Social Media Crisis Management Framework
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This document provides a framework for social media crisis management with three phases: pre-crisis, crisis, and post-crisis. The pre-crisis phase involves appointing a crisis team, developing plans and policies, listening to social media, preparing infrastructure, and establishing official communication channels. The crisis phase focuses on understanding the root cause, responding appropriately, avoiding unhelpful actions, and deploying prepared plans. Finally, the post-crisis phase analyzes lessons learned and works to recover and prevent future crises through rebuilding and improved measures.
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Social Media Crisis Management Framework
- 1. Crisis Management for Social Media Controversies 30th October 2011
- 2. Before We Begin INTRODUCTIONS We make Digital Marketing better.
- 3. We make Digital Marketing better.
- 5. Social Media Crisis Management THE FRAMEWORK We make Digital Marketing better.
- 6. Crisis - Three Major Phases Pre-Crisis Crisis Management Post-Crisis We make Digital Marketing better.
- 7. Crisis Management Framework Appoint Understand • Appoint a crisis • Understand the root Analyze management team cause and consumers • Classify the issues Develop • Discover the root cause • Develop plans and Respond • Learn and improve the policies system • Funnel the responses Listen • Match the platform • Approach the issue • Listen and monitor Avoid Recover Prepare • Prepare the infrastructure • Avoid issues that add trouble • Rebuild the foundation Establish • Improve on the Deploy infrastructure • Place preventive • Establish and own key communication channels measures • Put plans to use Pre-crisis Crisis Post-Crisis We make Digital Marketing better.
- 8. Phase 1 of 3 PRE-CRISIS We make Digital Marketing better.
- 9. Pre-Crisis Activities 1. Appoint 2. Develop 3. Listen 4. Prepare 5. Establish Pre-Crisis We make Digital Marketing better.
- 10. Appoint (1/5) Crisis Management Team Pre-Crisis | Appoint
- 11. Develop (2/5) • Plans • Policies Pre-Crisis | Develop We make Digital Marketing better.
- 12. Listen (3/5) • Free • Premium • Basic • Experts Pre-Crisis | Listen We make Digital Marketing better.
- 13. Prepare (4/5) • Crisis management tools • Conduct crisis drills Pre-Crisis | Prepare We make Digital Marketing better.
- 14. Establish (5/5) • Official social media channels • Official brand communities • Brand advocates Pre-Crisis | Establish We make Digital Marketing better.
- 15. Phase 2 of 3 CRISIS MANAGEMENT We make Digital Marketing better.
- 16. Crisis Activities 1. Understand 2. Respond 3. Avoid 4. Deploy Crisis We make Digital Marketing better.
- 17. Understand (1/4) • Consumer • Classification Crisis | Understand We make Digital Marketing better.
- 18. Respond (2/4) • Funnel • Match • Approach Crisis | Respond We make Digital Marketing better.
- 19. Avoid (3/4) • Get defensive • Attack • Ignore Crisis | Avoid We make Digital Marketing better.
- 20. Deploy (4/4) • Crisis Management Tools • Prepared Plans Crisis | Deploy We make Digital Marketing better.
- 21. Phase 3 of 3 POST-CRISIS We make Digital Marketing better.
- 22. Post-Crisis Activities 1. Analyze 2. Recover Post – Crisis We make Digital Marketing better.
- 23. Analyze (1/2) • Root cause • Learn • Improve Post – Crisis | Analyze We make Digital Marketing better.
- 24. Recover (2/2) • Rebuild • Improve • Prevent Post – Crisis | Recover We make Digital Marketing better.
- 25. Before We End CONCLUSION We make Digital Marketing better.
- 26. Social Media = Amplifier
- 27. Our Take “The best management of social media crisis are those that even consumers are not aware about” We make Digital Marketing better.
- 28. The Beginning Presented Framework The real work load We make Digital Marketing better.
- 29. We make Digital Marketing better.
- 31. About Blugrapes Blugrapes is a leading digital marketing consultancy that specializes in the design, deployment and delivery of social media and mobile marketing solutions. To date, it has built Facebook communities of over 700,000 fans and delivered more than 2.4 billion users’ clicks for global brands. Blugrapes leverages marketing expertise with technological know-how to deliver innovative solutions to clients that include Fortune 500 companies such as Coca-Cola, Hewlett-Packard, Intel, Dell, Lenovo, Samsung and L’Oreal, among many others. Blugrapes is committed to driving performance for marketing by emphasizing accountability in its practices. Find out more at www.blugrapes.com.
- 32. Disclaimers • The information provided by Blugrapes Pte Ltd is intended to provide general marketing information to their clients and partners. Users of the reports are advised that: – The information provided does not replace or alter the laws of Singapore and other official guidelines or requirements. – Users of Blugrapes reports should take specific advice from qualified professional people before undertaking any action following information received from the reports. – Blugrapes does not accept any responsibility or liability whatsoever whether in contract, tort, equity or otherwise for any action taken as a result of reading, or reliance placed on the reports because of having read, any part, or all, of the information in the reports or for any error, inadequacy, deficiency, flaw in or omission from the information provided in the reports. – All links and references to other websites, organisations or people not within the Blugrapes reports and website are provided for convenience only and should not be taken as endorsement of those websites or information contained in those websites nor of organisations or people referred to. – Blugrapes also does not implicitly or impliedly endorse any website, organisation or people who have off-site links to the Blugrape's website. – This report and the data contained therein are campaign specific. BluGrapes Pte. Ltd. makes no claim as to their validity beyond the scope of this campaign. – This report and the data contained therein are provided for the client’s internal use only. No portion of this report may be published unless with specific permission from BluGrapes Pte. Ltd.