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PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
Social Media Risk
Management &
Compliance
Beograd, December 3, 2016
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
Thank you,
PRilika 2016
for
‘prilika’!
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
Warm up
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
Digital footprints
Account hacked?
# hijacked?
Fake news?
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
Digital footprints
“Think before you
post.”
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
#HasJustineLandedYet
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
#cybercrime in
connection with
@AssociatedPress
Twitter account
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
Source: Twitter
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
# hijacking
#saponia
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
#saponia
June 10 – viral video launched
as part of a campaign for
washing powder….
….and on June 12, the crisis
hits the road!
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
#saponia
Source: MediaTool Kit
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
#saponia
Source: MediaTool Kit
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
https://www.facebook.com/suzibluzi/posts/10210542460413434
(page visited on Nov. 29, 2016)
A post on FB
related to
Hofer
Slovenija
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
Hofer
Source: MediaTool Kit
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
Hofer
Source: MediaTool Kit
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
What’s compliance?
Adherence to the laws and
regulations passed by official
regulating bodies as well as
general principles of ethical
conduct.
(Source: http://www.corporatecompliance.org/Resources/
SCCEResources/ComplianceDictionary.aspx#c)
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
What else is compliance?
! A guardian of future
business
! A simple test of your
actions
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
Test your actions
! Decision tree (4 Qs)
1.  Is it legal?
2.  Is it ethical?
3.  Is it against our policies?
4.  Is it a bad idea?
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
Risk index for Compliance
!  Accounting Fraud
!  Antitrust / Competition Law
!  Bribery and Corruption
!  Confidential Information
!  Conflicts of Interest
!  Consumer Protection
!  Document Management
!  Employment / Labor law
!  Environment / Protection
!  Working with Government
!  Harassment
!  Insider Trading
!  Licensing
!  Money Laundering
!  Political contributions / Lobbying
!  Privacy / Data Protection
!  Intellectual property
!  Sales & marketing
!  Taxes
!  Salaries
!  Workplace health & safety
!  Workplace relations &
security
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
Social Media
! Enterprise social networks
(intranet)
! External social media
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
Purpose of social media use
! Brand visibility
! Customer service
! Promotion of products or services
! Engagement (internal, employees,
customers, business partners)
! Knowledge sharing
! Recruitment
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
Users of social media
! Marketing
! Sales
! Communications
! Customer service
! IT
! HR
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
Social Media Risk
Management
! Risk Assessment
! Risk categorization
! Governance
! Policies, trainings, awareness
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
Risk Assessment & Evaluation
!  Risk matrix ! Risk score = Impact x Likelihood
Significant O/G
Major O/G
Moderate O/G
Minor O/G O/G O/G
Slight
Slight Minor Moderate Major Significant
Likelihood (1- 5)
Impact(1-5)
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
Risk Categorisation
! Reputational
! Operational
! Financial
! Information security
! Regulatory Compliance
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
Governance
! Social media stakeholders
! Structure & policies, approvals
! Processes
! monitoring & social listening
! metrics
! System (tracking, reporting, archiving)
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
Walk the talk
! Policies
!  Social Media Policy (structure, content)
!  Privacy Policy
! Training & awareness
!  campaigns (internal, external)
!  advocates & reverse mentors
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
What else?
! Crisis communications &
management
! Cyber security
!  http://map.norsecorp.com/#/
! Social media regulatory mix
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
Cyber security ?
!  http://map.norsecorp.com/#/ (page visited on Nov. 29, 2016)
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
Social media regulatory mix
Source: Social media Risk
and Governance, P. Mennie,
Kogan Page, p. 183)
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
Key to success
! Know your business &
corporate culture
! Know your audience
! Know your risks
! Adapt to changes
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
Some useful resources
! ISO Standards
!  ISO 19600 Compliance management systems
!  ISO 26000 Social responsibility
!  ISO 31000 Risk management
!  ISO 27001 Information security management
!  ISO 37001 Anti bribery management systems
! SCCE (corporatecompliance.org)
! …or
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
Get in touch with me☺
Barbara Krajnc
barbara@auroraborealis.si
@bakrajnc
http://si.linkedin.com/pub/barbara-krajnc/
3/178/381
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc
PresentedatPRilika2016,Belgrade,dec.2016/BarbaraKrajnc

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Social Media Risk Management & Compliance - Barbara Krajnc