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Merry Crisis-mas - social media crisis briefing

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Slides from Claremont's social media crisis briefing, 14 December 2012. Simon Booth-Lucking explores the who, what, where and why of crises, and John Coventry of change.org offers his lessons from the …

Slides from Claremont's social media crisis briefing, 14 December 2012. Simon Booth-Lucking explores the who, what, where and why of crises, and John Coventry of change.org offers his lessons from the frontline.

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  • 250,000 BRITS COMPLAIN ONLINE EVERY DAY > Or 8.2m per yearmen, the under 35s and those in London most likelyDigital disgruntalists 2012 (%)Once a year 37Once every 6 months 33Once a month 13Once a week 13Once a day 3
  • Transcript

    • 1. Merry Crisis-masBreakfast briefing on social mediacrisis management14 December 2012#crisismasWith discretion please!
    • 2. The who, what, where andwhy of social media crisesSimon Booth-Lucking,Director of Digital at Claremont
    • 3. Zoom out for the big picture
    • 4. TrustSource: http://www.slideshare.net/EdelmanInsights/2012-edelman-trust-barometer-global-deck
    • 5. Crowd psychology #angrymob
    • 6. Transparency
    • 7. The digital disgruntalists
    • 8. The live microphone
    • 9. The head in the sand
    • 10. Live your brand, and ensure your employees do -or you can be exposed socially, digitally and offline
    • 11. The empty chair
    • 12. http://www.nonprofitmarketingguide.com/blog/2012/02/01/the-accidental-rebranding-of-komen-for-the-cure/
    • 13. Crisis handler of the year
    • 14. Runner-up:Jonty Olliff-Cooper, A4E
    • 15. Winner: O2 customer servicehttp://www.wired.co.uk/news/archive/2012-07/17/o2-outage-social-media-masterclass
    • 16. Social media crisismanagement – lessonsfrom the front lineJohn Coventry, Director ofCommunications at Change.org
    • 17. A very modern crisis • No reliable news cycle • More crises • More outlets • People, not press powered crises • Media savvy public - react to different things (Argyll and Bute Vs O2) • People treat brands as people. Personality is crucial
    • 18. Specially for NFPs A very modern crisis • no If you dont getcycle of criticism, even small • reliable news a lot • more criseshurts criticism • Twitter IS • more outlets NOT the real world - dont panic but • people, notitpress powered crises do take seriously • Try savvy public - react to position of a • media and put yourself in the differentdo they want things consumer/donor/supporter - what (Argyll and Bute Vs O2) • • to hear/read? People treat brands as people. Personality is Be confident in the moves you make. Tone and crucial demeanour important.
    • 19. Kicking crises in the cajones Embed comms in organisational thinking First response is crucial Validators are massively helpful Respond swiftly, deftly and succinctly Dont take it personally. LEARN FROM IT
    • 20. Merry Crisis-mas#crisismasWith discretion please!

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