Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Crisis Management in a Multi-channel World

421 views

Published on

A presentation by Nick Sharples, CEO of CrisisVu on the challenges facing crisis managers in the new multi-channel world. In this world, in which marketers are increasingly taking ownership of social media channels within the enterprise, the question of who owns or controls social media in a crisis is one that demands clarity and transparency. For more information about CrisisVu, please go to www.CrisisVu.com , follow us on Twitter @CrisisVu or call us on:

+44 (0)207 125 0802 or
+44 (0)7786 114 870

  • Be the first to like this

Crisis Management in a Multi-channel World

  1. 1. Crisis Management in a multi- channel world Resolving the ownership of Social MediaNick SharplesFounder and CEO
  2. 2. Agenda• Understand the recent proliferation of digital channels and techniques that have the potential to derail your organisations crisis response• Examine some of the human and structural issues preventing effective crisis management planning
  3. 3. The New Multi-channel Paradigm• The Marketing revolution – content marketing
  4. 4. http://www.youtube.com/watch?v=4NyXzir2yKg
  5. 5. www.theconversationprism.com©Brian Solis and JESS3
  6. 6. The New Multi-channel Paradigm• The Marketing revolution – content marketing• The Data Explosion and the rise of Big Data
  7. 7. The Data Explosion
  8. 8. The New Multi-channel Paradigm• The Marketing revolution – content marketing• The Data Explosion and the rise of Big Data• Consumer Expectations and Twitter Time
  9. 9. The New Multi-channel Paradigm• The Marketing revolution – content marketing• The Data Explosion and the rise of Big Data• Consumer Expectations and Twitter Time• The monitoring and responding challenge
  10. 10. Recent Crises
  11. 11. Agenda• Understand the recent proliferation of digital channels and techniques that have the potential to derail your organisations crisis response• Examine some of the human and structural issues preventing effective crisis management planning
  12. 12. Legacy Status InfluenceEgo
  13. 13. A Possible ApproachA four step process for most companies: – Establish a Social Media Steering Committee – Engage the Committee in addressing, understanding and resolving any social media issues around any potential crisis. – Modify the Crisis Plan having secured consensus and engagement from the Committee. – Present back the modified plan to the Steering Committee and secure approval, then implement any changes using the authority of the Committee to drive through any changes needed.
  14. 14. Social Media Steering Committees• Multi disciplinary (Corp Comms, Marketing, Digital, Customer Services, Community Management, HR, Legal,etc)• Set Strategic direction, guiding principles• Establish ownership, accountability, roles and responsibilities (and what they mean)• Develop the business case for funding if required
  15. 15. Crisis Management in a multi- channel world Resolving the ownership of Social MediaFor more information about CrisisVu, please go to www.CrisisVu.com , follow us onTwitter @CrisisVu or call us on:+44 (0)207 125 0802 or+44 (0)7786 114 870Nick SharplesFounder and CEO

×