The document outlines a framework for managing social media crises, emphasizing the importance of preparation, maintenance, and effective action. It highlights the rapid spread of information via social channels and the need for companies to engage with their audience to build trust. Igo2 Group provides consulting services and support, with a range of service rates based on requirements.

1. Social Media / Crisis Management
Context: Speed-Conversations-Tools-Transparency
Framework: Prep-Maintain-Action
Services & Rates
iGo2 Group Pty Ltd – Providing you smart integrated responsible social business solutions

2. Social Media Crises are on the
Rise
Source
:
Al+meter
Consul+ng
:
How
Social
Businesses
Prepare

3. Social Media Crises
• Social Media Crises arise from a
number of different social channels
• Crises occur in every major
industry from manufacturing to
Retail to Celebrity
Source
:
Al+meter
Consul+ng
:
How
Social
Businesses
Prepare

4. Why Social Media Crises Occur
• More than one cause may apply
• A Crisis may be 3 levels:
• Negative publicity
• Negative publicity + forced
changes
• Direct financial impact

5. Anatomy of a Social Media Crisis
Could they be averted? Reasons for internal Failure

6. Context: Speed
Ø Social channels enable information to travel
exceptionally FAST
Ø Hence the need for monitoring, efficient mobilisation, and
an experienced team

7. Context: Conversations
Ø The SOCIAL web is not only for broadcasting
Ø Engaging in conversations will help build trust and reach
that can later be leveraged to manage crisis

8. Context: Tools
Ø Everybody has access to the same tools (including those
creating miss-information and exposing you)
Ø Taking into account, and/or leveraging the right tools is
key

9. Context: Transparency
Ø Today’s public value and expect Transparency
Ø The Public are extremely well informed and ready to
expose and harm liars

10. How to Prepare
* Altimeter define the
social business
hierarchy as a model
of preparation to both
avoid as well as deal
with social media
crises

11. Framework : Preparation
Ø 1 : Preparation (foundation
– Team for crisis (complete, trained and experienced)
– Channels (established, linked, with process to adapt content)
– SEO (make sure our website and other channels are first)
– Influencers (identify them, create and maintain relationship)
– Employees (ensuring communications with all staff is ready)
– Monitoring (monitoring brand and other keywords globally)
– Strategy (define social media strategy for crisis)
– Policies are in place and understood
– Run simulations

12. Framework : Maintain
Ø 2: Maintain
– Team stays on top of processes and tools
– All social channels live, including internal (employees)
– Keep influencers relationships active..
– .. & identify/engage new ones
– Run & refine monitoring constantly – always on.
– Comms to always create “channels ready” content
– Review and maintain SEO
– Refine strategy with experience and new learnings
– Basically maintain and pursue everything done in phase 1

13. Framework : Action
Ø 3: Action
– Fully mobilize crisis management team
– Execute crisis management strategy
– Use all channels
– Be quick and authentic
– Leverage influencers
– Intensify and adapt monitoring
– Like in phases 1 & 2, iGo2 consultants provide support and
advice, and can mobilize more ad-hoc resources

14. Services & Rates
Ø Retainer
– Monthly cost: $2000-$8000
• Depending on SLA
– Response time
– Technologies
– Dedicated/shared
– Team size
Ø Services / all phases
– Daily rates
• Consultants: $1500
• Certified Strategist: $2500

15. Thank
you
!
Ø www.igo2group.com
Ø contact@igo2group.com
iGo2 Group Pty Ltd – Providing you smart integrated responsible social business solutions