Social Media Webinar Series      In association with          For further webinars visit:         www.enetrust.com/webinar
Social media crisismanagement.
What is a ‘social          media crisis’?Copyright Deer Digital Ltd. 2012
2012                                   Social media                                      crisis?Copyright Deer Digital Ltd...
2012                              !                Dissatisfied                 customer                                  ...
2012                              !                       !                Dissatisfied                      Accidental   ...
2012                              !                       !                Dissatisfied                      Accidental   ...
2012                              !                       !                Dissatisfied                      Accidental   ...
2012         Poll! Have you experienced         a ‘social media crisis’?Copyright Deer Digital Ltd. 2012
#fail.Copyright Deer Digital Ltd. 2012
2012Copyright Deer Digital Ltd. 2012
2012Copyright Deer Digital Ltd. 2012
2012                                   “Of course we’d never mean to offend anyone and                                   w...
2012                                   “Of course we’d never mean to offend anyone and                                   w...
2012Copyright Deer Digital Ltd. 2012
2012                           Slow responseCopyright Deer Digital Ltd. 2012
2012                           Slow response                      Didn’t utilise social                      channel poten...
2012                           Slow response                      Didn’t utilise social                      channel poten...
2012                                              Other businesses                           Slow response       provided ...
2012                                              Other businesses                           Slow response       provided ...
2012                                               Other businesses                           Slow response        provide...
2012                                               Other businesses                           Slow response        provide...
How to avoid a          social media crisis.Copyright Deer Digital Ltd. 2012
2012         Poll! Does your business         have a social media policy?Copyright Deer Digital Ltd. 2012
2012         Step 1: Provide guidelines.Copyright Deer Digital Ltd. 2012
2012                                   Resource!      http://socialmediagovernance.com/policies.phpCopyright Deer Digital ...
2012                                   Social Media Guidelines                                   ChecklistCopyright Deer D...
2012                                   Social Media Guidelines                                   Checklist                ...
2012                                   Social Media Guidelines                                   Checklist                ...
2012                                   Social Media Guidelines                                   Checklist                ...
2012                                   Social Media Guidelines                                   Checklist                ...
2012                                   Social Media Guidelines                                   Checklist                ...
2012         Step 2: Have an action plan.Copyright Deer Digital Ltd. 2012
2012           CRISIS ACTION               PLAN!Copyright Deer Digital Ltd. 2012
2012                                   1. Map out potential circumstances           CRISIS ACTION               PLAN!Copyr...
2012                                   1. Map out potential circumstances           CRISIS ACTION                         ...
2012                                   1. Map out potential circumstances           CRISIS ACTION                         ...
2012         Step 3: Arm your team with         know.Copyright Deer Digital Ltd. 2012
2012         Step 4: Be ready, listen to         your audience.Copyright Deer Digital Ltd. 2012
2012                                   Community                                    ManagersCopyright Deer Digital Ltd. 2012
2012                                   Community        Notifications               ManagersCopyright Deer Digital Ltd. 2012
2012                                   Community        Notifications               Managers                              ...
2012                                   Community        Notifications               Managers                              ...
2012         Step 5: Treat people the         same way you would offline.Copyright Deer Digital Ltd. 2012
IF it happens.Copyright Deer Digital Ltd. 2012
2012                                    Guiding                                   principlesCopyright Deer Digital Ltd. 2012
2012                                   Use your action                                        plan                        ...
2012                                   Use your action                Acknowledge                                        p...
2012                                   Use your action                Acknowledge                                        p...
2012                                   Use your action                  Acknowledge                                       ...
2012                                   Use your action                  Acknowledge                                       ...
2012         Poll! How would you react?Copyright Deer Digital Ltd. 2012
2012                                   Scenario 1Copyright Deer Digital Ltd. 2012
2012                                   Scenario 2Copyright Deer Digital Ltd. 2012
Getting creative.Copyright Deer Digital Ltd. 2012
2012Copyright Deer Digital Ltd. 2012
2012Copyright Deer Digital Ltd. 2012
2012Copyright Deer Digital Ltd. 2012
Questions?Copyright Deer Digital Ltd. 2012
Social Media Webinar Series           For further webinars visit:          www.enetrust.com/webinar          http://www.bg...
Upcoming SlideShare
Loading in …5
×

Business Gateway - Social Media Crisis Management

260 views

Published on

What is a social media crisis, how to avoid it and what to do if it happens.

Published in: Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
260
On SlideShare
0
From Embeds
0
Number of Embeds
58
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Business Gateway - Social Media Crisis Management

  1. 1. Social Media Webinar Series In association with For further webinars visit: www.enetrust.com/webinar
  2. 2. Social media crisismanagement.
  3. 3. What is a ‘social media crisis’?Copyright Deer Digital Ltd. 2012
  4. 4. 2012 Social media crisis?Copyright Deer Digital Ltd. 2012
  5. 5. 2012 ! Dissatisfied customer Social media crisis?Copyright Deer Digital Ltd. 2012
  6. 6. 2012 ! ! Dissatisfied Accidental customer post Social media crisis?Copyright Deer Digital Ltd. 2012
  7. 7. 2012 ! ! Dissatisfied Accidental customer post Social media crisis? ! Campaign gone wrongCopyright Deer Digital Ltd. 2012
  8. 8. 2012 ! ! Dissatisfied Accidental customer post Social media crisis? ! ! Campaign gone wrong Disgruntled employeeCopyright Deer Digital Ltd. 2012
  9. 9. 2012 Poll! Have you experienced a ‘social media crisis’?Copyright Deer Digital Ltd. 2012
  10. 10. #fail.Copyright Deer Digital Ltd. 2012
  11. 11. 2012Copyright Deer Digital Ltd. 2012
  12. 12. 2012Copyright Deer Digital Ltd. 2012
  13. 13. 2012 “Of course we’d never mean to offend anyone and when we put the email out yesterday it came from a good place. Retail stores are the lifeline of a brand like ours so when they are closed, we need to come up with ways to make up for that lost revenue. People forget how expensive it is to run a Made in USA brand like American Apparel and if we made a mistake here it came from the good place of trying to keep the machine going–for the sake of our employees and stakeholders.”Copyright Deer Digital Ltd. 2012
  14. 14. 2012 “Of course we’d never mean to offend anyone and when we put the email out yesterday it came from a good place. Retail stores are the lifeline of a brand like ours so when they are closed, we need to come up with ways to make up for that lost revenue. People forget how expensive it is to run a Made in USA brand like American Apparel and if we made a mistake here it came from the good place of trying to keep the machine going–for the sake of our employees and stakeholders.”Copyright Deer Digital Ltd. 2012
  15. 15. 2012Copyright Deer Digital Ltd. 2012
  16. 16. 2012 Slow responseCopyright Deer Digital Ltd. 2012
  17. 17. 2012 Slow response Didn’t utilise social channel potentialCopyright Deer Digital Ltd. 2012
  18. 18. 2012 Slow response Didn’t utilise social channel potential Weak web communicationCopyright Deer Digital Ltd. 2012
  19. 19. 2012 Other businesses Slow response provided better information Didn’t utilise social channel potential Weak web communicationCopyright Deer Digital Ltd. 2012
  20. 20. 2012 Other businesses Slow response provided better information @BPGlobalPR Didn’t utilise social parody twitter channel potential account Weak web communicationCopyright Deer Digital Ltd. 2012
  21. 21. 2012 Other businesses Slow response provided better information @BPGlobalPR Didn’t utilise social parody twitter channel potential account Weak web Firefox plugin & logo communication competitionCopyright Deer Digital Ltd. 2012
  22. 22. 2012 Other businesses Slow response provided better information @BPGlobalPR Didn’t utilise social parody twitter channel potential account Weak web Firefox plugin & logo communication competitionCopyright Deer Digital Ltd. 2012
  23. 23. How to avoid a social media crisis.Copyright Deer Digital Ltd. 2012
  24. 24. 2012 Poll! Does your business have a social media policy?Copyright Deer Digital Ltd. 2012
  25. 25. 2012 Step 1: Provide guidelines.Copyright Deer Digital Ltd. 2012
  26. 26. 2012 Resource! http://socialmediagovernance.com/policies.phpCopyright Deer Digital Ltd. 2012
  27. 27. 2012 Social Media Guidelines ChecklistCopyright Deer Digital Ltd. 2012
  28. 28. 2012 Social Media Guidelines Checklist Governance for personal useCopyright Deer Digital Ltd. 2012
  29. 29. 2012 Social Media Guidelines Checklist Governance for personal use Governance for professional useCopyright Deer Digital Ltd. 2012
  30. 30. 2012 Social Media Guidelines Checklist Governance for personal use Governance for professional use Ownership of company accounts and contentCopyright Deer Digital Ltd. 2012
  31. 31. 2012 Social Media Guidelines Checklist Governance for personal use Governance for professional use Ownership of company accounts and content Liability/disciplineCopyright Deer Digital Ltd. 2012
  32. 32. 2012 Social Media Guidelines Checklist Governance for personal use Governance for professional use Ownership of company accounts and content Liability/discipline Account securityCopyright Deer Digital Ltd. 2012
  33. 33. 2012 Step 2: Have an action plan.Copyright Deer Digital Ltd. 2012
  34. 34. 2012 CRISIS ACTION PLAN!Copyright Deer Digital Ltd. 2012
  35. 35. 2012 1. Map out potential circumstances CRISIS ACTION PLAN!Copyright Deer Digital Ltd. 2012
  36. 36. 2012 1. Map out potential circumstances CRISIS ACTION 2. Develop escalation process PLAN!Copyright Deer Digital Ltd. 2012
  37. 37. 2012 1. Map out potential circumstances CRISIS ACTION 2. Develop escalation process PLAN! 3. Assign responsibilityCopyright Deer Digital Ltd. 2012
  38. 38. 2012 Step 3: Arm your team with know.Copyright Deer Digital Ltd. 2012
  39. 39. 2012 Step 4: Be ready, listen to your audience.Copyright Deer Digital Ltd. 2012
  40. 40. 2012 Community ManagersCopyright Deer Digital Ltd. 2012
  41. 41. 2012 Community Notifications ManagersCopyright Deer Digital Ltd. 2012
  42. 42. 2012 Community Notifications Managers www.google.com/alertsCopyright Deer Digital Ltd. 2012
  43. 43. 2012 Community Notifications Managers www.google.com/alertsCopyright Deer Digital Ltd. 2012
  44. 44. 2012 Step 5: Treat people the same way you would offline.Copyright Deer Digital Ltd. 2012
  45. 45. IF it happens.Copyright Deer Digital Ltd. 2012
  46. 46. 2012 Guiding principlesCopyright Deer Digital Ltd. 2012
  47. 47. 2012 Use your action plan Guiding principlesCopyright Deer Digital Ltd. 2012
  48. 48. 2012 Use your action Acknowledge plan the problem Guiding principlesCopyright Deer Digital Ltd. 2012
  49. 49. 2012 Use your action Acknowledge plan the problem Guiding principles Be empatheticCopyright Deer Digital Ltd. 2012
  50. 50. 2012 Use your action Acknowledge plan the problem Guiding principles Be empathetic Never delete commentsCopyright Deer Digital Ltd. 2012
  51. 51. 2012 Use your action Acknowledge plan the problem Guiding principles Be empathetic Put your hands up Never delete commentsCopyright Deer Digital Ltd. 2012
  52. 52. 2012 Poll! How would you react?Copyright Deer Digital Ltd. 2012
  53. 53. 2012 Scenario 1Copyright Deer Digital Ltd. 2012
  54. 54. 2012 Scenario 2Copyright Deer Digital Ltd. 2012
  55. 55. Getting creative.Copyright Deer Digital Ltd. 2012
  56. 56. 2012Copyright Deer Digital Ltd. 2012
  57. 57. 2012Copyright Deer Digital Ltd. 2012
  58. 58. 2012Copyright Deer Digital Ltd. 2012
  59. 59. Questions?Copyright Deer Digital Ltd. 2012
  60. 60. Social Media Webinar Series For further webinars visit: www.enetrust.com/webinar http://www.bgateway.com/ In association with

×