Cinlar
  19. 19. STEP 6: Treatment Action 19Online Communication Lesson 5 Cem Cinlar
  20. 20. STEP 7: Reporting 2 Reports & analysis 20Online Communication Lesson 5 Cem Cinlar
  21. 21. STEP 8: Monitoring Situation assessment & keywords check, etc. 21Online Communication Lesson 5 Cem Cinlar
  22. 22. STEP 9: Modification In all process with formal audit, communication & consultancy 22Online Communication Lesson 5 Cem Cinlar
  23. 23. Use Risk Management before Crisis Management 23Online Communication Lesson 5 Cem Cinlar
  24. 24. Social CRM Integration- Understand the conversation- Understand the cusmomer’s social status- Understand the cusmomer’s user status- Establish processes & requirements- Integrate social media plan 24Online Communication Lesson 5 http://bit.ly/QOdYT6
  25. 25. Social CRM IntegrationMainstrean Practices- Social media presence- Listening & monitoring (SERPs, etc.)- Engagement & interaction- Web site or micro site creation- Corporate web site social information 25Online Communication Lesson 5 http://bit.ly/122eIaH
  26. 26. Social CRM IntegrationAuxiliary Requirements- Organisational structure- Social CRM process and framework- Change management- Culture shift- Governance & guideline- Advocacy program creation and empowerment- Mutiple program / tool integration 26Online Communication Lesson 5 http://bit.ly/122eIaH
  27. 27. Social CRM IntegrationAuxiliary Requirements- Information response plan and process- Risk management plan- Crisis management plan- Internal and external collaboration integration 27Online Communication Lesson 5 http://bit.ly/122eIaH
  28. 28. Social Customer Insights- Marketing - Social marketing insights - Social marketing responses - Social campaigns - Social events- Sales - Social sales insights - Social sales responses - Social lead generation 28Online Communication Lesson 5 http://bit.ly/YWnCqd
  29. 29. Social Customer Insights- Service & Support - Social support insights - Social responses - Peer to peer unpaid crowd- Innovation - Innovation insights - R&D crowdsourcing 29Online Communication Lesson 5 http://bit.ly/YWnCqd
  30. 30. Social Customer Insights- Collaboration - Collaboration insights - Internal collaboration - External collaboration - Enterprise collaboration - Investor collaboration - Sectoral collaboration 30Online Communication Lesson 5 http://bit.ly/YWnCqd
  31. 31. Social Customer Insights- Customer Experience - Usual customer experience - VIP experience 31Online Communication Lesson 5 http://bit.ly/YWnCqd
  32. 32. 32Online Communication Lesson 5 http://bit.ly/UL6YXC
  33. 33. Thank you. Please kindly find the presentation : www.slideshare.net/cemcinlar Facebook.com/cemcinlar Twitter.com/cemcinlar Foursquare.com/cemcinlar Linkedin.com/in/cemcinlar 33Online Communication Lesson 5

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