Two main points are evaluated in the presentation with inclusion of a process and framework: >> Context: Speed-Conversations-Tools-Transparency >> Framework: Prep-Maintain-Action

1. Social Media / Crisis Management
Context: Speed-Conversations-Tools-Transparency
Framework: Prep-Maintain-Action
Services & Rates
iGo2 Group Pty Ltd – Providing you smart integrated responsible social business solutions

2. Social Media Crises are on the
Rise
Source
:
Al+meter
Consul+ng
:
How
Social
Businesses
Prepare

3. Social Media Crises
• Social Media Crises arise from a
number of different social channels
• Crises occur in every major
industry from manufacturing to
Retail to Celebrity
Source
:
Al+meter
Consul+ng
:
How
Social
Businesses
Prepare

4. Why Social Media Crises Occur
• More than one cause may apply
• A Crisis may be 3 levels:
• Negative publicity
• Negative publicity + forced
changes
• Direct financial impact

5. Anatomy of a Social Media Crisis
Could they be averted? Reasons for internal Failure

6. Context: Speed
Ø Social channels enable information to travel
exceptionally FAST
Ø Hence the need for monitoring, efficient mobilisation, and
an experienced team

7. Context: Conversations
Ø The SOCIAL web is not only for broadcasting
Ø Engaging in conversations will help build trust and reach
that can later be leveraged to manage crisis

8. Context: Tools
Ø Everybody has access to the same tools (including those
creating miss-information and exposing you)
Ø Taking into account, and/or leveraging the right tools is
key

9. Context: Transparency
Ø Today’s public value and expect Transparency
Ø The Public are extremely well informed and ready to
expose and harm liars

10. How to Prepare
* Altimeter define the
social business
hierarchy as a model
of preparation to both
avoid as well as deal
with social media
crises

11. Framework : Preparation
Ø 1 : Preparation (foundation
– Team for crisis (complete, trained and experienced)
– Channels (established, linked, with process to adapt content)
– SEO (make sure our website and other channels are first)
– Influencers (identify them, create and maintain relationship)
– Employees (ensuring communications with all staff is ready)
– Monitoring (monitoring brand and other keywords globally)
– Strategy (define social media strategy for crisis)
– Policies are in place and understood
– Run simulations

12. Framework : Maintain
Ø 2: Maintain
– Team stays on top of processes and tools
– All social channels live, including internal (employees)
– Keep influencers relationships active..
– .. & identify/engage new ones
– Run & refine monitoring constantly – always on.
– Comms to always create “channels ready” content
– Review and maintain SEO
– Refine strategy with experience and new learnings
– Basically maintain and pursue everything done in phase 1

13. Framework : Action
Ø 3: Action
– Fully mobilize crisis management team
– Execute crisis management strategy
– Use all channels
– Be quick and authentic
– Leverage influencers
– Intensify and adapt monitoring
– Like in phases 1 & 2, iGo2 consultants provide support and
advice, and can mobilize more ad-hoc resources

14. Services & Rates
Ø Retainer
– Monthly cost: $2000-$8000
• Depending on SLA
– Response time
– Technologies
– Dedicated/shared
– Team size
Ø Services / all phases
– Daily rates
• Consultants: $1500
• Certified Strategist: $2500

15. Thank
you
!
Ø www.igo2group.com
Ø contact@igo2group.com
iGo2 Group Pty Ltd – Providing you smart integrated responsible social business solutions