Crisis Communications With Social Media
23
Imagine a customer has an “experience” with your brand
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By the end of the presentation you will learn how to respond and recover from a crisis situation using social media.
Transcript of Crisis Communications With Social Media
![Page 1: Crisis Communications With Social Media](https://reader033.fdocuments.us/reader033/viewer/2022051514/54b9d8d74a7959854b8b467e/html5/thumbnails/1.jpg)
Imagine a customer has an “experience”with your brand
![Page 2: Crisis Communications With Social Media](https://reader033.fdocuments.us/reader033/viewer/2022051514/54b9d8d74a7959854b8b467e/html5/thumbnails/2.jpg)
My “experience”
![Page 3: Crisis Communications With Social Media](https://reader033.fdocuments.us/reader033/viewer/2022051514/54b9d8d74a7959854b8b467e/html5/thumbnails/3.jpg)
2.3 million hits
![Page 4: Crisis Communications With Social Media](https://reader033.fdocuments.us/reader033/viewer/2022051514/54b9d8d74a7959854b8b467e/html5/thumbnails/4.jpg)
BAD“experience”
![Page 5: Crisis Communications With Social Media](https://reader033.fdocuments.us/reader033/viewer/2022051514/54b9d8d74a7959854b8b467e/html5/thumbnails/5.jpg)
Broken guitar
![Page 6: Crisis Communications With Social Media](https://reader033.fdocuments.us/reader033/viewer/2022051514/54b9d8d74a7959854b8b467e/html5/thumbnails/6.jpg)
gives customers a voice
soc al med a
![Page 7: Crisis Communications With Social Media](https://reader033.fdocuments.us/reader033/viewer/2022051514/54b9d8d74a7959854b8b467e/html5/thumbnails/7.jpg)
DevelopCORE
message
![Page 8: Crisis Communications With Social Media](https://reader033.fdocuments.us/reader033/viewer/2022051514/54b9d8d74a7959854b8b467e/html5/thumbnails/8.jpg)
Simpleand
measurable
![Page 9: Crisis Communications With Social Media](https://reader033.fdocuments.us/reader033/viewer/2022051514/54b9d8d74a7959854b8b467e/html5/thumbnails/9.jpg)
Quick Reply
![Page 10: Crisis Communications With Social Media](https://reader033.fdocuments.us/reader033/viewer/2022051514/54b9d8d74a7959854b8b467e/html5/thumbnails/10.jpg)
Was his promise measurable?
Yes
![Page 11: Crisis Communications With Social Media](https://reader033.fdocuments.us/reader033/viewer/2022051514/54b9d8d74a7959854b8b467e/html5/thumbnails/11.jpg)
Everyone
On the same page
![Page 12: Crisis Communications With Social Media](https://reader033.fdocuments.us/reader033/viewer/2022051514/54b9d8d74a7959854b8b467e/html5/thumbnails/12.jpg)
First hand
![Page 13: Crisis Communications With Social Media](https://reader033.fdocuments.us/reader033/viewer/2022051514/54b9d8d74a7959854b8b467e/html5/thumbnails/13.jpg)
Second hand
![Page 14: Crisis Communications With Social Media](https://reader033.fdocuments.us/reader033/viewer/2022051514/54b9d8d74a7959854b8b467e/html5/thumbnails/14.jpg)
Transparencyis
KEY
![Page 15: Crisis Communications With Social Media](https://reader033.fdocuments.us/reader033/viewer/2022051514/54b9d8d74a7959854b8b467e/html5/thumbnails/15.jpg)
NEVER say“No Comment”
![Page 16: Crisis Communications With Social Media](https://reader033.fdocuments.us/reader033/viewer/2022051514/54b9d8d74a7959854b8b467e/html5/thumbnails/16.jpg)
DELEGATE a spokesperson
![Page 17: Crisis Communications With Social Media](https://reader033.fdocuments.us/reader033/viewer/2022051514/54b9d8d74a7959854b8b467e/html5/thumbnails/17.jpg)
Establish
Media channels
![Page 18: Crisis Communications With Social Media](https://reader033.fdocuments.us/reader033/viewer/2022051514/54b9d8d74a7959854b8b467e/html5/thumbnails/18.jpg)
Create a
central meeting
place
![Page 19: Crisis Communications With Social Media](https://reader033.fdocuments.us/reader033/viewer/2022051514/54b9d8d74a7959854b8b467e/html5/thumbnails/19.jpg)
Listen
![Page 20: Crisis Communications With Social Media](https://reader033.fdocuments.us/reader033/viewer/2022051514/54b9d8d74a7959854b8b467e/html5/thumbnails/20.jpg)
• Say sorry• Admit mistake
• Discuss how you resolved the issue• Explain future steps
![Page 21: Crisis Communications With Social Media](https://reader033.fdocuments.us/reader033/viewer/2022051514/54b9d8d74a7959854b8b467e/html5/thumbnails/21.jpg)
How to
patch it up
![Page 22: Crisis Communications With Social Media](https://reader033.fdocuments.us/reader033/viewer/2022051514/54b9d8d74a7959854b8b467e/html5/thumbnails/22.jpg)
Monitor conversations
![Page 23: Crisis Communications With Social Media](https://reader033.fdocuments.us/reader033/viewer/2022051514/54b9d8d74a7959854b8b467e/html5/thumbnails/23.jpg)
“If I had eight hours to chop down a tree. Iʼd spend six hours sharpening my ax.”