social simulator, presentation by steph gray at social media in a corporate context 2012
DESCRIPTION
How would YOU handle social media in a crisis? Enough of the theory - with the Social Simulation, delegates will roll up their sleeves, and put into practice the language, tools and norms of the social web for social media PR and crisis response.TRANSCRIPT
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Yes, but how would you do it?
Steph Graysocialsimulator.com
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Bad news travels faster
The staff error
The misjudged humour
The accidentThe customer
protest
The angry comment
The environmental campaign
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So what makes a social media crisis?
IndividualCorporate External
Image: http://adage.com/article/digitalnext/social-media-screw-ups-a-big-missteps/146314/
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RetailOil & Gas
Aviation
Pharma
Defence
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What’s different, what’s the same?
Same Different
• Ownership - clear roles and responsibilities still key
• Mainstream media has a vital role
• People want clear, straightforward information
• Speed
• Social media is driven by trust in people, rather than organisations
• People have the tools to investigate, speculate and mobilise
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Source: http://www.guardian.co.uk/uk/interactive/2011/dec/07/london-riots-twitter
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So how would you do it?
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A
B
Just delete the tweet quickly
Delete, and post an apology
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A
B
Respond to the forum thread
Leave it
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A
B
Make the film
Don’t make it
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A
B
Block the user, report to Facebook for brand violations
Comment on the page
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Driving a social media crisis without really trying
Be fake
Try to cover up
Stay silent Focus on short term
brand
Treat as isolated case
Dismiss chatter
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And some smart ways to deal with it
Be monitoring
Acknowledge &
empathise
Engage as human
beingsOpen up
Be consistent
Focus on essentials
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Developing the skills to handle social media in a crisissocialsimulator.com
@socialsimulator
020 3012 1024
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