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Think Before You Tweet: Crisis Communications in an Era of Got to Have Information

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Public Relations Society of America
Public Relations Society of America

A presentation by PRSA and public relations industry executives on effective managing social media crises.

NegóciosTecnologia
1 de 30
New York, Oct. 26, 2011 Think Before You Tweet Crisis Communications in an Era of Got-to-Have Information
http://adage.com/article/adages/kenneth-cole-tweets-egypt/148643/ How a Social Media Crisis Begins
[object Object],[object Object],[object Object],[object Object],Swift Backlash — What Do You Do?
Case Study #1: The Melting Pot
 
 
Team Member Chatter
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],SM Team Member Chatter
[object Object],[object Object],[object Object],SM Guest Recovery
Crisis: Burn Situation
@wyattXXXX: Resting and getting over this food poisoning... I should have cooked my meat longer last night at the Melting Pot. Crisis: Food Borne Illness
Case Study #2: PRSA
http://adage.com/article/adages/kenneth-cole-tweets-egypt/148643/ Challenge: Managing Crises for PR Industry
http://www.usatoday.com/money/media/2011-05-06-google_n.htm?loc=interstitialskip http://bits.blogs.nytimes.com/2011/05/12/facebook-seeks-to-downplay-campaign-against-google/?ref=technology http://paidcontent.org/article/419-who-bungled-attempt-to-plant-an-anti-google-privacy-story-its-facebook/ Facebook Smear Campaign
http://www.prdaily.com/Main/Articles/PRSA_chairCEO_weighs_in_on_BursonMarsteller_ethics_8232.aspx PRSA Response
Case Study #3: JetBlue Airways
[object Object],[object Object],Crisis Example #1
 
[object Object],Crisis Example #2
[object Object],[object Object],[object Object],Crisis Example #3
[object Object],[object Object],[object Object],[object Object],Get Organized … Fast!
[object Object],[object Object],Using Social Media Effectively
1. Have a team in place 2. Designate monitors and responders 3. Proper procedures 4. Taking action 5. Handling the crisis 6. Post-crisis review Be Prepared For a Twitter Crisi s
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Have a Team in Place
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Designate Monitors and Responders
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Proper Procedures
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Taking Action
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Handling the Crisis
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Post-Crisis Review
Questions? Thank You!

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