live time: crisis management for online community managers

LIVE TIME: Crisis Management July 16, 2013

Brooke McMillanOnline Community ManagerLIVESTRONG Foundation

WHO WE ARE.WHAT WE DO.

Who We Are. What We Do.

Who We Are. What We Do.

Who We Are. What We Do.

Who We Are. What We Do.

OUR ONLINE COMMUNITIES

Our Online Communities

• YouTube/LIVESTRONGArmy

•Blog.LIVESTRONG.org

•Flickr/LIVESTRONGArmy

•Facebook/LIVESTRONG

•Twitter/LIVESTRONG

•Instagram/LIVESTRONG Foundation

Our Online Communities

Our Online Communities

CRISIS TIMELINE 2012

2012

•October 10: USADA report released

•October 15: Foundation 15th Anniversary Weekend

•October 17: Lance steps down as Chairman

•October 22: Lance stripped of titles

•November 4: Lance resigns from board

•November 14: Foundation official name change final

2013

•October-November

2012

•What is Important to the Community

JANUARY 2013

2013

•January 8: Oprah announces. Foundation learned at same time as the world

•January 14: Lance apologizes to LIVESTRONG Foundation staff. Minutes later Lance tapes interview with Oprah where he confesses

•January 16: Foundation issues statement in advance of Lance’s Oprah Interview

•January 17: Part 1 of Lance’s interview with Oprah(@LIVESTRONG tweets minutes before the show)Foundation sends house file email with shareable graphic

•January 18: Part 2 of Lance’s interview with Oprah

The Foundation had six days to prepare

2013

•Dispelling Rumors

2012

•Letting People Share Their Opinions

2013

•Protecting the Community

2013

•Promoting Our Work In Their Words

2013

•Letting Them Grieve

2013

•Give Them Something to Share

TRANSPARENCY

Transparency

•Arm Your Advocates:

Transparency

•Our Voice Series:

Our Voice Series:

Transparency

•Share The Good News:

Transparency

“DON’T TAKE IT PERSONALLY”

Don’t Take It Personally

•Unless It’s Personal

Don’t Take It Personally

•Unless It’s Personal

THANK YOU