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Crisis comms in the age of social media
Crisis comms in the age of social media
Crisis comms in the age of social media
Crisis comms in the age of social media
Crisis comms in the age of social media
Crisis comms in the age of social media
Crisis comms in the age of social media
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Crisis comms in the age of social media

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  • 1. Crisis comms In the age of social media
  • 2. Be prepared <ul><li>Get a real-time listening & responding programme set-up and running: </li></ul><ul><ul><li>Monitoring software </li></ul></ul><ul><ul><li>Training programme </li></ul></ul><ul><ul><li>Robust triage process </li></ul></ul><ul><ul><li>Rules of engagement </li></ul></ul><ul><ul><li>Tone of voice guidelines </li></ul></ul><ul><ul><li>Workflow management </li></ul></ul>
  • 3. Listening & responding process <ul><ul><li>Review </li></ul></ul><ul><ul><li>monthly report for insights and actionable intel. Longer term, identify trends to help guide future strategy. </li></ul></ul>Identify those that are asking questions Make sense of the conversation - filter for items we can respond to, remove off-topic conversation, categorise each item Assess the most appropriate response (eg. leave , respond publicly, respond privately, escalate). Assign responsibility via online ticketing system
  • 4. Be prepared <ul><li>Integrate social media into overall crisis plan </li></ul><ul><li>Make sure all social media channels operate in sync </li></ul><ul><li>Have a conversation platform ready (e.g. blog) that can be updated instantaneously </li></ul>
  • 5. When the tsunami hits <ul><li>Track what people are saying </li></ul><ul><li>Get an initial response live ASAP </li></ul><ul><li>Use this to respond /outreach with </li></ul><ul><li>Buy paid search ads & ‘Promoted Tweets’ to link to it </li></ul>
  • 6. Managing the aftermath <ul><li>Collate questions </li></ul><ul><li>Answer them as fast as you can as FAQs </li></ul><ul><li>Tell people what you are doing to fix the situation (CEO video) </li></ul><ul><li>Keep paid search ads & Promoted Tweets up to date </li></ul>
  • 7. Thanks For further conversation http://wearesocial.net

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