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Protecting your reputation in an online age: social media crisis simulations - presentation by Insignia Communications

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With 1 billion users on Facebook and 72 million active Twitter accounts, social media has given consumers worldwide a powerful communication tool. To enable companies to successfully handle any …

With 1 billion users on Facebook and 72 million active Twitter accounts, social media has given consumers worldwide a powerful communication tool. To enable companies to successfully handle any emerging social media crises, we use a social media crisis simulation - interactive means to teach your team how to handle a social media backlash in real time. Download our presentation to learn more and make sure your reputation stays protected. To find out more visit Insignia Communication's website at www.insigniacomms.com


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  • 1. How social media has changed crisis management: video
  • 2. Social media presents a major reputational riskReputational risk from social media is cited as amaterial risk by 50% of risk managers and a biggercause for concern than cyber attack.Federation of European Risk Management Associations, November 2011
  • 3. Many businesses are unprepared for this threat
  • 4. The consequences can be very damaging Nestle make a difficult situation worse by responding aggressively to criticism on its Facebook page
  • 5. The consequences can be very damaging NatWest endured a social media backlash when it failed to solve a technical problem OR communicate effectively with its customers
  • 6. The consequences can be very damagingAn offensive tweet bya Vodafone employeeappeared on itsTwitter feed and wentviral – the companyhas to apologise
  • 7. The consequences can be very damaging Shell fell victim to an online spoof: millions see the fake “advertising campaign”
  • 8. The consequences can be very damaging LA Fitness was forced into an embarrassing climbdown when an online campaign led by celebrity Tweeters secured a refund for one member
  • 9. So what’s the solution? Learning through experience of a real social media crisis is one option – but it’s high riskA social media crisis simulation provides the same learnings – but without the pain
  • 10. Insignia’s social media crisis simulationProvides experience, skills and confidence to protect yourreputation in the event of a real crisisOffers a safe and controlled learning environmentFeatures a bespoke scenario designed for your business toensure realism and relevanceUses an online model which feels just like real social mediaIncludes immediate responses to your decisions from socialmedia experts simulating the public and other stakeholdersDelivers powerful learnings and increased reputational resilience
  • 11. Insignia’s social media crisis simulationDelegates log onto a secure siteand access adashboard
  • 12. Insignia’s social media crisis simulationA crisis begins toemerge via socialmedia e.g. a video isposted showingproduct tampering
  • 13. Insignia’s social media crisis simulationDelegates see thesituation escalatingvia online channels
  • 14. Insignia’s social media crisis simulationThe story spreads toonline media and blogs
  • 15. What happens next is down to your team!
  • 16. Through the social simulation, you will:Experience what it feels like to endure a social media crisisLearn from your mistakes in a safe environmentDevelop practical skills to communicate effectivelyBuild confidence to succeedGain a clear understanding of how to use social media channelsDevelop a tone of voice which resonates in a social media crisisAppreciate the impact of communication on stakeholdersAssess implications for your current social media policiesEnsure your reputation is better protected
  • 17. About Insignia CommunicationsThrough communication consultancy, planning, training and implementation, Insignia creates andsustains reputational value.If you want to build a powerful, enduring reputation through a deep understanding of yourstakeholders and communication strategies which effectively influence them, Insignia can help.Creating a reputation is only half of the challenge. Reputation protection is essential if you are tosustain the business in the face of a crisis or issue. Insignia develops crisis communication plans andresources to be used if the worst happens. More importantly, we offer crisis management training tocreate a team of people with the skills, knowledge and confidence to protect your reputation.Our business is built on a bedrock of expertise in our specialist areas of reputation management andprotection. This expertise, high standards of client service and our values mean that clients trust us togive good advice and always deliver against our promises. And unlike the stereotypical consultancy,we are down to earth and easy to work with: put simply, our clients enjoy working with us.Without a strong reputation, you will never fulfil your business potential; lose your good name andyou may not even survive. Insignia unlocks the power of communication to maximise the value ofyour reputation and ensure that it is well protected.
  • 18. Why all businesses should conduct a social media crisis simulation: video
  • 19. Contact DetailsJonathan Hemus, Insignia CommunicationsEmail: jonathanhemus@insigniacomms.comTwitter: @jhemusinsigniaPhone: 0786 832 9102