"Take Back Your Story" | Social Media Crisis Management

Take Back Your StoryHow to take control of a story using social media when traditional media isn’t being fair or reasonable.

@HamzaK & @BaileyParnell

Oh No He Didn’t…

The Right & Wrong Way

If you’re not telling your story via social channels, someone is. Tell your own story, or some else will tell it for you.@JenniferMcClure

The 5 “Rs” of Reclaiming your Story

• Recognize• React• Respond• Reclaim• Reflect

Recognize

• Define a crisis• Notice the crisis• Acknowledge the crisis

BlackBerry Outage

• Move on a plan• Notify appropriate personnel• Keep team informed

PlayStation’s Network Outage

Respond

• Be sorry• Use the same platform• Control the conversation

United Airlines and the NSFW Pic

Reclaim

• Reiterate messages• Moderate follow-up conversation• Be extra awesome

The Heartbleed Bug

Reflect

• Review process• Document everything• Make changes for the future

Ryerson University

Take Back Your Story

The 5 “Rs”

• 1) Recognize• 2) React• 3) Respond• 4) Reclaim• 5) Reflect

Social Media