Your SlideShare is downloading. ×
0
2011 CMP Convlave presentation
2011 CMP Convlave presentation
2011 CMP Convlave presentation
2011 CMP Convlave presentation
2011 CMP Convlave presentation
2011 CMP Convlave presentation
2011 CMP Convlave presentation
2011 CMP Convlave presentation
2011 CMP Convlave presentation
2011 CMP Convlave presentation
2011 CMP Convlave presentation
2011 CMP Convlave presentation
2011 CMP Convlave presentation
2011 CMP Convlave presentation
2011 CMP Convlave presentation
2011 CMP Convlave presentation
2011 CMP Convlave presentation
2011 CMP Convlave presentation
2011 CMP Convlave presentation
2011 CMP Convlave presentation
2011 CMP Convlave presentation
2011 CMP Convlave presentation
2011 CMP Convlave presentation
2011 CMP Convlave presentation
2011 CMP Convlave presentation
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

2011 CMP Convlave presentation

362

Published on

We delivered this presentation at the 2011 CMP Conclave - attendees please reference these slides if you ever need to!

We delivered this presentation at the 2011 CMP Conclave - attendees please reference these slides if you ever need to!

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
362
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
10
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide
  • Response: Even if the board has not yet made a decision regarding whether or not to hold the event, it is important to keep attendees up to date. A posting on the conference website and Facebook pages is important. An email alert to registered attendees would also be reccommended. A suggested response would be: We are currently monitoring the weather forecasts for the Miami area, and will make a decision regarding whether or not to host the XYZ conference shortly. As soon as a decision is made, we will contact registered attendees via email. Additional information will also be available on the conference website. We appreciate your patience and understanding regarding this issue.
  • Response: Even if the board has not yet made a decision regarding whether or not to hold the event, it is important to keep attendees up to date. A posting on the conference website and Facebook pages is important. An email alert to registered attendees would also be reccommended. A suggested response would be: We are currently monitoring the weather forecasts for the Miami area, and will make a decision regarding whether or not to host the XYZ conference shortly. As soon as a decision is made, we will contact registered attendees via email. Additional information will also be available on the conference website. We appreciate your patience and understanding regarding this issue.
  • It is important to provide a response to these negative comments as soon as possible. Suggested response: At XYZ event management, we make every effort to provide attendees with the highest quality, educational experience. We appreciate any and all speaker feedback in regards to content, effectiveness and overall presentation . This information is vital in our evaluation process. We apologize if a specific speaker did not meet your expectations and will take this into consideration for future speaking events.
  • Response: Even if the board has not yet made a decision regarding whether or not to hold the event, it is important to keep attendees up to date. A posting on the conference website and Facebook pages is important. An email alert to registered attendees would also be reccommended. A suggested response would be: We are currently monitoring the weather forecasts for the Miami area, and will make a decision regarding whether or not to host the XYZ conference shortly. As soon as a decision is made, we will contact registered attendees via email. Additional information will also be available on the conference website. We appreciate your patience and understanding regarding this issue.
  • Suggested Response: First, have someone on staff immediately contact hotel management to see if and/or what they are willing to do to compensate guests for their inconvenience. Second, it is important to immediately reach out to those individuals who posted negative complaints individually. This should be done in person or via phone, NOT on Facebook. Reassure them that you are aware of the issue, but while these are circumstances beyond your control, you are working with hotel management to see if some sort of restitution can be made. While you cannot guarantee any specific outcome, you are sorry for the inconvenience and will do everything you can to work with the hotel. On Facebook page, quickly respond to the complaints by posting a general response. Suggestion: XYZ management is aware of the situation regarding the hotel fire alarm. We are working with hotel management to address this issue and apologize for any inconvenience this may have caused. As soon as we have additional information regarding the hotel’s position on this matter, we will let you know. Once again we apologize for any issues this may have caused.
  • Response: Even if the board has not yet made a decision regarding whether or not to hold the event, it is important to keep attendees up to date. A posting on the conference website and Facebook pages is important. An email alert to registered attendees would also be reccommended. A suggested response would be: We are currently monitoring the weather forecasts for the Miami area, and will make a decision regarding whether or not to host the XYZ conference shortly. As soon as a decision is made, we will contact registered attendees via email. Additional information will also be available on the conference website. We appreciate your patience and understanding regarding this issue.
  • Response: Even if the board has not yet made a decision regarding whether or not to hold the event, it is important to keep attendees up to date. A posting on the conference website and Facebook pages is important. An email alert to registered attendees would also be reccommended. A suggested response would be: We are currently monitoring the weather forecasts for the Miami area, and will make a decision regarding whether or not to host the XYZ conference shortly. As soon as a decision is made, we will contact registered attendees via email. Additional information will also be available on the conference website. We appreciate your patience and understanding regarding this issue.
  • Response: Even if the board has not yet made a decision regarding whether or not to hold the event, it is important to keep attendees up to date. A posting on the conference website and Facebook pages is important. An email alert to registered attendees would also be reccommended. A suggested response would be: We are currently monitoring the weather forecasts for the Miami area, and will make a decision regarding whether or not to host the XYZ conference shortly. As soon as a decision is made, we will contact registered attendees via email. Additional information will also be available on the conference website. We appreciate your patience and understanding regarding this issue.
  • Response: Even if the board has not yet made a decision regarding whether or not to hold the event, it is important to keep attendees up to date. A posting on the conference website and Facebook pages is important. An email alert to registered attendees would also be reccommended. A suggested response would be: We are currently monitoring the weather forecasts for the Miami area, and will make a decision regarding whether or not to host the XYZ conference shortly. As soon as a decision is made, we will contact registered attendees via email. Additional information will also be available on the conference website. We appreciate your patience and understanding regarding this issue.
  • Response: Even if the board has not yet made a decision regarding whether or not to hold the event, it is important to keep attendees up to date. A posting on the conference website and Facebook pages is important. An email alert to registered attendees would also be reccommended. A suggested response would be: We are currently monitoring the weather forecasts for the Miami area, and will make a decision regarding whether or not to host the XYZ conference shortly. As soon as a decision is made, we will contact registered attendees via email. Additional information will also be available on the conference website. We appreciate your patience and understanding regarding this issue.
  • Transcript

    • 1. Social Media Flash Crisis: Best Practices for Handling Negative Comments, Posts and Opinions Presented by Adele Cehrs Epic PR Group
    • 2. Why this is important to you… <ul><li>Reputation is an important asset to event planners </li></ul><ul><li>Attendee feedback can have a positive or negative impact on future events </li></ul><ul><ul><li>Attendance </li></ul></ul><ul><ul><li>Speaker participation </li></ul></ul><ul><ul><li>Event location, etc </li></ul></ul>
    • 3. What we’re going to do <ul><li>Key takeaways </li></ul><ul><li>Nine ways to prepare & respond to social media & event crises </li></ul><ul><li>Event crisis flow chart </li></ul>
    • 4. 1. Prepare for potential crisis issues <ul><li>Evaluate the situation & understand potential risks </li></ul><ul><li>Know the 5 Ws – Who to call, When to call, Where to call and Why to call. </li></ul><ul><li>Update communication contingency plans </li></ul><ul><li>Tools you can use </li></ul>
    • 5. 2. Assemble a crisis response team <ul><li>Be open, yet limit people involved </li></ul><ul><li>Know the “right” people-- EMT’s, closest hospital, onsite medics, police, fire, security, public relations </li></ul><ul><li>Follow the plan </li></ul>
    • 6. 3. Monitor your events online <ul><li>Can’t address what you don’t know </li></ul><ul><ul><li>Assign staff to monitor Twitter/Facebook in real time and throughout the event </li></ul></ul><ul><ul><li>Monitor overall tone of attendees Online </li></ul></ul><ul><li>Establish Hash Tags for each session </li></ul>
    • 7. 4. To respond or to not respond? <ul><li>Keys to understanding when to respond – W.H.O. </li></ul><ul><ul><li>W ho affects </li></ul></ul><ul><ul><li>H ow affects </li></ul></ul><ul><ul><li>O utcome potential </li></ul></ul><ul><li>Positive language </li></ul><ul><li>Responding to customer service issues/concerns </li></ul>
    • 8. 5. Provide positive digital content <ul><li>Conversations will happen: Push the “RIGHT” content before & after event </li></ul><ul><li>Develop “Event Editorial Calendar” </li></ul><ul><li>Offer posts, Tweets, Blogs and LinkedIn updates </li></ul>
    • 9. 6. Recruit members & fans <ul><li>Events have fans: Find yours </li></ul><ul><li>Influence the Influencers </li></ul><ul><li>Structured participation </li></ul><ul><li>Provide examples </li></ul>
    • 10. 7. Get content leaders involved <ul><li>Content leader engagement: Twitter, Facebook, LinkedIn </li></ul><ul><li>Promote programming </li></ul><ul><li>Provide suggested content, guidelines & key deadlines </li></ul>
    • 11. 8. Be transparent <ul><li>Nobody is perfect – problems will arise </li></ul><ul><li>Be honest </li></ul><ul><li>Tell how you are generally addressing the issue </li></ul><ul><li>Everyone wants to be heard – let attendees know you are listening </li></ul>
    • 12. 9. Remain calm <ul><li>It’s not personal (usually) </li></ul><ul><li>Don’t cloud your judgment – respond rationally; not emotionally </li></ul><ul><li>You cannot do EVERYTHING </li></ul><ul><ul><li>Lean on your team </li></ul></ul><ul><ul><li>Bring in the experts </li></ul></ul>
    • 13. Crisis Scenario #1 A national association of health and nutrition professionals has scheduled its annual conference in Miami, right in the middle of hurricane season. The day before the conference, the National Weather Service announces an impending tropical storm. Attendees are posting their questions on Facebook about how the weather will impact the conference. The association leaders are dragging their feet to make a decision about whether to reschedule the conference or not, but attendees are demanding answers. What do you do?
    • 14. Twist #1 Twist: Thankfully a hurricane did not reach Miami or your event site. However, the inclement weather did affect the majority of the attendees travel schedule and over half missed the welcome reception the opening night. Attendees are upset and want their money back.
    • 15. Crisis Scenario #2 A national organization for the nonprofit community is holding its annual meeting with record-high attendance. The meeting boasts engaging, highly educational sessions, but one speakers, a vendor who has the largest attendance of all the sessions, structures his presentation as a sales pitch for his services. Attendees immediately tweet their frustration and boredom. One attendee even questions the organization’s standards for accepting speaker and says he should get a refund. What do you do?
    • 16. Twist #2 Twist: Did we mention this presentation has been given by a high-profile sponsor who has the ear of your boss? He is scheduled to speak again at the conference with the same presentation topic later that day. Worst of all -- he has posted his feelings about how he was treated to your listserv after his first session.
    • 17. Crisis Scenario #3 Day one of a medical-supply convention is complete. You have a contract with a local hotel to offer discounted rates to attendees. One attendee discovers bed bugs in their hotel room. One particularly frustrated attendee posts negative feedback on the convention’s Facebook page calling the hotel “low class” and having “poor customer service”. Other attendees immediately post comments in agreement. What do you do?
    • 18. Twist #3 Twist: The one person with the hotel room with bed bugs takes a picture of her mattress and sends other attendees into a panic. They start to openly saying they will never attend another convention b/c of these issues. Additionally, the hotel staff has not responded to the guest’s concerns. The photos have been posted to Facebook (on the event page) with a caption that says, “I hate this &X*# hotel”.
    • 19. Crisis Scenario #4 The National Technology Geek Council is trying a new technique by live streaming tweets. The tweets are showing up automatically behind the presenter as they are speaking. What do you do?
    • 20. Twist #4 Twist: The speaker is not very articulate. He does not know about the negative tweets that are being posted by the attendees behind him. Once he sees them, he stops his presentation and becomes unable to continue his session.
    • 21. Crisis Scenario #5 You are in charge of events at a luxury property located in the United States. Your property has received some negative reviews on Trip Advisor that you are unaware of. You book a large meeting with 300 attendees who are concerned about the reviews. What do you do?
    • 22. Twist #5 Twist: One of your junior staff members (an intern) has posted replies that are “less than savory.” This is a reflection of your facility – how do you correct it and respond to it?
    • 23. Response flow chart Event Occurs Is this a crisis? Yes No Assemble Crisis Response Team Monitor Online Chatter Respond or not Respond? No Determine Type of Response Yes Respond to individual needs directly Provide Positive Digital Content Recruit Fans and Content Leaders Be Transparent
    • 24. Remember the steps <ul><li>Prepare for potential crisis </li></ul><ul><li>Create a crisis response team </li></ul><ul><li>Monitor events </li></ul><ul><li>Respond or not respond? </li></ul><ul><li>Provide positive digital content </li></ul><ul><li>Recruit members and fans </li></ul><ul><li>Get content leaders involved </li></ul><ul><li>Be transparent </li></ul><ul><li>Remain calm </li></ul>
    • 25. Thank You! Adele Cehrs 105 N Washington St, Suite 202 Alexandria, VA 22314 www.epicprgroup.com Facebook/Twitter : EpicPRGroupDC

    ×