The objective of this presentation is to help you understand what should be measured and how to manage your online reputation. Also find us on Facebook and Twitter @WeCollaborateSA

1. @WeCollaborateSA @mylifescape
Standing out by
being outstanding
#SocialByDesign
“We need to stop interrupting
what people are interested in
and BE what people are
interested in”
- CCO Craig Dams of JWT worldwide
Cherylann Smith
@mylifescape
@wecollaboratesa

2. @WeCollaborateSA @mylifescape
If you’ve got a strong
brand and a small
screw up you can
get through, if you’ve
got a weak brand
and a big screw up,
frankly you might as
well pack it up and
start again.

3. @WeCollaborateSA @mylifescape
Failure to
respond will
always deepen
the crisis.

4. @WeCollaborateSA @mylifescape
Invest in your
people and
you’ll
strengthen
your brand

5. @WeCollaborateSA @mylifescape
#Hello
Social listening
Measure
Response Time vs.
Resolution Time

6. @WeCollaborateSA @mylifescape
The more you
can measure the
more
accountable you
become.
ROI?
What is the I?

7. @WeCollaborateSA @mylifescape
Stand out rather
than shout out!
Measure sentiment

8. @WeCollaborateSA @mylifescape
We live in a
transparent
world where
nothing is
sacred
and little
is secret.

9. @WeCollaborateSA @mylifescape
#lol
Your
customers
will tell
you what
you don’t
want to
hear, but
it’s
probably
the truth

10. @WeCollaborateSA @mylifescape
Don’t re-post
anything you
haven’t read ofr
checked

11. @WeCollaborateSA @mylifescape
Check
yourself
before you
wreck
yourself

12. @WeCollaborateSA @mylifescape
Do you
see what I
see?

13. @WeCollaborateSA @mylifescape
Security and
governance

14. @WeCollaborateSA @mylifescape
Think before you
share or else you
can tweet yourself
into unemployment

15. @WeCollaborateSA @mylifescape
Fail to remain
sane

16. @WeCollaborateSA @mylifescape
Human error
Oops!

17. @WeCollaborateSA @mylifescape
Remain fit to
face a crisis.
The first SA Woolworths
store opened in The Old
Royal Hotel in Cape Town
in October 1931

18. @WeCollaborateSA @mylifescape
An
opportunity
for the bold
and
courageous.
And
authentic.

19. @WeCollaborateSA @mylifescape
Social media
is SOCIAL
in real time,
so be REAL.

20. @WeCollaborateSA @mylifescape
The war room
1. Be transparent
2. Be brave
3. Be swift

21. @WeCollaborateSA @mylifescape
Measure brand
love and
identify
influencers.

22. @WeCollaborateSA @mylifescape
From a consumer
point of view, what
makes your brand
loveable is what
brings it closer to
innovation on a
brand
comprehension
perspective.

23. @WeCollaborateSA @mylifescape
Authentic values lead the brand sentiment

24. @WeCollaborateSA @mylifescape
Measure
content,
engagement
and reach.

25. @WeCollaborateSA @mylifescape
billion
#August2015

26. @WeCollaborateSA @mylifescape
When your
brand is not
affected by the
crisis in the world
don’t engage or
jump on an
‘opportunity’
Pause any
scheduled
content during a
global crisis.

27. @WeCollaborateSA @mylifescape
#Tools to
manage the
chaos and
building
effective
sentiment
reports and
escalation
plans.

28. @WeCollaborateSA @mylifescape
LET’S DICSUSS
Managing Crisis
#SocialByDesign

29. @WeCollaborateSA @mylifescape
HOW DO YOU HELP CLIENTS PLAN FOR CRISIS
ON SOCIAL MEDIA?

30. @WeCollaborateSA @mylifescape
WHAT IS THE KEY TO CRISIS MANAGEMENT
SUCCESS ON SOCIAL MEDIA?

31. @WeCollaborateSA @mylifescape
WITH DIFFERENT SOCIAL MEDIA NETWORKS,
HOW DO YOU MANAGE REPURATION OFFLINE
& ACROSS THE CHANNELS?

32. @WeCollaborateSA @mylifescape
ARE WE ASKING FOR TOO MUCH TO
INTEGRATE CRISIS COMMS?

33. @WeCollaborateSA @mylifescape
SHOULD BRANDS HAVE COMMENTS WHEN
THERE IS A GLOBAL CRISIS?

34. @WeCollaborateSA @mylifescape
THANK YOU
CHERYLANN SMITH
Digital Specialist & Consultant
www.slideshare.net/cherylannsmith
cherylann@nandos.com
cherylann@wecollaborate.co.za
@mylifescape

35. @WeCollaborateSA @mylifescape
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