1. Talk to your social media team.
What are they planning?
What social media do they use?
How do they monitor?
What is the plan to respond?
How can you work together?
2. Get familiar with social media.
Select one social network to begin.
Schedule time to get familiar.
Use social to solve a problem, answer a question, fill a need.
Word of mouth
Relationships and trust
3. Serve as the subject matter expert for the
You know the right topics, resources, etc.
You will know who needs to know what and when.
Your team knows the local areas where they live and where they are
sent to respond.
4. Be prepared to help respond.
Find the right people on your team to help.
• People who know what needs to be said and can help plan in advance.
• People who can keep a cool head and help respond in the moment.
• Provide training (your communication team can help).
Create standard answers to common questions.
• What information do customers need?
• What messages do you need to get out?
• What questions do you get asked that can be answered up front?
Open lines of communication between your team and the social
5. Be proactive before a CAT.
Practice with smaller weather events.
Always think, what does our customer need to know?
“As I read the tweets and constant flourish of updates,
I realized the social media component would serve as
my tool to help John Bailey Company clients and
others to get started with their claims and help answer
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