Online Crisis Management

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How to handle a crisis which comes from internet? Don't use merely law approach. Consumers today is more horizontal, collective, and able to fight you back.

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Online Crisis Management

  1. 1. online crisis management
  2. 2. 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010
  3. 3. Prita Mulyasari “… saya dan suami saya sudah terlalu lelah mengikuti permainan kebohongan mereka …” photo: TheJakartaHerald.com
  4. 4. Evan Brimob "Polri gak butuh masyarakat, tapi masyarakat yg butuh Polri ...." photo: Facebook.com
  5. 5. Luna Maya “Infotemnt derajatnya lebih HINA dr pd PELACUR, PEMBUNUH!!!may ur soul burn in hell.” photo: KapanLagi.com
  6. 6. 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010?
  7. 7. Data October 2009, by InternetWorldStats.com
  8. 8. Customer prefers to tell bad news rather than good news
  9. 9. Why does NEGATIVITY happen on internet?
  10. 10. 1 Netizen is real people too.
  11. 11. 2 Web 2.0 (collectivity & integrated)
  12. 12. 3 Pseudo name consequence.
  13. 13. 4 There’s no abuse & such a crime perfect bad product product. bad service & support
  14. 14. 5 types of customer Jeremy Wright Saboteur Occasional sufferer Reluctant consumer Regular customer Evangelist
  15. 15. Public Relations’ Today
  16. 16. Tool
  17. 17. Partner
  18. 18. Role
  19. 19. Goal
  20. 20. Aggressiveness
  21. 21. Keep an eye! 1. Emails and comments on your web 2. Posts and comments on customer’s web. 3. Posts and comment on newsgroups. 4. Notes, posts and comments on social media. 5. Posts and comments on forum.
  22. 22. Significance Proximity Magnitude It’ll Getting BIGGER Timeliness if …
  23. 23. Negativity is like fire You don’t want to see it getting bigger
  24. 24. So respond it immediately! 7 days = good for 10 years ago 1 day = good for few years ago less than 1 hour = conversation!
  25. 25. Follow Solution up Admit How to respond negative feedback?
  26. 26. But check it Does it suits my vision- before! mission- value? Someone else says the same? Is he my Is it logic? segment? Hoax?
  27. 27. photo: PapaBerkumis.WordPress.com
  28. 28. Hermawan Kartajaya and the airlines service photo: Hermawan.TypePad.com
  29. 29. Domino’s Pizza and 30 minutes guarantee
  30. 30. Today negativity is not a threat! It’s an opportunity!
  31. 31. THANK YOU for listening www.samdesign.com/surabaya research & slide Brahmanto Anindito brahm@warungfiksi.net Managing Director SAM Design

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