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Merry Crisis-mas - social media crisis briefing

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ClaremontComms
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Slides from Claremont's social media crisis briefing, 14 December 2012. Simon Booth-Lucking explores the who, what, where and why of crises, and John Coventry of change.org offers his lessons from the frontline.

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Merry Crisis-mas Breakfast briefing on social media crisis management 14 December 2012 #crisismas With discretion please!
The who, what, where and why of social media crises Simon Booth-Lucking, Director of Digital at Claremont
Zoom out for the big picture
Trust Source: http://www.slideshare.net/EdelmanInsights/2012-edelman-trust-barometer-global-deck
Crowd psychology #angrymob
Transparency
The digital disgruntalists
The live microphone
The head in the sand
Live your brand, and ensure your employees do - or you can be exposed socially, digitally and offline
The empty chair
http://www.nonprofitmarketingguide.com/blog/2012/02/01/the-accidental-rebranding-of-komen-for-the-cure/
Crisis handler of the year
Runner-up: Jonty Olliff- Cooper, A4E
Winner: O2 customer service http://www.wired.co.uk/news/archive/2012- 07/17/o2-outage-social-media-masterclass
Social media crisis management – lessons from the front line John Coventry, Director of Communications at Change.org
A very modern crisis • No reliable news cycle • More crises • More outlets • People, not press powered crises • Media savvy public - react to different things (Argyll and Bute Vs O2) • People treat brands as people. Personality is crucial
Specially for NFPs A very modern crisis • no If you don't getcycle of criticism, even small • reliable news a lot • more criseshurts criticism • Twitter IS • more outlets NOT the real world - don't panic but • people, notitpress powered crises do take seriously • Try savvy public - react to position of a • media and put yourself in the differentdo they want things consumer/donor/supporter - what (Argyll and Bute Vs O2) • • to hear/read? People treat brands as people. Personality is Be confident in the moves you make. Tone and crucial demeanour important.
Kicking crises in the cajones Embed comms in organisational thinking First response is crucial Validators are massively helpful Respond swiftly, deftly and succinctly Don't take it personally. LEARN FROM IT
Merry Crisis-mas #crisismas With discretion please!

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Merry Crisis-mas - social media crisis briefing

Editor's Notes

  1. 250,000 BRITS COMPLAIN ONLINE EVERY DAY > Or 8.2m per yearmen, the under 35s and those in London most likelyDigital disgruntalists 2012 (%)Once a year 37Once every 6 months 33Once a month 13Once a week 13Once a day 3