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Crisis Management                  In The Age Of Social MediaSteve ChirelloADVERTISING / MARKETING / P.R.
SOCIAL MEDIA OVERVIEWSteve ChirelloADVERTISING / MARKETING / P.R.
Steve ChirelloADVERTISING / MARKETING / P.R.
Miller Math                                 1=7Steve ChirelloADVERTISING / MARKETING / P.R.
1=7Steve ChirelloADVERTISING / MARKETING / P.R.
Steve ChirelloADVERTISING / MARKETING / P.R.
Here‟s an excellent example from  the American Red Cross…Steve ChirelloADVERTISING / MARKETING / P.R.
Steve ChirelloADVERTISING / MARKETING / P.R.
What To Do (Mack Collier.com): • Respond Quickly       - Be able to by monitoring; Use tools like “Google Alerts • Respond...
Transparency. 150 mm bloggers– thousands of forensicaccountants and social watchdogs watching your company.Don‟t assume y...
More than 75% of businesses use Social Media.  Nearly Half Do Not Have Social Media Policies.  In addition, 43% of the res...
Our FB comment guidelines:• The discussion board is available for  questions, often from those entering or  considering Os...
POLICY CONSIDERATIONS: • Recruiting • Separation/Outplacement • Employee Blogging Policy • Personal Blog Policy • LinkedIn...
Steve ChirelloADVERTISING / MARKETING / P.R.
EXAMPLES…http://www.youtube.com/watch?v=Z206ipPhuFQGroupon Super Bowl Ad Save The Money - RainforestSteve ChirelloADVERTIS...
Groupon CEO Andrew Mason‟s Response:Steve ChirelloADVERTISING / MARKETING / P.R.
Were you one of the 5 million?Steve ChirelloADVERTISING / MARKETING / P.R.
Steve ChirelloADVERTISING / MARKETING / P.R.
Steve ChirelloADVERTISING / MARKETING / P.R.
I have handouts with case histories on:    -Domino‟s employees posted a video that put them in    a bad light.    - Penn S...
Prevention of Negative Posts a. Manage your posts on your page         Direct Discussion on your page by asking questions ...
!Steve ChirelloADVERTISING / MARKETING / P.R.
QUESTIONS????Steve ChirelloADVERTISING / MARKETING / P.R.
For more information,       PRINT                                 contact Steve Chirello:                                 ...
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Crisis Management in the Age of Social Media

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An overview of Crisis Communications "dos" and "don't"s in the age of Social Media

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Transcript of "Crisis Management in the Age of Social Media"

  1. 1. Crisis Management In The Age Of Social MediaSteve ChirelloADVERTISING / MARKETING / P.R.
  2. 2. SOCIAL MEDIA OVERVIEWSteve ChirelloADVERTISING / MARKETING / P.R.
  3. 3. Steve ChirelloADVERTISING / MARKETING / P.R.
  4. 4. Miller Math 1=7Steve ChirelloADVERTISING / MARKETING / P.R.
  5. 5. 1=7Steve ChirelloADVERTISING / MARKETING / P.R.
  6. 6. Steve ChirelloADVERTISING / MARKETING / P.R.
  7. 7. Here‟s an excellent example from the American Red Cross…Steve ChirelloADVERTISING / MARKETING / P.R.
  8. 8. Steve ChirelloADVERTISING / MARKETING / P.R.
  9. 9. What To Do (Mack Collier.com): • Respond Quickly - Be able to by monitoring; Use tools like “Google Alerts • Respond Properly -If someone is leaving negative comments about your your company, respond. - Be thankful and polite. - If you are in the wrong, then apologize. - If commenters are jumping to the wrong conclusion about your company, kindly correct them - Thank them for their feedbackSteve ChirelloADVERTISING / MARKETING / P.R.
  10. 10. Transparency. 150 mm bloggers– thousands of forensicaccountants and social watchdogs watching your company.Don‟t assume you can hide information. It will be found.Crises Go Viral. Companies need plans in place torespond. No time to create AFTER something happens.One Way Conversations Don‟t Cut it. Conversations needto go both ways.Brand Detractors- leverage Social Media. You need to aswell.Brand Fans- these people like you. They may infringe onyour IP. Learn how to deal with it. Steve Chirello ADVERTISING / MARKETING / P.R.
  11. 11. More than 75% of businesses use Social Media. Nearly Half Do Not Have Social Media Policies. In addition, 43% of the respondents have reported Employee misuse of social networks. -- Proskauer‟s International Labor & Employment GroupSteve ChirelloADVERTISING / MARKETING / P.R.
  12. 12. Our FB comment guidelines:• The discussion board is available for questions, often from those entering or considering Oswego ... we hope to get you answers in a timely manner as you ponder joining our community. However, spam, blatantly commercial, obscene and/or denigrating messages are not welcome in this space and may be removed, as this page exists to serve a broader community.Steve ChirelloADVERTISING / MARKETING / P.R.
  13. 13. POLICY CONSIDERATIONS: • Recruiting • Separation/Outplacement • Employee Blogging Policy • Personal Blog Policy • LinkedIn Policy • Corporate Blogging Policy • Corporate Blog Use Policy • Corporate Blog Approval, Corporate Blog Commenting • Corporate Facebook Usage, Corporate Facebook Comment • Comment/Messaging Policy • Corporate Twitter Account, YouTube Policy, YouTube Public • Comment Policy • Company Password Policy -- Source: Firestorm Solutions, LLCSteve ChirelloADVERTISING / MARKETING / P.R.
  14. 14. Steve ChirelloADVERTISING / MARKETING / P.R.
  15. 15. EXAMPLES…http://www.youtube.com/watch?v=Z206ipPhuFQGroupon Super Bowl Ad Save The Money - RainforestSteve ChirelloADVERTISING / MARKETING / P.R.
  16. 16. Groupon CEO Andrew Mason‟s Response:Steve ChirelloADVERTISING / MARKETING / P.R.
  17. 17. Were you one of the 5 million?Steve ChirelloADVERTISING / MARKETING / P.R.
  18. 18. Steve ChirelloADVERTISING / MARKETING / P.R.
  19. 19. Steve ChirelloADVERTISING / MARKETING / P.R.
  20. 20. I have handouts with case histories on: -Domino‟s employees posted a video that put them in a bad light. - Penn State‟s poor crisis management - Progressive Insurance‟s blog incident “How Not To Handle A PR CrisisSteve ChirelloADVERTISING / MARKETING / P.R.
  21. 21. Prevention of Negative Posts a. Manage your posts on your page Direct Discussion on your page by asking questions New products Service What would you do? b. Use „Google Searches” regularly Use the Search feature within the Social Medium itself Built your own varied network of personal connections via Social MediaSteve ChirelloADVERTISING / MARKETING / P.R.
  22. 22. !Steve ChirelloADVERTISING / MARKETING / P.R.
  23. 23. QUESTIONS????Steve ChirelloADVERTISING / MARKETING / P.R.
  24. 24. For more information, PRINT contact Steve Chirello: TV/RADIO Tel: 592-9778 ELECTRONIC Email: steve@chirello.com PR www.Chirello.com CONTACTSteve ChirelloADVERTISING / MARKETING / P.R.
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