#CU12: Managing negative criticism on social media: What to do when it goes pear-shaped - Kate vanderVoort at Connecting Up 2012

• How to/can you prevent a social media disaster• Key elements of a crisis plan• Anatomy of a social media crisis• How to respond to negative sentiment• Questions

In short…..you can’t prevent a backlash on social media.•Be social and friendly….but don’t cross the line•Be clever and sometimes cheeky…..but beware being politically incorrect•If you are going to make a controversialannouncement, be prepared•Beware of emotive topics  positive sentiment – should be ok  negative sentiment – not worth the risk

76% of social media crises could have been averted - Altimeter

 Breast Cancer charity in the US  Major backlash across all social Give out $1 million a year in media channels grants to organisations that  Picked up on international news support women who can’t afford mammograms  Senior VP of Policy resigns Discontinued funds for Planned  Public apology and reversal of Parenthood ($680,000) decision

You can’t change what happens when your campaign goes pear shaped…… Anyone can take your message and share it, change it or ridicule it. Focus on how you are going to respond.

• Did you find this useful? Please go to linkedin.com/company/social-mediology/products• Select Workshops, Seminars and Keynotes• Click ‘Recommend’ – leave a testimonial

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#CU12: Managing negative criticism on social media: What to do when it goes pear-shaped - Kate vanderVoort at Connecting Up 2012

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#CU12: Managing negative criticism on social media: What to do when it goes pear-shaped - Kate vanderVoort at Connecting Up 2012 Presentation Transcript