Social Media Crisis, Trolls and Blunders

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A discussion of social media crisis, trolls and blunders. How to recognize a crisis and how to prepare for the inevitable.

Published in: Business, News & Politics

Social Media Crisis, Trolls and Blunders

  1. 1. Crisis, Trolls, Blunders:How to Prepare for the Inevitable Presented by Douglas Karr April 12, 2013
  2. 2. Let’s put things into perspective  You are here 2
  3. 3. Client Impact
  4. 4. Client Explains Impact
  5. 5. Social Media Crisis Lifetime
  6. 6. Social Media Reaction
  7. 7. (Pays)
  8. 8. Mashable’s Biggest Social MediaDisasters of 2012McDonald’s – promoted hashtags #mcdstoriesDesign ©2013 Social Media Examiner, Content Copyright Presenter • Do not distribute 9
  9. 9. Mashable’s Biggest Social MediaDisasters of 2012Snickers – paying celebritiesDesign ©2013 Social Media Examiner, Content Copyright Presenter • Do not distribute 10
  10. 10. Mashable’s Biggest Social MediaDisasters of 2012American Rifleman – Good Morning Shooters!Design ©2013 Social Media Examiner, Content Copyright Presenter • Do not distribute 11
  11. 11. Mashable’s Biggest Social MediaDisasters of 2012Celeb Boutique - #Aurora is trendingDesign ©2013 Social Media Examiner, Content Copyright Presenter • Do not distribute 12
  12. 12. Mashable’s Biggest Social MediaDisasters of 2012Chick-Fil-ADesign ©2013 Social Media Examiner, Content Copyright Presenter • Do not distribute 13
  13. 13. Mashable’s Biggest Social MediaDisasters of 2012Microsoft and Ann CoulterKitchenAid – Obama’s GrandmaStubsucking HellAmerican Apparel – Bored during the stormGap – Hurricane SandyMacy’s and Donald TrumpDesign ©2013 Social Media Examiner, Content Copyright Presenter • Do not distribute 14
  14. 14. Design ©2013 Social Media Examiner, Content Copyright Presenter • Do not distribute 15
  15. 15. Reality Perception 16
  16. 16. Defense
  17. 17. Lawyers Approve the Plan, Not the Response
  18. 18. What’s a Crisis?  It impacts clients, prospects and/or your reputation.  It has momentum and is growing.  There’s no immediate remedy 19
  19. 19. Don’t Feed the Trolls  Stay on your turf  Recruit your fans  Defend yourself 20
  20. 20. Blunders  Stay on your turf Acknowledge  Recruit your fans Apologize  Defend yourself Assert Assess Act Credit: Jason Falls Abdicate 21
  21. 21. This  Since @GeniusPack hasn’t followed me, I couldn’t send them a private message even if I wanted to.Design ©2012 Social Media Examiner, Content Copyright Presenter • Do not distribute 22
  22. 22. ThisDesign ©2012 Social Media Examiner, Content Copyright Presenter • Do not distribute 23
  23. 23. Blunders  Stay on your turf  Recruit your fansDon’t be anonymous, empower your staff, solve the problem  Defend yourself 24
  24. 24. Empower 25
  25. 25. Contact Doug, Marty or Jenn DK New Media 120 E Market St, Suite 940 Indianapolis, IN 46204 317.456.2564 info@dknewmedia.com Marketing Tech Blog http://www.marketingtechblog.com

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