Using Social Media to Manage Business Crisis; Jolt & Bolt 02_23_2012


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Everyone should prepare for the possibility that your organization could find itself in “crisis” at any time. The rate of news delivery has accelerated at the speed of light. Five to ten years ago, you had a 24-hour news cycle to plan for how to manage a crisis your company was involved in, now you have moments. Worse yet, you may be the last to know you’re in crisis!

Every business, no matter how small, should have a plan in place. The smaller the company the more damage a crisis can do. One in five businesses are out of business within five years of a crisis.

This broadcast will cover:
1) How social media can help - even if you don't have a social media presence?
2) What are the key components of crisis management plan?
3) What impact you can expect for LinkedIn, Twitter and Facebook?

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  • According to Wikipedia: Is the process by which an organization deals with a major event that threatens to harm the organization, its stakeholders, or the general public.
  • If you don’t utilize social media as a company, and don’t plan to engage with social media. It is still important you should claim your brand handles and learn to utilize social media listening tools.
  • The five steps of a crisis management plan:
  • Social Media monitoring tools are a great way to know and understand when a crisis is heading your way. You can monitor conversations around key words that impact your business, monitor hash tags where people who impact your business “communicate” and engage. It is also the only way to truly understand when a crisis is over. Many businesses assume a crisis has passed when it still has legs and the company is unaware.
  • A well thought out crisis management plan is important.1 in 4 businesses are out of business within 5 years after they have suffered a crisis.Crisis management impacts all businesses. Smaller businesses do not have the resources to survive a crisis long term, so plan ahead.
  • BRIAN: Why not join us every Thursday at 10 am. Reserve your spot by registering at…
  • BRIAN: Copy of the power point will be available at
  • BRIANContact Kathy with any questions or comments:Kathy HokunsonVice President Sales &
  • Using Social Media to Manage Business Crisis; Jolt & Bolt 02_23_2012

    1. 1. Managing a Crisis, Socially Key steps for effective use of Social Media in your Crisis Management Plan. presented by Kathy Hokunson February 16, 2012presents
    2. 2. What is Crisis Management? Site-Seeker, Inc. 2012
    3. 3. Social Media & CrisisAccording to Andrea Obston 1. Every company, no matter how large or small, should have a Crisis Communication Plan. 2. During a crisis is NOT the time to build a social media presence. You will be talking to no one. Site-Seeker, Inc. 2011
    4. 4. No Social Media?• Claim all branded handles – the good the bad and the ugly. – Prevent the possibility of utilizing them to fuel the crisis.• Learn to utilize social media monitoring tools: – Tweetdeck – Hootsuite Site-Seeker, Inc. 2011
    5. 5. Yes Social Media?• Build community with not only prospects and clients, but also journalists and media outlets that will be important when the crisis starts.• Engage with the community now, don’t wait until a crisis hits, they won’t help you.• Be creative and think outside of the box, who could help if you needed it? Engage with them now. Site-Seeker, Inc. 2011
    6. 6. The 5 stages of a crisis: Learning Recovery Containment Prevention &Detection Preparation Site-Seeker, Inc. 2012
    7. 7. DetectionKnow • Know when a crisis is coming • Know when a crisis has arrived • Know when it is over Site-Seeker, Inc. 2011
    8. 8. Prevention & Preparation • You need a well thought out 1 in 4 crisis management plan. • Empower your staff. – Educate and empower a team of employees to utilize businesses social media to listen, engage and distributego out of business agreed upon talking points. within 5 years after a crisis. Site-Seeker, Inc. 2011
    9. 9. Today’s BOLT BUZZ WORD PANIC Site-Seeker, Inc. 2012
    10. 10. Containment• The sooner you know it’s happening, the sooner you can address it.• Don’t over react. Not every comment deserves a response.• Delete with care.• Publicly take conversation off line. Containment Prevention & Detection Preparation Site-Seeker, Inc. 2011
    11. 11. Recovery • Acknowledge • Repair • Apologize Recovery Containment Prevention & PreparationDetection Site-Seeker, Inc. 2011
    12. 12. Learning • What’s next? • Is it really over? Learning Recovery Containment Prevention / PreparationDetection Site-Seeker, Inc. 2011
    13. 13. LinkedIn • Not very effective. • Possibly useful if you’re already in discussion group of a professional nature
    14. 14. Facebook • Keep dialog going after the crisis initially unfolds • Set up a dedicated group with a reference to the crisis in the title so it’s not buried in normal Facebook conversation • Direct people back to your website for the full story
    15. 15. Twitter • Fastest conduit for social media newbies • Easily searchable by Google, Twitter, • Anyone can follow • Anyone can search by #hashtags (@Toyota) • Monitor • Respond swiftly • Send direct messages • Suggest off-line email conversations
    16. 16. So what? Site-Seeker, Inc. 2012
    17. 17. ResourcesAndrea Obston | Andrea Obston Marketing Site-Seeker, Inc. 2012
    18. 18. Questions? Site-Seeker, Inc. 2012
    19. 19. Reserve your weekly spot today! Register at Site-Seeker, Inc. 2012
    20. 20. Download the Slide Deck @ Site-Seeker, Inc. 2012
    21. 21. Thank you for joining us! Don’t forget to enter today’s BOLT BUZZ WORD at You could win a $50 Gift Card! Site-Seeker, Inc. 2012
    22. 22. Need more info? Site-Seeker, Inc. 2012