Creating Low-Code Loan Applications using the Trisotech Mortgage Feature Set
Monster day 1
1. Adele Cehrs, President, Epic PR Group MONSTER.CA TRAINING: PART I Social Media Flash Crisis: Best Practices for Handling Negative Comments, Posts and Opinions
22. WE KNOW PEOPLE Adele R. Cehrs President Epic PR Group 703-299-3404 105 N Washington St, Suite 202 Alexandria, VA 22314 www.epicprgroup.com Twitter: EpicPRGroupDC
Editor's Notes
When a company faces crisis, it gains a forum to bolster or damage the brand – the way a crisis can take a life of its own is greater with social media. Its actions and behavior as well as how it communicates those actions and behavior determine the impact.
Strategic Direction is never more important than in a crisis. Think about a flight plan… However, too many decision makers can cause a bureaucratic backlog and prevent you from responding to issues in a timely manner. One way to combat this is by making sure they understand the process in place and when leadership will be called in to assess a situation. Understanding when to escalate is crucial in dealing with a crisis, which leads us into our next slide. As noted in the SOW, we will tailor this to Monster.ca’s social media/internal/PR team.
Social media leaders must find the most leveraged plan of action, stick with it and continually monitor the social media pages…
Create a Listening Strategy and Report Executives Are Interested In Fan/Follower Increases Customer Successes Celebrate Response Wins/Timeliness
Journalists research social media sites to do investigative reporting during a crisis. What is not current can hurt you… We are going to go through some scenarios with you today – and we have one we’d like you to consider how you’d respond to it. This is a just a training so lets walk through the brainstorming process together
TWC Website example during a crisis – outdated information was quoted in article as company fact Timing is everything Remove content that is old and outdated
in defense of a brand…examples
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PHONE ICON
This strategy gives the brand more opportunity to guide the conversation, not the mob mentality…or E-ego. Centralize the discussion around your brand
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