How to prepare for a social media crisis by Insignia Communications
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Insignia Communications has recently hosted a webinar discussing the new threats of social media and the potential impact they can have on crisis management planning, crisis communication training and crisis handling. View the presentation to learn the latest insights or visit our website to listen to the webinar recording "How to prepare for a social media crisis" http://insigniacomms.com/resource/videos/
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How to prepare for a social media crisis by Insignia Communications
- 1. Jonathan Hemus, November 2012
- 3. News breaks on social media
- 4. News spreads and is amplified through social media
- 5. Most organisations do not have a plan to address this SmartBrief on Social Media, January 25, 2012
- 6. The consequences can be very damaging Nestle make a difficult situation worse by responding aggressively to criticism on its Facebook page
- 7. The consequences can be very damaging NatWest endured a social media backlash when it failed to solve a technical problem OR communicate effectively with its customers
- 8. Preparing to protect your reputation in an online world Develop, communicate and embed a social media policy Re-consider your reputational risk assessment Implement online media monitoring Create a crisis communication hub Develop a process, resources and skills to mount an online response Develop an online presence beforehand Identify key online influencers and build relationships
- 9. Develop, communicate and embed a social media policy
- 10. Develop, communicate and embed a social media policy http://socialmediagovernance.com/policies.php#axzz1l9M4oKLf
- 11. Re-consider your reputational risk assessment 5 4 3 2 1 2 3 4 5 LIKELIHOOD OF RISK
- 12. Re-consider your reputational risk assessment
- 13. Re-consider your reputational risk assessment
- 14. Re-consider your reputational risk assessment
- 15. Re-consider your reputational risk assessment
- 16. Re-consider your reputational risk assessment
- 17. Implement online media monitoring
- 18. Implement online media monitoring
- 19. Create an online crisis communication hub
- 20. Develop a process, resources and skills to mount an online response
- 21. US Airways Hudson River Crash
- 22. Be prepared!
- 23. Be prepared!
- 24. Be prepared!
- 25. Develop processes and resources to mount an online response
- 26. Develop processes and resources to mount an online response
- 27. Develop processes and resources to mount an online response
- 28. Develop skills to mount an online response – social media exercises
- 29. Social media exercises A crisis begins to emerge via social media e.g. a video is posted showing product tampering
- 30. Social media exercises Delegates see the situation escalating via online channels
- 31. Social media exercises The story spreads to online media and blogs
- 33. Develop an online presence beforehand
- 34. Identify key online influencers and build relationships
- 40. Engage online and other third party influencers
- 41. Preparing to protect your reputation in an online world • Develop, communicate & embed a social media policy • Re-consider your reputational risk assessment • Implement online media monitoring • Create a crisis communication hub • Develop a process, resources and skills to mount an online response • Develop an online presence beforehand • Identify key online influencers and build relationships
- 42. Contact Details Jonathan Hemus, Insignia Communications Website: www.insigniacomms.com Email: jonathanhemus@insigniacomms.com Twitter: @jhemusinsignia Phone: +44 (0)786 832 9102 Download our white paper on social media crisis here: http://insigniacomms.com/resource/
- 43. Jonathan Hemus, November, 2012