CIPR Social Media Conference 2013 - Sue llewellyn

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CIPR Social Media Conference 2013 - Sue llewellyn

  1. 1. SHARE THIS LIVE SOCIAL MEDIA CONFERENCE 2013 11 JULY, LONDON #CIPRSM
  2. 2. SHARE THIS LIVE SOCIAL MEDIA CONFERENCE 2013 #CIPRSM @suellewellyn
  3. 3. #CIPRSM Ultra Social client list © Ultra Social Ltd
  4. 4. #CIPRSM • Over 4,000 people trained so far – including a few familiar faces Ultra Social © Ultra Social Ltd
  5. 5. #CIPRSM Real-time news became reality The start of social at the BBC © Ultra Social Ltd The audience knew more than we did 7 July 2005 15 January 2009
  6. 6. #CIPRSM As soon as anything happens it’s all over Twitter News travels fast, bad news travels faster and the media is all over it …and you Real-time news © Ultra Social Ltd
  7. 7. #CIPRSM Now everyone’s a reporter © Ultra Social Ltd 2005 2013
  8. 8. #CIPRSM • Primary sources eg. Eyewitnesses • Rogue employees • Dissatisfied customers • Protestors/Activists • Whistleblowers • Official sources Potential sources of bad news © Ultra Social Ltd
  9. 9. #CIPRSM WTF? © Ultra Social Ltd • Have an answer for everything: Who, What, Why, When, Where, How • Be honest, be human, be visible
  10. 10. #CIPRSM • Get your ‘Situation Room’ ready • Undertake a complete Risk Assessment • Think like a journalist What could possibly go wrong? © Ultra Social Ltd http://www.dorkly.com/picture/15406/situation-room-justice-league
  11. 11. #CIPRSM 1. Regret 2. Reassurance 3. Responsibilty 4. Remedy 5. Restitution … and remember, real people = real response 5 Rs of Crisis response © Ultra Social Ltd
  12. 12. #CIPRSM • (Mis)information overload • Crowdsourced confusion • Lack of verification • Delegation of trust – people repeating mistakes • In times of crisis, people still turn to trusted media institutions like the BBC • ‘never wrong for long’ does not apply to one’s reputation Lessons from Boston © Ultra Social Ltd
  13. 13. #CIPRSM One more slide to come! © Ultra Social Ltd • Tips • Tips
  14. 14. #CIPRSM Key lesson from Egypt etc © Ultra Social Ltd
  15. 15. #CIPRSM Don’t wait for disaster to strike “It took us 5 years to change and was prompted by crisis. Others will do better by changing before a crisis hits them.” © Ultra Social Ltd
  16. 16. #CIPRSM Crisis what crisis? © Ultra Social Ltd
  17. 17. #CIPRSM Thanks for listening If you need any help or advice, you can find me on Twitter @suellewellyn Weigh up risk v reward © Ultra Social Ltd

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