The document discusses best practices for managing crises in today's social media landscape. It emphasizes the importance of being prepared, assigning spokespeople, getting all the facts, responding quickly within the first 24 hours, taking responsibility if necessary, and monitoring social media conversations. Key steps include planning for worst-case scenarios, setting up listening platforms, determining decision-makers, practicing responses, and considering responses on different social media platforms. The goal is to stay calm, be transparent, and address issues as honestly as possible.

1. Managing Crisis in Today’s Social Media World

2. Today’s Communication Trends Demand “Hyper-Transparency” Lightening Speed Dialogue is KEY Competitors have the same tools

3. Different Landscape. Same Rules.

4. What IS a Crisis? Natural Disasters Technological crisis Confrontation/Reviews Organizational Misdeeds Illness/Harmful

5. Aug. 23rd Earthquake

6. Aug. 23rd Earthquake

7. Protestors

8. Reviews

9. Car Wash Misdeeds

10. How to manage the madness when it happens to you… Because it will.

11. Steps for Handling Managing Crisis Stay calm!! Get the facts (the REAL facts) If not previously determined, Assign spokesperson Finalize the position Create sites/profiles Contact key audiences (think about the order) Be prepared and available for backlash. Know position on follow up conversations. Take offline when appropriate

12. Steps for Managing Crisis 3.0 8. PLAN AHEAD!! Think of worst case scenario and plan for it Set up Listening Platform Determine spokespeople/decision makers Get C-Suite Buy-In Know “Your Voice” Not always necessary to respond Practice makes perfect Consider different platforms Monitor! Monitor! Monitor!

13. Take the blame if it’syour fault.

14. Answer questions as honestly as possible.

15. First 24 hours are key

16. Don’t ignore the problem. (it wont just go away)

18. What Would YOU Do?

19. GrouponSuperbowl Ad

20. “I take full responsibility for not responding sooner, for not clarifying the details, and for not talking to Allison directly and clearing things up. The Internet moves fast, and I've had my hands full lately. Anyway, I'm all ears if you have questions, comments, criticisms, or anything else to say. Thanks for hearing me out. “

21. ? Q&A

22. Thank you! Allie Herzog @allieherzog allie@integratepr.com