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Social media for crisis management

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Learnings and tips on using social media during crisis situations - whether it be natural or man-made disasters, or corporate failures. Presentation delivered 7 September 2016 to the University of Waikato's Management Communication Students Association (MCSA) seminar.

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Social media for crisis management

  1. 1. FROM THE FRONTLINE: Using social media for crisis management @WebTaniwha #MCSAWaikato
  2. 2. DISCLAIMER:: * Learnings through disasters & crisis @WebTaniwha #MCSAWaikato
  3. 3. FROM THE FRONTLINE: What is your role?
  4. 4. Your role: Right information at the right time
  5. 5. Your role: Champion the community
  6. 6. Your role: Don’t follow, be a leader
  7. 7. FROM THE FRONTLINE: Before an emergency
  8. 8. BEFORE: Develop your policy
  9. 9. BEFORE: Define your staffing
  10. 10. BEFORE: Build for mobile as well
  11. 11. BEFORE: Prepare, practice, test, improve
  12. 12. FROM THE FRONTLINE: During an emergency @WebTaniwha #NZSOMO
  13. 13. DURING: Acknowledge asap, verify later
  14. 14. DURING: Be authorative, facts & actions
  15. 15. DURING: Turn releases into news bites
  16. 16. DURING: Encourage sharing & help
  17. 17. DURING: Live stream your press conference
  18. 18. DURING: Deal to rumours #mythbuster
  19. 19. DURING: Go behind the scenes
  20. 20. DURING: Keep it relevant & localised
  21. 21. DURING: Right channel, right message
  22. 22. DURING: Use online map & mashup tools
  23. 23. DURING: Track trends, use intelligence
  24. 24. DURING: Website is still at the heart
  25. 25. DURING: Stay visible, promote work
  26. 26. FROM THE FRONTLINE: After an emergency
  27. 27. AFTER: Continue to monitor
  28. 28. AFTER: Debrief, learn, share, update
  29. 29. FROM THE FRONTLINE: Key lessons & tips
  30. 30. LESSON #1: Set clear goals & objectives
  31. 31. LESSON #2: Delegate social media approval
  32. 32. LESSON #3: Avoid spam & sattire Shakey town Christchurch I think you could do with some McDonald’s #eqnz
  33. 33. LESSON #4: Focus your social media channels
  34. 34. LESSON #5: Regular policy reminders
  35. 35. LESSON #6: The USB stick is your friend
  36. 36. LESSON #7: Google will help during crisis
  37. 37. LESSON #8: Social media is only one tool
  38. 38. LESSON #9: Celebrate & share the wins
  39. 39. LESSON #10: Penguins really do trump cats!
  40. 40. USEFUL RESOURCES: ↘ Social Media in an Emergency Guide ↘ Hashtag Standards for Emergencies ↘ Facebook Disaster Response Guide algim.org.nz/socialmedia
  41. 41. MORE RESOURCES: google.org/crisisresponse
  42. 42. THANKS Jason Dawson Chief Executive, Hamilton & Waikato Tourism jason@hamiltonwaikato.com slideshare.net/jasondawson

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