managing reputation on social media
Post on 13-Apr-2017
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@WeCollaborateSA @mylifescape
Standing out by
being outstanding
#SocialByDesign
“We need to stop interrupting what people are interested in and BE what people are interested in” - CCO Craig Dams of JWT worldwide
Cherylann Smith @mylifescape @wecollaboratesa
@WeCollaborateSA @mylifescape
If you’ve got a strong
brand and a small
screw up you can
get through, if you’ve
got a weak brand
and a big screw up,
frankly you might as
well pack it up and
start again.
@WeCollaborateSA @mylifescape
Failure to
respond will
always deepen
the crisis.
@WeCollaborateSA @mylifescape
Invest in your
people and
you’ll
strengthen
your brand
@WeCollaborateSA @mylifescape
#Hello
Social listening
Measure
Response Time vs.
Resolution Time
@WeCollaborateSA @mylifescape
The more you
can measure the
more
accountable you
become.
ROI?
What is the I?
@WeCollaborateSA @mylifescape
Stand out rather
than shout out!
Measure sentiment
@WeCollaborateSA @mylifescape
We live in a
transparent
world where
nothing is
sacred
and little
is secret.
@WeCollaborateSA @mylifescape
#lol
Your
customers
will tell
you what
you don’t
want to
hear, but
it’s
probably
the truth
@WeCollaborateSA @mylifescape
Don’t re-post
anything you
haven’t read ofr
checked
@WeCollaborateSA @mylifescape
Check
yourself
before you
wreck
yourself
@WeCollaborateSA @mylifescape
Do you
see what I
see?
@WeCollaborateSA @mylifescape
Security and
governance
@WeCollaborateSA @mylifescape
Think before you
share or else you
can tweet yourself
into unemployment
@WeCollaborateSA @mylifescape
Fail to remain
sane
@WeCollaborateSA @mylifescape
Human error
Oops!
@WeCollaborateSA @mylifescape
Remain fit to
face a crisis.
The first SA Woolworths store opened in The Old Royal Hotel in Cape Town in October 1931
@WeCollaborateSA @mylifescape
An
opportunity
for the bold
and
courageous.
And
authentic.
@WeCollaborateSA @mylifescape
Social media
is SOCIAL
in real time,
so be REAL.
@WeCollaborateSA @mylifescape
The war room
1. Be transparent
2. Be brave
3. Be swift
@WeCollaborateSA @mylifescape
Measure brand
love and
identify
influencers.
@WeCollaborateSA @mylifescape
From a consumer
point of view, what
makes your brand
loveable is what
brings it closer to
innovation on a
brand
comprehension
perspective.
@WeCollaborateSA @mylifescape
Authentic values lead the brand sentiment
@WeCollaborateSA @mylifescape
Measure
content,
engagement
and reach.
@WeCollaborateSA @mylifescape
billion
#August2015
@WeCollaborateSA @mylifescape
When your
brand is not
affected by the
crisis in the world
don’t engage or
jump on an
‘opportunity’
Pause any
scheduled
content during a
global crisis.
@WeCollaborateSA @mylifescape
#Tools to
manage the
chaos and
building
effective
sentiment
reports and
escalation
plans.
@WeCollaborateSA @mylifescape
LET’S DICSUSS
Managing Crisis #SocialByDesign
@WeCollaborateSA @mylifescape
HOW DO YOU HELP CLIENTS PLAN FOR CRISIS ON SOCIAL MEDIA?
@WeCollaborateSA @mylifescape
WHAT IS THE KEY TO CRISIS MANAGEMENT SUCCESS ON SOCIAL MEDIA?
@WeCollaborateSA @mylifescape
WITH DIFFERENT SOCIAL MEDIA NETWORKS, HOW DO YOU MANAGE REPURATION OFFLINE
& ACROSS THE CHANNELS?
@WeCollaborateSA @mylifescape
ARE WE ASKING FOR TOO MUCH TO INTEGRATE CRISIS COMMS?
@WeCollaborateSA @mylifescape
SHOULD BRANDS HAVE COMMENTS WHEN THERE IS A GLOBAL CRISIS?
@WeCollaborateSA @mylifescape
THANK YOU
CHERYLANN SMITH
Digital Specialist & Consultant
www.slideshare.net/cherylannsmith cherylann@nandos.com
cherylann@wecollaborate.co.za @mylifescape
@WeCollaborateSA @mylifescape
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