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Hang Seng Management College | April 2015
CPC&
NO TIME TO THINK
HOW TO RESPOND TO NEGATIVE
INCIDENTS USING SOCIAL MEDIA
© 2015 CPC & Associates. All rights reserved
CPC&
2
• Accountability
• Transparency
• Authenticity
• Consistency
• Customers
• Civil groups
• Competitors
• Employees
• Globalisation
• Digitisation
• Tribalism
• Activism
INCIDENT CRISIS
PROBLEM ISSUE
-SEVERITY+
- LONGEVITY +
3
CPC&
Types of negative situations
© 2015 CPC & Associates. All rights reserved
• Political pressure
• Regulatory changes
• Religious/cultural/political
controversies
• Societal outrage
• Cyber attacks
• Health scares
• Hostile takeover bids
• Natural disasters
• Political unrest
• Sabotage & extortion
• Corporate/strategic failure
• Corporate governance failure
• Fraud/malpractice
• Poor employee behaviour
• CEO dismissal
• Employee injuries/death
• Industrial disputes
• IT system failures
• Product quality recalls
EXTERNALINTERNAL
ISSUE-LED INCIDENT-LED
4
CPC&
Traditional Achilles Heels
© 2015 CPC & Associates. All rights reserved
• Reviews & customer service
• Marketing & social media programs
• Inappropriate employee behavior/comments
• Whistleblowing
• Confidential/proprietary information
• Privacy
• IP: impersonation, copyright, trademarks
• Rumors, misinformation, disinformation, defamation
• Smoking guns
5
CPC&
New Achilles Heels
© 2015 CPC & Associates. All rights reserved
The role of social media
IGNITE AMPLIFY SUSTAIN
Role of social media
CPC&
6© 2015 CPC & Associates. All rights reserved
CPC&
7
A. Communicate
B. Negotiate
C. Leave
D. Minimize
E. Remove
(Not So New) Response Options
© 2015 CPC & Associates. All rights reserved
I. The furious customer
II. The rogue employee
III. The hostile journalist
Three common scenarios
8
CPC&
© 2015 CPC & Associates. All rights reserved
9© 2015 CPC & Associates. All rights reserved
CPC&
10© 2015 CPC & Associates. All rights reserved
CPC&
• Nature of complaint
• Motivation
• Influence
• Velocity
• Location
• Language
Criteria to assess customer complaints
11© 2015 CPC & Associates. All rights reserved
CPC&
II
THE ROGUE EMPLOYEE
12
CPC&
© 2015 CPC & Associates. All rights reserved
13© 2015 CPC & Associates. All rights reserved
CPC&
14© 2015 CPC & Associates. All rights reserved
CPC&
15© 2015 CPC & Associates. All rights reserved
CPC&
16© 2015 CPC & Associates. All rights reserved
CPC&
17© 2015 CPC & Associates. All rights reserved
CPC&
18© 2015 CPC & Associates. All rights reserved
CPC&
19© 2015 CPC & Associates. All rights reserved
CPC&
20© 2015 CPC & Associates. All rights reserved
CPC&
21© 2015 CPC & Associates. All rights reserved
CPC&
CPC&
Contact approaches
22
• Direct & public
• Direct & private
• Indirect & public
© 2015 CPC & Associates. All rights reserved
III
THE HOSTILE JOURNALIST
23
CPC&
© 2015 CPC & Associates. All rights reserved
The new, new media culture
• Pressure on writers to post fast &
be controversial
• Compensated by page views
• Reluctance to check sources
• ‘Iterative’ journalism
• Headline click-bait
24© 2015 CPC & Associates. All rights reserved
CPC&
25© 2015 CPC & Associates. All rights reserved
CPC&
26© 2015 CPC & Associates. All rights reserved
CPC&
27© 2015 CPC & Associates. All rights reserved
CPC&
28© 2015 CPC & Associates. All rights reserved
CPC&
29© 2015 CPC & Associates. All rights reserved
CPC&
30© 2015 CPC & Associates. All rights reserved
CPC&
Be interesting
31© 2015 CPC & Associates. All rights reserved
CPC&
Be interesting
32© 2015 CPC & Associates. All rights reserved
CPC&
1. Listen
2. Move fast
3. Be accurate
4. Be open
5. Be human
6. Be proportionate.
6 tips for responding to negative incidents online
CPC&
33© 2015 CPC & Associates. All rights reserved
34
Questions
© 2015 CPC & Associates. All rights reserved
CPC&
35charliepownall.com© 2015 CPC & Associates. All rights reserved
THANK YOU.
@cpownall
+44 20 3856 3599
cp@charliepownall
charliepownall.com
CPC&

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No Time to Think. How to Respond to Negative Situations Using Social Media

  • 1. Hang Seng Management College | April 2015 CPC& NO TIME TO THINK HOW TO RESPOND TO NEGATIVE INCIDENTS USING SOCIAL MEDIA
  • 2. © 2015 CPC & Associates. All rights reserved CPC& 2 • Accountability • Transparency • Authenticity • Consistency • Customers • Civil groups • Competitors • Employees • Globalisation • Digitisation • Tribalism • Activism
  • 3. INCIDENT CRISIS PROBLEM ISSUE -SEVERITY+ - LONGEVITY + 3 CPC& Types of negative situations © 2015 CPC & Associates. All rights reserved
  • 4. • Political pressure • Regulatory changes • Religious/cultural/political controversies • Societal outrage • Cyber attacks • Health scares • Hostile takeover bids • Natural disasters • Political unrest • Sabotage & extortion • Corporate/strategic failure • Corporate governance failure • Fraud/malpractice • Poor employee behaviour • CEO dismissal • Employee injuries/death • Industrial disputes • IT system failures • Product quality recalls EXTERNALINTERNAL ISSUE-LED INCIDENT-LED 4 CPC& Traditional Achilles Heels © 2015 CPC & Associates. All rights reserved
  • 5. • Reviews & customer service • Marketing & social media programs • Inappropriate employee behavior/comments • Whistleblowing • Confidential/proprietary information • Privacy • IP: impersonation, copyright, trademarks • Rumors, misinformation, disinformation, defamation • Smoking guns 5 CPC& New Achilles Heels © 2015 CPC & Associates. All rights reserved
  • 6. The role of social media IGNITE AMPLIFY SUSTAIN Role of social media CPC& 6© 2015 CPC & Associates. All rights reserved
  • 7. CPC& 7 A. Communicate B. Negotiate C. Leave D. Minimize E. Remove (Not So New) Response Options © 2015 CPC & Associates. All rights reserved
  • 8. I. The furious customer II. The rogue employee III. The hostile journalist Three common scenarios 8 CPC& © 2015 CPC & Associates. All rights reserved
  • 9. 9© 2015 CPC & Associates. All rights reserved CPC&
  • 10. 10© 2015 CPC & Associates. All rights reserved CPC&
  • 11. • Nature of complaint • Motivation • Influence • Velocity • Location • Language Criteria to assess customer complaints 11© 2015 CPC & Associates. All rights reserved CPC&
  • 12. II THE ROGUE EMPLOYEE 12 CPC& © 2015 CPC & Associates. All rights reserved
  • 13. 13© 2015 CPC & Associates. All rights reserved CPC&
  • 14. 14© 2015 CPC & Associates. All rights reserved CPC&
  • 15. 15© 2015 CPC & Associates. All rights reserved CPC&
  • 16. 16© 2015 CPC & Associates. All rights reserved CPC&
  • 17. 17© 2015 CPC & Associates. All rights reserved CPC&
  • 18. 18© 2015 CPC & Associates. All rights reserved CPC&
  • 19. 19© 2015 CPC & Associates. All rights reserved CPC&
  • 20. 20© 2015 CPC & Associates. All rights reserved CPC&
  • 21. 21© 2015 CPC & Associates. All rights reserved CPC&
  • 22. CPC& Contact approaches 22 • Direct & public • Direct & private • Indirect & public © 2015 CPC & Associates. All rights reserved
  • 23. III THE HOSTILE JOURNALIST 23 CPC& © 2015 CPC & Associates. All rights reserved
  • 24. The new, new media culture • Pressure on writers to post fast & be controversial • Compensated by page views • Reluctance to check sources • ‘Iterative’ journalism • Headline click-bait 24© 2015 CPC & Associates. All rights reserved CPC&
  • 25. 25© 2015 CPC & Associates. All rights reserved CPC&
  • 26. 26© 2015 CPC & Associates. All rights reserved CPC&
  • 27. 27© 2015 CPC & Associates. All rights reserved CPC&
  • 28. 28© 2015 CPC & Associates. All rights reserved CPC&
  • 29. 29© 2015 CPC & Associates. All rights reserved CPC&
  • 30. 30© 2015 CPC & Associates. All rights reserved CPC&
  • 31. Be interesting 31© 2015 CPC & Associates. All rights reserved CPC&
  • 32. Be interesting 32© 2015 CPC & Associates. All rights reserved CPC&
  • 33. 1. Listen 2. Move fast 3. Be accurate 4. Be open 5. Be human 6. Be proportionate. 6 tips for responding to negative incidents online CPC& 33© 2015 CPC & Associates. All rights reserved
  • 34. 34 Questions © 2015 CPC & Associates. All rights reserved CPC&
  • 35. 35charliepownall.com© 2015 CPC & Associates. All rights reserved THANK YOU. @cpownall +44 20 3856 3599 cp@charliepownall charliepownall.com CPC&