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Social Media Crisis Management Framework
 

Social Media Crisis Management Framework

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Blugrapes is a digital marketing consultancy specializing in mobile marketing and social media marketing. ...

Blugrapes is a digital marketing consultancy specializing in mobile marketing and social media marketing.

This social media crisis management framework was presented at the National Sales and Marketing Congress 2011. This framework was developed by Blugrapes to help marketers manage social media controversies. It contains Blugrapes’ experiences and best practices across multiple industries. The framework is not an attempt to impress you, but rather to impress upon you on the importance of always being prepared for it.

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    Social Media Crisis Management Framework Social Media Crisis Management Framework Presentation Transcript

    • Crisis Management forSocial Media Controversies 30th October 2011
    • Before We BeginINTRODUCTIONS We make Digital Marketing better.
    • We make Digital Marketing better.
    • Social Media Crisis ManagementTHE FRAMEWORK We make Digital Marketing better.
    • Crisis - Three Major PhasesPre-Crisis Crisis Management Post-Crisis We make Digital Marketing better.
    • Crisis Management Framework Appoint Understand• Appoint a crisis • Understand the root Analyze management team cause and consumers • Classify the issues Develop • Discover the root cause• Develop plans and Respond • Learn and improve the policies system • Funnel the responses Listen • Match the platform • Approach the issue• Listen and monitor Avoid Recover Prepare• Prepare the infrastructure • Avoid issues that add trouble • Rebuild the foundation Establish • Improve on the Deploy infrastructure • Place preventive• Establish and own key communication channels measures • Put plans to use Pre-crisis Crisis Post-Crisis We make Digital Marketing better.
    • Phase 1 of 3PRE-CRISIS We make Digital Marketing better.
    • Pre-Crisis Activities 1.  Appoint 2.  Develop 3.  Listen 4.  Prepare 5.  EstablishPre-Crisis We make Digital Marketing better.
    • Appoint (1/5) Crisis Management TeamPre-Crisis | Appoint
    • Develop (2/5) •  Plans •  PoliciesPre-Crisis | Develop We make Digital Marketing better.
    • Listen (3/5) •  Free •  Premium •  Basic •  ExpertsPre-Crisis | Listen We make Digital Marketing better.
    • Prepare (4/5) • Crisis management tools • Conduct crisis drillsPre-Crisis | Prepare We make Digital Marketing better.
    • Establish (5/5) •  Official social media channels •  Official brand communities •  Brand advocatesPre-Crisis | Establish We make Digital Marketing better.
    • Phase 2 of 3CRISIS MANAGEMENT We make Digital Marketing better.
    • Crisis Activities 1.  Understand 2.  Respond 3.  Avoid 4.  DeployCrisis We make Digital Marketing better.
    • Understand (1/4) •  Consumer •  ClassificationCrisis | Understand We make Digital Marketing better.
    • Respond (2/4) •  Funnel •  Match •  ApproachCrisis | Respond We make Digital Marketing better.
    • Avoid (3/4) •  Get defensive •  Attack •  IgnoreCrisis | Avoid We make Digital Marketing better.
    • Deploy (4/4) •  Crisis Management Tools •  Prepared PlansCrisis | Deploy We make Digital Marketing better.
    • Phase 3 of 3POST-CRISIS We make Digital Marketing better.
    • Post-Crisis Activities 1.  Analyze 2.  RecoverPost – Crisis We make Digital Marketing better.
    • Analyze (1/2) • Root cause • Learn • ImprovePost – Crisis | Analyze We make Digital Marketing better.
    • Recover (2/2) • Rebuild • Improve • PreventPost – Crisis | Recover We make Digital Marketing better.
    • Before We EndCONCLUSION We make Digital Marketing better.
    • Social Media = Amplifier
    • Our Take“The best managementof social media crisis are those that even consumers are not aware about”We make Digital Marketing better.
    • The Beginning Presented Framework The real work loadWe make Digital Marketing better.
    • We make Digital Marketing better.
    • Thank You!http://www.blugrapes.comhttp://www.fb.com/Blugrapes
    • About BlugrapesBlugrapes is a leading digital marketing consultancy that specializes in thedesign, deployment and delivery of social media and mobile marketingsolutions. To date, it has built Facebook communities of over 700,000 fansand delivered more than 2.4 billion users’ clicks for global brands. Blugrapesleverages marketing expertise with technological know-how to deliverinnovative solutions to clients that include Fortune 500 companies such asCoca-Cola, Hewlett-Packard, Intel, Dell, Lenovo, Samsung and L’Oreal,among many others. Blugrapes is committed to driving performance formarketing by emphasizing accountability in its practices.Find out more at www.blugrapes.com.
    • Disclaimers•  The information provided by Blugrapes Pte Ltd is intended to provide general marketing information to their clients and partners. Users of the reports are advised that: –  The information provided does not replace or alter the laws of Singapore and other official guidelines or requirements. –  Users of Blugrapes reports should take specific advice from qualified professional people before undertaking any action following information received from the reports. –  Blugrapes does not accept any responsibility or liability whatsoever whether in contract, tort, equity or otherwise for any action taken as a result of reading, or reliance placed on the reports because of having read, any part, or all, of the information in the reports or for any error, inadequacy, deficiency, flaw in or omission from the information provided in the reports. –  All links and references to other websites, organisations or people not within the Blugrapes reports and website are provided for convenience only and should not be taken as endorsement of those websites or information contained in those websites nor of organisations or people referred to. –  Blugrapes also does not implicitly or impliedly endorse any website, organisation or people who have off-site links to the Blugrapes website. –  This report and the data contained therein are campaign specific. BluGrapes Pte. Ltd. makes no claim as to their validity beyond the scope of this campaign. –  This report and the data contained therein are provided for the client’s internal use only. No portion of this report may be published unless with specific permission from BluGrapes Pte. Ltd.