Crisis Communications in Social Media: From School of WOM summit
Uno Chicago Grill
Using Social Media in Crisis Communications
Tuesday, May 25, 2010
Carrie Kerpen, COO, Likeable Media
Jenna Lebel, Managing Director, Likeable Media
Kimberly Boynton, Director of Marketing, Uno Chicago Grill
Check into Uno Session @ WOMMA School of WOM, tweet @UnoChicagoGrill using
#womma to enter for a chance to win an Uno gift card!
Queen Bee at Likeable Media
Twitter: @likeablemedia or @carriekerpen
Managing Director at Likeable Media
Twitter: @likeablemedia or @jennal15
Director of Marketing at UNO
Bad news travels fast…faster with social media.
The truth is…you can no longer HIDE information.
But you CAN harness the power of social media to give you an outlet
to communicate with your audience.
Control your message
Address the situation and take ownership
Give people the information directly
Set the record straight and put things into context in real-time
It all starts with a plan…
You may not know your crisis, but you can know the
answers to these questions!
√ Who will handle?
√ Who is your audience?
√ How will you reach them?
√ Can you be proactive? Or are you limited?
Closing the Chapter
Give the information and address concerns and find the appropriate
way to move on.
The Brand Perspective: Lessons Learned
What were our biggest fears and the realities of them?
It’s manageable with preparation
Know and understand your audiences
Be honest and open