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Crisis Communications With Social Media
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Crisis Communications With Social Media

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By the end of the presentation you will learn how to respond and recover from a crisis situation using social media.

By the end of the presentation you will learn how to respond and recover from a crisis situation using social media.

Published in: Business

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Transcript

  • 1. Imagine a customer has an “experience” with your brand
  • 2. My “experience”
  • 3. 2.3 million hits
  • 4. BAD “experience”
  • 5. Broken guitar
  • 6. soc al med a gives customers a voice
  • 7. Develop CORE message
  • 8. Simple and measurable
  • 9. Quick Reply
  • 10. Was his promise measurable? Yes
  • 11. Everyone On the same page
  • 12. First hand
  • 13. Second hand
  • 14. Transparency is KEY
  • 15. NEVER say “No Comment”
  • 16. DELEGATE a spokesperson
  • 17. Establish Media channels
  • 18. Create a central meeting place
  • 19. Listen
  • 20. • Say sorry • Discuss how you resolved the issue • Admit mistake • Explain future steps
  • 21. How to patch it up
  • 22. Monitor conversations
  • 23. “If I had eight hours to chop down a tree. Iʼd spend six hours sharpening my ax.”