It is inevitable that at some stage someone might say something negative about your organisation. Kate's session will show you how to respond to negative criticism and see it as an opportunity for feedback. You’ll understand when to respond, delete or block and when not to, and take away practical strategies to include in your social media crisis plan.

1. • How to/can you prevent a
social media disaster
• Key elements of a crisis plan
• Anatomy of a social media crisis
• How to respond to negative
sentiment
• Questions

2. In short…..you can’t prevent a backlash on social media.
•Be social and friendly….but don’t cross the line
•Be clever and sometimes cheeky…..
but beware being politically incorrect
•If you are going to make a controversial
announcement, be prepared
•Beware of emotive topics
 positive sentiment – should be ok
 negative sentiment – not worth the risk

3. 76% of social media crises could have been averted - Altimeter

8.  Breast Cancer charity in the US  Major backlash across all social
 Give out $1 million a year in media channels
grants to organisations that  Picked up on international news
support women who can’t
afford mammograms  Senior VP of Policy resigns
 Discontinued funds for Planned  Public apology and reversal of
Parenthood ($680,000) decision

9. VIDEO

14. You can’t change what happens when your
campaign goes pear shaped……
Anyone can take your message
and share it, change it or ridicule it.
Focus on how you are
going to respond.

17. VIDEO

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