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Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
Managing Risk and Opportunity: Volunteers and Social Media
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Managing Risk and Opportunity: Volunteers and Social Media

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  • 1. Volunteers on Social Media:Managing Risk and Opportunity <br />February 3rd, 2011<br />Presented by Jessica Reynolds, <br />Director of Communications, Volunteer Toronto<br />
  • 2. Introduction<br />Whether managing risk or managing<br />volunteers online, organizations must<br />engage in strategic planning in order to<br />leverage the opportunity social<br />media presents. <br />
  • 3. Contents<br /><ul><li>Social Media: Operational Imperative
  • 4. Risk and Opportunity Management: Policies and Procedures
  • 5. Volunteer Recruitment and Management
  • 6. Discussion / Scenarios</li></li></ul><li>Social Media is not a CHOICE<br />It is an IMPERATIVE<br />
  • 7. <ul><li>Canada ranks 12th overall for internet penetration worldwide
  • 8. Roughly 84% of Canadians use the internet
  • 9. 70% of Canadians say they use social media </li></ul>Source: Internet Global Rankings, 6S media, StatsCan<br />
  • 10. Contents<br />Your organization & brand <br />are being talked about<br />
  • 11. Contents<br />Whether you join in…<br />
  • 12. …or not.<br />
  • 13. Top-down, broadcast <br />style communication<br /> is not enough <br />
  • 14. Non Profits have <br />a choice to make <br />
  • 15. Learn to <br />adapt current communications<br />
  • 16. To engage the community<br />
  • 17. and join the <br />conversation<br />
  • 18. Or be left behind.<br />
  • 19. ?<br />
  • 20. Social media is not just<br />a set of tools<br />
  • 21. flash<br />Real Time Search<br />hashtags<br />Click-throughs<br />Fans<br />Podcasts<br />APIs<br />2.0 functionality<br />Posts<br />Admins<br />viral videos<br />handles<br />Likes<br />Keywords<br />Track Backs<br />Sites<br />Subscribers<br />FOLLOWERS<br />Links<br />Feeds<br />apps<br />Photos<br />Wikis<br />Tweets<br />Users<br />Blogs<br />Diggs<br />vlogs<br />Tags<br />Groups<br />Metrics<br />Friends<br />Bookmarks<br />UGC<br />Comments<br />Streaming<br />flags<br />Actions<br />Contacts<br />Unique visitors<br />Retweets<br />
  • 22. Used to broadcast your message <br />
  • 23. @THEWORLD I <br />love #Volunteer #Toronto because Volunteering = good<br />Pls RT<br />
  • 24. But a way to develop<br />your brand<br />
  • 25. From a two-dimensional logo<br />
  • 26. To a three-dimensional avatar<br />
  • 27. Reflecting your organization`s: <br /><ul><li>Mission
  • 28. Goals
  • 29. Value</li></li></ul><li>Does this mean organizations have complete control of their brand online?<br />
  • 30. Complete online brand control is a myth. <br />
  • 31. But sticking one’s head in the sandis not an option.<br />
  • 32. Social media is about managingrisk and leveraging opportunity.<br />
  • 33.
  • 34. How does this impact your Non Profit?<br />
  • 35. <ul><li>34% of Non Profit employees will increase technology contributions in the next year
  • 36. 52% will increase leadership</li></ul>NTEN 2010 Social Benchmarking Survey <br />
  • 37. Whether increasing usage or leadership, social media can easily eat up staff time and expose an organization to risk<br />
  • 38. Lack of:<br /><ul><li>Planning
  • 39. Training
  • 40. Collaboration</li></li></ul><li>Poor:<br /><ul><li>Risk Management
  • 41. Strategic Planning
  • 42. Implementation</li></li></ul><li>Both issues of risk and staff time can be dealt with through proper planning and the engagement of unpaid staff / volunteers<br />
  • 43. Before you get started…<br />Do you have what you need?<br />
  • 44.
  • 45. Policy Determination<br /><ul><li>Assess the landscape</li></li></ul><li>What are the potential risks for organizations engaging in social media?<br />
  • 46. Legal:<br /><ul><li>Torts
  • 47. misappropriation of personality
  • 48. Defamation
  • 49. libel and slander</li></li></ul><li>Legal:<br /><ul><li>Privacy & confidentiality
  • 50. organizational or personal information
  • 51. Electronic records
  • 52. Violation of Non Disclosure agreements</li></li></ul><li>Legal:<br /><ul><li>Ownership
  • 53. Trademark (Accounts), Copyright (Content) </li></li></ul><li>Brand:<br /><ul><li>Inappropriate Content
  • 54. Culturally incompetent or discriminatory postings
  • 55. Off-brand messages
  • 56. Inappropriate comments</li></li></ul><li>Brand:<br /><ul><li>Blurring of work & home
  • 57. Personal use of accounts
  • 58. Personal promotion
  • 59. Off-brand messages
  • 60. Inappropriate content on personal accounts </li></li></ul><li>Brand:<br /><ul><li>Inappropriate Channel
  • 61. Media requests
  • 62. Organizational contacts, partnerships</li></li></ul><li>Brand:<br /><ul><li>Inappropriate Channel
  • 63. Media requests
  • 64. Organizational contacts, partnerships</li></li></ul><li>
  • 65. Policy Determination<br /><ul><li>Evaluate current resources</li></li></ul><li>Evaluate:<br />Which of these concerns applies to you?<br />Are there additional issues that have not been addressed?<br />
  • 66. Evaluate:<br />What policiesor procedures are already in place?<br />E.G. Privacy Policy, Marketing Plan, Confidentiality Contract<br />
  • 67. Evaluate:<br />What policiesor procedures are needed?<br />E.G. Social media policy, social media strategy, brand guidelines<br />
  • 68. Evaluate:<br />Who needs to be included in the discussion and who will manage it?<br />
  • 69.
  • 70. Policy Formulation<br /><ul><li>Manage development or adjustment of existing policies</li></li></ul><li>What policies,<br />Procedures and strategies need <br />to be in place?<br />
  • 71. Minimum:<br /><ul><li>Staff/Volunteer Social Media Policy
  • 72. Social Media Strategy</li></ul>Suggested:<br /><ul><li>Branding Guidelines
  • 73. Ethics Policy and / or Privacy Policy</li></li></ul><li>Social Media Policy<br /> … what does it do?<br />
  • 74. Social Media Policies:<br /><ul><li>outline the organization’s expectations
  • 75. best practices
  • 76. minimum standards for participation</li></li></ul><li>A social media policy is not only an HR tool but a model of practice that can aid in managing behaviour and <br />perception in crisis situations.<br />
  • 77. Jeremiah Owyang of the Altimeter Group<br />
  • 78. Social Media Policies are inoculations against crisis.<br />They guide behaviour in the best of times, police it in the worst and allow formeasured response. <br />
  • 79. For example:<br /><ul><li>Paid/Unpaid staff post defamatory comments about the organization (grounds for dismissal, statement of violation for media)</li></li></ul><li>For example:<br /><ul><li>Individuals post attacks targeting the organization – internal staff response is charged, external response is moderated</li></li></ul><li>
  • 80. A Social Media <br />Policy Should…<br />
  • 81. <ul><li>Be formally integrated as a part of staff and volunteer manuals</li></li></ul><li><ul><li>Cover the basics of social media interaction for staff and volunteers</li></li></ul><li><ul><li>Set out rules / expectations around fair use of social media sites and company information, trademarks</li></li></ul><li>Social Media <br />Policy Tips<br />
  • 82. <ul><li>Start with why the policy is important to your organization – why shouldthey care?</li></li></ul><li><ul><li>Emphasize what staff and volunteers can do – use “do” more often than “don’t” to encourage use </li></li></ul><li><ul><li>Include best practices and minimum standards for participating </li></li></ul><li><ul><li>Provide common sense tips, examples and context – everyone should understand </li></li></ul><li><ul><li>Link to other existing policies, i.e. a privacy policy</li></li></ul><li>Social Media PolicyRecommendations<br />
  • 83. <ul><li>To balance risk and opportunity, try the Coordinated Model</li></li></ul><li><ul><li>Provide definitions at the start of the document, such as a one for“Personal Information”</li></li></ul><li><ul><li>Ensure that the procedures for creating and deactivating accounts are detailed</li></li></ul><li><ul><li>Highlight the connection between unacceptable behaviour in other policiesE.G. Discriminatory comments</li></li></ul><li><ul><li>Make the ramifications of failure to abide by the policy clear</li></li></ul><li><ul><li>Set expectations for use of social media off company time</li></li></ul><li><ul><li>If staff or volunteers are required to contact or consult, i.e. Media request, ensure procedure is detailed clearly</li></li></ul><li>
  • 84. Social Media Strategy<br />
  • 85. A Social Media Strategy is an <br />Internal marketing plan toguide a social media campaign in conjunction with other marketing or communications efforts.<br />
  • 86. Before you start, answer:<br /><ul><li>Why social media?
  • 87. Who will do it?
  • 88. What is our capacity limit?
  • 89. How do we currently measure our online marketing efforts?</li></li></ul><li>1. Objective / Engagement Model:<br /><ul><li>What do we want?
  • 90. How is success defined?
  • 91. What is the timeline for achievement?</li></li></ul><li>2. Audience:<br /><ul><li>Who do we need to engage?
  • 92. What are the demographic and psychographic qualities of this group?</li></li></ul><li>3. Placement:<br /><ul><li>Where are they?
  • 93. What are they doing online?</li></li></ul><li>4. Content / Key Message:<br /><ul><li>What are our key messages?
  • 94. How do we communicatethese?</li></li></ul><li>5. ROI:<br /><ul><li>How will success be measured?</li></ul> E.g. Funds raised online, visits to website, “likes”, volunteers recruited<br />
  • 95. Social Media Strategies fit within a broader communications strategy – they are not standalone.<br />
  • 96. Social media strategy<br />
  • 97.
  • 98.
  • 99. Policy Realization<br /><ul><li>Manage implementation</li></li></ul><li>To turn a strategy into a campaign you must:<br />
  • 100. 1. Acquire and/or allocate necessary time and resources<br />
  • 101. Social Media takes up a lot of time most Non Profit staff don’t have to spare. <br />
  • 102. Utilizing Volunteers can be an effective means of online outreach<br />
  • 103. But its no panacea.<br />
  • 104. Recruiting and managing Social Media Volunteers requires a different approach.<br />
  • 105. SM = game<br />Players gain and lose social capital in proportion to their perceived value and output<br />
  • 106. Volunteers will be looking for more than the standard<br /><ul><li> “Giving Back”
  • 107. Job Experience</li></li></ul><li>They’re more interested in:<br /><ul><li> Reciprocity
  • 108. Social Capital</li></li></ul><li>You need someone who is:<br /><ul><li> A good communicator
  • 109. Positive, enthusiastic
  • 110. A Problem solver
  • 111. Good at listening
  • 112. Professional</li></li></ul><li>They’re also:<br /><ul><li> Social Media Savvy
  • 113. A multi-tasker
  • 114. Familiar with online marketing</li></li></ul><li>But above all:<br />They are engaged in what you do and they reflect the audience you are seeking.<br />
  • 115. Just because..<br /><ul><li> They have a Facebook profile or Twitter account
  • 116. They’re a digital native
  • 117. They say they want to</li></li></ul><li>Doesn’t mean they are the right fit. <br />Tacit experience and active desire does not an expert make.<br />
  • 118. SM is difficult, exhausting, socially isolating and mostly thankless.<br />
  • 119. Good SM Volunteers are hard to recruit and easy to lose.<br />
  • 120. Consider hiring not one volunteer, but a team<br />
  • 121. SM Volunteer Teams can be structured like an online community moderator group<br />
  • 122. 1. Staff Supervisor<br /> 2. Volunteer admin<br />3.A. Animator<br /> 3.B. Animator<br />
  • 123. SM Volunteers should be:<br /><ul><li>Assigned tasks as if Micro-Volunteers </li></ul>I.e. short duration assignments / small chunks of bigger projects with weekly check in<br />
  • 124. SM Volunteers should be:<br /><ul><li> A formal part of the communications chain to ensure accurate information</li></li></ul><li><ul><li> Given clear expectations of desired results, including # of posts, metrics </li></li></ul><li><ul><li> Met with in person on a regular basis and recognized more frequently for their contributions</li></li></ul><li><ul><li> Expected to report frequently on progress, perceptions</li></li></ul><li>Success in managing a social media campaign is a balancing act of demand and capacity<br />
  • 125. Campaigns are hard to start and easy to kill.<br />
  • 126. <ul><li> Lack of use or engagement
  • 127. Lack of internal support
  • 128. Unrealistic goals
  • 129. Broadcasting instead of conversing
  • 130. Failing to provide value</li></li></ul><li>Limiting risk of failure includes setting expectations around management as well<br />
  • 131. <ul><li> Assign roles and responsibilities aligned to strengths</li></li></ul><li><ul><li> Ensure there are multiple admins for all accounts</li></li></ul><li><ul><li> Give specific, time sensitive goals</li></li></ul><li><ul><li> Provide and take feedback</li></li></ul><li><ul><li> Watch for burnout</li></li></ul><li>
  • 132. 2. Develop an editorial calendar<br /> and work plan<br />
  • 133. Work with all team members (Buy in) to complete the schedule and disseminate it <br />
  • 134. Include project information:<br /><ul><li> When does it start / end
  • 135. Tasks during campaign (date, medium, task owner, content)</li></li></ul><li>As the campaign progresses, add:<br /><ul><li> Unexpected events, interruptions
  • 136. Metrics gathered </li></li></ul><li>
  • 137. Policy Learning<br /><ul><li>Measure
  • 138. Restart process</li></li></ul><li>Crisis Scenarios<br />The Rogue Staff Member<br /><ul><li>A staff member bad mouths the company online, attacking a recent management decision on a personal blog</li></li></ul><li>Crisis Scenarios<br />Rogue - Notes<br /><ul><li>Personal communication of this type is not protected
  • 139. To be fired for this offense is known as being “Dooced”
  • 140. Ensure that more than the account holder (i.e. IT) has passwords and access to all accounts</li></li></ul><li>Crisis Scenarios<br />Negative Press / Public Outcry<br /><ul><li>Your organization receives negative press and/or negative public reaction and is attacked vehemently online</li></li></ul><li>Crisis Scenarios<br />Negative - Notes<br /><ul><li>Silence equals more than acquiescence online – it is much worse
  • 141. Step out in front of the issue to stay in control of your message the minute it breaks
  • 142. Keep updating to show commitment to the issue </li></li></ul><li>Crisis Scenarios<br />Cultural Incompetence<br /><ul><li>A staff member is discriminatory, e.g. uses hate speech while using their own account</li></li></ul><li>Crisis Scenarios<br />Cultural, Personal - Notes<br /><ul><li>SM policies should be linked company policy concerning discrimination
  • 143. Employees should be aware work rules no longer stop at the office door / 5pm</li></li></ul><li>Crisis Scenarios<br />Cultural Incompetence<br /><ul><li>A staff member is discriminatory, e.g. uses hate speech while using a company account, though it is registered under their name</li></li></ul><li>Crisis Scenarios<br />Cultural, Work - Notes<br /><ul><li>SM policies should be linked company policy concerning discrimination
  • 144. The same as if it had happened in person, though org could be liable
  • 145. Account access is key</li></li></ul><li>Crisis Scenarios<br />Defenders of Virtue<br /><ul><li>Volunteers not associated with communications find a rant or negative public opinion piece and respond, identifying themselves as working for the organization</li></li></ul><li>Crisis Scenarios<br />Virtue - Notes<br /><ul><li>SM Policy would prevent this
  • 146. Assess situation to see whether removal would improve situation
  • 147. Formal response should be immediately forthcoming</li></li></ul><li>Crisis Scenarios<br />Our Bad<br /><ul><li>A client complains online of poor customer service or other legitimate failings of the company</li></li></ul><li>Crisis Scenarios<br />Bad - Notes<br /><ul><li>A reasoned response, fully identifying the respondent could be appropriate
  • 148. Get in front of the situation before it grows</li></li></ul><li>Crisis Scenarios<br />Our Bad version 2<br /><ul><li>An anonymous party rants strongly about the company</li></li></ul><li>Crisis Scenarios<br />Bad 2 – Notes<br /><ul><li>Rants do not have to be responded to
  • 149. Responding can create more difficulties than not</li></li></ul><li>Crisis Scenarios<br />Privacy Violation<br /><ul><li>A staff member reveals personal information regarding a client </li></li></ul><li>Crisis Scenarios<br />Privacy - Notes<br /><ul><li>This could be a legal violation
  • 150. All comments should be immediately removed
  • 151. The individual should be contacted
  • 152. Privacy Officer must be informed immediately</li>

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