Developing a Digital Crisis Communications Plan<br />Justin Levy<br />@justinlevy<br />
Our companies are not clones<br />Photo Credit:http://www.flickr.com/photos/ashatenbroeke/4367373081<br />
Don’t fall into the trap<br />Photo Credit:http://www.flickr.com/photos/iamos/2952568902<br />
©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />11 Steps to Developing a Plan<br />Photo...
#1: Choose and set up your monitoring platform(s)<br />Photo Credit: http://www.flickr.com/photos/stitch/6162233<br />
©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />#2: Determine your monitoring schedule<b...
©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />#3: Ensure local language support teams<...
©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />#4: Determine what constitutes a crisis<...
Conversation Severity Grid<br />©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />
©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />#5: Determine what you WILL respond to<b...
Compliments of your product, service, or people<br />Recommendations or referrals to products<br />Customer Service/Suppor...
©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />#6: Determine what you WILL NOT respond ...
Sarcastic, snarky or potentially inflammatory or damaging comments<br />Discussions/conversations between individuals that...
©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />#7: Form your digital crisis communicati...
©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />Other Potential Teams:<br /><ul><li>Crea...
Web Development
Customer Insights
SEO
Sales</li></li></ul><li>©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />#8: Escalation l...
#9: Who will respond on the company’s behalf<br />Photo Credit:http://www.flickr.com/photos/krancien/4111748241<br />Photo...
©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />#10: What to report on and how frequentl...
©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />#11: Build support beams<br />Photo Cred...
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Developing a Digital Crisis Communications Plan

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If your company has employees, customers or partners located in other countries outside of the U.S., it is critical to have an international digital crisis communications plan in place that will help your organization to identify the potential for a crisis andguidelines for how to respond.

This slide deck was for a presentation at the Radian6 Social2011 User Conference.

Published in: Business

Developing a Digital Crisis Communications Plan

  1. 1. Developing a Digital Crisis Communications Plan<br />Justin Levy<br />@justinlevy<br />
  2. 2. Our companies are not clones<br />Photo Credit:http://www.flickr.com/photos/ashatenbroeke/4367373081<br />
  3. 3. Don’t fall into the trap<br />Photo Credit:http://www.flickr.com/photos/iamos/2952568902<br />
  4. 4. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />11 Steps to Developing a Plan<br />Photo Credit:http://www.flickr.com/photos/wscullin/3770015203/<br />
  5. 5. #1: Choose and set up your monitoring platform(s)<br />Photo Credit: http://www.flickr.com/photos/stitch/6162233<br />
  6. 6. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />#2: Determine your monitoring schedule<br />Photo Credit:http://www.flickr.com/photos/rubin110/4553865006<br />
  7. 7. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />#3: Ensure local language support teams<br />Photo Credit:http://www.flickr.com/photos/melanieburger/1452213847<br />
  8. 8. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />#4: Determine what constitutes a crisis<br />Photo Credit:http://www.flickr.com/photos/jimnix/4773270372<br />
  9. 9. Conversation Severity Grid<br />©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />
  10. 10. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />#5: Determine what you WILL respond to<br />Photo Credit:http://www.flickr.com/photos/larimdame/2575986601<br />
  11. 11. Compliments of your product, service, or people<br />Recommendations or referrals to products<br />Customer Service/Support issues or inquiries<br />Sales leads of product inquiries<br />Feature requests<br />Other regular and normal posts or inquiries<br />What to respond to:<br />©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />
  12. 12. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />#6: Determine what you WILL NOT respond to<br />
  13. 13. Sarcastic, snarky or potentially inflammatory or damaging comments<br />Discussions/conversations between individuals that mention the company in which involvement could be perceived as intrusive<br />Posts in a language that the company doesn’t have the appropriate understanding or resources to respond to<br />Posts/forum threads that require membership to respond to, unless it’s a customer service issue, negative post or misinformation you need to correct<br />Posts regarding staff consolidation, compensation or other Human Resources-related issues<br />Discussions regarding the legality of an acquisition, timing of a close and any financial data that is not already made publicly available<br />What you should not respond to:<br />©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />
  14. 14. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />#7: Form your digital crisis communications team<br />
  15. 15. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />Other Potential Teams:<br /><ul><li>Creative
  16. 16. Web Development
  17. 17. Customer Insights
  18. 18. SEO
  19. 19. Sales</li></li></ul><li>©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />#8: Escalation ladder and flow <br />Photo Credit:http://www.flickr.com/photos/splorp/63656900<br />
  20. 20. #9: Who will respond on the company’s behalf<br />Photo Credit:http://www.flickr.com/photos/krancien/4111748241<br />Photo Credit: http://www.flickr.com/photos/stitch/6162233<br />
  21. 21. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />#10: What to report on and how frequently<br />Photo Credit:http://www.flickr.com/photos/superwomyn/2692053136<br />
  22. 22. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />#11: Build support beams<br />Photo Credit:http://www.flickr.com/photos/25259860/2267141079<br />
  23. 23. Q<br />U<br />E<br />S<br />T<br />I<br />O<br />N<br />S<br />
  24. 24. Where to find me:<br />justinrlevy.com<br />@justinlevy<br />justin.levy@citrix.com<br />workshifting.com<br />@citrixonline / @workshifting<br />…to stalk me<br />©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.<br />

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