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.
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