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How should I handle a social media crisis?

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Miranda Man from BLOOM Worldwide explains how to how handle a social media crisis.

Miranda Man from BLOOM Worldwide explains how to how handle a social media crisis.

Published in: Technology, Business

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  • 1. WWW.BLOOMSOCIALBUSINESS.COM HOW SHOULD I HANDLE A SOCIAL MEDIA CRISIS? Miranda Man, BLOOM Worldwide July 2013
  • 2. WWW.BLOOMSOCIALBUSINESS.COM What is a social media crisis? What happened when a... Mobile phone network went down Twitter campaign went wrong
  • 3. WWW.BLOOMSOCIALBUSINESS.COM 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 current event
  • 4. WWW.BLOOMSOCIALBUSINESS.COM Why do you need a crisis management plan? 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
  • 5. WWW.BLOOMSOCIALBUSINESS.COM 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 •  Timeframes 3. Be aware of what is happening •  Social media listening •  Social media monitoring
  • 6. WWW.BLOOMSOCIALBUSINESS.COM What could you get out of having a crisis management plan? 1.#Damage# limita,on# 2.#Remain#in# control# 3.#Look#like#you# know#what# you're#doing#on# social#media#
  • 7. WWW.BLOOMSOCIALBUSINESS.COM Thank you! miranda@bloomworldwide.com Twitter - @bloomworldwide LinkedIn - /bloomworldwide Web - www.bloomworldwide.com