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An Evaluation of How Organistions Use Social Media to Manage Crisis Situations
What is Social Media? <ul><li>- A medium that does not just give you information but interacts with you whilst providing i...
What is Crisis Management <ul><li>- New form of management </li></ul><ul><li>-Activities include: </li></ul><ul><li>- fore...
3 types of Crisis <ul><li>- Rumours - False info </li></ul><ul><li>-Complaints- About the products </li></ul><ul><li>-Chal...
Social Media in Assisting Crisis Management <ul><li>- Companies can directly communicate with its customers/audience </li>...
Social Media in Assisting Crisis Management <ul><li>- Allows companies to track what's being said about them on the intern...
Example: Kevin Smith <ul><li>Who: Kevin Smith And Southwest Airlines </li></ul><ul><li>When: 13 Feburary 2010 </li></ul><u...
Example of the power of Social Media - Kevin Smith
Summary <ul><li>-Kevin smith took to his twitter to vent his rage at the airline </li></ul><ul><li>- the airline got wind ...
Another example... <ul><li>- Company involved was  'Cryptonite' </li></ul><ul><li>- Negative feedback </li></ul><ul><li>- ...
Why it is being utilised and the outcomes of utilisation <ul><li>- Quick and Effective </li></ul><ul><li>- Establishes and...
<ul><li>THE END! </li></ul><ul><li>Phil & Hannah  </li></ul>
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Social Media Presentation

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Transcript of "Social Media Presentation"

  1. 1. An Evaluation of How Organistions Use Social Media to Manage Crisis Situations
  2. 2. What is Social Media? <ul><li>- A medium that does not just give you information but interacts with you whilst providing information </li></ul><ul><li>-Allows for user feedback, comments or even voting! </li></ul><ul><li>-Essentially a &quot;two way street&quot; </li></ul><ul><li>- Examples include blogs (Flickr) and microblogs (Twitter) and social networking sites such as Facebook, YouTube and Myspace </li></ul>
  3. 3. What is Crisis Management <ul><li>- New form of management </li></ul><ul><li>-Activities include: </li></ul><ul><li>- forecasting potential crises </li></ul><ul><li>- planning how to deal with them </li></ul><ul><li>- Completing a crisis management plan </li></ul><ul><li>- identifying the real nature of a current crisis </li></ul><ul><li>- intervening to minimize damage </li></ul><ul><li>- recovering from the crisis </li></ul>
  4. 4. 3 types of Crisis <ul><li>- Rumours - False info </li></ul><ul><li>-Complaints- About the products </li></ul><ul><li>-Challenges- The People vs. The Corporation </li></ul>
  5. 5. Social Media in Assisting Crisis Management <ul><li>- Companies can directly communicate with its customers/audience </li></ul><ul><li>- Thus proactively communicate to their internal and external audiences in order to diminish or neutralise negative exposure </li></ul><ul><li>- Social media allows for a company to tell its story on its own terms </li></ul><ul><li>- Social media allows the company to establish an online relationship with its business communities </li></ul><ul><li>- </li></ul>
  6. 6. Social Media in Assisting Crisis Management <ul><li>- Allows companies to track what's being said about them on the internet using such tools as 'Google Alert' (Tracking) </li></ul><ul><li>- This enables companies to get wind of something in real time, before it has a chance to really ruin the image </li></ul><ul><li>- Enables companies to provide updates quite quickly to their audiences </li></ul><ul><li>- Allows for feedback and forecoming of any crisis about to hit. </li></ul><ul><li>- </li></ul>
  7. 7. Example: Kevin Smith <ul><li>Who: Kevin Smith And Southwest Airlines </li></ul><ul><li>When: 13 Feburary 2010 </li></ul><ul><li>Where: Aboard a SouthWest Airlines plane </li></ul><ul><li>How: Kevin Smith was asked to exit the plane due to safety to concerns because of his size </li></ul>
  8. 8. Example of the power of Social Media - Kevin Smith
  9. 9. Summary <ul><li>-Kevin smith took to his twitter to vent his rage at the airline </li></ul><ul><li>- the airline got wind of what was happening and responded; also using social media (their own blog, a form of crisis management) </li></ul><ul><li>- This is an example of how social media can be used to effect an image of a company or brand and for that story to go viral and get picked up by mainstream media and also an example of how companes use social media in the sitiuation of a forthcoming crisis. </li></ul>
  10. 10. Another example... <ul><li>- Company involved was 'Cryptonite' </li></ul><ul><li>- Negative feedback </li></ul><ul><li>- Made a change </li></ul>
  11. 11. Why it is being utilised and the outcomes of utilisation <ul><li>- Quick and Effective </li></ul><ul><li>- Establishes and maintains good relationships with the media and stakeholders. </li></ul><ul><li>- Companies can respond directly to the origin of where the crisis started </li></ul><ul><li>-Engagement VS. Intimidation </li></ul>
  12. 12. <ul><li>THE END! </li></ul><ul><li>Phil & Hannah </li></ul>
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