Social Media Crisis Management: Ready, Steady RELAX it’s Under Control. When it comes to crisis management we can think of the big disasters like plane crashes, tsunami or big traffic accidents. Sometimes we can forget the everyday requests and reports from customers and clients are just as important and need addressing as well. Janet’s presentation covered planning, examples of crisis management (good and bad), preparation, how to listen, how to investigate and other helpful pointers to ensure you have a plan set in place in case of a crisis. Prevention & Planning: The age-old-sayings “prevention is better than the cure” and “communication is key” are extremely applicable to effective and efficient crisis management. Planning will give you and your employees peace of mind because, if something were to happen, they know that it’s covered and there is a plan as to how to address it.

1. Social Media Crisis Management
Ready, Steady, RELAX it’s Under Control
@SocialProgress1

2. Prevention & Planning
• 24-hour informal news cycle
• Prevention is better than cure
• Effective communication &
issue management
• Peace of mind

3. Southwest Airline
Plane
Chicago
Killed a 6 year old
boy
FACEBOOK POST:
‘Because we are such a super airport….this is what we
prevent you from when it snows……Weeeee :)’

4. Cristiano Ronaldo
fans formed anti-
Pepsi Facebook Page
Over 100K likes in
one day

5. HMV Twitter Takeover
60 staff members laid off
Senior Managers
couldn’t lock down the
account

7. Plan – Be Prepared
• Have a social media policy and a STRONG
community engagement plan
• What steps need to be taken if a crisis arises
• Should be linked to Terms of Service
• A list of who in the company needs to be
notified
• What steps will be taken to control it

8. Pay Attention
• Listen to the online conversation
• Use social media listening tools like Hootsuite
• What’s being said about your brand /
company?

9. Is it really a crisis
• How did it originate?
• Are your customers affected?
• Are others affected?
• Who’s rallying round the issue?
• Are they backing you or against you?
• Listening will help shape your response

10. Quickly acknowledge it
• Speed matters
• Inform
• Be transparent
• Let the public know you know

11. Let people speak
• Be where they’re talking
• Benefits of Facebook v Twitter
• Control the conversation

12. Stay cool
• NEVER get into a public argument
• Put yourself in the public’s position

13. Have an information station
• Develop an area on your website
• Add relevant up to the minute info
• Have a FAQ section
• Direct concerned followers to URL
• Streamline communication

14. TURN NEGATIVES TO POSITIVES
• Apologise
• If you did something wrong – own up!
• Explain – communication is key
• Don’t apportion the blame elsewhere
• Turn upset fans into loyal customers
• Take responsibility
• Don’t delete consumer comments
• Give thought to how you will rebuild

16. References
• www.entrepreneur.com
• www.agnesday.com
• www.socialsimulator.com
• www.crispthinking.com
THANK YOU