Case Study: Being Prepared - Managing Crisis in Social Business

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Presented at JiveWorld12, October 2012

When a crisis happens how do you know if you’re prepared? If you’ve written a plan you’re probably ahead of the game, but what happens when you actually need to call upon your plan?

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Case Study: Being Prepared - Managing Crisis in Social Business

  1. 1. Being Prepared – How To Manage Crisis in Social Business Trisha Liu @mor_trisha Enterprise Community Manager, HP ArcSight about.me/mor_trisha October 10, 2012 gplus.to/trisha.liu© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  2. 2. Attendee poll • Who has a crisis plan? • Who has called upon the crisis plan? • Did the crisis plan work as expected? • Who had an ugly experience / learning opportunity?@mor_trisha 2 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  3. 3. HP ArcSight Customer Community@mor_trisha 3 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  4. 4. HP Software Support Portal@mor_trisha 4 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  5. 5. Crisis: Customer System change@mor_trisha Image credit: liquidnight 5 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  6. 6. Protest 724@mor_trisha Image credit: Michelle Malkin 6 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  7. 7. The wrong kind of ‘viral’@mor_trisha Image credit: HikingArtist.com 7 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  8. 8. Crisis Mode How we rode out the storm@mor_trisha 8 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  9. 9. Acknowledge@mor_trisha Image credit: B Rosen 9 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  10. 10. Be empathetic@mor_trisha Image credit: cobalt123 10 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  11. 11. Don’t sugarcoat@mor_trisha Image credit: leg0fenris 11 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  12. 12. Don’t be defensive@mor_trisha Image credit: Sean MacEntee 12 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  13. 13. Find answers and post them@mor_trisha Image credit: EssG 13 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  14. 14. Escalate issues internally@mor_trisha Imag80e credit: kennymatic 14 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  15. 15. Internal Challenges Adding fuel to the fire@mor_trisha 15 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  16. 16. Can we delete comments?@mor_trisha Image credit: The Giggling Truckers Wife 16 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  17. 17. Who does what?@mor_trisha Imag credit: Marc_Smith 17 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  18. 18. The Good What went well@mor_trisha 18 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  19. 19. Community members helping each other@mor_trisha Image credit: Cristian Bernal 19 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  20. 20. Regular updates@mor_trisha Image credit: gadl 20 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  21. 21. FAQs written and posted@mor_trisha Image credit: gruntzooki 21 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  22. 22. Private@mor_trisha Image credit: Marco Bernardini 22 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  23. 23. Strong relationship with Social Media Manager@mor_trisha Image credit: crysb 23 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  24. 24. The Bad / Lessons Learned How we could have been better prepared© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  25. 25. Predicted and expected negative feedback…@mor_trisha Image credit: Sebastian Fritzon 25 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  26. 26. … but didn’t train for it@mor_trisha Image credit: Josh Fassbind 26 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  27. 27. Where are the decision makers?@mor_trisha Image credit: movedancecreate 27 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  28. 28. What’s the crisis plan?@mor_trisha Image credit: Marco Pulpolux !!! 28 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  29. 29. Recap Crisis plan (draft)@mor_trisha 29 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  30. 30. Recap@mor_trisha Image credit: net_efekt 30 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  31. 31. Crisis plan (draft) Planning: • Educate on the importance of constructive criticism • Identify key roles, responsibilities, players • Role play, train on mock crisis situation • Get decisions makers and executives into the community early Response: • Acknowledge • Be empathetic, compassionate, honest, transparent • Create FAQ docs based on the feedback • Escalate internally to co-create better processes@mor_trisha 31 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  32. 32. Thank you!© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

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