we are social
Social media tsunami
Surviving the deluge
we are social
social
media
We help brands
we are social
Nestle
Social media attacks = #FAIL
we are social
The trigger
we are social
Adding fuel to the fire
we are social
All over in 48 hours (almost)
we are social
Impacting the share price
we are social
Two months later
we are social
Eurostar
Social media attacks = WIN!
we are social
We woke up one Saturday morning
we are social
And the tsunami hit
we are social
And the tsunami hit
we are social
Once we started responding
we are social
As the week went on
we are social
As the week went on
we are social
Crisis comms
Some rules of thumb for social media
we are social
Be prepared
• Get a real-time listening &
responding programme set-up
and running:
 Monitoring software
 T...
we are social
Be prepared
• Integrate social media into
overall crisis plan
• Make sure all social media
channels operate ...
we are social
When the tsunami hits
• Track what people are
saying
• Get an initial response
live ASAP
• Use this to respo...
we are social
Managing the aftermath
• Collate questions
• Answer them as fast
as you can as FAQs
• Tell people what you
a...
we are social
Thanks
For further conversation
http://wearesocial.net
Social Media in a Corporate Context Manchester 2010 - Robin Grant, We Are Social
Social Media in a Corporate Context Manchester 2010 - Robin Grant, We Are Social
Social Media in a Corporate Context Manchester 2010 - Robin Grant, We Are Social
Social Media in a Corporate Context Manchester 2010 - Robin Grant, We Are Social
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Social Media in a Corporate Context Manchester 2010 - Robin Grant, We Are Social

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Commuter-packed trains stranded inside a tunnel. Thousands of cars recalled over safety fears. A coal ship shedding its cargo into the sea. Sound familiar? These days, the media is awash with corporate crises that have the power to scar reputations more deeply and rapidly than ever before. Social media is creating an army of citizen journalists, each with the ability to spread opinions or hearsay at dizzying speed. It’s more important than ever to ensure you have the planning, expertise and resource to manage communications during a crisis.

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Social Media in a Corporate Context Manchester 2010 - Robin Grant, We Are Social

  1. 1. we are social Social media tsunami Surviving the deluge
  2. 2. we are social social media We help brands
  3. 3. we are social Nestle Social media attacks = #FAIL
  4. 4. we are social The trigger
  5. 5. we are social Adding fuel to the fire
  6. 6. we are social All over in 48 hours (almost)
  7. 7. we are social Impacting the share price
  8. 8. we are social Two months later
  9. 9. we are social Eurostar Social media attacks = WIN!
  10. 10. we are social We woke up one Saturday morning
  11. 11. we are social And the tsunami hit
  12. 12. we are social And the tsunami hit
  13. 13. we are social Once we started responding
  14. 14. we are social As the week went on
  15. 15. we are social As the week went on
  16. 16. we are social Crisis comms Some rules of thumb for social media
  17. 17. we are social Be prepared • Get a real-time listening & responding programme set-up and running:  Monitoring software  Training programme  Robust triage process  Rules of engagement  Tone of voice guidelines  Workflow management
  18. 18. we are social Be prepared • Integrate social media into overall crisis plan • Make sure all social media channels operate in sync • Have a conversation platform ready (e.g. blog) that can be updated instantaneously
  19. 19. we are social When the tsunami hits • Track what people are saying • Get an initial response live ASAP • Use this to respond /outreach with • Buy paid search ads & ‘Promoted Tweets’ to link to it
  20. 20. we are social Managing the aftermath • Collate questions • Answer them as fast as you can as FAQs • Tell people what you are doing to fix the situation (CEO video) • Keep paid search ads & Promoted Tweets up to date
  21. 21. we are social Thanks For further conversation http://wearesocial.net

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