6. Fundamentals of A Crisis Plan
• Situational Awareness
• Operations (Who’s In Charge,
Who Says What)
7. Fundamentals of A Crisis Plan
• Situational Awareness
• Operations (Who’s In Charge,
Who Says What)
• Message Development
8. Fundamentals of A Crisis Plan
• Situational Awareness
• Operations (Who’s In Charge,
Who Says What)
• Message Development
• Victim Management
9. Fundamentals of A Crisis Plan
• Situational Awareness
• Operations (Who’s In Charge,
Who Says What)
• Message Development
• Victim Management
• Rebuilding Trust
14. Question: How Many Spokespeople Does Your
Company Have?
Answer: As Many Employees, Family Member,
Friends, Suppliers, Colleagues, and Associates of
Your Business...That’s How Many
15. FedEx Holiday PR
Disaster
• On December 2011, customer
video on YouTube shows delivery
guy throwing their computer
monitor over fence
• Grabbed more than 4.5 million
views on YouTube
• Company responds on social
media issuing apologies to
dissatisfied customer
28. • FriendFeed – searches through whatever social media
sources its members have added.
• Technorati – searches through the blogosphere, but not
other social media.
• Google Blog Search – also searches through the
blogosphere.
• BlogPulse – also searches through the blogosphere.
• Twitter Search – provides results only from Twitter.
• Kurrently-real time search engine for Facebook and Twitter
• Dipity – searches through social media sites and displays the
results against a timeline.
31. Silence Isn’t Golden
• These conversations are taking place with
or without you, so ignoring them only
eliminates you from the conversation and
removes your company from the radar
screens of the customer
43. Corporate Social Media
Expansion
• 76% of companies DO NOT HAVE a
clearly defined policy
• 53% of business executives see
corporate social media use increasing
over the next 12 months
44. Commonly Used
Guidelines
Does Your Company Have These For Employees?
47. • Speaking on Behalf of Company
• Information Employees Are NEVER allowed
to share
48. • Speaking on Behalf of Company
• Information Employees Are NEVER allowed
to share
• Online Behavior That Won’t Be Tolerated
49. • Speaking on Behalf of Company
• Information Employees Are NEVER allowed
to share
• Online Behavior That Won’t Be Tolerated
• Disclaimers Regarding Personal Opinions
About Company
51. • Not all employees have relationship with
social media
• Base training on their skills regarding web
technology
• Separate into groups
52. Digital Native
• Have grown up with digital technology and social
media is apart of daily lives
• more on company’s goals and how to measure
Training should focus less on technology and
return
53. The Reluctant User
• Know big social networks but haven’t
adopted them into daily lives
• Teach advanced usage of tools they are
familiar with
54. The Digital Newbie
• New to digital world and lack skills to
navigate social media on their own
• Teach them social networks your company
deems important and educate on
company’s goals