Social With Impact: Crisis Management In Social Media

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What is the worst that could happen...and how can you respond to it?

A quick overview of crisis management in social media. Shows best practices, examples and tips for preparing and responding to the worst.

Of course, these slides are meant to coincide with my presentation. Interested in hearing the entire thing? Contact me!

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Social With Impact: Crisis Management In Social Media

  1. 1. Social With Impact(Crisis Management in Social Media)Kat Hasenauer CornettaNorth by North Shore, June 18, 2013Tuesday, June 18, 13
  2. 2. Types of Crises: InternalTuesday, June 18, 13
  3. 3. Types of Crises: ExternalTuesday, June 18, 13
  4. 4. PreparationTuesday, June 18, 13
  5. 5. PreparationTuesday, June 18, 13
  6. 6. PreparationTuesday, June 18, 13
  7. 7. PreparationList internal and external crises.Think about how each may impact your business, and what typeof information you would need to convey to stakeholders if thatcrises were to happen.Tuesday, June 18, 13
  8. 8. Prepare your front lineTuesday, June 18, 13
  9. 9. Define social guidelinesCreate a social media policy for offices, departments andemployees, no matter how simple.Decide what content - or lack of content - could help cover youlater.Tuesday, June 18, 13
  10. 10. Look critically at contentTuesday, June 18, 13
  11. 11. Establish trust earlyMake sure your overall social strategy helps establish your trust.Tuesday, June 18, 13
  12. 12. Scheduling postsTuesday, June 18, 13
  13. 13. StaffingDefine a social spokesperson.Find a social editor, even if you’re a one personshop.Tuesday, June 18, 13
  14. 14. Crisis ResponseTuesday, June 18, 13
  15. 15. DeterminationsAcknowledge the crisis.Tuesday, June 18, 13
  16. 16. Decide what you will share.Especially if some legal ramifications exists regarding goinginto detail.Define your chosen news source.In an external crisis, you may want to stick with one sourcethat you trust if you are retweeting or sharing public safetyinformation.DeterminationsTuesday, June 18, 13
  17. 17. Where should you reference?Tuesday, June 18, 13
  18. 18. Be committedWe now live in a world where a significant amount of ourpopulation will be looking to social media for crucial updates.Stay committed to updating social, as well as any other webproperties that you may be linking to.Tuesday, June 18, 13
  19. 19. Be appropriateScribble and throw if you need.Emotions run high - acknowledge close to thelevel that the initial reply is at.Realize what is important and what isn’t.Tuesday, June 18, 13
  20. 20. Pass the batonTuesday, June 18, 13
  21. 21. Be appropriateTuesday, June 18, 13
  22. 22. Be appropriateTuesday, June 18, 13
  23. 23. Be appropriateTuesday, June 18, 13
  24. 24. Reflect and processSometimes silence is appropriate.Signal your audience to reflect if you need to.Tuesday, June 18, 13
  25. 25. Difficult, but worth itTuesday, June 18, 13
  26. 26. For moreAdditional material as well as a PDF of theworksheet available at: http://bit.ly/SMCrisisKatTuesday, June 18, 13

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