If your company has employees, customers or partners located in other countries outside of the U.S., it is critical to have an international digital crisis communications plan in place that will help your organization to identify the potential for a crisis andguidelines for how to respond. This slide deck was for a presentation at the Radian6 Social2011 User Conference.

1. Developing a Digital Crisis Communications Plan Justin Levy @justinlevy

2. Our companies are not clones Photo Credit:http://www.flickr.com/photos/ashatenbroeke/4367373081

3. Don’t fall into the trap Photo Credit:http://www.flickr.com/photos/iamos/2952568902

4. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved. 11 Steps to Developing a Plan Photo Credit:http://www.flickr.com/photos/wscullin/3770015203/

5. #1: Choose and set up your monitoring platform(s) Photo Credit: http://www.flickr.com/photos/stitch/6162233

6. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved. #2: Determine your monitoring schedule Photo Credit:http://www.flickr.com/photos/rubin110/4553865006

7. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved. #3: Ensure local language support teams Photo Credit:http://www.flickr.com/photos/melanieburger/1452213847

8. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved. #4: Determine what constitutes a crisis Photo Credit:http://www.flickr.com/photos/jimnix/4773270372

9. Conversation Severity Grid ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.

10. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved. #5: Determine what you WILL respond to Photo Credit:http://www.flickr.com/photos/larimdame/2575986601

11. Compliments of your product, service, or people Recommendations or referrals to products Customer Service/Support issues or inquiries Sales leads of product inquiries Feature requests Other regular and normal posts or inquiries What to respond to: ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.

12. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved. #6: Determine what you WILL NOT respond to

13. Sarcastic, snarky or potentially inflammatory or damaging comments Discussions/conversations between individuals that mention the company in which involvement could be perceived as intrusive Posts in a language that the company doesn’t have the appropriate understanding or resources to respond to Posts/forum threads that require membership to respond to, unless it’s a customer service issue, negative post or misinformation you need to correct Posts regarding staff consolidation, compensation or other Human Resources-related issues Discussions regarding the legality of an acquisition, timing of a close and any financial data that is not already made publicly available What you should not respond to: ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.

14. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved. #7: Form your digital crisis communications team

16. Web Development

17. Customer Insights

18. SEO

20. #9: Who will respond on the company’s behalf Photo Credit:http://www.flickr.com/photos/krancien/4111748241 Photo Credit: http://www.flickr.com/photos/stitch/6162233

21. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved. #10: What to report on and how frequently Photo Credit:http://www.flickr.com/photos/superwomyn/2692053136

22. ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved. #11: Build support beams Photo Credit:http://www.flickr.com/photos/25259860/2267141079

23. Q U E S T I O N S

24. Where to find me: justinrlevy.com @justinlevy justin.levy@citrix.com workshifting.com @citrixonline / @workshifting …to stalk me ©2011 Citrix Online, a division of Citrix Systems, Inc. All rights reserved.