Learning the Nuts and Bolts of Crisis           Management
Are We in Denial?•   It’s not going to happen to me•   If it happens it won’t be that bad•   If it that’s bad, someone wil...
Here’s What Could Happen To You
Fundamentals of A Crisis Plan
Fundamentals of A Crisis Plan•   Situational Awareness
Fundamentals of A Crisis Plan•   Situational Awareness•   Operations (Who’s In Charge,    Who Says What)
Fundamentals of A Crisis Plan•   Situational Awareness•   Operations (Who’s In Charge,    Who Says What)•   Message Develo...
Fundamentals of A Crisis Plan•   Situational Awareness•   Operations (Who’s In Charge,    Who Says What)•   Message Develo...
Fundamentals of A Crisis Plan•   Situational Awareness•   Operations (Who’s In Charge,    Who Says What)•   Message Develo...
Crisis Communication Planning
Crisis Communication Planning
So Why Pay Attention To Social           Media?       It Can Start         A Crisis!
Question: How Many Spokespeople Does Your             Company Have?
Question: How Many Spokespeople Does Your              Company Have? Answer: As Many Employees, Family Member,Friends, Sup...
FedEx Holiday PR                  Disaster•   On December 2011, customer    video on YouTube shows delivery    guy throwin...
FedEx Responds On Social Media
Lessons from BP Oil Spill
Why Social Media is Different   Than Traditional PR
Social Media Puts “Public” Back             In PR
Protecting Your Online Reputation
1. Track Everything• Reputation Monitoring• Keyword Search
Types of Search Tools
•   FriendFeed – searches through whatever social media    sources its members have added.•   Technorati – searches throug...
2. Measure Everything
3. Participate
Silence Isn’t Golden• These conversations are taking place with  or without you, so ignoring them only  eliminates you fro...
Deputize!• Can’t Be Just You• Set Guidelines• Get Others to Engage
4. Be Authentic
4. Be Authentic• Don’t pay for good reviews
4. Be Authentic• Don’t pay for good reviews• Don’t spin
4. Be Authentic• Don’t pay for good reviews• Don’t spin• Don’t lie or cover-up
Be Authentic
5. Listen
6. Act Quickly
Things You Could Start        Today
Training My Employees on Social             Media
Corporate Social Media     Expansion• 76% of companies DO NOT HAVE a  clearly defined policy• 53% of business executives se...
Commonly Used        GuidelinesDoes Your Company Have These For Employees?
• Speaking on Behalf of Company
• Speaking on Behalf of Company• Information Employees Are NEVER allowed  to share
• Speaking on Behalf of Company• Information Employees Are NEVER allowed  to share• Online Behavior That Won’t Be Tolerated
• Speaking on Behalf of Company• Information Employees Are NEVER allowed  to share• Online Behavior That Won’t Be Tolerate...
Workforce Training
• Not all employees have relationship with  social media• Base training on their skills regarding web  technology• Separat...
Digital Native•   Have grown up with digital technology and social    media is apart of daily lives• more on company’s goa...
The Reluctant User• Know big social networks but haven’t  adopted them into daily lives• Teach advanced usage of tools the...
The Digital Newbie• New to digital world and lack skills to  navigate social media on their own• Teach them social network...
Crisis communication in the social media age
Crisis communication in the social media age
Crisis communication in the social media age
Crisis communication in the social media age
Crisis communication in the social media age
Crisis communication in the social media age
Crisis communication in the social media age
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Crisis communication in the social media age

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  • Crisis communication in the social media age

    1. 1. Learning the Nuts and Bolts of Crisis Management
    2. 2. Are We in Denial?• It’s not going to happen to me• If it happens it won’t be that bad• If it that’s bad, someone will rescue me
    3. 3. Here’s What Could Happen To You
    4. 4. Fundamentals of A Crisis Plan
    5. 5. Fundamentals of A Crisis Plan• Situational Awareness
    6. 6. Fundamentals of A Crisis Plan• Situational Awareness• Operations (Who’s In Charge, Who Says What)
    7. 7. Fundamentals of A Crisis Plan• Situational Awareness• Operations (Who’s In Charge, Who Says What)• Message Development
    8. 8. Fundamentals of A Crisis Plan• Situational Awareness• Operations (Who’s In Charge, Who Says What)• Message Development• Victim Management
    9. 9. Fundamentals of A Crisis Plan• Situational Awareness• Operations (Who’s In Charge, Who Says What)• Message Development• Victim Management• Rebuilding Trust
    10. 10. Crisis Communication Planning
    11. 11. Crisis Communication Planning
    12. 12. So Why Pay Attention To Social Media? It Can Start A Crisis!
    13. 13. Question: How Many Spokespeople Does Your Company Have?
    14. 14. Question: How Many Spokespeople Does Your Company Have? Answer: As Many Employees, Family Member,Friends, Suppliers, Colleagues, and Associates of Your Business...That’s How Many
    15. 15. FedEx Holiday PR Disaster• On December 2011, customer video on YouTube shows delivery guy throwing their computer monitor over fence• Grabbed more than 4.5 million views on YouTube• Company responds on social media issuing apologies to dissatisfied customer
    16. 16. FedEx Responds On Social Media
    17. 17. Lessons from BP Oil Spill
    18. 18. Why Social Media is Different Than Traditional PR
    19. 19. Social Media Puts “Public” Back In PR
    20. 20. Protecting Your Online Reputation
    21. 21. 1. Track Everything• Reputation Monitoring• Keyword Search
    22. 22. Types of Search Tools
    23. 23. • FriendFeed – searches through whatever social media sources its members have added.• Technorati – searches through the blogosphere, but not other social media.• Google Blog Search – also searches through the blogosphere.• BlogPulse – also searches through the blogosphere.• Twitter Search – provides results only from Twitter.• Kurrently-real time search engine for Facebook and Twitter• Dipity – searches through social media sites and displays the results against a timeline.
    24. 24. 2. Measure Everything
    25. 25. 3. Participate
    26. 26. Silence Isn’t Golden• These conversations are taking place with or without you, so ignoring them only eliminates you from the conversation and removes your company from the radar screens of the customer
    27. 27. Deputize!• Can’t Be Just You• Set Guidelines• Get Others to Engage
    28. 28. 4. Be Authentic
    29. 29. 4. Be Authentic• Don’t pay for good reviews
    30. 30. 4. Be Authentic• Don’t pay for good reviews• Don’t spin
    31. 31. 4. Be Authentic• Don’t pay for good reviews• Don’t spin• Don’t lie or cover-up
    32. 32. Be Authentic
    33. 33. 5. Listen
    34. 34. 6. Act Quickly
    35. 35. Things You Could Start Today
    36. 36. Training My Employees on Social Media
    37. 37. Corporate Social Media Expansion• 76% of companies DO NOT HAVE a clearly defined policy• 53% of business executives see corporate social media use increasing over the next 12 months
    38. 38. Commonly Used GuidelinesDoes Your Company Have These For Employees?
    39. 39. • Speaking on Behalf of Company
    40. 40. • Speaking on Behalf of Company• Information Employees Are NEVER allowed to share
    41. 41. • Speaking on Behalf of Company• Information Employees Are NEVER allowed to share• Online Behavior That Won’t Be Tolerated
    42. 42. • Speaking on Behalf of Company• Information Employees Are NEVER allowed to share• Online Behavior That Won’t Be Tolerated• Disclaimers Regarding Personal Opinions About Company
    43. 43. Workforce Training
    44. 44. • Not all employees have relationship with social media• Base training on their skills regarding web technology• Separate into groups
    45. 45. Digital Native• Have grown up with digital technology and social media is apart of daily lives• more on company’s goals and how to measure Training should focus less on technology and return
    46. 46. The Reluctant User• Know big social networks but haven’t adopted them into daily lives• Teach advanced usage of tools they are familiar with
    47. 47. The Digital Newbie• New to digital world and lack skills to navigate social media on their own• Teach them social networks your company deems important and educate on company’s goals
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