The document provides guidance on crisis monitoring and response for social media disasters. It stresses the importance of ongoing monitoring to spot potential issues early, having a plan and team in place to quickly respond, and reviewing the response afterward to improve future crisis management. Key steps include monitoring comments and sentiment, responding promptly and honestly to address concerns, and learning lessons to strengthen reputation.

1. How to avoid a social media disaster CONFIDENTIAL

2. First... a cautionary tale

3. Drawing out the battleplan

4. Crisis monitoring Crisis response Crisis management Potential issues

6. Oversees the overall crisis response Monitors for mentions and issues Defines strategy and works with CM to deliver message Works with all teams and leads communication style

7. A social media war room is a state of mind. Not necessarily a physical place.

9. Spotting the Crisis

13. Monitoring isn’t just for when your battleship is sinking.

17. Crisis monitoring

18. Real world examples

19. Crisis monitoring

21. A social media crisis can look very like a ‘real world’ crisis.

23. Lesson one: You can’t control how a crisis unfolds any more.

28. Asda: getting the response right

29. Asda: getting the response right

33. Fail to prepare? Prepare to fail.

35. Be in the conversation already so you can react. You don’t have a voice unless you’re in the social space.

38. Back to you.... Q & A