How to prepare for a social media crisis by Insignia Communications

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Insignia Communications has recently hosted a webinar discussing the new threats of social media and the potential impact they can have on crisis management planning, crisis communication training and …

Insignia Communications has recently hosted a webinar discussing the new threats of social media and the potential impact they can have on crisis management planning, crisis communication training and crisis handling. View the presentation to learn the latest insights or visit our website to listen to the webinar recording "How to prepare for a social media crisis" http://insigniacomms.com/resource/videos/

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Transcript

  • 1. Jonathan Hemus, November 2012
  • 2. News breaks on social media
  • 3. News spreads and is amplified through social media
  • 4. Most organisations do not have a plan to address this SmartBrief on Social Media, January 25, 2012
  • 5. The consequences can be very damaging Nestle make a difficult situation worse by responding aggressively to criticism on its Facebook page
  • 6. 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
  • 7. Preparing to protect your reputation inan online worldDevelop, communicate and embed a social media policyRe-consider your reputational risk assessmentImplement online media monitoringCreate a crisis communication hubDevelop a process, resources and skills to mount anonline responseDevelop an online presence beforehandIdentify key online influencers and build relationships
  • 8. Develop, communicate and embed a social media policy
  • 9. Develop, communicate and embed a social media policyhttp://socialmediagovernance.com/policies.php#axzz1l9M4oKLf
  • 10. Re-consider your reputational risk assessment 5 4 3 2 1 2 3 4 5 LIKELIHOOD OF RISK
  • 11. Re-consider your reputational risk assessment
  • 12. Re-consider your reputational risk assessment
  • 13. Re-consider your reputational risk assessment
  • 14. Re-consider your reputational risk assessment
  • 15. Re-consider your reputational risk assessment
  • 16. Implement online media monitoring
  • 17. Implement online media monitoring
  • 18. Create an online crisis communication hub
  • 19. Develop a process, resources and skills to mount an online response
  • 20. US Airways Hudson River Crash
  • 21. Be prepared!
  • 22. Be prepared!
  • 23. Be prepared!
  • 24. Develop processes and resources to mount an online response
  • 25. Develop processes and resources to mount an online response
  • 26. Develop processes and resources to mount an online response
  • 27. Develop skills to mount an onlineresponse – social media exercises
  • 28. Social media exercisesA crisis begins toemerge via socialmedia e.g. a video isposted showingproduct tampering
  • 29. Social media exercisesDelegates see thesituation escalatingvia online channels
  • 30. Social media exercisesThe story spreads toonline media and blogs
  • 31. Social media exercises
  • 32. Develop an online presence beforehand
  • 33. Identify key online influencers and build relationships
  • 34. Engage online and other third party influencers
  • 35. Preparing to protect your reputation in an online world• Develop, communicate & embed a social media policy• Re-consider your reputational risk assessment• Implement online media monitoring• Create a crisis communication hub• Develop a process, resources and skills to mount an online response• Develop an online presence beforehand• Identify key online influencers and build relationships
  • 36. Contact DetailsJonathan Hemus, Insignia CommunicationsWebsite: www.insigniacomms.comEmail: jonathanhemus@insigniacomms.comTwitter: @jhemusinsigniaPhone: +44 (0)786 832 9102Download our white paper on social media crisis here:http://insigniacomms.com/resource/
  • 37. Jonathan Hemus, November, 2012