Crisis Communications &Social Media   {   Britt Farrar, APR       Dec. 6, 2012
Uh-Oh!
Victim               Accidental               Preventable•   Natural disasters    • Technical –error       • Human error• ...
Social Care
•   Influence    •   How many followers?    •   What else are do they        discuss?•   Engagement    •   RTs?    •   Res...
Put social media policies in place:• Employee guidance• External procedures  Protect yourself.
•   Who is listening for your organization?•   When are they listening?•   What tools are you using?•   What is night and ...
Monitoring tools
•   Who can respond on behalf of your    organization?•   How nimble is your approval process?•   Do you already have an e...
•   Put all the information in one place.•   Be sorry.•   Allow complaints.•   Take it offline.•   Follow the rule of thre...
•   Build brand ambassadors in your    customers.•   Build relationships with industry    influencers.•   Arm your employe...
•   11.2M website hits in one day    •   $250,000 donation from Mayor    after the Kansas game                Bloomberg•  ...
Big Bird, Big Win
Questions?  {   Britt Farrar, APR
Upcoming SlideShare
Loading in …5
×

(Social) Media Relations: Crisis and Opportunity Management

577 views

Published on

2012 Social Media for Nonprofits Conference breakout session with Britt Farrar with CarMax and VCU

0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
577
On SlideShare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
9
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

(Social) Media Relations: Crisis and Opportunity Management

  1. 1. Crisis Communications &Social Media { Britt Farrar, APR Dec. 6, 2012
  2. 2. Uh-Oh!
  3. 3. Victim Accidental Preventable• Natural disasters • Technical –error • Human error• Workplace violence accidents • Organizational• Rumors • Technical –error misdeed• Product tampering product harm • Management • Company’s operations misconduct called into question Types of Crisis
  4. 4. Social Care
  5. 5. • Influence • How many followers? • What else are do they discuss?• Engagement • RTs? • Responses? What is a crisis for you?
  6. 6. Put social media policies in place:• Employee guidance• External procedures Protect yourself.
  7. 7. • Who is listening for your organization?• When are they listening?• What tools are you using?• What is night and weekend coverage practices? Listen.
  8. 8. Monitoring tools
  9. 9. • Who can respond on behalf of your organization?• How nimble is your approval process?• Do you already have an established presence on the major social media platforms?• What are the worse case scenarios?• Do you have standby messages in place? Have a plan before you need it.
  10. 10. • Put all the information in one place.• Be sorry.• Allow complaints.• Take it offline.• Follow the rule of three. Participate.
  11. 11. • Build brand ambassadors in your customers.• Build relationships with industry influencers.• Arm your employees with training and accurate information. Strength in numbers.
  12. 12. • 11.2M website hits in one day • $250,000 donation from Mayor after the Kansas game Bloomberg• 7,500% increase in use of #vcu • Influencers rallied around the on Twitter organization Crisis can be opportunity.
  13. 13. Big Bird, Big Win
  14. 14. Questions? { Britt Farrar, APR

×