It’s better to be safe than sorry. JamiQ helps you constantly keep tab on conversations taking place on the social media. When a crisis strikes, JamiQ’s proven methodology keeps you up-to-date on the most critical issues affecting your brand.

1. Crisis Monitoring Package

2. Types Of Crisis Unexpected CrisisYou have no clue it’s coming. Often a major issue affecting your customers or stakeholders that is uncovered by the public or the media. You had no time to prepare for it, you have to make an immediate communication decision.Example include: product faults, system failure, environmental disasters, protests and strikes. Anticipated CrisisWhen you know internally that major changes are about to take place. Most of the time these issues have to be revealed to the public by law. This gives you time to prepare your messaging, but a public response if inevitable.Examples include large scale down-sizing, ousting of CEO, employee fraud, etc.

3. The Battleplan

4. Why You Need A Tool For Crisis Monitoring When a full-blown crisis starts, the chatter in social media often multiplies quickly. Can your team track all the conversations as they evolve in real-time? Can you get data specific to a localized market? Can you get a rough read of the sentiment of what people are saying? Can you really tell your clients you have your finger 24/7 on things as they are happening?

5. Real-time Crisis Monitoring: DBS Network Failure Example Spike forms as people realize ATMs and Internet Banking are down. 95% of the posts are from microblogs like Twitter and Plurk. Later spike due to amplification of news coverage in local media. 83% of the buzz around this crisis comes from Microblogs.

6. Real-time Crisis Monitoring: DBS Network Failure Example DBS CEO apologizes on webpage, and story is covered on front page on both Straits Times and Business Times. Just when all the chatter had died down…

7. Real-time Crisis Monitoring: IBM gets dragged into the crisis Example DBS CEO’s apology mentions failure of IBM to keep the system up. Local and international jumped on this story. Few mentions of IBM when the system first went down.

8. Real-time Crisis Monitoring: IBM gets dragged into the crisis Example Dramatic increase in negative mentions of IBM. At first not much blame was given to IBM.

9. Best Practices Keep a generic Topic of your brand running consistently. This ensures you have ready data when a crisis strikes. Who started noticing the issue first? Was the buzz created in Twitter? Blogs? Video? Photos? Crisis started at 3am, but we didn’t manage to capture data until noon.

10. Best Practices

11. JamiQ Crisis Monitoring Package Keep a generic Topic of your brand running on JamiQ’s software. When a crisis hits, give us a call and we will examine the data for insights to be used in your messaging and evaluate the severity of the situation. JamiQ’s social media analysts will provide twice daily email updates of the situation. Once at 11am and another at 5pm. Weekly round up reports will be issued containing a summary of the situation on the social media. This includes: Buzz trending Sentiment trending Media type break down Identifying top influencers Issues summary Client can log into JamiQ.com for real-time data tracking.

12. Twice-Daily Email Updates Example To: client@brand.com From: analyst@jamiq.com Subject: Crisis Monitoring for DBS (11am) Date: 5 June 2010 This morning we noticed a massive spike in mentions of DBS in Singapore. Majority of them were complaints about the inability to access ATMs and Internet Banking. The public has realized that this is a network-wide failure and new about this inconvenience is spreading quickly on microblogging platforms such as Twitter. Top Links: Technical glitch affects DBS & POSB online system for over seven hours. ATMs also went down. http://twitter.com/mrbrown/statuses/17799257259 TSK TSK! What a breach of trust. No longer trustworthy I would say... (DBS, POSB ATMs breakdown) http://twitter.com/RedSeo/statuses/17798863236 Is DBS ibanking cocking up seriously????...http://twitter.com/Undivined/statuses/17785561736

13. Sample of JamiQ’s Customers

14. About JamiQ JamiQ is Asia’s leading social media monitoring and measurement solutions provider. JamiQ’s multilingual social media monitoring platform provides the most comprehensive coverage of the social media in Asia. JamiQ uses advanced data mining methods and natural language processing technology to produce real-time buzz trending, sentiment detection, influence scoring, and market segmentation, giving you the critical insights you need for immediate and strategic decision-making.

15. Contact JamiQ Benjamin Koe Head, Client Leadership benjamin.koe@jamiq.com +65 6536 0906 (office) +65 9181 7128 (mobile) 67 South Bridge Road Level 3 Singapore 058697 Chan Chi-Loong Director, Client Leadership chiloong.chan@jamiq.com +65 6536 0906 (office) +65 9435 5224 (mobile) 67 South Bridge Road Level 3 Singapore 058697