minefield of social - national conference of state ...€¦ · minefield of social media social...
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Minefield of social
mediaSocial media crisis management
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Your social media plan
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Until someone comments ...
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Now what?
RID
Respond
Ignore
Delete
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Respond
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Respond● Genuine question?
● Can you give a short response?
● Is it an important issue?
● Is the person just trolling? ...
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Ignore
Internet trolls!
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Ignore
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Ignore
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Ignore● Are they insulting you?
● Are they using “fighting words”?
● Do they want an honest answer?
● Are most of their posts/tweets similar in nature?
● Is the person threatening your safety? ...
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Delete
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Delete
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Delete● Is this a personal attack?
● Does the poster use profanity or vulgarity?
● Is the person using generalized statements?
○ Sexism
○ Racism
○ Homophobia
● Is the person threatening you?
● Is the person accusing you of corruption?
http://www.governing.com/gov-institute/voices/col-elected-officials-dealing-with-nasty-social-media.html
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Case Study!Would you respond, ignore or
delete this Facebook comment?
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Case Study!Would you respond, ignore or block this tweet (or user)?
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What if my post goes viral?
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What if my post goes viral?● Take responsibility
● Explain the situation
● Respond on the same medium
● Use hashtags to go viral again
● Invite others to advocate
● Respond geographically
● Have a crisis communications plan in place!
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Case Study
One of your senator’s interns posts a YouTube video where
she goes on a rant about how boring her job is, and how she
thinks the senator has a crush on her.
The video goes viral within a matter of minutes with people
demanding the senator confess his affair.
What do you do?
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SummaryBe aware
Know when to RID
Have a social media crisis plan in place
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Questions?