Successfully reported this slideshow.

Social Media Crisis Management

2,553 views

Published on

Social media is all the rage but what about when things go wrong? A triggering event that creates a significant disruption to an organization, puts its reputation at risk. In this presentation we'll walk you through some tried and true methodologies on how to approach crisis in your social media.

Published in: Social Media, Technology, Business
  • Be the first to comment

Social Media Crisis Management

  1. 1. CS MN EE RI A G N I S AM T A DS CA M DA N O IL E I @Jci h dr ak cr e S o
  2. 2. CS RI I S Argrg vnt tr t a i i atiutn t en eet ac a s s n cnd r i i i g h ee g s po ta o ai tnpt gtr u tn ti . o n r n ao,ui i e ti ark g zi t s p ao n s P dcRcl r ut eas o l Nt aD ats a r is r uls e E ooaR k m tnli i s F ac li i ni R k n a s
  3. 3. CS RI I S Cet aa e er oucriyhtt eo e r e lg dg e fnea tt s khl r as r e tn a a d s a d w tr ui t og cm ui tn r r noe c gh uh o m n ao. e a d n r ci S khl rne tko w ahpee ia ri t eo e edo nw htapndn cs a ds is sutn n hwi ib r ae io etf l asr . iao ad o t l ee idn r roe r su d t i wl p r d ee e
  4. 4. Gnri a r tpn fm tn, ee tg g asa oe oos an e i csseue t eo e ’bi t re r c s khl r aiyo i d a ds l t p cs io ao b u t 8 % r esn r tn y p o 0 . o fm i Cer pc cad ie cm ui t ns e. l , ei ,n t l o m n ai iky as m y c o
  5. 5. Te r icm ui t n at : h cis o m n ai m nr s c o a “ N OT MD C T L EEA OR H I C T L EEA ” O R T MS G NO H SE
  6. 6. Te r icm ui t n at : h cis o m n ai m nr s c o a “ N OT MD C T L EEA OR H I C T L EEA ” O R T MS G NO H SE inwN A L IP S IL. s o E RY M O SB E
  7. 7. Cis aaes ot u t r im ngr cni eo s n b f e wt te a eak o ea d i h sm tss f c h : I nfn w rn s n d ti a i is ei g ng g y Eatg fcv sa g r pne ncn eete t t i e oss i f i re c s Rsod g u k epni qi l n cy
  8. 8. TS AEE HI N R IS W A OC MNAO FO UC I. M ITN
  9. 9. H s nd y oi m d , at e b sc l ei e a a te en g fqi ” a cagd h m ai o“u k hs hne. n c
  10. 10. S,o cn e dp tts ohw a w aatoh i nwm d ocm ui tn e oe fo m n ao? ci
  11. 11. F t rpd i teo. r o sn s TiiH unias Flwurur. HT mEto oo pell ECo E ’ l gay R c in F oC s m fr s Ue oi m d tyuavn g s sc l ei o ordat e a a a Fdcclt . ebko c n ea l i eo
  12. 12. B r t d cs tesu a hn. e s o i ush i e t ad t s s Ogn aos rv w d s o c d lw e t yeo r i tn a i e a m r r ie hnh r r azi ee e eb e pt a rio t i w e canlbfeh nw m d . cs nh r nd hne e rt e s ei is eo s o e a Ii os’f ma rd lsuc,o en e e iceti fn i tr f n o ceie oresm oe l wl ra t b s l e.
  13. 13. Flwu wt dt la yu ee ehm oo p i e i s o rci te . l h as v I r sd o m n ao r ue ucriyFlwu wt n e e cm ui tne cs nea t oo p i ca ci d tn . l h so anucm n o sc l eiadi so di nl hr none et n oi m d n lk tadi a t s a a n t o io ao o yuw bi. n r tn n or ese fm i t Lc o rsos ao so rm r t f m&asm te os ak fepne lw f u oso o l r r su eh w r . t
  14. 14. C lcf dak rmyu s khl r oete bc f l e o or t eo es a d . Udtt mfqet ad oi t m sae ae o t pa h r uny n m dyh esg bsd nh e e e l f e e pbc r co o sc l ei A ap pa b n vi i ul’ e tn n oi m d .n pr rt r d o es is a i a a o ie a c ipr i tr e i r pcadesun yuad ne m e teoe in e etn r srg orui c. av cvg s a i e Ue n u et vi .e epni &udr ad g o t eo e . s a at n c o eB r os e ne t i ts khl r h i c s v snn a ds
  15. 15. C ANAOMNAOP N R TG C UC I L EI M ITN A D n R k ee e e i Lvl s s CetRsos P n r e epne l a a Cis r etn riPe no s v i
  16. 16. D n Rs Lvl e e i ee k s HG IH M DU E IM LW O Tr t e cn cn h a nd ot tg ee ai Btr ui s Br u eeBs es u a t n e Cn cfmm d ott ot t o ei ue a r a l I a m t yeg u n m a rrios o li oplclot rotaps i i s Cm et o Sc l une o m nfm oi I ecr r an A e pn trlo e tm tgoay t r t i l hs tt et l aatn oh a ne lco r e g i Tr t e l aatn h a nde lco ee g i Fc ayno ette et at l i r cs t n ul c r a m s Bli o ef s uy g t ra ln h n Cs m redak ut ef bc o e V li ieet l ian n lc a o tg tl u p pr rh r eyi t o t gs Of s e rbcn cm et fni oosee o m n e v s Epe p dco se e xid r utn hl s r o v Ngte ri f dak eav pc ge bc i in e A cti d rc m is i P dcd cnnao r uti otutn o s i i Aiat tg n l sn m ei P dcr cos r ute tn, o ai i l i ae i n u n lre c d g lg s
  17. 17. CetR sos A t n l rae epne co P n i a HG IH M DU E IM Cm ui M ngr o m ny aae t P pss epne r oe Rsos o Cm ui M ngr o m ny aae t P pss epne r oe Rsos o Bad ei s r Rv w n e Rsos epne Bad ei s r Rv w n e Rsos epne Bad ea/ ut e r LglCs m r n o Src Rv w Rsos e i ei s epne ve e Cm ui M ngr o m ny aae t Ps Rv w d epne ot ei e Rsos s e Cm ui M ngr o m ny aae t Ps Rv w d epne ot ei e Rsos s e LW O Cm ui M ngr o m ny aae t Rsod epns
  18. 18. Cis rvni r iPeet n s o P EW I M S A IG R - RT ES GN E P prgepne f a ae ocss lw r an r osso vrt fre ao s e i s r iy i l o ai tn tr pn r iy t e neot cs . r n aosoe oda d at ostf e ri g zi s pl h h is B I R LT N HP W T LY L A S UL EAI S IS I OA FN D O H Wtt s psi eprne imn, e wl i h e oi e xeecsn i t y i h o t v i dh l cm tyudf s drg t e fri o eo ore ne un ai ocs . e i m is
  19. 19. H a h Bad el y rns t WeSiMd h oa ea n cl i C TL CS UAS RI RIA I S Bad w o e Fstr pn, r s h w r it e od n er o s Flw d peu r,n clc d edak oo e u r llad oet Febc. l g ay le
  20. 20. H a h Bad el y rns t Fb a 21 er r 03 uy W e a eg e rlt sipw rs ad a rs f hn n ni ee a h o ees n w tl so n f p l ee r dy, e r n ao w sh r tr o t sutn ast o ai tn a t s oe r h iao h g zi e t pte t i o Fcbo,otudooo u r u r,n p v e n aeokcnne tfl pe llad r i d i lw g ay od a hn nm ew e cne e f i adrns ol poe u br hr ocr da l n f d cu e n my i e d l rm rio ao. e n o n r tn a e fm i
  21. 21. H a h Bad el y rns t Jl 03 u 21 y W e Fgt4 eprne a oe r c s aNw hn lh35 xeecd ns- s r h t e i i ta Yrs a ura io, e r n ao w shr r t o ’L Ga iAprt o ai tn a t e s o k d r th g z i e t anuc t sutn n aeok n T i rn p v e noneh iao o Fcbo ad wt ad r i et i t e od cnietpa s soh s t ot s o t i t ost udt a tt tu f oe nh g . sn e e as h e h
  22. 22. H a h Bad el y rns t Sp m e21 et br03 e W e a uk Dnta r n gn hin wta o a hn Dni ou du i iTaad i w m n n s nn l h pie i“l kae w nva cnu e e ta t i a t n b c f ” etil osm r do ih r nd a c r, s re cne s n oi m d .h o ai tnepne ocr o sc l ei Te r n ao r odd n a a g zi s qi ltt s cne e wta ao g ad su ne u k oh e ocr d i n pl y n asr c cy o n h o a t t e d a bi r oe fmd t uo. h t a w s e ge vdr ir tn ah n m o si i b
  23. 23. Bad N ei a adAd rns ed g B n-i n WeSiMd h oa ea n cl i C S ARI A E CS US I S D g ne e p ye ad i r td m l es n sul o T i rad msas wt hnl i p t e e h
  24. 24. Bad N ei a adAd rns ed g B n-i n Ar20 pl09 i Dmn’f n ie ia riw e e p ye r o e o i so dt ln cs hn m l ese r d o u sf is o cd ad p ae tYuue v e w e t y i utg n ul ddo oTb a i o hr h d gsnl o d e e s iy ae d snwc bfet a dle d lr a ad i e ri s evr . te h o w ie
  25. 25. Bad N ei a adAd rns ed g B n-i n Fb a 21 er r 01 uy A ac et tet a iud yh o c l eCos n ci n l ew ss e b t f i @Rdr d aw s e a s T i rad “ynon to o 4 olpcs f wt hnl Ra f dw m r bt ak o t e e u e t e Dgs Ha’Mdsoc be w e w dn w o h ed i Tuh er hn e rk e s a … i d ii tgt gl e . otg #ei sz r” rh t i d n z
  26. 26. Bad N ei a adAd rns ed g B n-i n Ot e21 c br02 o A ac et tet a iud yh o c l ihni S n ci n l ew ss e b t f i @KceA UA d aw s e a t d T i rad drg p s etlea sy g“bm s wt hnl un a r i nadbt ai ,Oa a t e e i ed i e n g a vn nwi a gi 2 bd‘ e i 3 as 4 e m ee ke t s o g b a! h d d dy b h w n S e bcm p s et ncots ea e r i n #bplc. ed ’ i ” i
  27. 27. H wd te rcvr o i hy eoe? d Rsod g u k wta o c l epni qi l i n f i n cy h a r pne n cnne fl u – e os ad otudoo p s i lw oe i l i a r i tr oe fnn u n p ms oe v t cd g o e m t s polr pnieot ps . h e ep e os lf h ot o e s b re s
  28. 28. Bad N ei a adAd rns ed g B n-i n WeSiMd h oa ea n cl i EA T ARI S LE CS CAS I S Cnu e sa ad ad osm r hr n bn s e t e ef a as o t r r cue gh o
  29. 29. Bad N ei a adAd rns ed g B n-i n Ar21 pl01 i W e 7 ml n sracutw rhce, e hn 7 io ue con e akdt l i s s e h o ai tn intlt e cnu e ut8 r n ao d oa r hi osm r nl g zi d et r s i dy le cnne tp v e e llio ao asa r otudo r i vr ien r tn t, i o d y t fm i t tcnu e ,n d nt sod rdpay o osm r ad i or pn oaatn s d e m sai tt cnu e ’ocr . esg goh osm r cne s n e s n
  30. 30. Bad N ei a adAd rns ed g B n-i n Ot e21 c br01 o Aead g nw$ f pr otf cnu e w o s frdi a e 5e em n o osm r h ue t n e h r s db cr ,osm rrld n oi m d cm ln g ei a scnu e ai o sc l ei o p in, t d sl e a a ai s n g etn,n ecu g g t rtd t sm .h i i ptosad nor i o e o oh a eTe gn i i an h s e o ai tn ei doeel ee bsd nh a ono r n ao dc e tr at f ae o t m utf g zi d p h e e ngteedakhy e r e i . eav f bc t w r e in i e e e cvg
  31. 31. Bad N ei a adAd rns ed g B n-i n Jl 02 u 21 y Aeiu g s t et acu psiy en r e d s fr si a te nt tol os lb ie re a t s n am h d b tp t atgy a i et o ai tnee e ies bcl h n-a m r g, e r n ao r i dn ne ak s i r a h g z i cv t a o sc l ei Te a aeaosht e ae p do n oi m d .hr r lgtn t t y tm t t a a e e l i ah t e crt bcl h y r tgae aeok con tad u h ak s b c an f Fcbo acut o d b e a ei k s t vi oavct tt pg adhs m scriy h o e fdoa soh ae n t e otea l e c e e o tn t e i o dh cne ao o T i r g r t ovr tn n wt . ne e si
  32. 32. H wd te rcvr o i hy eoe? d L t i tyucnu e adr ie n o orosm r n fe sng s e g ew y uul hl a de hv g i a as say e ,s os ai v l p n a tn p dct tep sloe sog r ut apol t l . r o h ei v l
  33. 33. Bi peae ad rate bucs e g rprd n pocv aotri n i is ictata tn sc l eip n eas. s rcl sog oi m d l bcue. i o r i a aa .
  34. 34. “ EU ISHO Y T P LI EN H BC T L CT WO ONN RI H EPI I I C S IO S WR A TNAA. O HN HGTL T YI L ” M rT a a wi k n
  35. 35. S RS OC UE Co b, . ( 1) no g riCm ui tnP ni , aai ,n Rsod g( d om sWT 2 2 O gi Cis o m n ao:l n gM ng gad epni . r .0 . n s ci a n n n 3 e) huad asC :ae ulaos d Tosn Ok,ASg Pbctn. . ii Jr nM i,. 01 Te or t e oH h Eete riM ngm n Hwt o a- e r ( 1) h FuS gs f i l fcv Cis aae et o o d eJ2 . a gy f i s : M ng t M d it D ilg.oa a nF:R P s. aaeh ei nh it AeBc Rt ,LC C r s e a e ga o e Ppa,. 01Nvm e2) e oaie i . apsJ( 1,oe br 8 Pr nl t v w 2 . s n re S et r .. M t a E( 0) o m n an drg cs :s ob g a w e e K , e gr . 07 Cm ui tg un a ri Ue fl s s s, D & z , 2 . ci i is o raosim ngm nt l ul Rli s ei ,33032 e tnh aae et o Pbc e tn Rv w 3,4-4. li p o . i ao e
  36. 36. Btr r dEprne. ee Ba .xeecs t. n i

×