Ric  Dragon,  CEO,  DragonSearch  -­‐  @ricdragon  

Learning  From  The  Social  Mistakes  of  Others  

     @ricdragon  

Our  food  tweets  this  morning  were,  frankly,  insensiAve.  Our  deepest,  sincere  apologies.  

Finally…  

Hijacked  Hashtags  

Hijacked  Hashtags  

MIXED  SOFTWARE,  ACCOUNTABILITY,  AND  COVERUP  

ACCOUNTABILITY  AND  COVERUP  

QUICK  APOLOGY…  BUT  HOW  TO  PREVENT?  

QUICK  APOLOGY?  

Who’s  got  the  keys?  

Own  your  mistake  When  a  mistake  has  been  made,  own  it.  Don't  try  to  suggest  that  someone  hacked  into  your  account.  (Anthony  Weiner,  Chevrolet,  Red  Cross)  

Be  Careful,  but  be  QUICK  (Ragu)  

Mea  Culpa  Apologize.  If  legal  tells    you  that  you  can't,  it  might  be  Ame  to  get  new  legal.    …and  don’t  try  to  hedge.  

Make  it  Personal  Apologize  to  specific  people  if  feasible.  One  by  one.  

Don't  try  to  control  what  can't  be  controlled  (ChapsAck)  

Checklist  

q Use  Group  approach  if  possible  q Ask  yourself  these  quesAons:  

q What  happened?  q Was  someone  killed?  Hurt?    or  lose  property?  q Does  it  involve  a  sensiAve  issue?  q Is  it  appropriate  to  make  a  mass  apology?  q Is  it  appropriate  to  make  individual  apologies?  q Can  we  use  humor?  q What's  an  appropriate  FAST  response?  

Ric  Dragon,  DragonSearch  dragon@dragonsearch.net      

 Twi`er:  @ricdragon  

Thank  You!