Social Media ^crisis Management

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Social media crises are handled poorly by and large. Businesses are quite surprised when they find their "Social Media Management Policy" has failed to stop a crisis and then have no idea how to react.

It is true that social media (including social networks, such as Facebook and Twitter, as well as forums and review sites incorporating social feedback, such as Trip Advisor) present new threats to businesses by enabling any individual to post harmful information which could quickly 'go viral'.

However these new threats are no different to other business threats, in that they can be effectively handled using well established risk management techniques.

In this presentation we walk through some of the threat scenarios presented by social media then outline a framework for managing the threats.

Read full article here:
http://boomtasticapps.com/414-social-media-crisis-management

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Social Media ^crisis Management

  1. 1. Social Media Management ^ boomtasticapps you dream it. we build it. app development
  2. 2. boomtasticapps you dream it. we build it. app development
  3. 3. boomtasticapps you dream it. we build it. app development
  4. 4. boomtasticapps you dream it. we build it. app development
  5. 5. 4,570,953 Likes 216,205 Followers boomtasticapps you dream it. we build it. app development
  6. 6. boomtasticapps you dream it. we build it. app development
  7. 7. boomtasticapps you dream it. we build it. app development
  8. 8. 416,874 Likes Page managed 9am-5pm Mon-Fri boomtasticapps you dream it. we build it. app development
  9. 9. boomtasticapps you dream it. we build it. app development
  10. 10. boomtasticapps you dream it. we build it. app development
  11. 11. boomtasticapps you dream it. we build it. app development
  12. 12. 1,733,637 Followers boomtasticapps you dream it. we build it. app development
  13. 13. boomtasticapps you dream it. we build it. app development
  14. 14. boomtasticapps you dream it. we build it. app development
  15. 15. boomtasticapps you dream it. we build it. app development
  16. 16. boomtasticapps you dream it. we build it. app development
  17. 17. “It is better to be looked over than to be overlooked” - Mae West boomtasticapps you dream it. we build it. app development
  18. 18. Facebook: 665 million active daily users 1.1 billion active monthly users Twitter: Over 500 million accounts Over 20,000 Tweets per minute 1 Billion Tweets every 5 days boomtasticapps you dream it. we build it. Sources: statisticbrain.com Facebook Q1 2013 Earnings app development
  19. 19. boomtasticapps you dream it. we build it. app development
  20. 20. boomtasticapps you dream it. we build it. app development
  21. 21. boomtasticapps you dream it. we build it. app development
  22. 22. Burger King’s Twitter Account Before the hack: 80 thousand followers Within one hour: 116 thousand followers Seven months later: 344 thousand followers boomtasticapps you dream it. we build it. app development
  23. 23. boomtasticapps you dream it. we build it. app development
  24. 24. Seriously though… Don't Panic Anyone who hypes is selling you something Simply an extension to Risk Management Even viral stories lose momentum boomtasticapps you dream it. we build it. app development
  25. 25. boomtasticapps you dream it. we build it. app development
  26. 26. Social Media Policy: Who is authorised to post Consequences of a breach ... each situation is unique Useless unless can be enforced boomtasticapps you dream it. we build it. app development
  27. 27. boomtasticapps you dream it. we build it. app development
  28. 28. Risk Management Crisis Management Team: 1. Plan 2. Mitigate Risks 3. Act on Mishaps 4. Reassess boomtasticapps you dream it. we build it. app development
  29. 29. High Reduce Reject Medium Accept Reduce Reduce Low Accept Accept Reduce Low Impact Reduce Medium High Probability ALARP: As Low As Reasonably Practicable boomtasticapps you dream it. we build it. app development
  30. 30. High Impact Medium Low Reduce Reduce Reduce Probability Reject Accept Reduce Accept Reduce Accept Reduce Impact Low Medium Reduce High Probability Reduce Impact and / or Probability boomtasticapps you dream it. we build it. app development
  31. 31. Sample Mitigations Training / Awareness Grievance procedures Sharing information Impact to business and jobs Gain supporters in/outside boomtasticapps you dream it. we build it. app development
  32. 32. boomtasticapps you dream it. we build it. app development
  33. 33. Monitor Automated Google alerts Social Media search sites – socialmention.com – whostalkin.com – wheretweeting.com boomtasticapps you dream it. we build it. app development
  34. 34. Act Reaction time based on popularity Triage: – No way out: make comfortable – Will get better on its own: leave – Will get better with help: address! boomtasticapps you dream it. we build it. app development
  35. 35. Act: Repeat until settled: 1. Join the conversation. Often. – Empathise / Update – Do not defend – Do not attack 2. Address the problem! See it as an Opportunity! boomtasticapps you dream it. we build it. app development
  36. 36. boomtasticapps you dream it. we build it. app development
  37. 37. Did you get it right: The The The Adjust Plan? The Team? Risks? The Mitigations? Monitoring? The Actions? and Repeat! boomtasticapps you dream it. we build it. app development
  38. 38. boomtasticapps you dream it. we build it. app development
  39. 39. Extension of your Risk Management Plan – Mitigate – Monitor – Act – Reassess Educate, don’t dictate Don’t panic – opportunity to win customers boomtasticapps you dream it. we build it. app development
  40. 40. boomtasticapps you dream it. we build it. app development

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