How would YOU handle social media in a crisis? Enough of the theory - with the Social Simulation, delegates will roll up their sleeves, and put into practice the language, tools and norms of the social web for social media PR and crisis response.

1. Steph Gray
socialsimulator.com
Yes, but how would
you do it?

2. Bad news travels faster
The enviro
nmental
campaign
nt
The angry comme
The customer
protest The accident
or
The staff err
The misjudged humour

3. So what makes a social media crisis?
Individual Corporate External
Image: http://adage.com/article/digitalnext/social-media-screw-ups-a-big-
missteps/146314/

6. Retail Defence
Aviation
Oil & Gas
Pharma

7. What’s different, what’s the same?
Same Different
• Ownership - clear roles and • Speed
responsibilities still key
• Social media is driven by
• Mainstream media has a trust in people, rather than
vital role organisations
• People want clear, • People have the tools to
straightforward information investigate, speculate and
mobilise

9. Source: http://www.guardian.co.uk/uk/interactive/2011/dec/07/london-riots-twitter

10. So how would you do it?

15. A Just delete the
tweet quickly
B Delete, and post
an apology

17. A Respond to the
forum thread
B Leave it

19. A Make the film
B Don’t make it

21. Block the user,
A report to Facebook
for brand violations
B Comment on the
page

24. Driving a social media crisis without really trying
Be fake
Treat as isolated case
Stay silent rand
Focus on short term b
Dismiss chatter Try to cover up

25. And some smart ways to deal with it
Be monitoring
Be consistent
Engage as human beings
Open up
Focus on essentials
th ise
Acknowledge & empa

26. Developing the skills to
socialsimulator.com
handle social media in a
crisis
@socialsimulator
020 3012 1024
hello@socialsimulator.com