Steph Graysocialsimulator.comYes, but how wouldyou do it?
Bad news travels faster                                      The enviro                                                nme...
So what makes a social media crisis?      Individual            Corporate                           External              ...
Retail   Defence                   Aviation    Oil & Gas                   Pharma
What’s different, what’s the same?            Same                              Different•   Ownership - clear roles and  ...
Source: http://www.guardian.co.uk/uk/interactive/2011/dec/07/london-riots-twitter
So how would you do it?
A   Just delete the    tweet quicklyB   Delete, and post    an apology
A   Respond to the    forum threadB   Leave it
A   Make the filmB   Don’t make it
Block the user,A   report to Facebook    for brand violationsB   Comment on the    page
Driving a social media crisis without really trying          Be fake                                    Treat as isolated ...
And some smart ways to deal with it      Be monitoring                                      Be consistent Engage as human ...
Developing the skills to socialsimulator.comhandle social media in acrisis @socialsimulator 020 3012 1024 hello@socialsimu...
Social Simulator, presentation by Steph Gray at Social Media in a Corporate Context 2012
Social Simulator, presentation by Steph Gray at Social Media in a Corporate Context 2012
Social Simulator, presentation by Steph Gray at Social Media in a Corporate Context 2012
Social Simulator, presentation by Steph Gray at Social Media in a Corporate Context 2012
Social Simulator, presentation by Steph Gray at Social Media in a Corporate Context 2012
Social Simulator, presentation by Steph Gray at Social Media in a Corporate Context 2012
Social Simulator, presentation by Steph Gray at Social Media in a Corporate Context 2012
Social Simulator, presentation by Steph Gray at Social Media in a Corporate Context 2012
Social Simulator, presentation by Steph Gray at Social Media in a Corporate Context 2012
Social Simulator, presentation by Steph Gray at Social Media in a Corporate Context 2012
Social Simulator, presentation by Steph Gray at Social Media in a Corporate Context 2012
Social Simulator, presentation by Steph Gray at Social Media in a Corporate Context 2012
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Social Simulator, presentation by Steph Gray at Social Media in a Corporate Context 2012

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How would YOU handle social media in a crisis?

Enough of the theory - with the Social Simulation, delegates will roll up their sleeves, and put into practice the language, tools and norms of the social web for social media PR and crisis response.

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  • Social Simulator, presentation by Steph Gray at Social Media in a Corporate Context 2012

    1. 1. Steph Graysocialsimulator.comYes, but how wouldyou do it?
    2. 2. Bad news travels faster The enviro nmental campaign nt The angry comme The customer protest The accident or The staff err The misjudged humour
    3. 3. So what makes a social media crisis? Individual Corporate External Image: http://adage.com/article/digitalnext/social-media-screw-ups-a-big- missteps/146314/
    4. 4. Retail Defence Aviation Oil & Gas Pharma
    5. 5. What’s different, what’s the same? Same Different• Ownership - clear roles and • Speed responsibilities still key • Social media is driven by• Mainstream media has a trust in people, rather than vital role organisations• People want clear, • People have the tools to straightforward information investigate, speculate and mobilise
    6. 6. Source: http://www.guardian.co.uk/uk/interactive/2011/dec/07/london-riots-twitter
    7. 7. So how would you do it?
    8. 8. A Just delete the tweet quicklyB Delete, and post an apology
    9. 9. A Respond to the forum threadB Leave it
    10. 10. A Make the filmB Don’t make it
    11. 11. Block the user,A report to Facebook for brand violationsB Comment on the page
    12. 12. Driving a social media crisis without really trying Be fake Treat as isolated case Stay silent rand Focus on short term b Dismiss chatter Try to cover up
    13. 13. And some smart ways to deal with it Be monitoring Be consistent Engage as human beings Open up Focus on essentials th ise Acknowledge & empa
    14. 14. Developing the skills to socialsimulator.comhandle social media in acrisis @socialsimulator 020 3012 1024 hello@socialsimulator.com

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