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.

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

4. NZ’s social media landscape

7. What’s your POEM?

15. How do you create
culture change?
•Stories (Myths)
•Rituals
•Symbols
•Tribes

16. 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

17. Ensuring a fast response
•Ideal case study
•Problem, response, solution
•Mapping customer touchpoints

18. Listening Tools

19. Google Alerts

20. Hootsuite

21. Radian6

22. Oracle Social

23. Meltwater Buzz

24. JamiQ

25. Google Analytics
Social Flow

26. Influencers
•Gladwell vs. Watts: Influencers vs.
Influencable
•Tools to identify influencers (blunt
instruments: Klout, Kred, Peerindex)

27. Dashboards
•3 basic categories: responding, monitoring
and deep analysis

35. Where can I buy a cow? I am worried about the
quality of all the milk powder in the market.

38. 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?

39. Thank you...
Simon Young
CEO
syENGAGE Ltd
www.syengage.com/simon