#Manship4002 Guest Lecture - Crisis Communication and Social Media
Social Media Crisis Communication
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Transcript of Social Media Crisis Communication
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SOCIAL MEDIA CRISISCOMMUNICATIONHOW TO STAY ONE STEP AHEAD
Claudia Tluk, Social Media Manager
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INTRO
CLAUDIA TLUKSOCIAL MEDIA MANAGERAT BRUSSELS AIRLINES FOR 6 YEARSMARKETING / CUSTOMER SERVICE / COMMUNICATION@CLAU_TLUK
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MAGRITTE
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AIRPORT
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CHALLENGESSYMPATHY AND CARE
FIRST PRIORITY : WOUNDED COLLEAGUES & PASSENGERSSTRANDED PASSENGERS
OPERATIONS25.000 GUESTS/DAY — EASTER WEEKENDMOVE TO ANTWERP/LIÈGE/ZURICH/FRANKFURT
RECOVERYAIRPORT REOPENINGPOLITICAL LOBBYMEDIA RELATIONS
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OUR COMMUNICATION
CRISIS CHECKLISTFIRST MESSAGES TO THE OUTSIDE WORLD (URGENCY)
SOCIAL MEDIAPRESSCEO COMMUNICATION
INTERNAL COMMUNICATIONCUSTOMER COMMUNICATION
WEBSITESOCIAL MEDIASERVICE CENTER
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FIRST CRISIS RESPONSE
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OUR COMMUNICATION
TRANSPARENCY
FAMILY FEELING
POSITIVITY
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SOCIAL MEDIA BEFORE 22/3
1 PERSON FOR MARKETING & COMMUNICATION
2 AGENTS FOR CUSTOMER SERVICE
200-300 DAILY INCOMING MESSAGES
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SOCIAL MEDIA CRISIS TEAM
SCALED UP TO A TEAM OF 45
2 TEAMS IN ENGAGOR
COLLEAGUES WITH SPECIFIC TASKS
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POSITIVE SPIRIT
ENGAGOR DASHBOARD TO KEEP UP THE SPIRIT
AMOUNT OF QUESTIONS ANSWERED
UNIQUE USERS HELPED
COMPLIMENTS
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COMPLIMENTS@manjilpsaikiaThank you very much. I understand the situation. I am very impressedby your social media response and wish everything settles back to normal.
@jeanvanwetter@FlyingBrussels well done to all of you, you do a great job in difficultcircumstances.
Anne MarklundI understand you have enormous amounts of mails coming in but I have to tell you how EXTREMELY impressed I am of you all at Brussels Airlines. Thanks once again!
Agatha VdpThanks so much Wendy! Fabulous! I’ve got my ticket- great job to all the Brussels Airlines team!
@boeleke_op_reisBe proud @FlyingBrussels! Cannot have been easy. Everybody was so friendly and patient. Thumps up!
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THE NUMBERS
QUESTIONS AVAILABLE COMPLIMENTS
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BACK TO BUSINESS
DOWNSCALE AFTER FULL RETURN TO BRUSSELS
BACK TO NORMAL COMMUNICATION
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DIFFERENT VIEW
MANAGEMENT HELPED ON SOCIAL
MEDIA
SEEING IS BELIEVING
SOCIAL MEDIA ROOM
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HOLISTIC APPROACH
THROUGHOUT THE CUSTOMER JOURNEY
INVOLVE ALL DEPARTMENTS
CENTRAL SOCIAL MEDIA KNOWLEDGE HUB
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NEW CRISIS PROCESS
ALWAYS READY
MORE FOCUS ON CUSTOMER EXPERIENCE AND SOCIAL
JUMPSEAT PROGRAMME
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CRISIS TIPS
CHECKLISTGREY PROFILE PICTURE AND COVER PICTURE
CHECK LATEST POSTS
STOP ADS
STATEMENT TEMPLATES
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CRISIS TIPS
ENGAGOR AND SOCIAL MEDIA MINI COURSETONE OF VOICE (INFORMAL / NAME / EMPATHY)
SOCIAL MEDIA RISKS
TWITTER 101 (HANDLES / HASHTAGS / LINKS)
HOW TO RECOGNISE A POSSIBLE PR FIRE
ENGAGOR FUNCTIONALITIES
FAQ’S
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CRISIS TIPS
TEAM SET UP
TOOL SET UP
CRISIS EXCERCISE
BENCHMARK OTHERS
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THANKS FOR LISTENING
ANY QUESTIONS?
Claudia Tluk, Social Media Manager