Employee Guidelines & Crisis Management in Social Media

Employee Guidelines & Crisis Management in

Social Media

Presented by

ANDREW HEALY Chief Social Officer, 3 rock marketing

Andrew Healy •  Dublin Born – Napa Resident •  Worked in Wine – Production, Logistics, National Account Sales, Retail, Restaurants, Branding

•  In 5 Countries - in both hemispheres •  Lecture in Wine & Social Media at SSU •  Clients include Great Wine Capitals,

Visit Napa Valley, Beau Wine Tours,

Napa Point Brewing, Wine Country This Week

•  Co-Curator of TEDxNapaValley – VP of Napa Cricket •  Lover of Riesling & Zinfandel

@SocialAndy

@SocialAndy @3rockmarketing #WCHS14!

“It takes 20 years to build a reputation and five minutes to ruin

it. If you think about that, you'll do things

differently.”

Warren Buffett

Food for Thought

Reputation & Risk Management Reputation of a social entity (a person, a group of people, an organization) is an opinion about that entity, typically a result of social evaluation on a set of criteria. It is important in education, business and online communities (source: wikipedia) Risk management is the identification, assessment, and prioritization of risks (defined in ISO 31000 as the effect of uncertainty on objectives, whether positive or negative) followed by coordinated and economical application of resources to minimize, monitor, and control the probability and/or impact of unfortunate events (source: wikipedia)

Keychain Doc

� Single Email Address �  social@yourdomain.com / gmail address

� Login Credentials in one place

� Multiple Access �  To Credentials

�  To Outlets

�  List those with access on doc

Employees �  Background Checks

�  Spokeo.com

�  Training

�  Manual / Handbook �  Who / What / When / How / Why / Where

�  Termination Procedures for Social Media

�  Clear Guidelines �  Harassment, Disparagement, Labor Law

�  Blurry Personal / Professional Lines

�  Corporate Security / Integrity

�  Seek Legal Advise To Implement

& @SocialAndy @3rockmarketing @CANVAS_Connect!

& @SocialAndy @3rockmarketing #WCHS14!

Facebook

� Pages set to 21+

� Page Interaction Guidelines

� Decide what’s acceptable

� Blurry Personal / Professional Lines

� Editorial & Access Control

� TTB Compliance for Winery / Wine Brands

Copyright Don’t use what isn’t yours!

123rf.com Shutterstock.com iStockPhoto.com

Pay a photographer!

Twitter

• Decide on under 21 access – gates available • Be aware of Spam

• Filter with “Lists” • Manage Multiple accounts properly

108 million visitors per month

Yelp – What to do?

• Research • Detach • Honesty • Factual • Concise

https://www.biz.yelp.com/

911 – Take Down

• Call Sign – Text • Action Plan • Multiple Access • Silence 24/48 • Agreed Message Response

Hurricane Sandy

Total Fatalities 285

Even in the Wine Biz (in Napa)

Sandy Hook Elementary

How Do I?

29 @SocialAndy @3rockmarketing #WCHS14!

What do we do at 3 rock marketing?

�  Email Marketing Template Creation | Social Media Integration | Analytics | Video Email

�  Visual Media Photography | Videography | Graphic Design | Custom QR Codes

�  New Media Relations

Employee Guidelines & Crisis Management in Social Media

Social Media

Transcript of Employee Guidelines & Crisis Management in Social Media

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