Hostile social media:How would you handle it?Steph Graysocialsimulator.com
Bad news travels faster
So what makes a social media crisis?Image: http://adage.com/article/digitalnext/social-media-screw-ups-a-big-missteps/1463...
RetailOil & GasAviationPharmaDefence Financial Services
A new style of journalism
Source: http://www.guardian.co.uk/uk/interactive/2011/dec/07/london-riots-twitter
Hostile campaigns are evolving, as are the responsesSource: http://arcticready.com/ &http://www.youtube.com/watch?v=NMUFci...
http://www.slideshare.net/EdelmanInsights/global-deck-2013-edelman-trust-barometer-16086761Social media has given us more ...
What’s different, what’s the same?Same Different• Ownership - clear roles andresponsibilities still key• Mainstream media ...
So how would you do it?
ABJust delete thetweet quicklyDelete, and postan apology
ABRespond to theforum threadLeave it
ABMake the filmDon’t make it
ABBlock the user,report to Facebookfor brand violationsComment on thepage
How to respond well in social media to a crisis1. Social media rewards fast, human responses in linewith your brand person...
Developing the skills tohandle social media in acrisissocialsimulator.com@socialsimulator020 3012 1024hello@socialsimulato...
Social Simulator Presentation at Reputation in Oil, Gas and Mining Conference 13/06/2013
Social Simulator Presentation at Reputation in Oil, Gas and Mining Conference 13/06/2013
Social Simulator Presentation at Reputation in Oil, Gas and Mining Conference 13/06/2013
Social Simulator Presentation at Reputation in Oil, Gas and Mining Conference 13/06/2013
Social Simulator Presentation at Reputation in Oil, Gas and Mining Conference 13/06/2013
Social Simulator Presentation at Reputation in Oil, Gas and Mining Conference 13/06/2013
Social Simulator Presentation at Reputation in Oil, Gas and Mining Conference 13/06/2013
Social Simulator Presentation at Reputation in Oil, Gas and Mining Conference 13/06/2013
Social Simulator Presentation at Reputation in Oil, Gas and Mining Conference 13/06/2013
Social Simulator Presentation at Reputation in Oil, Gas and Mining Conference 13/06/2013
Social Simulator Presentation at Reputation in Oil, Gas and Mining Conference 13/06/2013
Social Simulator Presentation at Reputation in Oil, Gas and Mining Conference 13/06/2013
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Social Simulator Presentation at Reputation in Oil, Gas and Mining Conference 13/06/2013

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  • Social Simulator Presentation at Reputation in Oil, Gas and Mining Conference 13/06/2013

    1. 1. Hostile social media:How would you handle it?Steph Graysocialsimulator.com
    2. 2. Bad news travels faster
    3. 3. So what makes a social media crisis?Image: http://adage.com/article/digitalnext/social-media-screw-ups-a-big-missteps/146314/
    4. 4. RetailOil & GasAviationPharmaDefence Financial Services
    5. 5. A new style of journalism
    6. 6. Source: http://www.guardian.co.uk/uk/interactive/2011/dec/07/london-riots-twitter
    7. 7. Hostile campaigns are evolving, as are the responsesSource: http://arcticready.com/ &http://www.youtube.com/watch?v=NMUFci_V4mU
    8. 8. http://www.slideshare.net/EdelmanInsights/global-deck-2013-edelman-trust-barometer-16086761Social media has given us more access to sources we trust
    9. 9. What’s different, what’s the same?Same Different• Ownership - clear roles andresponsibilities still key• Mainstream media has avital role• People want clear,straightforward information• Speed & depth• Social media is driven bytrust in people, rather thanorganisations• People have the tools toinvestigate, speculate andmobilise
    10. 10. So how would you do it?
    11. 11. ABJust delete thetweet quicklyDelete, and postan apology
    12. 12. ABRespond to theforum threadLeave it
    13. 13. ABMake the filmDon’t make it
    14. 14. ABBlock the user,report to Facebookfor brand violationsComment on thepage
    15. 15. How to respond well in social media to a crisis1. Social media rewards fast, human responses in linewith your brand personality2. Become a credible, transparent source of information3. Avert problems: set rules for your channels, manageexpectations, monitor actively, build relationships4. Integrate social media response into your crisisplanning: including resourcing and approvals
    16. 16. Developing the skills tohandle social media in acrisissocialsimulator.com@socialsimulator020 3012 1024hello@socialsimulator.com

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