What is the worst that could happen...and how can you respond to it? A quick overview of crisis management in social media. Shows best practices, examples and tips for preparing and responding to the worst. Of course, these slides are meant to coincide with my presentation. Interested in hearing the entire thing? Contact me!

1. Social With Impact
(Crisis Management in Social Media)
Kat Hasenauer Cornetta
North by North Shore, June 18, 2013
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2. Types of Crises: Internal
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3. Types of Crises: External
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4. Preparation
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5. Preparation
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6. Preparation
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7. Preparation
List internal and external crises.
Think about how each may impact your business, and what type
of information you would need to convey to stakeholders if that
crises were to happen.
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8. Prepare your front line
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9. Define social guidelines
Create a social media policy for offices, departments and
employees, no matter how simple.
Decide what content - or lack of content - could help cover you
later.
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10. Look critically at content
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11. Establish trust early
Make sure your overall social strategy helps establish your trust.
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12. Scheduling posts
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13. Staffing
Define a social spokesperson.
Find a social editor, even if you’re a one person
shop.
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14. Crisis Response
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15. Determinations
Acknowledge the crisis.
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16. Decide what you will share.
Especially if some legal ramifications exists regarding going
into detail.
Define your chosen news source.
In an external crisis, you may want to stick with one source
that you trust if you are retweeting or sharing public safety
information.
Determinations
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17. Where should you reference?
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18. Be committed
We now live in a world where a significant amount of our
population will be looking to social media for crucial updates.
Stay committed to updating social, as well as any other web
properties that you may be linking to.
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19. Be appropriate
Scribble and throw if you need.
Emotions run high - acknowledge close to the
level that the initial reply is at.
Realize what is important and what isn’t.
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20. Pass the baton
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21. Be appropriate
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22. Be appropriate
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23. Be appropriate
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24. Reflect and process
Sometimes silence is appropriate.
Signal your audience to reflect if you need to.
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25. Difficult, but worth it
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26. For more
Additional material as well as a PDF of the
worksheet available at: http://bit.ly/
SMCrisisKat
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