MAS Communication Management / MAS Brand Management / MAS Digital Marketing
Merry Crisis-mas - social media crisis briefing
-
Upload
claremontcomms -
Category
Business
-
view
1.311 -
download
0
description
Transcript of Merry Crisis-mas - social media crisis briefing
Merry Crisis-mas
Breakfast briefing on social media
crisis management
14 December 2012
#crisismas
With discretion please!
The who, what, where and
why of social media crises
Simon Booth-Lucking,
Director of Digital at Claremont
Zoom out for the big picture
Trust
Source: http://www.slideshare.net/EdelmanInsights/2012-edelman-trust-barometer-global-deck
Crowd psychology
#angrymob
Transparency
The digital disgruntalists
The live microphone
The head in the sand
Live your brand, and ensure your employees do -or you can be exposed socially, digitally and offline
The empty chair
http://www.nonprofitmarketingguide.com/blog/2012/02/01/the-accidental-rebranding-of-komen-for-the-cure/
Crisis handler of the year
Runner-up:
Jonty Olliff-
Cooper, A4E
Winner:
O2 customer
service
http://www.wired.co.uk/news/archive/2012-
07/17/o2-outage-social-media-masterclass
Social media crisis
management – lessons
from the front line
John Coventry, Director of
Communications at Change.org
A very modern crisis
• No reliable news cycle
• More crises
• More outlets
• People, not press powered crises
• Media savvy public - react to different things
(Argyll and Bute Vs O2)
• People treat brands as people. Personality is
crucial
A very modern crisis
• no reliable news cycle
• more crises
• more outlets
• people, not press powered crises
• media savvy public - react to different things
(Argyll and Bute Vs O2)
• People treat brands as people. Personality is
crucial
• If you don't get a lot of criticism, even small
criticism hurts
• Twitter IS NOT the real world - don't panic but
do take it seriously
• Try and put yourself in the position of a
consumer/donor/supporter - what do they want
to hear/read?
• Be confident in the moves you make. Tone and
demeanour important.
Specially for NFPs
Kicking crises in the cajones
Embed comms in organisational thinking
First response is crucial
Validators are massively helpful
Respond swiftly, deftly and succinctly
Don't take it personally.
LEARN FROM IT
Merry Crisis-mas
#crisismas
With discretion please!