How to prepare for a social media crisis by Insignia Communications
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Transcript of How to prepare for a social media crisis by Insignia Communications
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Jonathan Hemus, November 2012
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News breaks on social media
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News spreads and is amplified through social media
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SmartBrief on Social Media, January 25, 2012
Most organisations do not have a plan to address this
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The consequences can be very damaging
Nestle make a difficult situation worse by responding aggressively to criticism on its Facebook page
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The consequences can be very damaging
NatWest endured a social media backlash when it failed to solve a technical problem OR communicate effectively with its customers
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Preparing to protect your reputation in an online world
Develop, communicate and embed a social media policy
Re-consider your reputational risk assessment
Implement online media monitoring
Create a crisis communication hub
Develop a process, resources and skills to mount an online response
Develop an online presence beforehand
Identify key online influencers and build relationships
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Develop, communicate and embed a social media policy
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Develop, communicate and embed a social media policy
http://socialmediagovernance.com/policies.php#axzz1l9M4oKLf
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Re-consider your reputational risk assessment
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LIKELIHOOD OF RISK
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Re-consider your reputational risk assessment
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Re-consider your reputational risk assessment
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Re-consider your reputational risk assessment
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Re-consider your reputational risk assessment
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Re-consider your reputational risk assessment
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Implement online media monitoring
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Implement online media monitoring
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Create an online crisis communication hub
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Develop a process, resources and skills to mount an online response
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US Airways Hudson River Crash
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Be prepared!
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Be prepared!
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Be prepared!
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Develop processes and resources to mount an online response
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Develop processes and resources to mount an online response
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Develop processes and resources to mount an online response
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Develop skills to mount an online response – social media exercises
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Social media exercises
A crisis begins to emerge via social media e.g. a video is posted showing product tampering
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Social media exercises
Delegates see the situation escalating via online channels
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Social media exercises
The story spreads to online media and blogs
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Social media exercises
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Develop an online presence beforehand
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Identify key online influencers and build relationships
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Engage online and other third party influencers
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Preparing to protect your reputation in an online world
• Develop, communicate & embed a social media policy
• Re-consider your reputational risk assessment
• Implement online media monitoring
• Create a crisis communication hub
• Develop a process, resources and skills to mount an online response
• Develop an online presence beforehand
• Identify key online influencers and build relationships
![Page 42: How to prepare for a social media crisis by Insignia Communications](https://reader036.fdocuments.in/reader036/viewer/2022081401/55862e33d8b42a2b308b4ed1/html5/thumbnails/42.jpg)
Contact Details
Jonathan Hemus, Insignia Communications
Website: www.insigniacomms.com
Email: [email protected]
Twitter: @jhemusinsignia
Phone: +44 (0)786 832 9102
Download our white paper on social media crisis here: http://insigniacomms.com/resource/
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Jonathan Hemus, November, 2012