how social media has changed crisis communications
Post on 21-Oct-2014
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Slideshare of a speech I gave at a Social Media Summit in Guildford about the impact of social media on crisis communications, and how to use social media in crisis communicationsTRANSCRIPT
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Crisis Communications using
Social Media
Ann WrightRough House Media
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What counts as a crisis?
Bad weather
Angry employee Staff sickness
Mistakes
They can happen to anyone …
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o Free o Open accesso Publico Instantaneouso Impossible to control
Has social media changed the game?
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How has it changed the game?
o Most journalists on Twitter
o Citizen journalistso News often breaks first on Twitter
o Journalists monitor social media
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A ticking time-bomb?
o Bad news can go viral
o Forum for complaints
o Can’t control what is posted
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Online bomb disposal?
o Under your control
o Vital communications channel
o Conveys information widely
o Immediate
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How do you prepare?
o Crisis comms strategy
o Social media policy
o Accounts activated
o Staff sign-upo Policy should forbid leaks
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Defusing a bomb (negative comments)
Respond promptly, but not in anger
Don’t delete
Be constructive Don’t be abusive or offensive
Take the discussion off-line if necessary Know when
to duck out
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Defusing a bomb (a major crisis)
Monitor & respond
Give regular updates
Stay constructive & factual
Be accurate & approved
Quash speculation
Co-ordinate website & social media
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Media Training Crisis Management
Video & podcast
production
Media & social media
consultancy
Our services
The training packages were excellent - thorough, carefully researched, tailored to individuals.
Designed to build confidence and enhance strengths as well as address weakness across a range of interview and media scenarios.
A good investment in premium training delivered by highly experienced professionals.
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o Crisis management strategy
o Crisis communications training
o Ongoing crisis communications packages
Crisis Communications Services
020 8332 6200 [email protected] roughhouse.co.uk twitter.co.uk/roughhouse01
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And finally …