CIPR Social Media Conference 2013 - Steph gray

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CIPR Social Media Conference 2013 - Steph gray

  1. 1. The seven habits of highly effective crisis communicators @socialsimulator
  2. 2. Theory meets painful reality • Who has sign off on social media channels in a crisis? • How do tone of voice and messaging change? • Can you resource social for a 24/7 crisis over several days? EvaluationResolutionMaintenanceInitial eventPre-crisis
  3. 3. Web-based simulations with live roleplayers
  4. 4. Making it feel real and unpleasant
  5. 5. 1. They’re quick to the first response
  6. 6. 2. They establish and update a single source of truth
  7. 7. 3. They don’t give up on customer service
  8. 8. 4. They use different digital channels intelligently
  9. 9. 5. They’re ready to go deep and wide
  10. 10. 6. They tap into partners and the community
  11. 11. 7. They remember their staff are people
  12. 12. Developing the skills to handle social media in a crisis socialsimulator.com Photo credits: enriquelin - http://www.flickr.com/photos/38228919@N07/7470528270/ thepicturedrome - http://www.flickr.com/photos/55637931@N03/6334628811 raver_mikey - http://www.flickr.com/photos/raver_mikey/8593084575 afeman - http://www.flickr.com/photos/afeman/65343543 OZinOH - http://www.flickr.com/photos/75905404@N00/7126146307 tescofoodnews.com

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