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Carolyn KopprashChief Happiness Officer, Buffer

@CaroKopp #userconf

H.A.C.K.E.D Handling a crisis with knowledge, efficiency,

and dialogue

Carolyn Kopprasch Buffer

@CaroKopp

@CaroKopp #userconf

@CaroKopp #userconf

@CaroKopp #userconf

@CaroKopp #userconf

@CaroKopp #userconf

@CaroKopp #userconf

@CaroKopp #userconf

@CaroKopp #userconf

1: Make sure customers look to you for the latest.

!

(Instead of assuming the worst)

@CaroKopp #userconf

@CaroKopp #userconf

@CaroKopp #userconf

2: Tell the whole story (with dated updates)

at one URL that doesn’t change.

@CaroKopp #userconf

@CaroKopp #userconf

@CaroKopp #userconf

3: Email everyone, even if they have not opted in to receive your newsletters.

@CaroKopp #userconf

@CaroKopp #userconf

–Ben Horowitz (@bhorowitz)

“When I was a ceo, I slept like a baby.

I woke up every two hours and cried.”

@CaroKopp #userconf

@CaroKopp #userconf

@CaroKopp #userconf

@CaroKopp #userconf

4: Have the whole team get familiar with

support tools, processes, and voice.

@CaroKopp #userconf

@CaroKopp #userconf

@CaroKopp #userconf

5: During a crisis, extend your Twitter search criteria.

@CaroKopp #userconf

@CaroKopp #userconf

6: Have your whole team turn on

2-factor authentication for GitHub.

@CaroKopp #userconf

@CaroKopp #userconf

@CaroKopp #userconf

@CaroKopp #userconf

@CaroKopp #userconf

So, ahead of time:• Set up a central communication hub

• Invite everyone in the company to get familiar with support tools.

• Make sure you have a system to get in touch with all of your customers, not just the ones on your newsletter list.

• Set up 2 factor authentication on GitHub and check your recent sessions for suspicious activity.

@CaroKopp #userconf

During:

• Use one URL as a “communication hub” for the crisis with dated and timed updates

• Extend your Twitter search criteria to include relevant words

• Share everything.

@CaroKopp #userconf

H.A.C.K.E.D Handling a crisis with knowledge, efficiency,

and dialogue

Carolyn Kopprasch Buffer

@CaroKopp