When a crisis happens, the first resource customers turn to is social media. They expect up-to-date information, help and solutions. For a utility in a weather crisis, this means lots of unhappy customers searching for a solution to a problem we have little to no control over solving.
The worst thing a utility can do is be unprepared to respond on social media when a crisis hits. Planning responses, approval processes and even staffing is critical to success.
This slide deck provides four tips to help community managers:
- Humanize the brand
- Leverage internal expertise
- Divide and conquer customer service
- Provide transparent, timely information
Is My Digital Marketing Strategy Still Relevant in 2016?Capstrat
Shift and disruption are driving the digital industry. Technology advances continue to be a moving target. Learn how digital marketing continues to evolve, and get tips for refining your digital marketing strategy in 2016.
Is My Digital Marketing Strategy Still Relevant in 2016?Capstrat
Shift and disruption are driving the digital industry. Technology advances continue to be a moving target. Learn how digital marketing continues to evolve, and get tips for refining your digital marketing strategy in 2016.
A convection decay model for simulating the transmission of flood waves in ep...Amro Elfeki
Elfeki, A.M.M., Hatem A Ewea, Jarbou A Bahrawi, Nassir S Al-Amri: A Convection-Decay Model for Simulating the Transmission of Flood Waves in Ephemeral Channels in Arid Zones (2014). 6 International Conference on Water Resources and th Arid Environments (ICWRAE 6): 328-333, 16-17 December, 2014, Riyadh, Saudi Arabia.
The seventh presentation delivered at the 'Big Data in health and care: using data to gain new insights’ event, hosted by Wessex Academic Health Science Network (AHSN) on 19 April 2015.
Social advertising, native advertising, content marketing, mobile, marketing automation, CRM, email marketing - today's world of marketing is filled with more opportunity than ever before. But with this opportunity comes the potential inertia of too much – too much to learn, too much data to measure, too many technologies to adopt, too many marketing tactics to integrate – too many decisions overall! Find out how to bring strategic structure to the chaos in a way that your peers and leadership can clearly understand and support. Learn how to develop a strong, integrated campaign that will help you justify your marketing budget - or get a budget - to your organization's executive leadership.
2015 Minneapolis, Mn - Fall AMA WorkshopsJon Barlow
Social advertising, native advertising, content marketing, mobile, marketing automation, CRM, email marketing - today's world of marketing is filled with more opportunity than ever before. But with this opportunity comes the potential inertia of too much – too much to learn, too much data to measure, too many technologies to adopt, too many marketing tactics to integrate – too many decisions overall! Find out how to bring strategic structure to the chaos in a way that your peers and leadership can clearly understand and support. Learn how to develop a strong, integrated campaign that will help you justify your marketing budget - or get a budget - to your organization's executive leadership.
Minneapolis, Mn - AMA Fall Workshops 2015Jon Barlow
Social advertising, native advertising, content marketing, mobile, marketing automation, CRM, email marketing - today's world of marketing is filled with more opportunity than ever before. But with this opportunity comes the potential inertia of too much – too much to learn, too much data to measure, too many technologies to adopt, too many marketing tactics to integrate – too many decisions overall! Find out how to bring strategic structure to the chaos in a way that your peers and leadership can clearly understand and support. Learn how to develop a strong, integrated campaign that will help you justify your marketing budget - or get a budget - to your organization's executive leadership.
Integrating Marketing Session - Charlotte AMA Spring WorkshopJon Barlow
Social advertising, native advertising, content marketing, mobile, marketing automation, CRM, email marketing - today's world of marketing is filled with more opportunity than ever before. But with this opportunity comes the potential inertia of too much – too much to learn, too much data to measure, too many technologies to adopt, too many marketing tactics to integrate – too many decisions overall! Find out how to bring strategic structure to the chaos in a way that your peers and leadership can clearly understand and support. Learn how to develop a strong, integrated campaign that will help you justify your marketing budget - or get a budget - to your organization's executive leadership.
Social advertising, native advertising, content marketing, mobile, marketing automation, CRM, email marketing - today's world of marketing is filled with more opportunity than ever before. But with this opportunity comes the potential inertia of too much – too much to learn, too much data to measure, too many technologies to adopt, too many marketing tactics to integrate – too many decisions overall! Find out how to bring strategic structure to the chaos in a way that your peers and leadership can clearly understand and support. Learn how to develop a strong, integrated campaign that will help you justify your marketing budget - or get a budget - to your organization's executive leadership.
A marketing campaign is not a press release, advertisement, digital tactic, etc. It’s all of these and more. But how do you determine the right mix of traditional, digital, social, direct response, mobile and more as an integrated marketing campaign?
Integrated marketing communications should drive purposeful, cross-functional and organizational collaboration to accomplish stated business objectives.
Find out how to bring strategic structure to the chaos in a way that your peers and leadership can clearly understand and support. Develop a strong, integrated campaign that will help you justify your marketing budget – or get a budget – to your organization’s executive leadership.
Webinar: So What - Evolving from Social Data to Social IntelligenceBrandwatch
"The speed of social" is a phrase we often hear when talking about how organizations use social media to engage and respond to customers.
But there’s a dual meaning there: How social data itself has evolved—giving rise to the age of social analytics and social business intelligence.
In this one-hour webinar, Brandwatch VP of Client Services Adam Bambrough and guest Susan Etlinger of Altimeter Group will discuss:
- How (and why) social data has evolved in recent years
- Why it’s so critical to scale social data across the enterprise
- The benefits and use cases of a social media command center
Although originally conceived as a cost center, Customer Success has become a source of revenue for those who know how to make it profitable. How can you turn your Customer Success Management programs in profit centers? What steps should you take to drive profits, and lead your customer to recognize the value of your service?
In this webinar, we’ve partnered with Tri Tuns to discuss:
- CSM as a Profit Center vs. CSM as a Cost Center
- Driving Profits Through Customer Success
- Providing Value Your Customers Will Pay For
Jason Whitehead, Tri Tuns Founder and CEO, and Rick Matney, Senior Consultant at Tri Tuns, tell you how you can drive profit from your Customer Success Management program.
Intelligent Marketing Solutions: Where to Begin and Whysbmoser
The marketing game is changing. Gartner analysts predict that by 2020, customers will manage 85% of their relationships with enterprises without interacting with a human. Are you prepared?
A convection decay model for simulating the transmission of flood waves in ep...Amro Elfeki
Elfeki, A.M.M., Hatem A Ewea, Jarbou A Bahrawi, Nassir S Al-Amri: A Convection-Decay Model for Simulating the Transmission of Flood Waves in Ephemeral Channels in Arid Zones (2014). 6 International Conference on Water Resources and th Arid Environments (ICWRAE 6): 328-333, 16-17 December, 2014, Riyadh, Saudi Arabia.
The seventh presentation delivered at the 'Big Data in health and care: using data to gain new insights’ event, hosted by Wessex Academic Health Science Network (AHSN) on 19 April 2015.
Social advertising, native advertising, content marketing, mobile, marketing automation, CRM, email marketing - today's world of marketing is filled with more opportunity than ever before. But with this opportunity comes the potential inertia of too much – too much to learn, too much data to measure, too many technologies to adopt, too many marketing tactics to integrate – too many decisions overall! Find out how to bring strategic structure to the chaos in a way that your peers and leadership can clearly understand and support. Learn how to develop a strong, integrated campaign that will help you justify your marketing budget - or get a budget - to your organization's executive leadership.
2015 Minneapolis, Mn - Fall AMA WorkshopsJon Barlow
Social advertising, native advertising, content marketing, mobile, marketing automation, CRM, email marketing - today's world of marketing is filled with more opportunity than ever before. But with this opportunity comes the potential inertia of too much – too much to learn, too much data to measure, too many technologies to adopt, too many marketing tactics to integrate – too many decisions overall! Find out how to bring strategic structure to the chaos in a way that your peers and leadership can clearly understand and support. Learn how to develop a strong, integrated campaign that will help you justify your marketing budget - or get a budget - to your organization's executive leadership.
Minneapolis, Mn - AMA Fall Workshops 2015Jon Barlow
Social advertising, native advertising, content marketing, mobile, marketing automation, CRM, email marketing - today's world of marketing is filled with more opportunity than ever before. But with this opportunity comes the potential inertia of too much – too much to learn, too much data to measure, too many technologies to adopt, too many marketing tactics to integrate – too many decisions overall! Find out how to bring strategic structure to the chaos in a way that your peers and leadership can clearly understand and support. Learn how to develop a strong, integrated campaign that will help you justify your marketing budget - or get a budget - to your organization's executive leadership.
Integrating Marketing Session - Charlotte AMA Spring WorkshopJon Barlow
Social advertising, native advertising, content marketing, mobile, marketing automation, CRM, email marketing - today's world of marketing is filled with more opportunity than ever before. But with this opportunity comes the potential inertia of too much – too much to learn, too much data to measure, too many technologies to adopt, too many marketing tactics to integrate – too many decisions overall! Find out how to bring strategic structure to the chaos in a way that your peers and leadership can clearly understand and support. Learn how to develop a strong, integrated campaign that will help you justify your marketing budget - or get a budget - to your organization's executive leadership.
Social advertising, native advertising, content marketing, mobile, marketing automation, CRM, email marketing - today's world of marketing is filled with more opportunity than ever before. But with this opportunity comes the potential inertia of too much – too much to learn, too much data to measure, too many technologies to adopt, too many marketing tactics to integrate – too many decisions overall! Find out how to bring strategic structure to the chaos in a way that your peers and leadership can clearly understand and support. Learn how to develop a strong, integrated campaign that will help you justify your marketing budget - or get a budget - to your organization's executive leadership.
A marketing campaign is not a press release, advertisement, digital tactic, etc. It’s all of these and more. But how do you determine the right mix of traditional, digital, social, direct response, mobile and more as an integrated marketing campaign?
Integrated marketing communications should drive purposeful, cross-functional and organizational collaboration to accomplish stated business objectives.
Find out how to bring strategic structure to the chaos in a way that your peers and leadership can clearly understand and support. Develop a strong, integrated campaign that will help you justify your marketing budget – or get a budget – to your organization’s executive leadership.
Webinar: So What - Evolving from Social Data to Social IntelligenceBrandwatch
"The speed of social" is a phrase we often hear when talking about how organizations use social media to engage and respond to customers.
But there’s a dual meaning there: How social data itself has evolved—giving rise to the age of social analytics and social business intelligence.
In this one-hour webinar, Brandwatch VP of Client Services Adam Bambrough and guest Susan Etlinger of Altimeter Group will discuss:
- How (and why) social data has evolved in recent years
- Why it’s so critical to scale social data across the enterprise
- The benefits and use cases of a social media command center
Although originally conceived as a cost center, Customer Success has become a source of revenue for those who know how to make it profitable. How can you turn your Customer Success Management programs in profit centers? What steps should you take to drive profits, and lead your customer to recognize the value of your service?
In this webinar, we’ve partnered with Tri Tuns to discuss:
- CSM as a Profit Center vs. CSM as a Cost Center
- Driving Profits Through Customer Success
- Providing Value Your Customers Will Pay For
Jason Whitehead, Tri Tuns Founder and CEO, and Rick Matney, Senior Consultant at Tri Tuns, tell you how you can drive profit from your Customer Success Management program.
Intelligent Marketing Solutions: Where to Begin and Whysbmoser
The marketing game is changing. Gartner analysts predict that by 2020, customers will manage 85% of their relationships with enterprises without interacting with a human. Are you prepared?
Social advertising, native advertising, content marketing, mobile, marketing automation, CRM, email marketing - today's world of marketing is filled with more opportunity than ever before. But with this opportunity comes the potential inertia of too much – too much to learn, too much data to measure, too many technologies to adopt, too many marketing tactics to integrate – too many decisions overall! Find out how to bring strategic structure to the chaos in a way that your peers and leadership can clearly understand and support. Learn how to develop a strong, integrated campaign that will help you justify your marketing budget - or get a budget - to your organization's executive leadership.
Webinar | Fail Early, Win More. The Strategy Behind Opportunity ManagementAltify
Our research suggests that just over half (59%) of sales professionals think they can qualify effectively. The problem is that when you do a great job in qualification your pipeline shrinks, and even though it’s the right thing to do, sometimes you keep that deal in the pipeline longer than you should.
If you’re pursuing 10 deals and winning 3, that’s a 30% win rate—average for enterprise sales. How about winning 4 out of 7? That’s a 57% win rate – with less time spent on deals you can’t win.
Moving from Traditional to Connected Support: Delivering Better Customer Expe...Support.com
Self-service and changes in customer behavior
How self-service is impacting the demand on support agents
How we’ve seen companies adapting their approach to support
10 Video Ideas Any Business Can Make RIGHT NOW!
You'll never draw a blank again on what kind of video to make for your business. Go beyond the basic categories and truly reimagine a brand new advanced way to brainstorm video content creation. During this masterclass you'll be challenged to think creatively and outside of the box and view your videos through lenses you may have never thought of previously. It's guaranteed that you'll leave with more than 10 video ideas, but I like to under-promise and over-deliver. Don't miss this session.
Key Takeaways:
How to use the Video Matrix
How to use additional "Lenses"
Where to source original video ideas
It's another new era of digital and marketers are faced with making big bets on their digital strategy. If you are looking at modernizing your tech stack to support your digital evolution, there are a few can't miss (often overlooked) areas that should be part of every conversation. We'll cover setting your vision, avoiding siloes, adding a democratized approach to data strategy, localization, creating critical governance requirements and more. Attendees will walk away with actions they can take into initiatives they are running today and consider for the future.
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
Come learn how YOU can Animate and Illuminate the World with Generative AI's Explosive Power. Come sit in the driver's seat and learn to harness this great technology.
For too many years marketing and sales have operated in silos...while in some forward thinking companies, the two organizations work together to drive new opportunity development and revenue. This session will explore the lessons learned in that beautiful dance that can occur when marketing and sales work together...to drive new opportunity development, account expansion and customer satisfaction.
No, this is not a conversation about MQLs and SQLs. Instead we will focus on a framework that allows the two organizations to drive company success together.
Unleash the power of UK SEO with Brand Highlighters! Our guide delves into the unique search landscape of Britain, equipping you with targeted strategies to dominate UK search engine results. Discover local SEO tactics, keyword magic for UK audiences, and mobile optimization secrets. Get your website seen by the right people and propel your brand to the top of UK searches.
To learn more: https://brandhighlighters.co.uk/blog/top-seo-agencies-uk/
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
In this presentation, Danny Leibrandt explains the impact of AI on SEO and what Google has been doing about it. Learn how to take your SEO game to the next level and win over Google with his new strategy anyone can use. Get actionable steps to rank your name, your business, and your clients on Google - the right way.
Key Takeaways:
1. Real content is king
2. Find ways to show EEAT
3. Repurpose across all platforms
Digital Money Maker Club – von Gunnar Kessler digital.focsh890
Title One is a comprehensive examination of the impact of digital technologies on
modern society. In a world where technology continues to advance rapidly, this article delves into the nuances and complexities of the digital age, exploring Its implications across various sectors and aspects of life.
A.I. (artificial intelligence) platforms are popping up all the time, and many of them can and should be used to help grow your brand, increase your sales and decrease your marketing costs.In this presentation:We will review some of the best AI platforms that are available for you to use.We will interact with some of the platforms in real-time, so attendees can see how they work.We will also look at some current brands that are using AI to help them create marketing messages, saving them time and money in the process. Lastly, we will discuss the pros and cons of using AI in marketing & branding and have a lively conversation that includes comments from the audience.
Key Takeaways:
Attendees will learn about LLM platforms, like ChatGPT, and how they work, with preset examples and real time interactions with the platform. Attendees will learn about other AI platforms that are creating graphic design elements at the push of a button...pre-set examples and real-time interactions.Attendees will discuss the pros & cons of AI in marketing + branding and share their perspectives with one another. Attendees will learn about the cost savings and the time savings associated with using AI, should they choose to.
Mastering Multi-Touchpoint Content Strategy: Navigate Fragmented User JourneysSearch Engine Journal
Digital platforms are constantly multiplying, and with that, user engagement is becoming more intricate and fragmented.
So how do you effectively navigate distributing and tailoring your content across these various touchpoints?
Watch this webinar as we dive into the evolving landscape of content strategy tailored for today's fragmented user journeys. Understanding how to deliver your content to your users is more crucial than ever, and we’ll provide actionable tips for navigating these intricate challenges.
You’ll learn:
- How today’s users engage with content across various channels and devices.
- The latest methodologies for identifying and addressing content gaps to keep your content strategy proactive and relevant.
- What digital shelf space is and how your content strategy needs to pivot.
With Wayne Cichanski, we’ll explore innovative strategies to map out and meet the diverse needs of your audience, ensuring every piece of content resonates and connects, regardless of where or how it is consumed.
Digital Commerce Lecture for Advanced Digital & Social Media Strategy at UCLA...Valters Lauzums
E-commerce in 2024 is characterized by a dynamic blend of opportunities and significant challenges. Supply chain disruptions and inventory shortages are critical issues, leading to increased shipping delays and rising costs, which impact timely delivery and squeeze profit margins. Efficient logistics management is essential, yet it is often hampered by these external factors. Payment processing, while needing to ensure security and user convenience, grapples with preventing fraud and integrating diverse payment methods, adding another layer of complexity. Furthermore, fulfillment operations require a streamlined approach to handle volume spikes and maintain accuracy in order picking, packing, and shipping, all while meeting customers' heightened expectations for faster delivery times.
Amid these operational challenges, customer data has emerged as an important strategy. By focusing on personalization and enhancing customer experience from historical behavior, businesses can deliver improved website and brand experienced, better product recommendations, optimal promotions, and content to meet individual preferences. Better data analytics can also help in effectively creating marketing campaigns, improving customer retention, and driving product development and inventory management.
Innovative formats such as social commerce and live shopping are beginning to impact the digital commerce landscape, offering new ways to engage with customers and drive sales, and may provide opportunity for brands that have been priced out or seen a downturn with post-pandemic shopping behavior. Social commerce integrates shopping experiences directly into social media platforms, tapping into the massive user bases of these networks to increase reach and engagement. Live shopping, on the other hand, combines entertainment and real-time interaction, providing a dynamic platform for showcasing products and encouraging immediate purchases. These innovations not only enhance customer engagement but also provide valuable data for businesses to refine their strategies and deliver superior shopping experiences.
The e-commerce sector is evolving rapidly, and businesses that effectively manage operational challenges and implement innovative strategies are best positioned for long-term success.
Top 3 Ways to Align Sales and Marketing Teams for Rapid GrowthDemandbase
In this session, Demandbase’s Stephanie Quinn, Sr. Director of Integrated and Digital Marketing, Devin Rosenberg, Director of Sales, and Kevin Rooney, Senior Director of Sales Development will share how sales and marketing shapes their day-to-day and what key areas are needed for true alignment.
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
Sounds obvious and so simple, but it’s extremely important.
As the community manager, you are at the front line for frustrated, worried, and tired customers. They want to complain but only because they want help and are seeking info.
Unfortunately, the information you have to give isn’t that easy. It’s not easy to tell a customer that we don’t know when their power will return because they’re on a local distribution or tap line. No one wants to hear that they’re last on the list. But, they want the truth. It’s your job to give them that without making the situation worse. No easy task.
Think about times when you’re frustrated with a company. One time, my power went off while I was on a community management shift for a utility. I was frustrated…. But, I knew exactly how many linemen were out there working and I knew how much the people on the other end of the line want to give me the answer I want to hear.
Obviously most people don’t know that. And especially on social media, frustration gets the better of us. We have the relative anonymity of hiding behind a Twitter handle or Facebook page, and the company feels like one big anonymous group, allowing us to treat the people on the other end of a line, twitter account or Facebook page less like real people.
It’s easier to think of these concepts with big consumer brands with which we all have experiences. I like to think about Starbucks
It’s easy to attack a logo online, harder to attack a face and a name. When it comes to complex issues, deputize your subject matter experts on social media to handle the tricky conversations. An authoritative individual has more credibility on social media than a brand, and detractors are much less likely to be hostile. Just make sure to equip your SMEs with social media training and have a plan for when to drop the conversation if dialogue isn’t having a positive impact.
Obvi it’s not hannah harrill on the other side, but your tone, posts, photos should all reflect a human personality, not just the brand. This might mean getting out of your comfort zone as far as content.
It’s easy to attack a logo online, harder to attack a face and a name. When it comes to complex issues, deputize your subject matter experts on social media to handle the tricky conversations. An authoritative individual has more credibility on social media than a brand, and detractors are much less likely to be hostile. Just make sure to equip your SMEs with social media training and have a plan for when to drop the conversation if dialogue isn’t having a positive impact.
Community managers spend most of our time thinking about proactive content. We build calendars, create eye-catching images, collect new content from different areas of the company, leverage events.
But during a storm, you have to be ok with being reactive. You have to embrace being reactive. Because humans react when someone else has a problem. And to come out of a storm with better, stronger relationships
It always works
But the reason is because people know that there are real people out there in the cold or rain or wind working to get the lights back on.
It’s easy to attack a logo online, harder to attack a face and a name. When it comes to complex issues, deputize your subject matter experts on social media to handle the tricky conversations. An authoritative individual has more credibility on social media than a brand, and detractors are much less likely to be hostile. Just make sure to equip your SMEs with social media training and have a plan for when to drop the conversation if dialogue isn’t having a positive impact.
Expand your definition by bringing them out form behind the scenes
Laura: usually these are the people I like to put on background with reporters, but in a crisis situation they can be even more useful publicly
Hannah: also keep your eyes pealed for social media SMEs, or colleagues already interested and personally active. These people can be extremely useful especially during a storm. It’s also a great way to bring more people into the social media fold and get them excited about it internally
Doing it well: PG&E and Duke Energy – it’s a program and has gotten back to
Today, 42% of consumers expect service providers to respond to customer service issues on social media in 60 minutes or less – that expectation is heightened during a storm.
Having a dedicated team with planned monitoring shifts ensures that someone is always on point to respond to questions on social media.
Company social media policy
Contact information
Monitoring hand-off protocol
Power restoration estimates
Content management system
Approved responses to FAQs
Relevant hashtags
Contact information
Sandy: People sent more than 20 million Tweets about the storm between Oct 27 & Nov 1.
Content management system – customer service or SMEs
Jump in about how it’s also really good content to share
As a storm rolls in, you never know exactly what you’re going to get. So with storm and all other crises, you have to expect the unexpected.
But, that doesn’t mean you can’t prepare.
A key component of your crisis plan and preparation should be scenario planning. While you’ll likely never see that exact scenario, the planning and drills allow the team to get more comfortable with response plans that can help inform reactions in an actual event.
Often cell phones are the only source of information people have, so you have to think mobile first
With limited character counts, you can’t give the full story in a tweet.
One stop for key information in a crisis
Mobile- and customer-first design and information
Contact information and updates highlighted
Easy navigation
Responsive design
Process graphics
Multi-audiences, but customer first
Keep most important info at the top of your feed:
Contact information for affected areas
Statement from executives
Multimedia content
