Crisis comms in the age of social media

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Crisis comms in the age of social media

  1. 1. Crisis comms In the age of social media
  2. 2. Be prepared <ul><li>Get a real-time listening & responding programme set-up and running: </li></ul><ul><ul><li>Monitoring software </li></ul></ul><ul><ul><li>Training programme </li></ul></ul><ul><ul><li>Robust triage process </li></ul></ul><ul><ul><li>Rules of engagement </li></ul></ul><ul><ul><li>Tone of voice guidelines </li></ul></ul><ul><ul><li>Workflow management </li></ul></ul>
  3. 3. Listening & responding process <ul><ul><li>Review </li></ul></ul><ul><ul><li>monthly report for insights and actionable intel. Longer term, identify trends to help guide future strategy. </li></ul></ul>Identify those that are asking questions Make sense of the conversation - filter for items we can respond to, remove off-topic conversation, categorise each item Assess the most appropriate response (eg. leave , respond publicly, respond privately, escalate). Assign responsibility via online ticketing system
  4. 4. Be prepared <ul><li>Integrate social media into overall crisis plan </li></ul><ul><li>Make sure all social media channels operate in sync </li></ul><ul><li>Have a conversation platform ready (e.g. blog) that can be updated instantaneously </li></ul>
  5. 5. When the tsunami hits <ul><li>Track what people are saying </li></ul><ul><li>Get an initial response live ASAP </li></ul><ul><li>Use this to respond /outreach with </li></ul><ul><li>Buy paid search ads & ‘Promoted Tweets’ to link to it </li></ul>
  6. 6. Managing the aftermath <ul><li>Collate questions </li></ul><ul><li>Answer them as fast as you can as FAQs </li></ul><ul><li>Tell people what you are doing to fix the situation (CEO video) </li></ul><ul><li>Keep paid search ads & Promoted Tweets up to date </li></ul>
  7. 7. Thanks For further conversation http://wearesocial.net

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