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Social Media Crisis
Management Guide
Izhar Buendia
Henderson State University
–Microsoft
“ Social media can help build
reputations or wreck them.”
Reputation Repair
“An estimated nearly $6 billion was spent in 2013 to
help mitigate risks associated with financial and ti...
Prevention Plan
“In the online era, it becomes
critical for the business of any
size to have a social media
crisis managem...
Listening
–Ekaterina Walter
“Not listening to the social chatter
or having presence on social
communities can reflect badly on
your ...
Engage with Audience
Retweet
Favorite
Like
Repost
Gap was negatively impacted when
they did not engage with tweets
http://thenextweb.com/socialmedia/2012/04/03/on-twitter-b...
Transparency
–Amy Neumann
“People want the real story, and
appreciate it -- even more than
"perfection."”
Acknowledge Problems
Report that one is aware of the issue
Share live updates
Share how issue will be prevented in the fut...
Carnival Cruise Line updated followers of the
Splendor cruise that lost power for four days on sea.
http://www.tnooz.com/a...
Feedback
–Roger Dooley
“A simple apology can still turn a
negative attitude into a positive
one.”
Respond to Followers
Initiate conversation
Reply to individual comments
Say “Thank you” or “Sorry”
Be polite
Alaska Airlines instantly replied to a
customers complaint
http://anitaloomba.com/how-to-deal-with-negative-feedback-on-so...
Summary
Listen
Be Transparent
Respond
References
http://www.convinceandconvert.com/social-media-strategy/dont-be-scared-be-prepared-
how-to-manage-a-social-medi...
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Transcript of "Social Media Crisis Management Guide"

  1. 1. Social Media Crisis Management Guide Izhar Buendia Henderson State University
  2. 2. –Microsoft “ Social media can help build reputations or wreck them.”
  3. 3. Reputation Repair “An estimated nearly $6 billion was spent in 2013 to help mitigate risks associated with financial and time loss due to personal or professional reputational damage”
 
 Jacqueline Beauchere
 Microsoft Chief Online Safety
  4. 4. Prevention Plan “In the online era, it becomes critical for the business of any size to have a social media crisis management plan – or even better, a crisis prevention plan”
 
 Ekaterina Walter
 Forbes Magazine
  5. 5. Listening
  6. 6. –Ekaterina Walter “Not listening to the social chatter or having presence on social communities can reflect badly on your brand.”
  7. 7. Engage with Audience Retweet Favorite Like Repost
  8. 8. Gap was negatively impacted when they did not engage with tweets http://thenextweb.com/socialmedia/2012/04/03/on-twitter-big-brands-like-the-gap-struggle-to-keep-up-with-customer-service/
  9. 9. Transparency
  10. 10. –Amy Neumann “People want the real story, and appreciate it -- even more than "perfection."”
  11. 11. Acknowledge Problems Report that one is aware of the issue Share live updates Share how issue will be prevented in the future Thank followers for their patience and feedback
  12. 12. Carnival Cruise Line updated followers of the Splendor cruise that lost power for four days on sea. http://www.tnooz.com/article/carnival-splendor-and-1-way-social-media-response-from-carnival/
  13. 13. Feedback
  14. 14. –Roger Dooley “A simple apology can still turn a negative attitude into a positive one.”
  15. 15. Respond to Followers Initiate conversation Reply to individual comments Say “Thank you” or “Sorry” Be polite
  16. 16. Alaska Airlines instantly replied to a customers complaint http://anitaloomba.com/how-to-deal-with-negative-feedback-on-social-media/
  17. 17. Summary Listen Be Transparent Respond
  18. 18. References http://www.convinceandconvert.com/social-media-strategy/dont-be-scared-be-prepared- how-to-manage-a-social-media-crisis/ http://www.forbes.com/sites/ekaterinawalter/2013/11/12/10-tips-for-reputation-and- crisis-management-in-the-digital-world/ http://www.socialmediaexaminer.com/defend-your-social-media-reputation/ http://www.huffingtonpost.com/amy-neumann/5-steps-for-crisis-manage_b_1791673.html Microsoft: Social Media Reputation Repair Costing Users Billions by Pedro Hernandez http://thenextweb.com/socialmedia/2012/04/03/on-twitter-big-brands-like-the-gap- struggle-to-keep-up-with-customer-service/ http://www.forbes.com/sites/rogerdooley/2012/09/18/complaints/
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