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Safeguarding your business 16.09.10

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Safeguarding your business 16.09.10

  1. 1. Business Continuity: What’s in it for you? Vicki Bales Peterborough City Council Resilience Services 16 th September 2010
  2. 2. Business What?
  3. 3. Resilience Services <ul><li>Emergency Planning </li></ul><ul><li>Business Continuity </li></ul><ul><li>Risk Management </li></ul><ul><li>CCTV </li></ul><ul><li>Internal Health and Safety </li></ul><ul><li>Events Safety </li></ul>
  4. 4. Emergency Planning <ul><li>Contingency plans for incidents affecting community </li></ul><ul><li>Assist Emergency Services </li></ul><ul><li>Care for Community – displaced people etc </li></ul><ul><li>Recovery </li></ul><ul><li>Flooding, pipeline breach, terrorism, transport accident, industrial action, chemical spill, heatwave, mass fatalities, pandemic outbreak … </li></ul>
  5. 6. Business Continuity – the Council <ul><li>Internal plans for all council services </li></ul><ul><ul><li>Maintain and recover essential services </li></ul></ul><ul><li>External promotion and advice to commercial and voluntary sector </li></ul><ul><ul><li>General advice – website etc </li></ul></ul><ul><ul><li>Specific assistance on request </li></ul></ul>
  6. 7. Manchester Bombing 1996
  7. 11. Cumbria November 2009
  8. 12. What’s in it for you? <ul><li>Staff welfare and reassurance </li></ul><ul><li>Customer confidence </li></ul><ul><li>Good management decision-making </li></ul><ul><li>Protection of your reputation </li></ul><ul><li>Reduced recovery expenditure and litigation threat </li></ul><ul><li>How many of these does your insurance policy cover? </li></ul>
  9. 13. It’s not rocket science <ul><li>Good communications – could you contact all your staff and customers right now if you had to? </li></ul><ul><li>Store information off-site… including the BC plan! </li></ul><ul><li>Define roles and responsibilities </li></ul><ul><li>Network and share information </li></ul><ul><li>Buddy systems – buildings and services. Do you share a customer base with anyone? </li></ul>
  10. 14. What do you do next? <ul><li>Ask for help - lots of free advice and templates around </li></ul><ul><li> </li></ul><ul><li>The council can: </li></ul><ul><ul><li>Help you write your plan </li></ul></ul><ul><ul><li>Run a group or company workshop </li></ul></ul><ul><ul><li>Run an exercise </li></ul></ul><ul><li>Please ask us! </li></ul>
  11. 15. Project ARGUS <ul><li>Facilitated by NaCTSO and Cambridgeshire Police </li></ul><ul><li>Aimed at crowded spaces: shopping centres, sports venues, night-time economy, events etc </li></ul><ul><li>Also tailored for business/community forums </li></ul><ul><li>Interactive multi-media exercise </li></ul><ul><li>Oh and it’s free! </li></ul><ul><li> </li></ul>
  12. 16. <ul><li>Vicki Bales: Senior Business Continuity and Risk Officer </li></ul><ul><li>Peterborough City Council </li></ul><ul><li>01733 207208 07753 564880 </li></ul><ul><li>[email_address] </li></ul><ul><li> </li></ul>
  13. 17. The Pitfalls of Social Media Karen McNulty 16 th September 2010
  14. 18. Potential Pitfalls <ul><li>Content </li></ul><ul><li>Comments </li></ul><ul><li>Customer service </li></ul><ul><li>Spamming </li></ul><ul><li>Social crisis management </li></ul><ul><li>Time </li></ul>
  15. 19. What happened next? <ul><li>Millions of views on YouTube </li></ul><ul><li>Customers disgusted and posted on Twitter </li></ul><ul><li>Dominos did not have Twitter account at this point </li></ul>
  16. 20. Content <ul><li>Managing staff who participate </li></ul><ul><li>Longevity of content on the web </li></ul><ul><li>Lack of anonymity </li></ul><ul><li>Open and transparent – risky or right? </li></ul><ul><li>Viral nature of social media </li></ul><ul><li>Time required </li></ul><ul><li>Guidelines or policy advisable </li></ul>
  17. 21. Content Guidelines <ul><li>Remain open and transparent </li></ul><ul><li>Only discuss what you’re qualified to talk about </li></ul><ul><li>Think about what you’re contributing to “the conversation” (value) </li></ul><ul><li>Should be complementing corporate image of the business </li></ul><ul><li>Admit mistakes and address openly </li></ul>
  18. 22. Vodaphone <ul><li>More than 8,500 Vodafone customers / followers received the following content: </li></ul>
  19. 23. Vodaphone’s (repeated) response
  20. 24. Lessons <ul><li>Impossible to cover up on social media </li></ul><ul><li>The bigger the mistake the further it will travel </li></ul><ul><li>Apologise openly, sincerely </li></ul><ul><li>Be alert to pranks </li></ul><ul><li>Always think before posting! </li></ul>
  21. 25. Managing Comments on blogs <ul><li>Answering </li></ul><ul><ul><li>Address negatives </li></ul></ul><ul><ul><li>Thank positives </li></ul></ul><ul><ul><li>Build relationships </li></ul></ul><ul><li>Blocking comments from individuals </li></ul><ul><li>Deleting or moderating </li></ul>
  22. 26. What should you do? <ul><li>Always allow comments </li></ul><ul><li>Set to check first ideally </li></ul><ul><li>Respond appropriately </li></ul><ul><li>Take complaints off-line and block individuals if inappropriate </li></ul>
  23. 27. Decide who can comment Moderate
  24. 28. Managing comments on other social networks
  25. 30. Customer Service <ul><li>By being involved you can monitor your brand </li></ul><ul><li>You can respond before somebody else does </li></ul><ul><li>Provides customers with another channel to contact you </li></ul><ul><li>Positive PR magnified as a result of real time responding </li></ul><ul><li>s </li></ul>
  26. 31. Naked Wines Example EConsultancy
  27. 33. Traditional tools <ul><li>Press releases </li></ul><ul><li>Press conference </li></ul><ul><li>Video press release </li></ul><ul><li>Statements </li></ul><ul><li>Dedicated contact </li></ul><ul><li>Agreed process </li></ul><ul><li>Monitor and feedback </li></ul>
  28. 34. Dealing with crisis socially <ul><li>Get engaged sooner rather than later </li></ul><ul><li>Responsibilities in team </li></ul><ul><li>Social research </li></ul><ul><li>News on website </li></ul><ul><li>Blog or dedicated response page </li></ul><ul><li>Domain name? </li></ul>
  29. 35. Social tools <ul><li>Tracking online </li></ul><ul><li>Twitter release </li></ul><ul><li>Facebook </li></ul><ul><ul><li>dedicated group </li></ul></ul><ul><ul><li>Fan page </li></ul></ul><ul><li>YouTube video message </li></ul>
  30. 36. Thank you. <ul><li>For crisis management advice (on and offline), to learn how to manage your social media or how to use PR to raise your profile the right way, talk to us: </li></ul><ul><li> </li></ul>