Merry Crisis-mas

Breakfast briefing on social media

crisis management

14 December 2012

#crisismas

With discretion please!

The who, what, where and

why of social media crises

Simon Booth-Lucking,

Director of Digital at Claremont

Zoom out for the big picture

Trust

Source: http://www.slideshare.net/EdelmanInsights/2012-edelman-trust-barometer-global-deck

Crowd psychology

#angrymob

Transparency

The digital disgruntalists

The live microphone

The head in the sand

Live your brand, and ensure your employees do -or you can be exposed socially, digitally and offline

The empty chair

http://www.nonprofitmarketingguide.com/blog/2012/02/01/the-accidental-rebranding-of-komen-for-the-cure/

Crisis handler of the year

Runner-up:

Jonty Olliff-

Cooper, A4E

Winner:

O2 customer

service

http://www.wired.co.uk/news/archive/2012-

07/17/o2-outage-social-media-masterclass

Social media crisis

management – lessons

from the front line

John Coventry, Director of

Communications at Change.org

A very modern crisis

• No reliable news cycle

• More crises

• More outlets

• People, not press powered crises

• Media savvy public - react to different things

(Argyll and Bute Vs O2)

• People treat brands as people. Personality is

crucial

A very modern crisis

• no reliable news cycle

• more crises

• more outlets

• people, not press powered crises

• media savvy public - react to different things

(Argyll and Bute Vs O2)

• People treat brands as people. Personality is

crucial

• If you don't get a lot of criticism, even small

criticism hurts

• Twitter IS NOT the real world - don't panic but

do take it seriously

• Try and put yourself in the position of a

consumer/donor/supporter - what do they want

to hear/read?

• Be confident in the moves you make. Tone and

demeanour important.

Specially for NFPs

Kicking crises in the cajones

Embed comms in organisational thinking

First response is crucial

Validators are massively helpful

Respond swiftly, deftly and succinctly

Don't take it personally.

LEARN FROM IT

Merry Crisis-mas

#crisismas

With discretion please!