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 social media crisis management

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 ALL MEDIA 

IS SOCIAL

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magnificationspeed

small can be big

length in public domain

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NEW WORLD

PR

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this case studyisn’t about tfl

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man#1 gets

off train

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man#2 gets

arm stuckin door

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train guard shouts at man#2

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man#1 pulls out camera

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“you stupid little girl”

“you jumped up little git”

“this train goes nowhere untillittle man here gets off”

“sling him under the train”

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man#1 blogs & tweets it

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everyone got involved…not just online

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commentators

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tweeters

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‘celebrities’

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even this guy

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the bloggers blogged

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viewers

viewed

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the

newspicked

it up

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the search

enginespushed it up

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the graphicdesigners

had afield day

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overview of activity

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why did TFL not doanything?

…and why do so many

others fail also?

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busy doing

business as usual

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stuck in theheadlights

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x

x

perceived

actual

lots ofrisk

not somuch

risk

low urgency high urgency

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it must be one of those…

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…or so many disasters would

not be created or magnified intoday’s media

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this stuff 

can’t beleft tochance

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1. understanding

the impactof social mediaand crisis

diffuse  social media crisis management 

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2. assessment of

suitability,vulnerability andissue detection

1. understandingthe impact

of social mediaand crisis

diffuse  social media crisis management 

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2. assessment ofsuitability,

vulnerability andissue detection

1. understandingthe impact

of social mediaand crisis

3. scenarioplanning and

crisis strategycreation

diffuse  social media crisis management 

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2. assessment ofsuitability,

vulnerability andissue detection

1. understandingthe impact

of social mediaand crisis

3. scenarioplanning and

crisis strategycreation

4. crisis protocoland tools,

platforms andchannel choice

diffuse  social media crisis management 

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2. assessment ofsuitability,

vulnerability andissue detection

1. understandingthe impact

of social mediaand crisis

3. scenarioplanning and

crisis strategycreation

4. crisis protocoland tools,

platforms andchannel choice

5. resourcingassessed and

requirementsfulfilled

diffuse  social media crisis management 

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2. assessment ofsuitability,

vulnerability andissue detection

1. understandingthe impact

of social mediaand crisis

3. scenarioplanning and

crisis strategycreation

4. crisis protocoland tools,

platforms andchannel choice

5. resourcingassessed and

requirementsfulfilled

6. commsintegration,

managementand execution

diffuse  social media crisis management 

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it’s only the beginning

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massesofactivity

quite abit of

activity

present future

today

?

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when the winds of change areblowing, some people build

shelters, and others buildwindmills

chinese proverb

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liri andersson

me@liriandersson.com

liriandersson.com

linkedin.com/in/liriandersson

 jonathan macdonald

me@jonathanmacdonald.com

 jonathanmacdonald.com

linkedin.com/in/jonathanmacdonald

thank you