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Social Media / Crisis ManagementContext: Speed-Conversations-Tools-Transparency     Framework: Prep-Maintain-Action       ...
Social Media Crises are on the            Rise  Source	  :	  Al+meter	  Consul+ng	  :	  How	  Social	  Businesses	  Prepar...
Social Media Crises• Social Media Crises arise from anumber of different social channels•  Crises occur in every majorindu...
Why Social Media Crises Occur• More than one cause may apply•  A Crisis may be 3 levels:     •  Negative publicity     •  ...
Anatomy of a Social Media CrisisCould they be averted?   Reasons for internal Failure
Context: SpeedØ  Social channels enable information to travel    exceptionally FASTØ  Hence the need for monitoring, eff...
Context: ConversationsØ  The SOCIAL web is not only for broadcastingØ  Engaging in conversations will help build trust a...
Context: ToolsØ  Everybody has access to the same tools (including those    creating miss-information and exposing you)Ø...
Context: TransparencyØ  Today’s public value and expect TransparencyØ  The Public are extremely well informed and ready ...
How to Prepare* Altimeter define thesocial businesshierarchy as a modelof preparation to bothavoid as well as dealwith soc...
Framework : PreparationØ  1 : Preparation (foundation   –    Team for crisis (complete, trained and experienced)   –    C...
Framework : MaintainØ  2: Maintain   –    Team stays on top of processes and tools   –    All social channels live, inclu...
Framework : ActionØ  3: Action   –    Fully mobilize crisis management team   –    Execute crisis management strategy   –...
Services & RatesØ  Retainer   –  Monthly cost: $2000-$8000       •  Depending on SLA           –    Response time        ...
Thank	  you	  !	                       Ø  www.igo2group.com	                     Ø  contact@igo2group.com	  iGo2 Group P...
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Crisis Management through Social Media [FRAMEWORK]

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Two main points are evaluated in the presentation with inclusion of a process and framework:
>> Context: Speed-Conversations-Tools-Transparency
>> Framework: Prep-Maintain-Action

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Transcript of "Crisis Management through Social Media [FRAMEWORK]"

  1. 1. Social Media / Crisis ManagementContext: Speed-Conversations-Tools-Transparency Framework: Prep-Maintain-Action Services & RatesiGo2 Group Pty Ltd – Providing you smart integrated responsible social business solutions
  2. 2. Social Media Crises are on the Rise Source  :  Al+meter  Consul+ng  :  How  Social  Businesses  Prepare  
  3. 3. Social Media Crises• Social Media Crises arise from anumber of different social channels•  Crises occur in every majorindustry from manufacturing toRetail to Celebrity Source  :  Al+meter  Consul+ng  :  How  Social  Businesses  Prepare  
  4. 4. Why Social Media Crises Occur• More than one cause may apply•  A Crisis may be 3 levels: •  Negative publicity •  Negative publicity + forced changes •  Direct financial impact
  5. 5. Anatomy of a Social Media CrisisCould they be averted? Reasons for internal Failure
  6. 6. Context: SpeedØ  Social channels enable information to travel exceptionally FASTØ  Hence the need for monitoring, efficient mobilisation, and an experienced team
  7. 7. Context: ConversationsØ  The SOCIAL web is not only for broadcastingØ  Engaging in conversations will help build trust and reach that can later be leveraged to manage crisis
  8. 8. Context: ToolsØ  Everybody has access to the same tools (including those creating miss-information and exposing you)Ø  Taking into account, and/or leveraging the right tools is key
  9. 9. Context: TransparencyØ  Today’s public value and expect TransparencyØ  The Public are extremely well informed and ready to expose and harm liars
  10. 10. How to Prepare* Altimeter define thesocial businesshierarchy as a modelof preparation to bothavoid as well as dealwith social mediacrises
  11. 11. Framework : PreparationØ  1 : Preparation (foundation –  Team for crisis (complete, trained and experienced) –  Channels (established, linked, with process to adapt content) –  SEO (make sure our website and other channels are first) –  Influencers (identify them, create and maintain relationship) –  Employees (ensuring communications with all staff is ready) –  Monitoring (monitoring brand and other keywords globally) –  Strategy (define social media strategy for crisis) –  Policies are in place and understood –  Run simulations
  12. 12. Framework : MaintainØ  2: Maintain –  Team stays on top of processes and tools –  All social channels live, including internal (employees) –  Keep influencers relationships active.. –  .. & identify/engage new ones –  Run & refine monitoring constantly – always on. –  Comms to always create “channels ready” content –  Review and maintain SEO –  Refine strategy with experience and new learnings –  Basically maintain and pursue everything done in phase 1
  13. 13. Framework : ActionØ  3: Action –  Fully mobilize crisis management team –  Execute crisis management strategy –  Use all channels –  Be quick and authentic –  Leverage influencers –  Intensify and adapt monitoring –  Like in phases 1 & 2, iGo2 consultants provide support and advice, and can mobilize more ad-hoc resources
  14. 14. Services & RatesØ  Retainer –  Monthly cost: $2000-$8000 •  Depending on SLA –  Response time –  Technologies –  Dedicated/shared –  Team sizeØ  Services / all phases –  Daily rates •  Consultants: $1500 •  Certified Strategist: $2500
  15. 15. Thank  you  !   Ø  www.igo2group.com   Ø  contact@igo2group.com  iGo2 Group Pty Ltd – Providing you smart integrated responsible social business solutions
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