Are you prepared to deal with a social media crisis? It’s every Social Media Manager’s worst nightmare, but it doesn’t have to be. Watch this webinar with our friends at the creative agency, Chandelier Creative, to learn how to predict and mitigate crises online.
Specifically, you’ll learn:
- How to develop a social media crisis management plan
- How to protect your brand before, during and after a crisis
- How other brands have successfully managed a social media crisis
How to Manage a Social Media Crisis explains how you can put a social media crisis management in place for your brand.
Using real examples of why major brands got it wrong, this guide will explain just what you need to do to protect your brand's reputation on social media.
Download the full whitepaper at www.stickyeyes.com/intelligence
Online Crisis Management + Case Studies - Elkottab WorkshopAhmed Maher
Online Crisis Management + Case Studies - Elkottab Workshopز
Please note that this presentation was designed to fit into a workshop, so not everything written in the slides, just headlines & less descriptions.
If you wish to have more explanations please don't hesitate to contact me as shown on my profile here.
Women & the Dynamics of Digital Social CapitalDeanna Zandt
Created by Susan Mernit and Deanna Zandt for the Women Action & The Media 2009 Conference Pre-Intensive Workshop.
http://www.centerfornewwords.org/wam/dsc.php
Part 1
What is social capital? Just like regular capital, it’s a commodity that’s traded daily, and it has a direct effect on your career and goals. With today’s tech tools turning everything on its head, women have more of an opportunity than ever to ramp up their influence; this section will discuss the ways men and women build and use social capital differently, and begin to explore technology’s role.
Part 2
Putting theory into practice: in this section, we’ll explore some of the common tools in play for working with your digital social capital: Facebook, Twitter, FriendFeed, LinkedIn, and more! This will be for beginners and advanced folk alike; more skilled attendees will be asked to share their experiences, while beginners will be taught how to get started.
How to Manage a Social Media Crisis explains how you can put a social media crisis management in place for your brand.
Using real examples of why major brands got it wrong, this guide will explain just what you need to do to protect your brand's reputation on social media.
Download the full whitepaper at www.stickyeyes.com/intelligence
Online Crisis Management + Case Studies - Elkottab WorkshopAhmed Maher
Online Crisis Management + Case Studies - Elkottab Workshopز
Please note that this presentation was designed to fit into a workshop, so not everything written in the slides, just headlines & less descriptions.
If you wish to have more explanations please don't hesitate to contact me as shown on my profile here.
Women & the Dynamics of Digital Social CapitalDeanna Zandt
Created by Susan Mernit and Deanna Zandt for the Women Action & The Media 2009 Conference Pre-Intensive Workshop.
http://www.centerfornewwords.org/wam/dsc.php
Part 1
What is social capital? Just like regular capital, it’s a commodity that’s traded daily, and it has a direct effect on your career and goals. With today’s tech tools turning everything on its head, women have more of an opportunity than ever to ramp up their influence; this section will discuss the ways men and women build and use social capital differently, and begin to explore technology’s role.
Part 2
Putting theory into practice: in this section, we’ll explore some of the common tools in play for working with your digital social capital: Facebook, Twitter, FriendFeed, LinkedIn, and more! This will be for beginners and advanced folk alike; more skilled attendees will be asked to share their experiences, while beginners will be taught how to get started.
TOPIC: A HOW TO approach to dealing with a crisis with Social Media. This is the third in a series of online trainings brought to you by The Wall Street Journal, Ogilvy and GoToWebinar. Asia Pacific director of Digital Influence Thomas Crampton moderated a presentation by Digital Influence Global Managing John Bell and Managing Director of the Global Public Affairs Practice Jamie Moeller.
Leveraging Social Media Platforms; Techniques and Tools to Monitor and Measur...Michael Pranikoff
Leveraging Social Media Platforms; Techniques and Tools to Monitor and Measure its Effectiveness - IABC Cleveland Technology Petting Zoo – April 14, 2011. Presentation by Michael Pranikoff, PR Newswire Global Director of Emerging Media
Monique Ramsey, Founder & CCO of Cosmetic Social Media, shares strategies and best practices for using new & social media to deepen existing patient relationships and create new ones.
Apartment community disasters are big, public news events in which residents, media, government and relief organizations are all looking to the communications leadership of the apartment owner.
Jim Rettew, Chief Communications Officer for the American Red Cross, Mile High Chapter will discuss the use of social media for crisis communications in an multifamily emergency situation.
Presented by-Kashish Jhamb Cityinnovates
What’s a Social Media Crisis?CRISIS? Really?
If there’s a high volume of incoming social media messages on one particular topic or negative comments, chances are you have a social media crisis on your hands.
A communications crisis can strike at any time. It could be a faulty product, a lousy campaign, or a slip of the tongue from someone higher up.
It doesn’t matter the industry you’re in, or how popular you’ve been to this point. Sometimes, it just happens.
Waiting for a social media crisis to blow over is never an option. If you ignore it, it will likely get worse. Social media can be an asset in a crisis when used correctly, not an extra problem.
How to identify a Crisis on Social Media
When the public knows more (than your company) about the issue and they voice it on social media that’s your first sign of a social media crisis
If you start receiving a negative review in series on a particular product or a service then it is a sign of social media crisis
If you get more than 10 negative mentions per hour, for more than three consecutive hours then it is a sign of social media crisis
TOPIC: A HOW TO approach to dealing with a crisis with Social Media. This is the third in a series of online trainings brought to you by The Wall Street Journal, Ogilvy and GoToWebinar. Asia Pacific director of Digital Influence Thomas Crampton moderated a presentation by Digital Influence Global Managing John Bell and Managing Director of the Global Public Affairs Practice Jamie Moeller.
Leveraging Social Media Platforms; Techniques and Tools to Monitor and Measur...Michael Pranikoff
Leveraging Social Media Platforms; Techniques and Tools to Monitor and Measure its Effectiveness - IABC Cleveland Technology Petting Zoo – April 14, 2011. Presentation by Michael Pranikoff, PR Newswire Global Director of Emerging Media
Monique Ramsey, Founder & CCO of Cosmetic Social Media, shares strategies and best practices for using new & social media to deepen existing patient relationships and create new ones.
Apartment community disasters are big, public news events in which residents, media, government and relief organizations are all looking to the communications leadership of the apartment owner.
Jim Rettew, Chief Communications Officer for the American Red Cross, Mile High Chapter will discuss the use of social media for crisis communications in an multifamily emergency situation.
Presented by-Kashish Jhamb Cityinnovates
What’s a Social Media Crisis?CRISIS? Really?
If there’s a high volume of incoming social media messages on one particular topic or negative comments, chances are you have a social media crisis on your hands.
A communications crisis can strike at any time. It could be a faulty product, a lousy campaign, or a slip of the tongue from someone higher up.
It doesn’t matter the industry you’re in, or how popular you’ve been to this point. Sometimes, it just happens.
Waiting for a social media crisis to blow over is never an option. If you ignore it, it will likely get worse. Social media can be an asset in a crisis when used correctly, not an extra problem.
How to identify a Crisis on Social Media
When the public knows more (than your company) about the issue and they voice it on social media that’s your first sign of a social media crisis
If you start receiving a negative review in series on a particular product or a service then it is a sign of social media crisis
If you get more than 10 negative mentions per hour, for more than three consecutive hours then it is a sign of social media crisis
Social Listening in Practice: Reputation & Crisis MonitoringBrandwatch
Every organization, regardless of size, will encounter a crisis at some point. Thankfully, not every organization will have to deal with one involving serious loss of life or injury. But every organization will encounter reputation issues with differing degrees of severity and impact.
But no matter what the size of your business, the principles and processes for effective crisis communications in the social media age are the same.
Our new guide outlines best practices for detecting and responding to a crisis, while also exploring:
- What reputation monitoring actually means
- How to identify a crisis, intelligently assess the damage, escalate and respond
- Real-world crisis case studies from Boeing, the Beverly Hills Hotel, United Airlines, Marriott Hotel & Walmart/ASDA
Social Media Crisis: Detection & Prevention by Social Eyez; ArabNet Beirut 2015ArabNet ME
Speaker: Marwan El Nemr, Commercial Director, Social Eyez @MarwanElNemr
Unlike traditional crisis scenarios, social media crisis is swift, amplified and often hard to manage as everything occurs in real-time across numerous social media channels. Many organizations are caught unprepared and unable to control the wildfires, SocialEyez’s participation at Arabnet Beirut 2015 offered the audience an overview about crisis detection and how effective frameworks can be easily adapted to the needs of organizations.
What can you do when things go wrong? This document includes some steps you can take, and scenarios to consider, to stop the negative, earn new fans and generate a positive outcome
The benefits of a predictive online reputation management process, including a robust response mechanism, pay off in averting or smoothing any brand reputation crises. This whitepaper explains how to set up such a reputation management process.
Cancel Culture: You Can Run But You Can't HideFalcon.io
Cancel culture is trending, growing rapidly and marketers, you're the target. Cancel culture is tumultuous and unpredictable and when they strike, the result can be detrimental. That’s why safeguarding your brand is a crucial component for protecting your brand from a crisis. This masterclass comes equipped with a social media action plan and brand message strategy perfect for any marketer, ensuring your brand can withstand a PR nightmare.
Helpful information from Salesforce Marketing Cloud Sr Brand Journalist Leslie Poston on how to protect your brand in social media and still reap the benefits of engagement and metrics.
Unspoken Rules of Influencer Marketing.pdfFalcon.io
If you’re wondering if influencer marketing will continue to grow in 2022 and beyond, the answer is resounding yes. One of the most important things for a marketer to know is which type of influencer to target. With influencers ranging from nano, to macro, all the way to celebrities, it’s not an easy task figuring out which influencer would resonate best with individual brand audiences. Not to mention, just like most things in marketing, there are certain rules to abide by while searching for influencers and a specific etiquette they need, and deserve once sought out.
Von Mensch zu Mensch: Wie man heute Brand Communities schafft!Falcon.io
Hand auf’s Herz, wir sitzen heutzutage doch viel zu viel am Bildschirm und sehen Menschen häufiger zweidimensional als IRL (“in real life”). Trotzdem vertrauen heutzutage immer weniger Konsumenten Unternehmen und Marken, sondern viel eher anderen Menschen und den Erfahrungen und Empfehlungen, die sie machen. Durch Soziale Medien haben wir die einmalige Chance, für die Menschen, die wir erreichen wollen, Orte und Möglichkeiten zu schaffen sich untereinander auszutauschen, hinter die Fassaden zu blicken und Gemeinschaftsgefühl zu spüren.
Wir möchten im Webinar mit euch ergründen wie Brand Communities im Jahr 2022 funktionieren und euch Anregungen geben, die euch inspirieren und eure Communities wachsen lassen.
Was wir diskutiert haben:
- Warum ihr Gemeinschaften aus Fans braucht
- Worauf es heute bei Communities ankommt
- Welche Paradebeispiele es gibt
Aufnahme des Webinars: https://www.falcon.io/webinars/brand-communities-ger/
What Social Media Networks Should Your Brand Be On?Falcon.io
Businesses need social media in order to stay relevant and visible to prospects and customers. But, just how much is too much when it comes to their social media presence? The truth is, more isn’t always better for effective marketing. Being selective about which social media networks a brand is on, is far better than over-saturating them all. Join us live as we discuss how to selectively choose social media networks for brands, and how this results in a more efficient marketing strategy.
In this webinar we'll dive into:
- The differentiation of audiences across platforms
- Distinguishing content between platforms when crossposting
- Niche social media networks to consider
Film ab! 7 Videoformate für mehr EngagementFalcon.io
Ohne das Engagement von Nutzer:innen ist Social Media und Content Marketing eine Einbahnstraße und selten erfolgreich! Denn wenn Inhalte nicht fesseln oder eine Reaktion hervorrufen, ist der interessantere Content nur einen Swipe entfernt und der Algorithmus straft dich ab.
Als Haupt-Treiber von mehr Shares, Reaktionen und Kommentaren gilt heutzutage immer noch Video Content! Videos generieren 12 Mal so viele Shares wie Text- und Bildinhalte zusammen. Dabei scheint die Produktion von Videomaterial aber weiterhin so etwas wie die Königsdisziplin zu sein, an die sich viele nicht herantrauen. Viel Aufwand, viel Equipment, hohe Kosten… geht das vielleicht auch anders? Und was ist bei einer Video-Marketing-Strategie sonst noch wichtig?
Diese Fragen werden wir euch im Webinar beantworten, sodass ihr bereit seid euer Social Media Engagement auf ein neues Level zu heben.
Während des Webinars diskutieren wir:
- Welche Videoformate heute dazugehören
- Warum es sich lohnt Videos zu produzieren
- Wie auch du zum Scorsese wirst!
Let’s be honest, the past two years have been unpredictable and it has radically changed the way we market. As a result, social media continues to grow exponentially in popularity forcing companies to change the way they do business. It’s more important than ever for brands to understand shifting customer needs and find new ways to capture growth opportunities. Start the year off right and capitalize on what’s trending in 2022 for social media and digital marketing.
In this webinar we'll dive into:
- Social media trends for an exciting 2022
- New popular social media and digital marketing strategies
- Catching and keeping customer attention in the new year
Mic’d up and ready to be heard. Starved of social interaction, live audio quickly became an avenue for consumers to be entertained and informed, and for marketers to connect with those consumers in 2021. It all started with the social audio app Clubhouse, which immediately led to several clones cropping up as new apps or additional features in existing social networks. In this session, we'll discuss why audio needs to be part of the marketer playbook.
Watch on-demand: https://www.falcon.io/cmp/2022-digital-trends-resources/
Satiate the snackable content appetite. The shift to mobile has also created the need for pithy content that captures your audience’s attention quickly. Visual storytelling, in particular, sticks around in people’s minds more than text. This is where your images, videos, infographics, and memes stand out in your audience’s eyes. 2022 will see more brands embracing micro-content to reach large audiences. In this session, we'll generate ideas for bite-sized content and how you can create it without a major budget.
Watch on-demand: https://www.falcon.io/cmp/2022-digital-trends-resources/
User-generated content is king. More and more brands are realizing the value of user-generated content and putting in measures to scale it. The need for UGC is also evident in the data: Gen Z and Millennials are less trusting of the average brand. Consumers today are belief-driven and increasingly look for authenticity from brands. We did just tell you that nostalgia marketing is in, but the glossy perfection of the ‘90s is definitely not. So this session will cover practical tips brands can adopt instantly in order to ignite and improve their UGC strategy.
Watch on-demand: https://www.falcon.io/cmp/2022-digital-trends-resources/
First things first: Inclusivity is not a marketing ploy to increase profits. Your products and services are not targeted towards just one type of customer. If your audience includes people from all walks of life, your marketing should also go beyond social labels and represent everyone irrespective of race, sexuality, gender, religion, and more. This indicates that inclusivity is something every brand should be working towards bettering and improving over time (it’s not a one-time-only task). This session will highlight marketing that reflects your user base.
Watch on-demand: https://www.falcon.io/cmp/2022-digital-trends-resources/
Mic’d up and ready to be heard. Starved of social interaction, live audio quickly became an avenue for consumers to be entertained and informed, and for marketers to connect with those consumers in 2021. It all started with the social audio app Clubhouse, which immediately led to several clones cropping up as new apps or additional features in existing social networks. In this session, we'll debate discuss why audio needs to be part of the marketer playbook.
Watch on-demand: https://www.falcon.io/cmp/2022-digital-trends-resources/
Customer service at the speed of social. Consumer crankiness is apparently at an all-time high right now, with adults throwing tantrums while dining, flying, and shopping left and right. If there’s one thing you need to know about irate customers, it is that they talk. And usually on social media. Times are changing, and it’s no longer enough just to list a customer support email on your social media and call it a day. Customers expect help and answers in a blink, and your support team needs to respond just as fast. In this session, we'll cover what personalized social support at scale looks like and how you can be prepared with chatbots.
Watch on-demand: https://www.falcon.io/cmp/2022-digital-trends-resources/
It’s not all “OK boomer” and cheugy. Gen Z seems to be the one generation every marketer is trying to get the attention of. In 2022, however, it is imperative to look beyond the fads of just one generation and understand them all to market better. In this session, we'll go over each generation, provide you with an updated demographic overview and why their representation matters.
Watch on-demand: https://www.falcon.io/cmp/2022-digital-trends-resources/
Satiate the snackable content appetite. The shift to mobile has also created the need for pithy content that captures your audience’s attention quickly. Visual storytelling, in particular, sticks around in people’s minds more than text. This is where your images, videos, infographics, and memes stand out in your audience’s eyes. 2022 will see more brands embracing micro-content to reach large audiences. In this session, we'll generate ideas for bite-sized content and how you can create it without a major budget.
Watch on-demand: https://www.falcon.io/cmp/2022-digital-trends-resources/
Social media is noisy, and some users are moving away to create niche communities where they can communicate with like-minded individuals about shared interests. These communities give users a sense of belonging, especially in a time of immense upheaval where human connection is lacking. This is a larger sign of the importance not just of short-form entertainment like TikToks but also of subcultures and communities. This session will highlight how (your) small communities are winning big.
Watch on-demand: https://www.falcon.io/cmp/2022-digital-trends-resources/
Social commerce sales will increase by 35.8% to $36.62 billion in 2021. The meteoric rise in popularity of apps like TikTok and Twitch also shows the potential for activating influencer partnerships. 2022 will see the impact of influencers reaching the bottom of the funnel, and helping with quantifiable conversions. In this session, we'll spill the tea on how you can get in on the growth.
Watch on-demand: https://www.falcon.io/cmp/2022-digital-trends-resources/
The future is hybrid. Augmented reality is a trend thrown around a lot at the end of every year as a prediction for the future. But at no time has the impact of the virtual on the physical shown more signs of growth than during the pandemic. One could even say that the pandemic has accelerated the trend, with brands having to go full digital in a blink. In fact, both businesses and customers experienced five years’ worth of digital adoption progress in just eight weeks at the beginning of the pandemic. This session will dive into the corner of online & offline to better equip your marketing efforts of 2022.
Watch on-demand: https://www.falcon.io/cmp/2022-digital-trends-resources/
In this case, there is more. While these 10 trends covered during the summit should definitely be top of mind for all marketers, in this session we will have an open discussion about a few more that almost made the list and still deserve to be mentioned. Come prepared and let's discuss ones you are passionate about too!
Watch on-demand: https://www.falcon.io/cmp/2022-digital-trends-resources/
Nostalgia pays. The COVID-19 pandemic — a time of immense global upheaval — has made us long for simpler times when words like masks and vaccines were not a part of our daily lingo. This collective longing for the years gone by has made nostalgia marketing a big part of every marketer’s playbook. This session will showcase recent examples and suggest what you should do if you could turn back time.
Watch on-demand: https://www.falcon.io/cmp/2022-digital-trends-resources/
We kick off the summit with a look back on the 10 digital marketing trends of 2021. We're going back a year to see how we did - were they a hit or a miss? This time around, that’s not an exercise for the faint-hearted – nothing stayed the same. In this session, we'll reflect on 2021 to see how many of our past predictions came to fruition!
Watch on-demand: https://www.falcon.io/cmp/2022-digital-trends-resources/
Keeping Up With Social Media Algorithms 2022Falcon.io
♂️ Raise your hand if at one point or another, you’ve wanted to throw in the towel when it comes to understanding social media algorithms? If you’ve felt this way before, we don’t blame you. Just when marketers feel like they’ve got an algorithm down pat and it’s finally doing its job, boom -- social media networks switch it up and we’re all back at square one. And does organic even stand a chance without paying to play. Let’s go over everything marketers need to know about social media algorithms to ensure they’re working with your brand, and not against it for 2022.
In this webinar we are diving into:
- The latest in social media algorithms across all networks
- How to ensure algorithms work in favor of your brand
- Utilizing social media algorithms to their full potential
Have you ever wondered how search works while visiting an e-commerce site, internal website, or searching through other types of online resources? Look no further than this informative session on the ways that taxonomies help end-users navigate the internet! Hear from taxonomists and other information professionals who have first-hand experience creating and working with taxonomies that aid in navigation, search, and discovery across a range of disciplines.
Sharpen existing tools or get a new toolbox? Contemporary cluster initiatives...Orkestra
UIIN Conference, Madrid, 27-29 May 2024
James Wilson, Orkestra and Deusto Business School
Emily Wise, Lund University
Madeline Smith, The Glasgow School of Art
Acorn Recovery: Restore IT infra within minutesIP ServerOne
Introducing Acorn Recovery as a Service, a simple, fast, and secure managed disaster recovery (DRaaS) by IP ServerOne. A DR solution that helps restore your IT infra within minutes.
This presentation by Morris Kleiner (University of Minnesota), was made during the discussion “Competition and Regulation in Professions and Occupations” held at the Working Party No. 2 on Competition and Regulation on 10 June 2024. More papers and presentations on the topic can be found out at oe.cd/crps.
This presentation was uploaded with the author’s consent.
0x01 - Newton's Third Law: Static vs. Dynamic AbusersOWASP Beja
f you offer a service on the web, odds are that someone will abuse it. Be it an API, a SaaS, a PaaS, or even a static website, someone somewhere will try to figure out a way to use it to their own needs. In this talk we'll compare measures that are effective against static attackers and how to battle a dynamic attacker who adapts to your counter-measures.
About the Speaker
===============
Diogo Sousa, Engineering Manager @ Canonical
An opinionated individual with an interest in cryptography and its intersection with secure software development.
3. Today’s Agenda.
What is crisis management?
What it is not.
Developing a social media crisis plan.
Before, during and after a crisis.
Impact on company, brand & individual.
Learn from crisis response.
Q&A.
#FalconEd
5. WHAT IS A CRISIS SITUATION?
Any unusual internal or external event that affects a person (customer, employee,
executive or third party), an area of business or a geographical area and that, if it is not
managed effectively from the outset, may harm the [businesses] reputation, business or
development or render the entity, [business] or one of its representatives liable.
6. WHAT IS NOT A CRISIS SITUATION?
A mean tweet. A disagreeable response Facebook post. A spam comment on your
Instagram. A crisis will threaten your brand’s image and relationships, not its ego.
9. our #1 tip:
WHO CAN CONTACT AFFECTED PARTIES NOW?
WHO CAN CONTACT THE PROPER AUTHORITIES?
WHO IS REPLYING TO CUSTOMERS?
WHO CAN ‘SHUT DOWN’ THE SOCIAL MEDIA FEED?
WHAT ELSE?
IDENTIFY PEOPLE & DEPARTMENTS
TO CONTACT IN CASE OF A CRISIS.
11. 1
☐ CLEAR ROLES AND RESPONSIBILITIES
☐ A COMMUNICATION PLAN
☐ UP-TO-DATE CONTACT INFORMATION FOR ALL
☐ APPROVAL PROCESSES FOR MESSAGING POSTED ON SOCIAL
MEDIA DURING CRISES.
☐ ANY PRE-APPROVED EXTERNAL MESSAGING, IMAGES, OR
INFORMATION.
☐ A COPY OF THE COMPANY-WIDE SOCIAL MEDIA POLICY.
BETTER SAFE
THAN SORRY
SOCIAL MEDIA CRISIS PLANNING CHECKLIST:
12. 2IDENTIFYING
TYPES OF
CRISES
MINOR ISSUES:
- Direct questions (offers, promotions, local campaigns, brand(s), products,
services, reservations).
- Complaints and negative comments about the brand.
-Recurring complaints.
MAJOR ISSUES:
- Ethical issues (harassment, racism, homophobia, confidentiality issues, etc.)
- Serious malicious acts or acts of terrorism
- Environmental problems
- Pornography
- Violence
- Serious attack on the health or bodily integrity of one or more persons
- Natural disasters
- News stories
- Negative situations relating to Politicians, Celebrities, & Bloggers
13. 3PRACTICE,
PRACTICE,
PRACTICE.
CONDUCT TEST RUNS:
- Test out scenarios with different types of crises.
- Follow social media crisis management plan and see what works & what doesn’t.
- Tweak your plan until it is fool-proof!
HAVE A CRISIS FAQ:
- Practice asking questions with your team.
- Great resource for both employees and audience to refer to.
- Can help avoid misalignment of brand postition.
14. HOW TO PROTECT YOUR
BRAND BEFORE, DURING,
& AFTER A CRISIS
15. BEFORE
A CRISIS HAPPENS
☐ YOUR COMPANY NAME
☐ YOUR PRODUCTS AND/OR BRANDS
☐ YOUR COMPETITION
☐ ALL CUSTOMER SERVICE INQUIRIES
☐ INFLUENCERS, MEDIA SPOKESPERSONS, OR PR REPS.
☐ KEYWORDS RELATED TO YOUR BRAND OR INDUSTRY
6 THINGS YOU NEED TO MONITOR:
16. 1) IS THIS A NORMAL “EVERYDAY” SPAM COMMENT?
2) IS THIS AMOUNT OF ACTIVITY UNCOMMON?
3) ARE WE INFORMED ABOUT THE INFORMATION BEING SHARED?
4) WHAT IS THE SCOPE & SCALE OF THE ISSUE BEING PRESENTED?
5) WHO CAN CONTACT THE AFFECTED PARTIES?
6) WHO WILL BE RESPONSIBLE FOR RESPONDING?
7) WHO CAN ‘SHUT DOWN’ THE SOCIAL FEED?
QUESTIONS TO ASK BEFORE THE STORM:
BEFORE
A CRISIS HAPPENS
17. 1) RESPOND TO THE CRISIS IN REAL-TIME.
2) LISTEN TO WHAT YOUR AUDIENCE IS SAYING.
3) IF YOU ARE RESPONDING, KEEP IT SHORT AND DIRECT. DO NOT ARGUE.
4) KEEP ALL INTERNAL PARTIES AWARE & INFORMED.
5) MAKE SURE ALL COMMUNICATIONS FOLLOWS PROTOCOL.
6) MAKE SURE INTERNAL COMMUNICATIONS ON-GOING UNTIL CRISIS
IS RESOLVED.
STOP & LISTEN,
DROP (SOME) DEFENSES,
& ROLL WITH IT:
DURING
A CRISIS
18. 1) UTILIZE FALCON’S LISTENING TOOL & STAY ALERT.
2) DEBRIEF EVERYONE INVOLVED INCLUDING CLIENTS.
3) IDENTIFY THE WHO/WHAT/WHEN/WHERE/WHY/HOW.
4) IDENTIFY WHAT WORKED & DIDN’T WORK.
5) UPDATE YOUR CRISIS MANAGEMENT PLAN WITH PROPER RESPONSE
WORDING & TACTICS.
6) UPDATE ALL SENSITIVE INFORMATION LIKE LOGINS & PASSWORDS.
MAJOR STEPS TO FOLLOW:
AFTER
A CRISIS HAPPENS
21. ADIDAS
Even though just 4 years removed from the
horrific events from the Boston Marathon
Bombing, Adidas recieved serious criticism
for sending out an email via Addidas Running
with the subject line: “Congrats, you survived
the Boston Marathon!”
The insensitive email hit the internet and
media outlets and very soon, screenshots from
email recipients showing the subject line,
tweets and articles began to spread like
wildfire. Adidas repsponded immediately with
an apology on Twitter, however, the damage
was already done by the time their
apology was posted.
22. H&M
A poor choice in creative direction caused H&M to lose support from thousands of loyal shoppers after popular
blogger, Stephanie Yeboah, tweeted a screenshot of an offensive image used to sell on of their children’s
sweatshirts that featured a black boy wearing a sweatshirt that said “Coolest Monkey in the Jungle.”
Within 24 hours, the tweet had 18K retweets and 23K likes. Upcoming collaborators, The Weeknd and G-Eazy,
even voiced out on the situation and cut ties with the Swedish brand. In effort to pacify the social sphere, H&M
took to Instagram and released official statement apologizing for the offensive photo on their website and ulti-
mately removed the item from the online store.
23. SOUTHWEST
After Southwest Flight 345 landed nose-first
at LaGuardia Airport, the airline immediately
responded to the crisis on all their social
channels. Their quick response time and
open, honest communication on Facebook
and Twitter were key in helping the brand
control the story and maintain good faith
with its customers.
26. WOULD YOU RATHER / SNAPCHAT
Rihanna called out Snapchat for running an ad that asked
users if they “would rather slap Rihanna or punch Chris
Brown” — and sent the stock of the app’s parent company
tumbling as much as 5%. Snapchat apologized for the ad after
pulling it from the platform, “The advert was reviewed and
approved in error, as it violates our advertising guidelines.”
27. IT’S NOT ALWAYS ABOUT APPROVALS.
MAKE THE FIRST RESPONSE COUNT.
NOT ALL RESPONSES ARE PUBLIC.
THINGS MAY NOT GET BETTER RIGHT AWAY.
our lessons:
WOULD YOU RATHER / SNAPCHAT
28. THIS IS US / CROCK-POT
A Crock-Pot shorts out and catches flame, and the fire
spreads throughout the house in the hit NBC series.
Crock-Pot is forced to go on the defensive. It opened a
Twitter account to comfort angry fans, and it issued a
lengthy statement sharing facts about product safety.
#CrockPotIsInnocent began trending.
29. YOU CAN’T PREDICT EVERYTHING.
CAPITALIZE ON THE ATTENTION.
EMPATHY MATTERS.
INTERNAL COMMUNICATION MATTERS.
our lessons:
THIS IS US
30. GITLAB.COM
A tired GitLab admin working late might have
accidentally deleted the wrong folder in a planned
maintenance operation. The company never confirmed
this exact scenario, but admitted that someone deleted
something they shouldn't have. A spokesperson said,
“[…] We will continue to keep our community updated
through Twitter, our blog and other channels."
31. GO TO YOUR AUDIENCE.
GET CREATIVE.
SOMETIMES IT’S OK TO ASK FOR HELP.
LET OTHERS LEARN FROM YOUR MISTAKE.
our lessons:
GITLAB.COM