Loading presentation...

Present Remotely

Send the link below via email or IM

Copy

Present to your audience

Start remote presentation

  • Invited audience members will follow you as you navigate and present
  • People invited to a presentation do not need a Prezi account
  • This link expires 10 minutes after you close the presentation
  • A maximum of 30 users can follow your presentation
  • Learn more about this feature in our knowledge base article

Do you really want to delete this prezi?

Neither you, nor the coeditors you shared it with will be able to recover it again.

DeleteCancel

Make your likes visible on Facebook?

Connect your Facebook account to Prezi and let your likes appear on your timeline.
You can change this under Settings & Account at any time.

No, thanks

Copy of Social Media Crisis Management

No description
by

성원 함

on 25 February 2013

Comments (0)

Please log in to add your comment.

Report abuse

Transcript of Copy of Social Media Crisis Management

Key Identifiers Establish a Procedure Framework Establish a Procedure

Monitor! Monitor! Monitor!

Make Them Feel Heard

Pressure Relief Valve

Responsibility & Apology

Document Everything! Monitor! Monitor! Monitor! Monitor Everything
and Everyone
related to your brand Set up Monitoring
Software Delegate Responsibility Make Them Feel Heard Acknowledge the Issue
Respond Quickly!
Fight Fire with Water
Keep Conversing
Be Human
Company Unity - Unpredictability
Unexpected
Suddenness of Onset
Immediacy
Scope of Impact
Necessity of Ext. Comm. Build a Pressure Relief Valve Document Everything! Question Questions from Audience How can an organization distinguish between a legitimate crisis and innocuous chatter? Question How does this framework compare to your response to an actual social media crisis that you have faced? Crowd-Sourced Question Responsibility & Apology Social Media Crisis Management Define a Crisis

Chain of Command

Response Strategy
(Prepare statement)

Crisis Status Give them a place to vent!

Benefits
Single Venue
Early Warning
Greater Control Make Amendments

DO NOT
Cover things up
Counter-attack
Respond viciously

DO
Create an FAQ Create an Archive

Learnings & Recommendations

Visible & Accessible Created a Twitter account
Released “Official Statement” YouTube video
Responded on the same channel
Optimized video (SEO) to be found alongside offending video
Showed true sincerity and humanized the brand and the situation
Explained the measures that were being taken
Had their President of U.S. Operations, Patrick Doyle personally issue the response video ’s Response Framework Application 's Blunder CEO Bob Parsons released a video of himself shooting an elephant in Africa
Video appeared on his Blog, Youtube + Twitter In the video there are shots of local people wearing GoDaddy hats: product placement
Video sparks public outrage
PETA launches campaign urging people to drop their GoDaddy account 's Response Parsons framed elephant hunt as a humanitarian expedition
Large elephant population destroys farmer’s fields and crops
Provides food for locals
CEO showed no remorse
“I’m not ashamed of what I did” Framework Application Framework Establish a Procedure

Monitor! Monitor! Monitor!

Make Them Feel Heard

Pressure Relief Valve

Responsibility & Apology

Document Everything! Applying the FrameWork: Dominos Pizza Have you been in a situation where a colleague's response to a crisis only fueled the negative reactions? If so, how did you manage this? A Wild Social Media Crisis
appeared! Framework Application Framework Application (When)
(What)
(Action)
(Reaction)
(Size)
(Need) Dan Snow
Team Leader
Social Media Arts
TBWA Rob Thompson
Director of Comms
Childrens' Aid
Society of Toronto Michael Edwards
Digital Lead
Navigator Ltd Dan Snow
Team Leader
Social Media Arts
TBWA Rob Thompson
Director of Comms
Childrens' Aid
Society of Toronto Michael Edwards
Digital Lead
Navigator Ltd Dan Snow
Team Leader
Social Media Arts
TBWA Rob Thompson
Director of Comms
Childrens' Aid
Society of Toronto Michael Edwards
Digital Lead
Navigator Ltd ’s Response
Full transcript