More Related Content Similar to Digital Crisis Communications Plan (20) More from Salesforce Marketing Cloud (20) Digital Crisis Communications Plan2. Our companies are not clones Photo Credit:http://www.flickr.com/photos/ashatenbroeke/4367373081 3. Don’t fall into the trap Photo Credit:http://www.flickr.com/photos/iamos/2952568902 4. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved. 11 Steps to Developing a Plan Photo Credit:http://www.flickr.com/photos/wscullin/3770015203/ 5. #1: Choose and set up your monitoring platform(s) Photo Credit: http://www.flickr.com/photos/stitch/6162233 6. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved. #2: Determine your monitoring schedule Photo Credit:http://www.flickr.com/photos/rubin110/4553865006 7. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved. #3: Ensure local language support teams Photo Credit:http://www.flickr.com/photos/melanieburger/1452213847 8. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved. #4: Determine what constitutes a crisis Photo Credit:http://www.flickr.com/photos/jimnix/4773270372 10. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved. #5: Determine what you WILL respond to Photo Credit:http://www.flickr.com/photos/larimdame/2575986601 11. Compliments of your product, service, or people Recommendations or referrals to products Customer Service/Support issues or inquiries Sales leads of product inquiries Feature requests Other regular and normal posts or inquiries What to respond to: ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved. 12. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved. #6: Determine what you WILL NOT respond to 13. Sarcastic, snarky or potentially inflammatory or damaging comments Discussions/conversations between individuals that mention the company in which involvement could be perceived as intrusive Posts in a language that the company doesn’t have the appropriate understanding or resources to respond to Posts/forum threads that require membership to respond to, unless it’s a customer service issue, negative post or misinformation you need to correct Posts regarding staff consolidation, compensation or other Human Resources-related issues Discussions regarding the legality of an acquisition, timing of a close and any financial data that is not already made publicly available What you should not respond to: ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved. 14. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved. #7: Form your digital crisis communications team 20. #9: Who will respond on the company’s behalf Photo Credit:http://www.flickr.com/photos/krancien/4111748241 Photo Credit: http://www.flickr.com/photos/stitch/6162233 21. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved. #10: What to report on and how frequently Photo Credit:http://www.flickr.com/photos/superwomyn/2692053136 22. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved. #11: Build support beams Photo Credit:http://www.flickr.com/photos/25259860/2267141079 24. Where to find me: justinrlevy.com @justinlevy justin.levy@citrix.com workshifting.com @citrixonline / @workshifting …to stalk me ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.