Crisis PR - How to Handle Crisis Communications with Social Media

Managing Crisis in
Today’s Social Media World

Today’s Communication Trends
Demand “Hyper-Transparency”
Lightening Speed
Dialogue is KEY
Competitors have the same tools

Different Landscape.
Same Rules.

What IS a Crisis?
Natural Disasters
Technological crisis
Confrontation/Reviews
Organizational Misdeeds
Illness/Harmful

Aug. 23rd Earthquake

Protestors

Reviews

Car Wash Misdeeds

How to manage the madness when it happens to you…
Because it will.

Steps for Handling Managing Crisis
Stay calm!!
Get the facts (the REAL facts)
If not previously determined, Assign spokesperson
Finalize the position
Create sites/profiles
Contact key audiences (think about the order)
Be prepared and available for backlash. Know position on follow up conversations.
Take offline when appropriate

Steps for Managing Crisis 3.0
8. PLAN AHEAD!!
Think of worst case scenario and plan for it
Set up Listening Platform
Determine spokespeople/decision makers
Get C-Suite Buy-In
Know “Your Voice”
Not always necessary to respond
Practice makes perfect
Consider different platforms
Monitor! Monitor! Monitor!

Take the blame if it’syour fault.

Answer questions as honestly as possible.

First 24 hours
are key

Don’t ignore the problem.
(it wont just go away)

What Would YOU Do?

GrouponSuperbowl Ad

“I take full responsibility for not responding sooner, for not clarifying the details, and for not talking to Allison directly and clearing things up. The Internet moves fast, and I've had my hands full lately.
Anyway, I'm all ears if you have questions, comments, criticisms, or anything else to say. Thanks for hearing me out. “

Thank you!
Allie Herzog
@allieherzog
allie@integratepr.com

Crisis PR - How to Handle Crisis Communications with Social Media

by allieherzog

Accessibility

Categories

Upload Details

Usage Rights

Statistics

Crisis PR - How to Handle Crisis Communications with Social Media Presentation Transcript