2. Crisis Management in a multi-
channel world
Resolving the ownership of Social
Media
Nick Sharples
Founder and CEO

3. Introductions
• Your Name
• Your Company
• Areas of responsibility within the organisation
• Your biggest challenge in crisis
management/social media: budget, culture,
awareness, monitoring, resources, etc.

4. Agenda
• Understand the recent proliferation of digital channels
and techniques that have the potential to derail your
organisation's crisis response
• Examine some of the human and structural issues
preventing effective crisis management planning
• Work with colleagues to identify best practice and
develop robust solutions to your individual challenges

5. The New Multi-channel Paradigm
• The Marketing revolution – content marketing

7. www.theconversationprism.com
©Brian Solis and JESS3

10. The New Multi-channel Paradigm
• The Marketing revolution – content marketing
• The Data Explosion and the rise of Big Data

11. The Data Explosion

12. The New Multi-channel Paradigm
• The Marketing revolution – content marketing
• The Data Explosion and the rise of Big Data
• Consumer Expectations and Twitter Time

15. The New Multi-channel Paradigm
• The Marketing revolution – content marketing
• The Data Explosion and the rise of Big Data
• Consumer Expectations and Twitter Time
• The monitoring and responding challenge

16. Recent Crises

19. Agenda
• Understand the recent proliferation of digital channels
and techniques that have the potential to derail your
organisation's crisis response
• Examine some of the human and structural issues
preventing effective crisis management planning
• Work with colleagues to identify best practice and
develop robust solutions to your individual challenges

21. Legacy
Status
Influence
Ego

22. Agenda
• Understand the recent proliferation of digital channels
and techniques that have the potential to derail your
organisation's crisis response
• Examine some of the human and structural issues
preventing effective crisis management planning
• Work with colleagues to identify best practice and
develop robust solutions to your individual challenges

23. A Possible Approach
A four step process for most companies:
– Establish a Social Media Steering Committee
– Use the Committee to explore and document the
current crisis management arrangements
– Overlay the Crisis Plan on the current position,
modifying responsibilities as required
– Secure approval from the Steering Committee and
integrate the Social Media elements within the
Crisis Plan.

24. Social Media Steering Committee
• Multi disciplinary (Corp Comms, Marketing,
Digital, Customer Services, Community
Management, HR, Legal,etc)
• Set Strategic direction, guiding principles
• Establish ownership, accountability, roles and
responsibilities (and what they mean)
• Develop the business case for funding if
required

25. Workshop Activity
• As a group, choose one of your initial
challenges that has the most relevance to you
all.
• Discuss and create an Action Plan that will
allow you to return to your companies, engage
with colleagues who have a stake in social
media and take your personal agenda forward.
• Feedback the challenge and the solution to
the Group.

26. Workshop Considerations
• Bring your experience and internal challenges
to the discussion – but try to keep solutions
general and relevant to all.
• Consider the perspectives and roles of your
colleagues in other departments without a
crisis management remit
• What about external agencies working on
your behalf