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Safeguarding your business 16.09.10
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Safeguarding your business 16.09.10

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  • 1. Business Continuity: What’s in it for you? Vicki Bales Peterborough City Council Resilience Services 16 th September 2010
  • 2. Business What?
  • 3. Resilience Services
    • Emergency Planning
    • Business Continuity
    • Risk Management
    • CCTV
    • Internal Health and Safety
    • Events Safety
  • 4. Emergency Planning
    • Contingency plans for incidents affecting community
    • Assist Emergency Services
    • Care for Community – displaced people etc
    • Recovery
    • Flooding, pipeline breach, terrorism, transport accident, industrial action, chemical spill, heatwave, mass fatalities, pandemic outbreak …
  • 5.  
  • 6. Business Continuity – the Council
    • Internal plans for all council services
      • Maintain and recover essential services
    • External promotion and advice to commercial and voluntary sector
      • General advice – website etc
      • Specific assistance on request
  • 7. Manchester Bombing 1996
  • 8.  
  • 9.  
  • 10.  
  • 11. Cumbria November 2009
  • 12. What’s in it for you?
    • Staff welfare and reassurance
    • Customer confidence
    • Good management decision-making
    • Protection of your reputation
    • Reduced recovery expenditure and litigation threat
    • How many of these does your insurance policy cover?
  • 13. It’s not rocket science
    • Good communications – could you contact all your staff and customers right now if you had to?
    • Store information off-site… including the BC plan!
    • Define roles and responsibilities
    • Network and share information
    • Buddy systems – buildings and services. Do you share a customer base with anyone?
  • 14. What do you do next?
    • Ask for help - lots of free advice and templates around
    • www.peterborough.gov.uk/businesscontinuity
    • The council can:
      • Help you write your plan
      • Run a group or company workshop
      • Run an exercise
    • Please ask us!
  • 15. Project ARGUS
    • Facilitated by NaCTSO and Cambridgeshire Police
    • Aimed at crowded spaces: shopping centres, sports venues, night-time economy, events etc
    • Also tailored for business/community forums
    • Interactive multi-media exercise
    • Oh and it’s free!
    • www.nactso.gov.uk
  • 16.
    • Vicki Bales: Senior Business Continuity and Risk Officer
    • Peterborough City Council
    • 01733 207208 07753 564880
    • [email_address]
    • www.peterborough.gov.uk/businesscontinuity
  • 17. The Pitfalls of Social Media Karen McNulty 16 th September 2010
  • 18. Potential Pitfalls
    • Content
    • Comments
    • Customer service
    • Spamming
    • Social crisis management
    • Time
  • 19. What happened next?
    • Millions of views on YouTube
    • Customers disgusted and posted on Twitter
    • Dominos did not have Twitter account at this point
  • 20. Content
    • Managing staff who participate
    • Longevity of content on the web
    • Lack of anonymity
    • Open and transparent – risky or right?
    • Viral nature of social media
    • Time required
    • Guidelines or policy advisable
  • 21. Content Guidelines
    • Remain open and transparent
    • Only discuss what you’re qualified to talk about
    • Think about what you’re contributing to “the conversation” (value)
    • Should be complementing corporate image of the business
    • Admit mistakes and address openly
  • 22. Vodaphone
    • More than 8,500 Vodafone customers / followers received the following content:
  • 23. Vodaphone’s (repeated) response
  • 24. Lessons
    • Impossible to cover up on social media
    • The bigger the mistake the further it will travel
    • Apologise openly, sincerely
    • Be alert to pranks
    • Always think before posting!
  • 25. Managing Comments on blogs
    • Answering
      • Address negatives
      • Thank positives
      • Build relationships
    • Blocking comments from individuals
    • Deleting or moderating
  • 26. What should you do?
    • Always allow comments
    • Set to check first ideally
    • Respond appropriately
    • Take complaints off-line and block individuals if inappropriate
  • 27. Decide who can comment Moderate Blogger.com
  • 28. Managing comments on other social networks
  • 29.  
  • 30. Customer Service
    • By being involved you can monitor your brand
    • You can respond before somebody else does
    • Provides customers with another channel to contact you
    • Positive PR magnified as a result of real time responding
    • s
  • 31. Naked Wines Example EConsultancy
  • 32.  
  • 33. Traditional tools
    • Press releases
    • Press conference
    • Video press release
    • Statements
    • Dedicated contact
    • Agreed process
    • Monitor and feedback
  • 34. Dealing with crisis socially
    • Get engaged sooner rather than later
    • Responsibilities in team
    • Social research
    • News on website
    • Blog or dedicated response page
    • Domain name?
  • 35. Social tools
    • Tracking online
    • Twitter release
    • Facebook
      • dedicated group
      • Fan page
    • YouTube video message
  • 36. Thank you.
    • For crisis management advice (on and offline), to learn how to manage your social media or how to use PR to raise your profile the right way, talk to us:
    • www.mediamatters-pr.co.uk