WWW.BLOOMSOCIALBUSINESS.COM
HOW SHOULD I HANDLE A SOCIAL
MEDIA CRISIS?
Miranda Man, BLOOM Worldwide
July 2013
WWW.BLOOMSOCIALBUSINESS.COM
What is a social media crisis?
What happened when a...
Mobile phone network went down Twitter ...
WWW.BLOOMSOCIALBUSINESS.COM
So a crisis involves...
A mass negative public reaction
on social media that is
completely out...
WWW.BLOOMSOCIALBUSINESS.COM
Why do you need a crisis management
plan?
The threat of a social media crisis is real,
regardl...
WWW.BLOOMSOCIALBUSINESS.COM
3 top tips to handling a crisis
1. Have a social media policy
•  Roles and responsibilities
• ...
WWW.BLOOMSOCIALBUSINESS.COM
What could you get out of having a crisis
management plan?
1.#Damage#
limita,on#
2.#Remain#in#...
WWW.BLOOMSOCIALBUSINESS.COM
Thank you!
miranda@bloomworldwide.com
Twitter - @bloomworldwide
LinkedIn - /bloomworldwide
Web...
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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.

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How should I handle a social media crisis?

  1. 1. WWW.BLOOMSOCIALBUSINESS.COM HOW SHOULD I HANDLE A SOCIAL MEDIA CRISIS? Miranda Man, BLOOM Worldwide July 2013
  2. 2. WWW.BLOOMSOCIALBUSINESS.COM What is a social media crisis? What happened when a... Mobile phone network went down Twitter campaign went wrong
  3. 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. 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. 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. 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. 7. WWW.BLOOMSOCIALBUSINESS.COM Thank you! miranda@bloomworldwide.com Twitter - @bloomworldwide LinkedIn - /bloomworldwide Web - www.bloomworldwide.com

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