Successfully reported this slideshow.
Your SlideShare is downloading. ×

Red Alert - Navigating a Crisis in a Social Media landscape

Ad
Ad
Ad
Ad
Ad
Ad
Ad
Ad
Ad
Ad
Ad

Check these out next

1 of 16 Ad

Red Alert - Navigating a Crisis in a Social Media landscape

Download to read offline

Red Alert - Navigating a crisis in a social media landscape.

Gives hands-on, practical advice about how to respond to events-based and informational crises. Shows the impact of social media on crisis management, and what organizations need to do as a result.

Red Alert - Navigating a crisis in a social media landscape.

Gives hands-on, practical advice about how to respond to events-based and informational crises. Shows the impact of social media on crisis management, and what organizations need to do as a result.

Advertisement
Advertisement

More Related Content

Similar to Red Alert - Navigating a Crisis in a Social Media landscape (20)

Recently uploaded (20)

Advertisement

Red Alert - Navigating a Crisis in a Social Media landscape

  1. 1. red alert: navigating a crisis in a SM landscape November 10, 2009 LEWIS PR
  2. 2. introductions Lucy Allen Morgan McLintic SVP EVP @lucya @morganm 2 | November 10, 2009
  3. 3. contents introduction what is a crisis today? types of crisis how to prepare how to respond what to say 3 | November 10, 2009
  4. 4. about LEWIS PR •  global communications firm •  public relations, analyst relations, content creation, •  39 offices worldwide – 8 in US influencer programs, •  technology, healthcare, integrated communications financial services, retail, •  won lots of awards ;) non-profit sectors 4 | November 10, 2009
  5. 5. which of these is a crisis? •  chemical factory explosion •  disgruntled employee makes internal accusations •  company layoffs •  dissatisfied customer •  CFO accused of financial complains via Twitter impropriety •  blogger interview gone awry •  patent infringement suit •  negative comment on •  missed product launch Facebook Page deadline 5 | November 10, 2009
  6. 6. how does social media affect a crisis? in a bad way in a good way •  frequency >> set expectations •  measurability >> evaluate •  speed >> monitoring •  dialog >> process •  reach >> global •  duration >> short, phew! •  visibility >> transparency •  permanence >> SEO 6 | November 10, 2009
  7. 7. types of crisis informational event-based internal internal informational event-based external external 7 | November 10, 2009
  8. 8. types of crisis informational event-based internal internal INVESTIGATE PREPARE informational event-based external external EVALUATE ACT 8 | November 10, 2009
  9. 9. how can you prepare? •  agree what is a crisis •  map potential crises impact vs likelihood (be honest) •  scenario plan – message, response team, mechanism •  open channels now •  create relationships now •  train spokespeople 9 | November 10, 2009
  10. 10. types of crisis informational event-based internal internal INVESTIGATE PREPARE informational event-based external external EVALUATE ACT 10 | November 10, 2009
  11. 11. 11 how can you evaluate?
  12. 12. types of crisis informational event-based internal internal INVESTIGATE PREPARE informational event-based external external EVALUATE ACT 12 | November 10, 2009
  13. 13. how should you respond? •  timeliness •  transparency •  tone •  focus on facts •  prioritize •  offset •  channel / format •  who – you? community? 13 | November 10, 2009
  14. 14. what should you say? DO DON’T •  clarify and substantiate •  belittle the problem •  admit fault if due •  amplify the problem •  commit to actions •  inject emotion •  offer solutions •  make promises •  be human •  speculate / accuse •  keep it short 14 | November 10, 2009
  15. 15. summary •  learn to live with crises •  monitor online & offline •  scenario plan – what, who, how etc •  prepare the ground – channels, relationships •  keep perspective 15 | November 10, 2009
  16. 16. thank you www.lewispr.com 16 | November 10, 2009

×