Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Sysomos Beyond the Numbers - Social Media Crisis Management


Published on


- Setting up the appropriate monitors and alerts to safeguard against an online crisis taking you by surprise

- How you can respond to a crisis to mitigate the impact and prevent its growth

- Assessing and measuring the impact of a crisis on your brand

Published in: Social Media
  • Get Paid $25 per hour to watch YouTube videos ★★★
    Are you sure you want to  Yes  No
    Your message goes here
  • Be the first to like this

Sysomos Beyond the Numbers - Social Media Crisis Management

  1. 1. Beyond the Numbers: Social Media Crisis Management Amy Lynch Customer Success Manager
  2. 2. What is a social media crisis?
  3. 3. Be Prepared Monitor, be organized and be ready for an alert
  4. 4. Monitoring  Track keywords around the following: ̶ Brand name ̶ Products ̶ Industry trends ̶ Possible negative topics  Establish benchmarks ̶ Daily ̶ Weekly ̶ Monthly ̶ Yearly
  5. 5. Organization  DO: ̶ Have an internal communications plan ̶ Identify clear procedures: what, when, who ̶ Make sure it has received full approval ̶ Have an experienced, autonomous social media team  DON’T: ̶ Require approval from several people ̶ Waste time
  6. 6.  Know when a crisis hits – configure alerts Weekly As It Happens Threshold Alerting
  7. 7. Alerting  Configure alerts using Sysomos Gaze to find images that are gaining traction on Instagram
  8. 8. Reacting Timing and smart engagement
  9. 9.  A speedy response is imperative  Think about containment Timing
  10. 10. Timing
  11. 11. Stay organised • Schedule posts ahead of time • Have a senior approver
  12. 12.  Be honest and transparent  Acknowledge the issue  Keep posting  Show that you are listening Smart Engagement
  13. 13.  Sentiment – is it improving?  Volume – has it started decreasing? Keep Monitoring  Keywords – how are they changing?
  14. 14. Assess Measure, discuss, and hone in
  15. 15.  Discussion with teams involved  Did the plan work?  Analyze the timelines  Compare benchmarks  Ascertain damage Keep Monitoring
  16. 16. Respond AssessImprove Plan
  17. 17. Thank You • If you’d like a demo of any Sysomos product or need some additional training please contact your account team, check out the in-app support portal, or visit • Feel free to contact us for follow up questions o Facebook o Twitter @sysomos o Email • Keep a look out for our monthly newsletter to stay informed on our next BTN webinars • Please visit to sign up for our marketing led webinars