Value Proposition canvas- Customer needs and pains
Crisis management
1. Crisis management
and the role of social media
NATAŠA MIĆEVIĆ
500391/2010
2. CRISIS MANAGEMENT
• Prior to the event
A process Pre-crisis
Warning
• Indications
Making decisions
• Significant impacts
Crisis point
The aim
• The worst is over
Recovery
Crisis vs. Risk
• Repairing the
Post-crisis organization
5 stages:
4. SOCIAL MEDIA IS A WAY OF THINKING…AND
MARKETING
More than 1 billion
users An interaction
500 million users Sharing, posting, comm
enting…..
1 billion users
The #1 activity on the
200 million users Web
50 million users
5. THE IMPORTANCE OF SOCIAL MEDIA IN CRISIS
MANAGEMENT
Spending time….
Impossible to ignore
Sharing feelings
“Listen”
Good news travel fast, BUT…
6. SOCIAL MEDIA + CRISIS MANAGEMENT?
1. Keep everything under control
2. Time lost is never found again
3. No more secrets
4. Do not pretend that you’re right if you’re wrong
5. Don’t raise your voice
6. Train your army
7. Search engines
8. Different languages for different platforms
9. Better to be safe than sorry
10. Keep calm and social media
“The only thing worse than being talked about is not being talked about.”
Oscar Wilde
7. EXAMPLE NO. 1 - CHRYSLER
Chrysler + NMS (SMM company) = “The F word” ->
employee fired, NMS lost the contract
