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

  • 1. Hostile social media:How would you handle it?Steph Graysocialsimulator.com
  • 2. Bad news travels faster
  • 3. So what makes a social media crisis?Image: http://adage.com/article/digitalnext/social-media-screw-ups-a-big-missteps/146314/
  • 4. RetailOil & GasAviationPharmaDefence Financial Services
  • 5. A new style of journalism
  • 6. Source: http://www.guardian.co.uk/uk/interactive/2011/dec/07/london-riots-twitter
  • 7. Hostile campaigns are evolving, as are the responsesSource: http://arcticready.com/ &http://www.youtube.com/watch?v=NMUFci_V4mU
  • 8. http://www.slideshare.net/EdelmanInsights/global-deck-2013-edelman-trust-barometer-16086761Social media has given us more access to sources we trust
  • 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. So how would you do it?
  • 11. ABJust delete thetweet quicklyDelete, and postan apology
  • 12. ABRespond to theforum threadLeave it
  • 13. ABMake the filmDon’t make it
  • 14. ABBlock the user,report to Facebookfor brand violationsComment on thepage
  • 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. Developing the skills tohandle social media in acrisissocialsimulator.com@socialsimulator020 3012 1024hello@socialsimulator.com