Crisis management    and the role of social media                NATAŠA MIĆEVIĆ                  500391/2010
CRISIS MANAGEMENT                                      • Prior to the event   A process          Pre-crisis              ...
TYPES OF CRISIS                                  Technological                 Organizational                             ...
SOCIAL MEDIA IS A WAY OF THINKING…ANDMARKETING    More than 1 billion    users                    An interaction    500 m...
THE IMPORTANCE OF SOCIAL MEDIA IN CRISISMANAGEMENT   Spending time….   Impossible to ignore   Sharing feelings   “List...
SOCIAL MEDIA + CRISIS MANAGEMENT?1.     Keep everything under control2.     Time lost is never found again3.     No more s...
EXAMPLE NO. 1 - CHRYSLER   Chrysler + NMS (SMM company) = “The F word” ->    employee fired, NMS lost the contract
EXAMPLE NO. 2 – THE RED CROSS
QUESTIONS?THANK YOU 
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Crisis management

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  • - Negative publicity for both sides.
  • Crisis management

    1. 1. Crisis management and the role of social media NATAŠA MIĆEVIĆ 500391/2010
    2. 2. CRISIS MANAGEMENT • Prior to the event A process Pre-crisis Warning • Indications Making decisions • Significant impacts Crisis point The aim • The worst is over Recovery Crisis vs. Risk • Repairing the Post-crisis organization 5 stages:
    3. 3. TYPES OF CRISIS Technological Organizational Rumors misdeeds Malevolence Crisis Confrontation Workplace Natural violence disaster Man-made disasters
    4. 4. SOCIAL MEDIA IS A WAY OF THINKING…ANDMARKETING More than 1 billion users  An interaction 500 million users  Sharing, posting, comm enting….. 1 billion users  The #1 activity on the 200 million users Web 50 million users
    5. 5. THE IMPORTANCE OF SOCIAL MEDIA IN CRISISMANAGEMENT Spending time…. Impossible to ignore Sharing feelings “Listen”  Good news travel fast, BUT…
    6. 6. SOCIAL MEDIA + CRISIS MANAGEMENT?1. Keep everything under control2. Time lost is never found again3. No more secrets4. Do not pretend that you’re right if you’re wrong5. Don’t raise your voice6. Train your army7. Search engines8. Different languages for different platforms9. Better to be safe than sorry10. Keep calm and social media “The only thing worse than being talked about is not being talked about.” Oscar Wilde
    7. 7. EXAMPLE NO. 1 - CHRYSLER Chrysler + NMS (SMM company) = “The F word” -> employee fired, NMS lost the contract
    8. 8. EXAMPLE NO. 2 – THE RED CROSS
    9. 9. QUESTIONS?THANK YOU 

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