Social Risk Defense for Pharma

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Social Risk Defense for Pharmaceutical Firms

Compliance Assured | Brand Protection for Pharmaceutical Firms

www.crispthinking.com 2

What’s New for Pharma

Social Media Risk Factors for the Pharmaceutical Industry Pharma faces unique challenges with social media. • Posts about adverse drug events. Even just a single mention of adverse reactions to

drugs on social media can rapidly spread brand-damaging doubt in the public. Moreover, the FDA requires that any adverse event mention be reported to them within 24 hours.

• Negative commentary around drug launches. High-profile launches attract a great

deal of attention, with negative commentary a frequent feature. • Activist attention. Many pharmaceutical companies are targets for activist groups, who

may try to hijack brand pages and accounts or flood timelines with negative messages and imagery.

The Business Costs of Under-Managed Risk Due to the risks, most Pharma companies underutilize social media, greatly limiting the potential business value to be derived from these channels. • Even with conservative usage, the compliance risks are high causing many lost nights of

sleep for the social team. • Since constant vigilance is a must, many social teams waste a big chunk of their time

performing risk management and monitoring channels rather than doing the real

In the past, regulatory and compliance challenges have prevented pharmaceutical and life science companies from using the full power of social media. With so much at stake, it has simply been too hard, too risky, or both, for the pharmaceutical industry to participate in the social media revolution. No longer. With more powerful social risk defense services than have ever been available before, Pharma is now finally able to join the social conversation and reap the benefits. This document will show you exactly how.



marketing, customer service, and engagement work on social that moves the business forward.

• Smart marketers are forced to make the “safe” call – often avoiding new channels or opportunities altogether -‐ because the risks of missing something are just too high.

Meeting the Unique Requirements of Pharma Pharma requires a higher level of vigilance. Regulatory compliance requires: • 24/7 sweeping of every owned social channel in every language and in every country you

do business in • A guaranteed notification policy that works in minutes, not hours • Human analysis to ensure accuracy, and not waste time with false reports • The power to store, search and analyze historic social content to ensure compliance Crisp has a ten-‐year history of providing industry-‐leading levels of risk protection.

We are so confident of our service’s accuracy and speed, we offer an ironclad guarantee: 100% brand risk protection within 15 minutes, 24/7. Not a single one of our competitors can match this guarantee, or will even offer to try, because they can’t.

Crisp’s Proven Record with Pharma Crisp currently provides social risk defense for a global Top 5 prescription drug including: Spot and report mentions of adverse drug events. Crisp’s Pharma clients currently rely on our 15 minute notification capability to meet FDA reporting requirements. Identify brand attacks whenever they happen. Even when posts happen overnight, or on the weekend, Crisp is there. We recently caught a 6:00am brand attack on a Sunday morning, and reported it to the client for immediate action. Identify and remove counterfeiter ads and other spam. When counterfeiters posted a link to fake goods on our client’s Facebook page we removed it within 3 minutes. Be prepared for major events. Our teams support your social channels during high profile launches and events that are likely to be targeted by attackers. Roll out global and regional campaigns with confidence. Crisp currently monitors all the social media pages operated by different teams in different countries for a global Pharma brand, and reports directly to the risk and compliance team.

How We Deliver Humans monitors are accurate, but they are also, well, human, so compared with machines they are slow and expensive. Machines are fast and untiring, but they lack judgment.



Crisp uses both, so you get the accuracy of highly expert human analysis with the unrelenting speed and inexorable diligence of powerful technology. The result is a service that sweeps everything – every channel, every language, every country, day and night, 24/7 for risk. Any noteworthy or inappropriate content – based on parameters you define – is reported to your team within 15 minutes. Secure Social Media for the Pharmaceutical Industry Once they are freed from the burden of tracking risk, your team can concentrate on social’s true value: marketing, customer service and, engagement. Crisp enables you to use social channels to their fullest potential with confidence.

• Stay FDA compliant. Ensure you always meet standards for adverse event reporting • Deal with negative comments fast. We identify the issues that need your urgent

attention. • Identify and remove phishing attacks, trolls and spam. We spot the users that need

to be blocked or taken out. Crisp FAQs Does Crisp really provide 24/7 social risk defense? How? Yes. Crisp’s powerful technology sweeps every channel in every language and in every country you do business in. Technology doesn’t need food or sleep, so it is always on guard, 24/7, helping our team of analysts work fast and effectively around the clock. Does Crisp really notify us within 15 minutes? How? Crisp maintains a network of highly trained human analysts all over the world. The technology prioritizes content for our team of human analysts, so they can deal with the riskiest content first. When any notable content or risk is identified, our team will handle it in the manner you designate: by flagging and removing it, and contacting you as appropriate. Do you really catch everything? Yes, our staff and technology is so unfailing and well trained, we really do catch virtually everything. Are there a lot of false-‐positive reports? No, there are not a lot of false positives. Crisp’s analysts are trained to weed out false-‐positives based on parameters YOU specify. Our accuracy rate is better than 99%. Does Crisp have experience in highly regulated industries? Yes, Crisp works with companies in both the financial and pharmaceutical industries, as well as the airlines, which are some of the most highly regulated industries in the world. Indeed, because Crisp was originally built to protect kids in online communities, Crisp has maintained the most exacting safety standards right from the start.



Isn’t my current solution good enough? That depends. If you don’t want to miss anything, then almost certainly not. Only Crisp’s combination of powerful human analysis and technology offers the kind of unfailing risk protection demanded by Pharma. Will Crisp fit in my budget? Yes. Most of our clients are actually surprised by how affordable we are. And because we bill by volume of comments, many are amazed to discover that Crisp offers far more comprehensive coverage for less cost than agency solutions. Our sales team will be happy to discuss pricing with you. About Crisp Crisp was founded in 2005 by Adam Hildreth whose unwavering commitment to weeding out bad actors and dangerous content on the web began more than 15 years ago, when he built the most successful social network for kids in Europe. Hildreth was researching and developing foolproof ways to sweep online communities and keep them safe even before formal standards had been properly established. Crisp is now a recognized pioneer in the area of social risk defense, creating best-‐in-‐class services that meet the most rigorous safety and regulatory standards. In the decade since launching Crisp, Hildreth has grown it into the only social risk defense service powerful enough to satisfy the regulatory demands of financial, airline and healthcare clients, and Crisp’s client roster includes many recognized global brands from the Fortune 500.

Social Risk Defense for Pharma

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