Merry Crisis-mas - social media crisis briefing

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Slides from Claremont's social media crisis briefing, 14 December 2012. Simon Booth-Lucking explores the who, what, where and why of crises, and John Coventry of change.org offers his lessons from the frontline.

Business

Merry Crisis-mas
Breakfast briefing on social media
crisis management
14 December 2012

#crisismas
With discretion please!

The who, what, where and
why of social media crises
Simon Booth-Lucking,
Director of Digital at Claremont

Trust

Source: http://www.slideshare.net/EdelmanInsights/2012-edelman-trust-barometer-global-deck

http://www.nonprofitmarketingguide.com/blog/2012/02/01/the-accidental-rebranding-of-komen-for-the-cure/

Winner:

O2 customer
service

http://www.wired.co.uk/news/archive/2012-
07/17/o2-outage-social-media-masterclass

Social media crisis
management – lessons
from the front line
John Coventry, Director of
Communications at Change.org

A very modern crisis
• No reliable news cycle
• More crises
• More outlets
• People, not press powered crises
• Media savvy public - react to different things
(Argyll and Bute Vs O2)
• People treat brands as people. Personality is
crucial

Specially for NFPs
A very modern crisis
• no If you don't getcycle of criticism, even small
• reliable news a lot
• more criseshurts
criticism
• Twitter IS
• more outlets NOT the real world - don't panic but
• people, notitpress powered crises
do take seriously
• Try savvy public - react to position of a
• media and put yourself in the differentdo they want
things
consumer/donor/supporter - what
(Argyll and Bute Vs O2)
• • to hear/read?
People treat brands as people. Personality is
Be confident in the moves you make. Tone and
crucial
demeanour important.

Kicking crises in the cajones

Embed comms in organisational thinking
First response is crucial
Validators are massively helpful
Respond swiftly, deftly and succinctly
Don't take it personally.
LEARN FROM IT

Merry Crisis-mas

#crisismas
With discretion please!

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Merry Crisis-mas - social media crisis briefing

1. Merry Crisis-mas Breakfast briefing on social media crisis management 14 December 2012 #crisismas With discretion please!

2. The who, what, where and why of social media crises Simon Booth-Lucking, Director of Digital at Claremont

3. Zoom out for the big picture

4. Trust Source: http://www.slideshare.net/EdelmanInsights/2012-edelman-trust-barometer-global-deck

5. Crowd psychology #angrymob

6. Transparency

7. The digital disgruntalists

8. The live microphone

10.

11.

12.

13. The head in the sand

14.

15. Live your brand, and ensure your employees do - or you can be exposed socially, digitally and offline

16.

17. The empty chair

18. http://www.nonprofitmarketingguide.com/blog/2012/02/01/the-accidental-rebranding-of-komen-for-the-cure/

19.

20.

21. Crisis handler of the year

22. Runner-up: Jonty Olliff- Cooper, A4E

23. Winner: O2 customer service http://www.wired.co.uk/news/archive/2012- 07/17/o2-outage-social-media-masterclass

24. Social media crisis management – lessons from the front line John Coventry, Director of Communications at Change.org

25.

26. A very modern crisis • No reliable news cycle • More crises • More outlets • People, not press powered crises • Media savvy public - react to different things (Argyll and Bute Vs O2) • People treat brands as people. Personality is crucial

27. Specially for NFPs A very modern crisis • no If you don't getcycle of criticism, even small • reliable news a lot • more criseshurts criticism • Twitter IS • more outlets NOT the real world - don't panic but • people, notitpress powered crises do take seriously • Try savvy public - react to position of a • media and put yourself in the differentdo they want things consumer/donor/supporter - what (Argyll and Bute Vs O2) • • to hear/read? People treat brands as people. Personality is Be confident in the moves you make. Tone and crucial demeanour important.

28. Kicking crises in the cajones Embed comms in organisational thinking First response is crucial Validators are massively helpful Respond swiftly, deftly and succinctly Don't take it personally. LEARN FROM IT

29. Merry Crisis-mas #crisismas With discretion please!

Editor's Notes

250,000 BRITS COMPLAIN ONLINE EVERY DAY > Or 8.2m per yearmen, the under 35s and those in London most likelyDigital disgruntalists 2012 (%)Once a year 37Once every 6 months 33Once a month 13Once a week 13Once a day 3

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