How to handle a crisis which comes from internet? Don't use merely law approach. Consumers today is more horizontal, collective, and able to fight you back.

1. online
crisis
management

2. 2000
2001
2002
2003
2004
2005
2006
2007
2008
2009
2010

3. Prita Mulyasari
“… saya dan suami
saya sudah terlalu
lelah mengikuti
permainan
kebohongan mereka
…”
photo: TheJakartaHerald.com

4. Evan Brimob
"Polri gak butuh
masyarakat, tapi
masyarakat yg
butuh Polri ...."
photo: Facebook.com

5. Luna Maya
“Infotemnt
derajatnya lebih
HINA dr pd
PELACUR,
PEMBUNUH!!!may
ur soul burn in hell.”
photo: KapanLagi.com

6. 2000
2001
2002
2003
2004
2005
2006
2007
2008
2009
2010?

7. Data October 2009, by
InternetWorldStats.com

8. Customer prefers to tell bad
news rather than good news

9. Why does
NEGATIVITY
happen on
internet?

10. 1
Netizen is real
people too.

11. 2
Web 2.0
(collectivity &
integrated)

12. 3
Pseudo name
consequence.

13. 4
There’s no abuse &
such a crime
perfect bad
product
product. bad service
& support

14. 5 types of customer
Jeremy Wright
Saboteur
Occasional sufferer
Reluctant consumer
Regular customer
Evangelist

15. Public Relations’ Today

16. Tool

17. Partner

18. Role

19. Goal

21. Aggressiveness

22. Keep an eye!
1. Emails and comments on
your web
2. Posts and comments on
customer’s web.
3. Posts and comment on
newsgroups.
4. Notes, posts and comments
on social media.
5. Posts and comments on
forum.

23. Significance
Proximity Magnitude
It’ll
Getting
BIGGER Timeliness
if …

24. Negativity
is like fire
You don’t want to see it getting bigger

25. So respond it
immediately!
7 days = good for 10 years ago
1 day = good for few years ago
less than 1 hour = conversation!

26. Follow
Solution up
Admit
How to
respond
negative
feedback?

27. But check it Does it suits
my vision-
before! mission-
value?
Someone
else says
the same?
Is he my Is it logic?
segment? Hoax?

28. photo: PapaBerkumis.WordPress.com

30. Hermawan Kartajaya
and the airlines service
photo: Hermawan.TypePad.com

31. Domino’s Pizza and 30
minutes guarantee

32. Today
negativity
is not
a threat!
It’s an
opportunity!

33. THANK YOU
for listening
www.samdesign.com/surabaya
research & slide
Brahmanto Anindito
brahm@warungfiksi.net
Managing Director SAM Design