HOW SHOULD I HANDLE A SOCIAL
Miranda Man, BLOOM Worldwide
What is a social media crisis?
What happened when a...
Mobile phone network went down Twitter campaign went wrong
So a crisis involves...
A mass negative public reaction
on social media that is
completely out of the control
of your company
Could be prompted by an
offline event or a response to a
Why do you need a crisis management
The threat of a social media crisis is real,
regardless of whether you have a Facebook
or Twitter account
People will still talk about you
Customer anger travels and spreads with
quickly on social media
3 top tips to handling a crisis
1. Have a social media policy
• Roles and responsibilities
• Who can speak on behalf of your brand?
2 Have a crisis management plan
• Crisis levels
3. Be aware of what is happening
• Social media listening
• Social media monitoring
What could you get out of having a crisis