Crisis Preparedness Ins and Outs - White PaperMissionMode
Large, complex plans often prove ineffective during a crisis. In this white paper, crisis management expert Jonathan Bernstein describes a new way to streamline crisis management and focus on the key aspects of the response.
By using operational and communication plans, coupled with a crisis support system, an organization can react and recover more quickly.
Table of Contents
1. A not-too-far from reality case study
2. Who and where are your stakeholders?
3. How to prepare for crises—an inside job
4. The challenges of crisis communications
5. Evaluating crisis response
Crisis Communications Webinar - June 10Ted Skinner
Staying Ahead of the Game: The Steps to Effective Crisis Communications Planning
Don't wait for a crisis to hit before considering your communications strategy. Getting caught off guard can mean the difference between success and failure, especially if your competitors are quick to respond. Take action today to ensure tomorrow's stability.
> Planning for crisis incidents and overcoming resistance
> Engaging in rapid response
> Putting crisis plans into action
> The role of social media in a crisis
Moderator: Ted Skinner, Vice President, Public Relations Products, PR Newswire
Panelists:
Anne Sceia Klein, APR, Fellow PRSA, President, Anne Klein Communications Group, LLC
Irv Lipp, Principal, LippService LLC
David Weiner, Senior Account Manager, PR Newswire
Everbridge: BP - What Not To Do When the World Is WatchingEverbridge, Inc.
Boycotts, public outcry, and a tarnished reputation - some of the lasting side-effects of one of the worst oil spills in history. Despite having significant resources, BP has made one crisis communications mistake after another. Could it happen to you if a major disaster were to derail your best-laid plans? Dr. Robert Chandler, renowned crisis communication expert, dissects the missteps of BP's messaging and tell us how to avoid a guilty verdict in the court of public opinion.
Developing a Digital Crisis Communications PlanJustin Levy
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.
In Chuck Norris we trust - A3 thinking introHanno Jarvet
How to get rid of assumptions, egos and opinions and base your change initiatives on data instead. A3 thinking allows you to craft strategies for change and improvement. Here is a short overview of how to do it.
Crisis Preparedness Ins and Outs - White PaperMissionMode
Large, complex plans often prove ineffective during a crisis. In this white paper, crisis management expert Jonathan Bernstein describes a new way to streamline crisis management and focus on the key aspects of the response.
By using operational and communication plans, coupled with a crisis support system, an organization can react and recover more quickly.
Table of Contents
1. A not-too-far from reality case study
2. Who and where are your stakeholders?
3. How to prepare for crises—an inside job
4. The challenges of crisis communications
5. Evaluating crisis response
Crisis Communications Webinar - June 10Ted Skinner
Staying Ahead of the Game: The Steps to Effective Crisis Communications Planning
Don't wait for a crisis to hit before considering your communications strategy. Getting caught off guard can mean the difference between success and failure, especially if your competitors are quick to respond. Take action today to ensure tomorrow's stability.
> Planning for crisis incidents and overcoming resistance
> Engaging in rapid response
> Putting crisis plans into action
> The role of social media in a crisis
Moderator: Ted Skinner, Vice President, Public Relations Products, PR Newswire
Panelists:
Anne Sceia Klein, APR, Fellow PRSA, President, Anne Klein Communications Group, LLC
Irv Lipp, Principal, LippService LLC
David Weiner, Senior Account Manager, PR Newswire
Everbridge: BP - What Not To Do When the World Is WatchingEverbridge, Inc.
Boycotts, public outcry, and a tarnished reputation - some of the lasting side-effects of one of the worst oil spills in history. Despite having significant resources, BP has made one crisis communications mistake after another. Could it happen to you if a major disaster were to derail your best-laid plans? Dr. Robert Chandler, renowned crisis communication expert, dissects the missteps of BP's messaging and tell us how to avoid a guilty verdict in the court of public opinion.
Developing a Digital Crisis Communications PlanJustin Levy
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.
In Chuck Norris we trust - A3 thinking introHanno Jarvet
How to get rid of assumptions, egos and opinions and base your change initiatives on data instead. A3 thinking allows you to craft strategies for change and improvement. Here is a short overview of how to do it.
The causes of a major incident are a problem
Other problems are highlighted by the manner in which the major incident is handled
Refer the Major Incident Classification Tool in the Appendix
Tool is used to ensure the correct classification of a Major incident and that all details are captured
The 3As to Social Media Crisis Management for HRMarcus Ho
Today, every employee plays the role of an ambassador for your organization. With more than one billion connected citizens, the social web can be an unforgiving place for your brand. In this era of real-time business, one bad tweet or Facebook Status update from an employee would spark a social media crisis with astonishing swiftness and result in a damaging effect on the employer brand.
When such crisis wave hits, you need to act quickly and effectively. This critically important session focuses on how to plan for and recover from social media mishaps.
Crisis management is a critical part of managing social media accounts. In 2017, a shooting/ death occurred an hour after the last act performed at Festival International. In this session, you'll learn how April Courville, then-Marketing Director at Festival International, crafted their official statement, handled negative comments on social media channels and addressed belligerent followers.
When Tragedy Strikes: Managing a Crisis on Social Media – April CourvilleRodney Hess
Crisis management is a critical part of managing social media accounts. In 2017, a shooting/ death occurred an hour after the last act performed at Festival International. In this session, you'll learn how April Courville, then-Marketing Director at Festival International, crafted their official statement, handled negative comments on social media channels and addressed belligerent followers.
How to deal with the media after a failure. Guidelines for development of a crisis management program with details for everyone in the company to understand the importance and value of the plan.
Managing a Crisis, Women in Tech Summit Philly, 2017Sarah Toms
It’s inevitable – every job has its share of crises and when you are working in a technology field, the implications of operational failures are far-reaching and can have serious impacts on your company’s bottom line, reputation and customer relationships. Even with the most comprehensive disaster and recovery plans, crises can occur due to unforeseen events.
Join us for a lively discussion on how to skillfully navigate and prepare for a crisis. There will be plenty of time for questions and answers.
We will cover topics such as:
Deploying the technical team to solve the problem quickly and effectively
Communication with your company’s senior leadership, and customers
Leveraging your vendor relationships effectively
Conducting an effective post-mortem
Sysomos Beyond the Numbers - Social Media Crisis ManagementSysomos
WHAT YOU’LL LEARN:
- Setting up the appropriate monitors and alerts to safeguard against an online crisis taking you by surprise
- How you can respond to a crisis to mitigate the impact and prevent its growth
- Assessing and measuring the impact of a crisis on your brand
The causes of a major incident are a problem
Other problems are highlighted by the manner in which the major incident is handled
Refer the Major Incident Classification Tool in the Appendix
Tool is used to ensure the correct classification of a Major incident and that all details are captured
The 3As to Social Media Crisis Management for HRMarcus Ho
Today, every employee plays the role of an ambassador for your organization. With more than one billion connected citizens, the social web can be an unforgiving place for your brand. In this era of real-time business, one bad tweet or Facebook Status update from an employee would spark a social media crisis with astonishing swiftness and result in a damaging effect on the employer brand.
When such crisis wave hits, you need to act quickly and effectively. This critically important session focuses on how to plan for and recover from social media mishaps.
Crisis management is a critical part of managing social media accounts. In 2017, a shooting/ death occurred an hour after the last act performed at Festival International. In this session, you'll learn how April Courville, then-Marketing Director at Festival International, crafted their official statement, handled negative comments on social media channels and addressed belligerent followers.
When Tragedy Strikes: Managing a Crisis on Social Media – April CourvilleRodney Hess
Crisis management is a critical part of managing social media accounts. In 2017, a shooting/ death occurred an hour after the last act performed at Festival International. In this session, you'll learn how April Courville, then-Marketing Director at Festival International, crafted their official statement, handled negative comments on social media channels and addressed belligerent followers.
How to deal with the media after a failure. Guidelines for development of a crisis management program with details for everyone in the company to understand the importance and value of the plan.
Managing a Crisis, Women in Tech Summit Philly, 2017Sarah Toms
It’s inevitable – every job has its share of crises and when you are working in a technology field, the implications of operational failures are far-reaching and can have serious impacts on your company’s bottom line, reputation and customer relationships. Even with the most comprehensive disaster and recovery plans, crises can occur due to unforeseen events.
Join us for a lively discussion on how to skillfully navigate and prepare for a crisis. There will be plenty of time for questions and answers.
We will cover topics such as:
Deploying the technical team to solve the problem quickly and effectively
Communication with your company’s senior leadership, and customers
Leveraging your vendor relationships effectively
Conducting an effective post-mortem
Sysomos Beyond the Numbers - Social Media Crisis ManagementSysomos
WHAT YOU’LL LEARN:
- Setting up the appropriate monitors and alerts to safeguard against an online crisis taking you by surprise
- How you can respond to a crisis to mitigate the impact and prevent its growth
- Assessing and measuring the impact of a crisis on your brand
GraphSummit Singapore | The Future of Agility: Supercharging Digital Transfor...Neo4j
Leonard Jayamohan, Partner & Generative AI Lead, Deloitte
This keynote will reveal how Deloitte leverages Neo4j’s graph power for groundbreaking digital twin solutions, achieving a staggering 100x performance boost. Discover the essential role knowledge graphs play in successful generative AI implementations. Plus, get an exclusive look at an innovative Neo4j + Generative AI solution Deloitte is developing in-house.
Dr. Sean Tan, Head of Data Science, Changi Airport Group
Discover how Changi Airport Group (CAG) leverages graph technologies and generative AI to revolutionize their search capabilities. This session delves into the unique search needs of CAG’s diverse passengers and customers, showcasing how graph data structures enhance the accuracy and relevance of AI-generated search results, mitigating the risk of “hallucinations” and improving the overall customer journey.
Securing your Kubernetes cluster_ a step-by-step guide to success !KatiaHIMEUR1
Today, after several years of existence, an extremely active community and an ultra-dynamic ecosystem, Kubernetes has established itself as the de facto standard in container orchestration. Thanks to a wide range of managed services, it has never been so easy to set up a ready-to-use Kubernetes cluster.
However, this ease of use means that the subject of security in Kubernetes is often left for later, or even neglected. This exposes companies to significant risks.
In this talk, I'll show you step-by-step how to secure your Kubernetes cluster for greater peace of mind and reliability.
A tale of scale & speed: How the US Navy is enabling software delivery from l...sonjaschweigert1
Rapid and secure feature delivery is a goal across every application team and every branch of the DoD. The Navy’s DevSecOps platform, Party Barge, has achieved:
- Reduction in onboarding time from 5 weeks to 1 day
- Improved developer experience and productivity through actionable findings and reduction of false positives
- Maintenance of superior security standards and inherent policy enforcement with Authorization to Operate (ATO)
Development teams can ship efficiently and ensure applications are cyber ready for Navy Authorizing Officials (AOs). In this webinar, Sigma Defense and Anchore will give attendees a look behind the scenes and demo secure pipeline automation and security artifacts that speed up application ATO and time to production.
We will cover:
- How to remove silos in DevSecOps
- How to build efficient development pipeline roles and component templates
- How to deliver security artifacts that matter for ATO’s (SBOMs, vulnerability reports, and policy evidence)
- How to streamline operations with automated policy checks on container images
Goodbye Windows 11: Make Way for Nitrux Linux 3.5.0!SOFTTECHHUB
As the digital landscape continually evolves, operating systems play a critical role in shaping user experiences and productivity. The launch of Nitrux Linux 3.5.0 marks a significant milestone, offering a robust alternative to traditional systems such as Windows 11. This article delves into the essence of Nitrux Linux 3.5.0, exploring its unique features, advantages, and how it stands as a compelling choice for both casual users and tech enthusiasts.
Maruthi Prithivirajan, Head of ASEAN & IN Solution Architecture, Neo4j
Get an inside look at the latest Neo4j innovations that enable relationship-driven intelligence at scale. Learn more about the newest cloud integrations and product enhancements that make Neo4j an essential choice for developers building apps with interconnected data and generative AI.
Threats to mobile devices are more prevalent and increasing in scope and complexity. Users of mobile devices desire to take full advantage of the features
available on those devices, but many of the features provide convenience and capability but sacrifice security. This best practices guide outlines steps the users can take to better protect personal devices and information.
zkStudyClub - Reef: Fast Succinct Non-Interactive Zero-Knowledge Regex ProofsAlex Pruden
This paper presents Reef, a system for generating publicly verifiable succinct non-interactive zero-knowledge proofs that a committed document matches or does not match a regular expression. We describe applications such as proving the strength of passwords, the provenance of email despite redactions, the validity of oblivious DNS queries, and the existence of mutations in DNA. Reef supports the Perl Compatible Regular Expression syntax, including wildcards, alternation, ranges, capture groups, Kleene star, negations, and lookarounds. Reef introduces a new type of automata, Skipping Alternating Finite Automata (SAFA), that skips irrelevant parts of a document when producing proofs without undermining soundness, and instantiates SAFA with a lookup argument. Our experimental evaluation confirms that Reef can generate proofs for documents with 32M characters; the proofs are small and cheap to verify (under a second).
Paper: https://eprint.iacr.org/2023/1886
In his public lecture, Christian Timmerer provides insights into the fascinating history of video streaming, starting from its humble beginnings before YouTube to the groundbreaking technologies that now dominate platforms like Netflix and ORF ON. Timmerer also presents provocative contributions of his own that have significantly influenced the industry. He concludes by looking at future challenges and invites the audience to join in a discussion.
UiPath Test Automation using UiPath Test Suite series, part 6DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 6. In this session, we will cover Test Automation with generative AI and Open AI.
UiPath Test Automation with generative AI and Open AI webinar offers an in-depth exploration of leveraging cutting-edge technologies for test automation within the UiPath platform. Attendees will delve into the integration of generative AI, a test automation solution, with Open AI advanced natural language processing capabilities.
Throughout the session, participants will discover how this synergy empowers testers to automate repetitive tasks, enhance testing accuracy, and expedite the software testing life cycle. Topics covered include the seamless integration process, practical use cases, and the benefits of harnessing AI-driven automation for UiPath testing initiatives. By attending this webinar, testers, and automation professionals can gain valuable insights into harnessing the power of AI to optimize their test automation workflows within the UiPath ecosystem, ultimately driving efficiency and quality in software development processes.
What will you get from this session?
1. Insights into integrating generative AI.
2. Understanding how this integration enhances test automation within the UiPath platform
3. Practical demonstrations
4. Exploration of real-world use cases illustrating the benefits of AI-driven test automation for UiPath
Topics covered:
What is generative AI
Test Automation with generative AI and Open AI.
UiPath integration with generative AI
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
In this session I delve into the encryption technology used in Microsoft 365 and Microsoft Purview. Including the concepts of Customer Key and Double Key Encryption.
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
2. Oh S#!T
Getting prepared; thinking ahead
Social media is real-time, you no longer have the luxury of gaterhing the troops and determining
your strategy. Before you do anything:
• Has your compnay managed a recent crisis?
• Are you managing in-house or outsourcing?
• Who is monitoring 24/7?
• Who is your response team?
• What is your response policy?
• Hope for the best, prepare for the worst.
3. Oh S#!T
Respose Tree
Putting a clear plan in place eases the fear of crisis, a crisis response tree is great place to start.
• Examples
4.
5. Positive/Neutral Comments Yellow Alert Red Alert
Following are general guidelines for responding to positive/ • Unhappy customers • Criminal incidences pertaining to safety, theft, etc.
neutral comments.
• Dedicated complainers • Legal concerns involving the center or its tenants
Response Time: 24 hours • Reputation management
Response Time: 4 hours
Response Team: Center social media team Response Time: 1 hour
Response Team: Center social media team and agency (if
Approval Process: These responses do not require an necessary) Crisis Team: Center management team and agency
approval process.
Approval Process: Strategy and communication must be
Approval Process: Craft response and review with approved by the center’s crisis team within one hour of being
Guidelines: <NAME> (and additional center management team alerted to the issue. Upon approval, the agency will post the
1. Assess the message. members if necessary). Upon message approval, center response and monitor.
social media team will post.
2. Do you want to respond? Guidelines:
1. Immediately following a known occurrence or the discovery
• If the answer is YES: Guidelines:
of a Facebook/Twitter comment reporting an occurrence,
- Provide supporting information/commentary. 1. Is the complaint warranted? Are the facts correct? schedule a conference call with the crisis team.
- Monitor the conversation. • If the answer is YES:
- Craft a response addressing the concern and 2. Together, the crisis team will identify a response strategy. If
• If the answer is NO: alerting the author as to what steps are being taken the incident requires police attention, hold responses (other than
- Monitor the discussion to see whether the to resolve the issue. Invite an offline discussion to the prepared statement) until we have spoke with authorities.
community continues the conversation and further answer questions.
3. Within one hour of crafting the strategy/response, center
whether future action is required. management must provide all revisions and/or approval.
• If the answer is NO:
Response Considerations: - Craft a response that gently corrects the facts. 4. If there is a proactive response strategy, agency will post the
• Transparency: If/when responding, make sure you are Invite an offline discussion to further answer approved message and monitor for as long as deemed
being honest and conversational. questions. necessary.
• Sourcing: Reinforce responses, with stats or articles that 5. Should the issue escalate, we will revert to step 1 and
support your message. 2. Monitor hourly over the next 48 hours and reassess, reassess follow-up actions.
• Timeline: Be timely with responses but take the time to should the situation escalate.
craft an accurate, relevant, engaging and conversational Prepared Statement: In the situation of a “worst case scenario,”
message. such as a shooting or something of a similar nature where an
• Tone: Remember that we don’t have the luxury or face- immediate response is deemed necessary or if we are unable to
to-face communication, so ensure that your tone is clear gather the crisis team in a timely manner, the below prepared
statement should be used:
and cannot be perceived negatively.
• Influence: As followers grow, brand ambassadors and “We are aware that an incident took place on site <insert timing;
loyalists will emerge; make sure you are actively engaging e.g., last night>. We are currently working with our community
these fans. partners to assess the situation and will post further details as
soon as we have more information.”
6.
7. Oh S#!T
Playbook—advice from around the web
Monitor your social media 24/7 and think before you react (but be quick):
• Aplogize when necessary
• Address the problem
• Thank customers for their feedback
• Clear up any misinformation
• Listen and engage conversation
• Be human, not corporate
• Invite an offline discussion
8. Oh S#!T
Calling an audible
Guess what, people are unpredictable.
• Unitentionally fueling the fire
• Lack of follow-through
• Over-communicating
9. Oh S#!T
Audible
When logic usually works:
• Misguided: do they have inaccurate information?
• Unhappy customer: post result of a bad experience?
10. Oh S#!T
Audible
When logic may not work:
• Troll: focused only on negative comments?
• Rager: ranting, raging, satirical?
Lessons (from personal experience):
• In the end, it’s about the community...not necessarily the individual.
• Recognize when it’s time to stop engaging.
• Be careful about online actions—discussions/actions will get
exaggerated online
• Don’t remove the post (unless vulgar or inappropriate or threatening),
instead, execentuate the positive
11. Oh S#!T
Social Media as a Crisis Tool
Using social media as a communication tool for offline crisis.
• Small restaurant fire at a shopping center.
• Fire trucks and police on-site addressing situation.
• Center did due diligence working w/ restaurant, fire dept. and media.
• Did NOT proactively post updates to social channels.
• Networks exploded with frenzy of rumors about what had taken place
• Center forced to take a reactive position.
In hind site:
• Post quick statement with status report—small fire, no injuries, when the restaurant will reopen
• Monitor over the next 24 hours to answer questions and manage conversations (rumors)
Editor's Notes
\n
Social Media Planning&#x2014;Getting Prepared; Thinking Ahead\nSocial media is &#x201C;real time&#x201D;; you no longer have the luxury of gathering the troops and determining what your strategy/response will be once a crisis occurs. This makes creating a policy and management plan critical and the first step to avoiding a possible social media disaster.\n&#x2663;Before You Do Anything: It is important to note that a company should NOT embark on a social media strategy following a crisis. Launching these platforms immediately following a crisis encourages detractors to follow you versus building a loyal fan base/brand ambassadors. \n&#x2663;Monitoring: Social media doesn&#x2019;t &#x201C;shut down&#x201D; over the weekend, so how is your company going to monitor your media platforms seven days a week? There are several tools&#x2014;free and paid&#x2014;that conveniently aggregate social platforms into one location to make monitoring more efficient.\n&#x2663;Team: Who is your response team, and what is your response policy? If a crisis arises on a social network platform, what is your chain of events? What approvals need to take place, and what is the company&#x2019;s internal response expectation? Who will respond to which types of comments? Creating a crisis communications &#x201C;tree&#x201D; will help align the team.\n&#x2663;Expect the Unexpected: There are different levels of &#x201C;crises,&#x201D; so knowing ahead how you&#x2019;ll respond to different types of comments is key:\n-Decide which types of comments require immediate response and which can be left alone and monitored.\n-Create a coding system for &#x201C;flagging&#x201D; negative comments so everyone is clear: e.g., &#x201C;Urgent,&#x201D; &#x201C;Wait&#x201D; or &#x201C;Monitor.&#x201D;\n-Create company guidelines, including who is authorized to post, which employees will be admitted admin access, etc.\n\n
\n
\n
\n
\n
- I&#x2019;m sure many of you have researched &#x201C;crisis communications&#x201D; on the internet and come up with a lot of resources saying the same thing. I call this the basics or the playbook. It is a great &#x201C;STARTING&#x201D; point and is very intuitive:\n- Apologize: If you made a mistake, admit and apologize. Trying to cover it up or deleting the comment will anger your community more than admitting the mistake. Think about your own personal relationships...would you respect someone more for admitting to a mistake and apologizing or deflect/ignoring?\n- Address: You admitted your mistake, now it&#x2019;s time to address it&#x2014;both through words and actions\n- Thank customers&#x2014;Show your community that you appreciate their feedback and that you take everything to heart\n- Clear up misinformation&#x2014;If there is something blatantly untrue posted to your site, clear up the information but make sure you don&#x2019;t come across as defensive\n-Listen and engage&#x2014;Social media is about engagement. Don&#x2019;t go silent when a crisis occurs. Keep the community apprised, let them know you haven&#x2019;t gone into hiding\n- Be Human&#x2014;Social media humanizes brands so be human in your response. A canned &#x201C;corporate&#x201D; response will not be as well-received as a sincere one\n-Invite an offline discussion&#x2014;Once you have done your due dilligence to address the detractor or community, invite those involved to take the conversation offline to further discuss in detail\n
- So you did everything by the book and your result was....not what you expected\n-So what can happen:\n- fueling the fire: encouraging a detractor to pick up their game\n- the comments subside and the company doesn&#x2019;t follow through with actions&#x2014;they will come back bigger and nastier\n- Over communication&#x2014;going bath and forth with a detractor is not only frustrating to you but to the community\n
\nMisguided: do they have inaccurate information? (fix the facts and hope that solves the issue, but be prepared for responses)\nUnhappy customer: post result of a bad experience (identify the issue and present a solution)\n Hillsdale issue with Cheesecake factory offer being inaccurate\n Bad customer experience\n Righted situation by presenting a $20 GC to the restaurant (cheap, easy fix that righted the situation).\n
Troll: focused only on negative comments (MONITOR)\nRager: ranting, raging, satirical? (MONITOR)\nThe Antagonist: Someone whose sole purpose in life is to &#x201C;stir the pot&#x201D;:\n&#x2663;Logic doesn&#x2019;t work in this situation; these individuals will respond negatively no matter what you post, many times raising the bar with each retort\n&#x2663;While he/she may generate some followers who have been harboring negative opinions, the majority of the community is likely just as annoyed with the antagonist as you are\n&#x2663;By participating in &#x201C;back and forth&#x201D; you can come across in a variety of lights: defensive, consistent, responsive, childish, etc.\n\n&#x2663;In the end, it&#x2019;s about the community&#x2026;not necessarily one individual. Identify your strategy based on what is truly best for the community\n&#x2663;Recognize when it&#x2019;s time to stop engaging with an individual\n&#x2663;Be careful about offline actions with an antagonist&#x2014;chances are the discussion/action will be reported online and exaggerated\n&#x2663;Unless a comment is vulgar, inappropriate or threatening, removing a comment screams &#x201C;guilt.&#x201D; Instead, focus on providing positive, informative, useful content and engage with the community\n\n\n
&#x2663;The crisis may not happen on social media, but it is important to be proactive on social media platforms following a crisis\n&#x2663;In addition to media relations, keep your social networks apprised of the situation to avoid inaccurate information spreading online\n&#x2663;E.g., a restaurant at a center had a small fire that shut the restaurant down for short period of time. Fire trucks and police were on-site taking care of the situation, and the center did their due diligence working with the restaurant, fire department and media, however they failed to proactively post an update on Facebook and Twitter to alert their online community of what had happened. Soon, both networks exploded with a frenzy of rumors about what had taken place at the center, leading to preventable social media crisis and reactive situation. The center should have simply:\noPosted a quick statement that there was a small fire at a restaurant, no one was injured and a date for when the restaurant was set to reopen\noMonitored the site frequently over the next 24 hours to answer questions and manage conversations\n\n