Social Media Crisis Management
0 recomendaciones
vistas
Check these out next
Social Media Crisis Management
0 recomendaciones
vistas
Social Media Crisis Management: Ready, Steady RELAX it’s Under Control. When it comes to crisis management we can think of the big disasters like plane crashes, tsunami or big traffic accidents. Sometimes we can forget the everyday requests and reports from customers and clients are just as important and need addressing as well. Janet’s presentation covered planning, examples of crisis management (good and bad), preparation, how to listen, how to investigate and other helpful pointers to ensure you have a plan set in place in case of a crisis. Prevention & Planning: The age-old-sayings “prevention is better than the cure” and “communication is key” are extremely applicable to effective and efficient crisis management. Planning will give you and your employees peace of mind because, if something were to happen, they know that it’s covered and there is a plan as to how to address it.
Recomendados
Social Media Crisis Management
- Social Media Crisis Management Ready, Steady, RELAX it’s Under Control @SocialProgress1
- Prevention & Planning • 24-hour informal news cycle • Prevention is better than cure • Effective communication & issue management • Peace of mind
- Southwest Airline Plane Chicago Killed a 6 year old boy FACEBOOK POST: ‘Because we are such a super airport….this is what we prevent you from when it snows……Weeeee :)’
- Cristiano Ronaldo fans formed anti- Pepsi Facebook Page Over 100K likes in one day
- HMV Twitter Takeover 60 staff members laid off Senior Managers couldn’t lock down the account
- Plan – Be Prepared • Have a social media policy and a STRONG community engagement plan • What steps need to be taken if a crisis arises • Should be linked to Terms of Service • A list of who in the company needs to be notified • What steps will be taken to control it
- Pay Attention • Listen to the online conversation • Use social media listening tools like Hootsuite • What’s being said about your brand / company?
- Is it really a crisis • How did it originate? • Are your customers affected? • Are others affected? • Who’s rallying round the issue? • Are they backing you or against you? • Listening will help shape your response
- Quickly acknowledge it • Speed matters • Inform • Be transparent • Let the public know you know
- Let people speak • Be where they’re talking • Benefits of Facebook v Twitter • Control the conversation
- Stay cool • NEVER get into a public argument • Put yourself in the public’s position
- Have an information station • Develop an area on your website • Add relevant up to the minute info • Have a FAQ section • Direct concerned followers to URL • Streamline communication
- TURN NEGATIVES TO POSITIVES • Apologise • If you did something wrong – own up! • Explain – communication is key • Don’t apportion the blame elsewhere • Turn upset fans into loyal customers • Take responsibility • Don’t delete consumer comments • Give thought to how you will rebuild
- References • www.entrepreneur.com • www.agnesday.com • www.socialsimulator.com • www.crispthinking.com THANK YOU