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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. … 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. 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. 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. 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. 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. 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. Thank you! © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.