Post on 01-Nov-2014
description
When Bad Things Happen…
Sean McDonald
seanmcd@antseyeview.com
@iamseanmcdonald
Jake McKee
jake@antseyeview.com
@jakemckee
Who we are…
Ant’s Eye View is the industry’s only practitioner brand. Our leaders are experienced professionals who’ve delivered tangible business impact at large enterprise organizations.
Company Response
Easier or Harder for a company response in 2010?
Do social media and online networks help or hurt?
1982
2010
Water Disasters (1995)
Water Disasters (2010)
• Oil spill is tragic and people will talk, but how BP responded drove more mentions
Source: Radian6
Two water disasters can improve the situation
Source: Radian6
Expectations in 2010 (good or bad times)
1. Be Timely
2. Be Honest
3. Be Responsible
4. Be Transparent
5. Be Human
What could have BP done?
• Be Timely– First messages were to avoid guilt and to control
• Be Honest– Admit that size of spill is not understood in the beginning
• Be Responsible, But don’t Control– Ask for help– Invite ideas
• Be Transparent– Talk about the who is working on the ideas, what you are
doing with the ideas submitted by ordinary citizens• Be Human
– Empathetic, apologetic, disgusted, angry– NO whining– Real content
What changes do you make after losing 50% of market cap?
Source: Yahoo