Improving Communications During a Crisis - and beyond

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How do organisations in the 21st century ensure they can communicate well in a crisis - or in any other situation? These are the slides from my "boot camp" at the Disruptive Event Management and …

How do organisations in the 21st century ensure they can communicate well in a crisis - or in any other situation? These are the slides from my "boot camp" at the Disruptive Event Management and Business Continuity Planning Conference, Wellington, NZ, 29 August 2013.

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  • 1. Communication Boot Camp: Improving Communications During a Crisis And Beyond Simon Young, CEO, syENGAGE Ltd www.syengage.com
  • 2. The new converged media landscape Blogs / Communities: Geekzone,Throng, Interest.co.nz, etc. http://openparachute.wordpress.com/nz-blog-ranks/ Newer platforms: e.g. Pinterest, Google+ Foreign language platforms/media: e.g. Sina Weibo
  • 3. NZ’s social media landscape
  • 4. What’s your POEM?
  • 5. How do you create culture change? •Stories (Myths) •Rituals •Symbols •Tribes
  • 6. What does that mean? •Stories (Myths) - case studies, anecdotes •Rituals - e.g. Tweet of the week from our customers •Symbols - e.g. Twitter counter screen •Tribes - e.g. brown bag lunches
  • 7. Ensuring a fast response •Ideal case study •Problem, response, solution •Mapping customer touchpoints
  • 8. Listening Tools
  • 9. Google Alerts
  • 10. Hootsuite
  • 11. Radian6
  • 12. Oracle Social
  • 13. Meltwater Buzz
  • 14. JamiQ
  • 15. Google Analytics Social Flow
  • 16. Influencers •Gladwell vs. Watts: Influencers vs. Influencable •Tools to identify influencers (blunt instruments: Klout, Kred, Peerindex)
  • 17. Dashboards •3 basic categories: responding, monitoring and deep analysis
  • 18. Where can I buy a cow? I am worried about the quality of all the milk powder in the market.
  • 19. Takeaways... •Where is your company in social media, and where is social media in your company? •What’s your network map? Who are the real influencers inside your company? •Who are your external influencers, and how are you finding them? •How are you monitoring the social web?
  • 20. Thank you... Simon Young CEO syENGAGE Ltd www.syengage.com/simon