Social Media Crisis Communication
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Social Media and Crisis Communications Lynsay Caylor Social Media Marketing Manager, Pilot Flying J
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From a company communication standpoint, what do you do when a crisis hits? Check out this presentation on how to mobilize and communicate quickly and effectively through social media during crisis situations. Presentation is from a Social Media Club Knoxville event: Social Media & Crisis Communication: Benefiting Storm & Tornado Victims Tuesday, May 24, 2011
Transcript of Social Media Crisis Communication
Social Media and Crisis Communications
Lynsay CaylorSocial Media Marketing Manager, Pilot Flying J
All kinds of “crises”
Severe weather or natural
disaster
Building or safety issues
Technology failures
Customer situations
Community issues
National issues
What do I say?
Before you can help your customers, you need to know them and know how you can best help them.
Think and feel like they do at the moment.
Realize crises heighten emotions.
Pilot Flying J Customers
2.4 million professional truck drivers
Limited places to park
Away from family for long periods of
time
Constantly moving
Under heavy government regulation
What they are seeing?
Internal Discussion
1. Let other departments know what you’re doing.
2. Find the most important info1. Safety issues2. Any processes that are different than
normal3. Time estimates4. Situation of the community
Talking to customers
1. Tell them the current situation
2. Let them know how this will affect
their normal visits/interactions
3. What we are doing to correct issue
4. Report any injuries & what is being
done
Listening
April 27 at 7:40am Hey Pilot...
Can you keep us all updated if any locations are closed due to storm damage? I'm hearing West Memphis and Murfreesboro just got hit hard, but no word on the stores.
Responding
April 27 at 10:08am Power outage notice: Due to
severe storms, currently our 2 West Memphis, AR stores - Pilot #429 and Flying J #607 are without power. Generators are in route to these locations. Please feel free to pass along so that those traveling in this area may know of the situation. And please be safe out there today!
Sharing
April 28 at 10:25am NACS
Props to Pilot Travel Centers for keeping folks in affected storm areas up to date. Our thoughts are with those that are going through this...
From National Association of Convenience Stores
Community
Wow. I hope all your employees & customers are safe, and nobody was hurt. April 28 at 9:52am
Thanks for the update! April 28 at 9:58am
Keeping you guys and all truckers and their families in our prayers. April 28 at 9:58am
Tips for being crisis ready
Identify your emergency response team.
Be flexible enough to have your day
completely changed.
Look for opportunities to highlight someone
doing good during the difficult time.
Stay tapped in to your community.
Be calm and practical.
Wisdom from Wendy Harman
When times are tough, the community reaches out to support.
During a disaster numbers come, and then they don't leave. They follow because they believe in the cause & want to share with others.
Always be looking to encourage and
empower communities.
Learning Opportunity
Every crisis situation is different. You can’t be perfect, but you can
learn from every situation or mistake.
Summary
Listen
Be a friend
Get important info out
Help out if you can
Just be there
Questions/Comments?
@wharman@redcross
@lynsaycaylor
