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Crisis Management & Social Media

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Basile Marinelis

on 21 October 2013

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Transcript of Crisis Management & Social Media

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“It takes 20 years to build a reputation and
five minutes to ruin it”

Warren Buffett
Crisis Management

Social Media
Fredrik Gustavsson Basile Marinelis David Huynh
Aim of Research
Develop a framework for social media context
Traditional Crisis Management
Avoiding the crisis

Preparing to manage the crisis

Recognizing the crisis

Containing the crisis

Resolving the crisis

Profiting from the crisis
Be transparent

Establish a social media team to monitor and scan the online environment constantly

Assess whether a crisis exists and gauge
the severity

Acknowledge and contain the crisis on the initial manifestation medium

Resolve quickly and seek to strengthen the relationships with stakeholders.
Aim of Research
Traditional Framework
Updated Framework
How can you use this?
Traditional & contemporary Crisis Management
How to manage a social media crisis to prevent enduring consequences
Social Media Crisis Management
Update traditional models to prevent enduring consequences
Key Managerial Points:
Aim of Research:
Establish social media crisis teams
Rapid response
Respond via initial medium
Authenticity & transparency
Concluding Remarks
“It takes 20 years to build a reputation and
five minutes to ruin it"
Warren Buffett

“It takes 20 years to build a reputation and
five minutes
10 seconds
to ruin it"
Warren Buffett
Full transcript