SlideShare a Scribd company logo
1 of 36
Download to read offline
CRISIS COMMUNICATIONS AND
REPUTATION MANAGEMENT
IN THE DIGITAL AGE
Stock Value Plummets 90%
Trading Halted at 11:10 AM
Stock Closes Down
10% For The Day
1. Accidental
2. Deliberate but
uncoordinated
3. Organized
campaigns
CONSUMERS TRUST SOCIAL
50%
Half of all online users gather news from within
their social networks
37% More than a third of internet users contribute to
creating news.
Source: 2010 Pew State of the News Media Annual Report on American Journalism
75% Three quarters of online users receive news
forwarded via email or social networking posts
Consumers are seeking, and sharing brand information online like
never before
CONNECTING IN THE AGE OF SOCIAL
PUBLIC RELATIONS
“TRUST ME,
HE’S A GREAT LOVER”
“I’M A GREAT LOVER.
I’M A GREAT LOVER.
I’M A GREAT LOVER.”
ADVERTISING
CONNECTING IN THE AGE OF SOCIAL
* Source: http://www.slideshare.net/LumensionSecurity/the-greatest-question-since-the-meaning-of-life-what-is-the-roi-of-social-media
CONNECTING IN THE AGE OF SOCIAL
WHY DOES SOCIAL MEDIA MATTER?
• Top 8 reasons
social media presents real
challenges and clear opportunities for
clients, businesses and organizations today.
WHY DOES SOCIAL MEDIA MATTER?
REASON 1
• 2/3rds of the global Internet
population visits social networks
WHY DOES SOCIAL MEDIA MATTER?
REASON 2
• There are now 133 million active
blogs online. 50% of professional
bloggers are parents.
WHY DOES SOCIAL MEDIA MATTER?
BLOGOSPHERE CRISIS CASE STUDY:
SIX FLAGS BANKRUPTCY
WHY DOES SOCIAL MEDIA MATTER?
REASON 3
• Twitter now has 180 million
registered users. 300,000 join
every day, sending 85 million
tweets every 24 hours.
WHY DOES SOCIAL MEDIA MATTER?
REASON 4
• YouTube users watch 2 billion
videos everyday. 24 hours of new
video is uploaded every minute of
every day by the site’s 250 million
monthly visitors.
ONLINE VIDEO CRISIS CASE STUDY:
LIFELOCK
WHY DOES SOCIAL MEDIA MATTER?
REASON 5
• If Facebook were a country,
it would be the 3rd most
populated in the world.
WHY DOES SOCIAL MEDIA MATTER?
• Facebook has 520+ million
users, 1.5 million business
pages and 100 million mobile
users
per day
{ Average User
Spends > 55 minutes
on Facebook
WHY DOES SOCIAL MEDIA MATTER?
REASON 6
• Customers today who make buying
decisions online want to continue
their brand interaction in the same
medium.
• Social Customer Service cuts costs,
reduces reputational damage and
increases customer loyalty.
LOGOS CAN’T TALK - CSR CASE STUDY:
COMCAST
WHY DOES SOCIAL MEDIA MATTER?
REASON 7
• Social media provides every individual
and organized issue advocacy group
with a free globally interconnected
multi-media megaphone aimed
directly at your corporate reputation.
OVERWHELMING MAJORITY OF ADVOCACY
GROUPS USE AT LEAST ONE SOCIAL PLATFORM
Thirty-three out of the 34 political advocacy
groups examined use at least one social
media platform, including either a Facebook
page, Twitter account or YouTube channel.
ALMOST ALL GROUPS ARE USING MULTIPLE
PLATFORMS SIMULTANEOUSLY
Ninety-one percent of the political advocacy
groups that use social media use Twitter,
Facebook and YouTube as a means of outreach.
INTEREST GROUPS USE SOCIAL MEDIA TO
ADVOCATE POSITIONS ON LEGISLATION
• All of the political advocacy groups on Facebook and Twitter
use the platforms to share views and news about specific
local, state or federal legislation or regulation.
• Advocacy groups use Twitter more than Facebook to relay
legislative and regulation messages.
GROUPS USE SOCIAL TO ENCOURAGE DIRECT
LOBBYING OF POLITICIANS
• Sixty-one percent of political advocacy groups on Twitter
and 56 percent on Facebook use social media to
encourage stakeholders to lobby politicians.
• Ninety-five percent of direct outreach posts on Twitter and
89 percent on Facebook provided phone numbers,
instructions or easy to fill out forms to contact politicians.
DIALOGUE VERSUS MONOLOGUE
 On Twitter, 73 percent of political advocacy groups
mentioned or directly responded to others.
STAKEHOLDERS ARE SEEKING OUT AND
CONNECTING WITH ADVOCACY GROUPS
• The average number of followers, fans, and subscribers on
Twitter (4,880 followers), Facebook (32,588 fans) and
YouTube (777 subscribers) highlights significant public
interest in connecting with advocacy groups via social.
BOLO2010 Lawrence
ISSUE ADVOCACY CASE STUDY:
GREENPEACE VS NESTLE
50,000+ Followers
500,000+ Fans
1.8 Million+ Views
UNIONS ARE ALREADY ACTIVE
UNION ORGANIZING CASE STUDY:
NATIONAL EDUCATION ASSOCIATION
Creating multiple properties has facilitated broad stakeholder engagement
• Facebook (3 pages)
– National Education Association: 7,205
“likes”, daily content updates
– Speak Up For Education & Kids:
35,827 “likes”, multiple daily updates,
emphasis on motivating members to
force changes in education legislation
– NEA Priority Schools Campaign: 2,483
“likes”, posts directly address
members and start discussions
• Twitter (3 accounts)
– NEA Today: 8,405 followers
– NEA Media: 682 followers
– Priority Schools: 697 followers
WHY DOES SOCIAL MEDIA MATTER?
REASON 8
• Members of Congress, the White
House, U.S. and global regulatory
agencies are actively engaging in
social media.
• About six out of 10 (62%) senators and
representatives have Twitter accounts.
• While there are fewer Republicans in Congress, a
larger percentage of them are using Twitter to
communicate. 72% of Republicans have at least one
Twitter account, compared with 55% of Democrats.
CONGRESSIONAL USE OF TWITTER
DIALOGUE VERSUS MONOLOGUE
• 53% of accounts are re-tweeting content.
• 59% of congressional accounts are using the “@”
function.
WHAT’S COMING NEXT:
THE WHITE HOUSE PLAYBOOK
YOUR LOGO
HERE
BEST PRACTICES:
SOCIAL MEDIA CRISIS MANAGEMENT
1. Prepare - Use your peacetime to build credibility and identify
your potential online brand ambassadors before you need them.
2. Integrate - Coordinate across all teams, both online and off.
3. Benchmarks - Establish clear objectives and don’t try and do
“everything” at once.
4. Avoid Talking Logos - Identify and train your internal and
external social media ambassadors/spokespeople early.
5. Define It – Create the visuals and the narrative during and after
a crisis to define the situation before others define it for you.
6. Fix It – Over communicate actions, stop explaining and begin to
articulate the next steps to fix the problem.
7. Engage - Don’t ignore criticism – answer it and claim at least ½
of the narrative.
8. Don’t Forget Employees - Define best practices for online
employee communications.
9. Don’t Quit!
Dallas Lawrence
Managing Director
Twitter: @dallaslawrence
dallas.lawrence@proofic.com

More Related Content

What's hot

The Social Web's Impact on Politics and Public Policy
The Social Web's Impact on Politics and Public PolicyThe Social Web's Impact on Politics and Public Policy
The Social Web's Impact on Politics and Public PolicyThe Glover Park Group
 
INTRODUCING THE GEN-NARRATORS
INTRODUCING THE GEN-NARRATORSINTRODUCING THE GEN-NARRATORS
INTRODUCING THE GEN-NARRATORSNick Blunden
 
Cynthia Evans Mediaedge Consumer Comm Integration
Cynthia Evans Mediaedge Consumer Comm IntegrationCynthia Evans Mediaedge Consumer Comm Integration
Cynthia Evans Mediaedge Consumer Comm IntegrationDan Austin
 
Big Data & Elections
Big Data & ElectionsBig Data & Elections
Big Data & Electionstsuempa
 
Digital Challenges - Communicating in the Era of the Social Web
Digital Challenges - Communicating in the Era of the Social WebDigital Challenges - Communicating in the Era of the Social Web
Digital Challenges - Communicating in the Era of the Social WebThe Glover Park Group
 
Connecting with Customers Through Social
Connecting with Customers Through SocialConnecting with Customers Through Social
Connecting with Customers Through SocialDon Lafferty
 
Facebook usato da Governi anche per fake news
Facebook usato da Governi anche per fake newsFacebook usato da Governi anche per fake news
Facebook usato da Governi anche per fake newsAndrea Spinosi Picotti
 
Leveraging Social Media Skills
Leveraging Social Media Skills Leveraging Social Media Skills
Leveraging Social Media Skills GovLoop
 
AWB Social Media Efforts
AWB Social Media EffortsAWB Social Media Efforts
AWB Social Media EffortsCurt Mercadante
 
Community Engagement, Arizona Digital Government Summit 2015
Community Engagement, Arizona Digital Government Summit 2015Community Engagement, Arizona Digital Government Summit 2015
Community Engagement, Arizona Digital Government Summit 2015Jennifer Tweedy
 
Pr chapter 13
Pr chapter 13Pr chapter 13
Pr chapter 13devy7
 
Social media for Journalists
Social media for JournalistsSocial media for Journalists
Social media for JournalistsDamian Radcliffe
 
Reinventing Journalism: Trends, Innovations and Unanswered Questions
Reinventing Journalism: Trends, Innovations and Unanswered QuestionsReinventing Journalism: Trends, Innovations and Unanswered Questions
Reinventing Journalism: Trends, Innovations and Unanswered QuestionsDamian Radcliffe
 
Why mobile matters
Why mobile mattersWhy mobile matters
Why mobile mattersAmy Gahran
 
Beyond Communications 7 08 Final
Beyond Communications   7 08 FinalBeyond Communications   7 08 Final
Beyond Communications 7 08 FinalMichael Pranikoff
 
Ir245 networkedjournalism2016
Ir245 networkedjournalism2016Ir245 networkedjournalism2016
Ir245 networkedjournalism2016POLIS LSE
 

What's hot (20)

The Social Web's Impact on Politics and Public Policy
The Social Web's Impact on Politics and Public PolicyThe Social Web's Impact on Politics and Public Policy
The Social Web's Impact on Politics and Public Policy
 
INTRODUCING THE GEN-NARRATORS
INTRODUCING THE GEN-NARRATORSINTRODUCING THE GEN-NARRATORS
INTRODUCING THE GEN-NARRATORS
 
Cynthia Evans Mediaedge Consumer Comm Integration
Cynthia Evans Mediaedge Consumer Comm IntegrationCynthia Evans Mediaedge Consumer Comm Integration
Cynthia Evans Mediaedge Consumer Comm Integration
 
Big Data & Elections
Big Data & ElectionsBig Data & Elections
Big Data & Elections
 
Digital Challenges - Communicating in the Era of the Social Web
Digital Challenges - Communicating in the Era of the Social WebDigital Challenges - Communicating in the Era of the Social Web
Digital Challenges - Communicating in the Era of the Social Web
 
How Media Consumption Has Changed Since 2000
How Media Consumption Has Changed Since 2000How Media Consumption Has Changed Since 2000
How Media Consumption Has Changed Since 2000
 
Connecting with Customers Through Social
Connecting with Customers Through SocialConnecting with Customers Through Social
Connecting with Customers Through Social
 
Facebook usato da Governi anche per fake news
Facebook usato da Governi anche per fake newsFacebook usato da Governi anche per fake news
Facebook usato da Governi anche per fake news
 
Leveraging Social Media Skills
Leveraging Social Media Skills Leveraging Social Media Skills
Leveraging Social Media Skills
 
AWB Social Media Efforts
AWB Social Media EffortsAWB Social Media Efforts
AWB Social Media Efforts
 
Advocacy campaign examples
Advocacy campaign examplesAdvocacy campaign examples
Advocacy campaign examples
 
Community Engagement, Arizona Digital Government Summit 2015
Community Engagement, Arizona Digital Government Summit 2015Community Engagement, Arizona Digital Government Summit 2015
Community Engagement, Arizona Digital Government Summit 2015
 
Pr chapter 13
Pr chapter 13Pr chapter 13
Pr chapter 13
 
Social media for Journalists
Social media for JournalistsSocial media for Journalists
Social media for Journalists
 
Reinventing Journalism: Trends, Innovations and Unanswered Questions
Reinventing Journalism: Trends, Innovations and Unanswered QuestionsReinventing Journalism: Trends, Innovations and Unanswered Questions
Reinventing Journalism: Trends, Innovations and Unanswered Questions
 
Why mobile matters
Why mobile mattersWhy mobile matters
Why mobile matters
 
Modern Media Marketing
Modern Media MarketingModern Media Marketing
Modern Media Marketing
 
Trends in Online Journalism
Trends in Online JournalismTrends in Online Journalism
Trends in Online Journalism
 
Beyond Communications 7 08 Final
Beyond Communications   7 08 FinalBeyond Communications   7 08 Final
Beyond Communications 7 08 Final
 
Ir245 networkedjournalism2016
Ir245 networkedjournalism2016Ir245 networkedjournalism2016
Ir245 networkedjournalism2016
 

Viewers also liked

Indonesia latest digital crisis 2014
Indonesia latest digital crisis 2014Indonesia latest digital crisis 2014
Indonesia latest digital crisis 2014Giant Hermanto
 
Crisis Management in the Digital World
Crisis Management in the Digital WorldCrisis Management in the Digital World
Crisis Management in the Digital WorldEngauge
 
The New Crisis And Issues Communications - An Integrated Approach
The New Crisis And Issues Communications - An Integrated ApproachThe New Crisis And Issues Communications - An Integrated Approach
The New Crisis And Issues Communications - An Integrated ApproachBurson-Marsteller Asia-Pacific
 
Crisis Communications Planning
Crisis Communications PlanningCrisis Communications Planning
Crisis Communications PlanningTippingPointPR
 
8 Steps to Manage a Social Media Crisis
8 Steps to Manage a Social Media Crisis8 Steps to Manage a Social Media Crisis
8 Steps to Manage a Social Media CrisisJay Baer
 

Viewers also liked (8)

Indonesia latest digital crisis 2014
Indonesia latest digital crisis 2014Indonesia latest digital crisis 2014
Indonesia latest digital crisis 2014
 
Key elements of effective crisis communication in our digital era
Key elements of effective crisis communication in our digital eraKey elements of effective crisis communication in our digital era
Key elements of effective crisis communication in our digital era
 
Burson-Marsteller Digital Crisis Communications Study
Burson-Marsteller Digital Crisis Communications StudyBurson-Marsteller Digital Crisis Communications Study
Burson-Marsteller Digital Crisis Communications Study
 
Crisis Management in the Digital World
Crisis Management in the Digital WorldCrisis Management in the Digital World
Crisis Management in the Digital World
 
The New Crisis And Issues Communications - An Integrated Approach
The New Crisis And Issues Communications - An Integrated ApproachThe New Crisis And Issues Communications - An Integrated Approach
The New Crisis And Issues Communications - An Integrated Approach
 
Digital Crisis Communications Plan
Digital Crisis Communications PlanDigital Crisis Communications Plan
Digital Crisis Communications Plan
 
Crisis Communications Planning
Crisis Communications PlanningCrisis Communications Planning
Crisis Communications Planning
 
8 Steps to Manage a Social Media Crisis
8 Steps to Manage a Social Media Crisis8 Steps to Manage a Social Media Crisis
8 Steps to Manage a Social Media Crisis
 

Similar to BOLO2010 Lawrence

Why Social Media
Why Social MediaWhy Social Media
Why Social Media3rdstreet
 
Social Media Survival Guide for Public Safety
Social Media Survival Guide for Public SafetySocial Media Survival Guide for Public Safety
Social Media Survival Guide for Public SafetyBrett Hicks
 
Social Media and Fundraising - Guest Lecture at Point Park University
Social Media and Fundraising - Guest Lecture at Point Park UniversitySocial Media and Fundraising - Guest Lecture at Point Park University
Social Media and Fundraising - Guest Lecture at Point Park UniversityDave Tinker, CFRE
 
2013: social media trends, metrics and benchmarks
2013: social media trends, metrics and benchmarks2013: social media trends, metrics and benchmarks
2013: social media trends, metrics and benchmarksSherrilynne Starkie
 
PR News How-To Conference
PR News How-To ConferencePR News How-To Conference
PR News How-To ConferenceRich Pesce
 
Pharmaceutical Companies Are Not Yet a Meaningful Part of the Conversation
Pharmaceutical Companies Are Not Yet a Meaningful Part of the ConversationPharmaceutical Companies Are Not Yet a Meaningful Part of the Conversation
Pharmaceutical Companies Are Not Yet a Meaningful Part of the ConversationOlivier LAURENT
 
State of social media in 2012, predictions for 2013 and how we must adjust
State of social media in 2012, predictions for 2013 and how we must adjustState of social media in 2012, predictions for 2013 and how we must adjust
State of social media in 2012, predictions for 2013 and how we must adjustSherry Nouraini, PhD
 
Intorduction to social media
Intorduction to social mediaIntorduction to social media
Intorduction to social mediaJody Chandler
 
Forman presentationforsmc (2) 2
Forman presentationforsmc (2) 2Forman presentationforsmc (2) 2
Forman presentationforsmc (2) 2leishalecouvie
 
Fundraising and Social Media - Davethecfre at CLPGH Foundation Center
Fundraising and Social Media - Davethecfre at CLPGH Foundation CenterFundraising and Social Media - Davethecfre at CLPGH Foundation Center
Fundraising and Social Media - Davethecfre at CLPGH Foundation CenterDave Tinker, CFRE
 
Iowa Non-profit Summit: Social media 2012 readiness
Iowa Non-profit Summit: Social media 2012 readinessIowa Non-profit Summit: Social media 2012 readiness
Iowa Non-profit Summit: Social media 2012 readinessNathan Wright
 
Social Media is Business: Law Firm Social Media Networking Presentation
Social Media is Business: Law Firm Social Media Networking PresentationSocial Media is Business: Law Firm Social Media Networking Presentation
Social Media is Business: Law Firm Social Media Networking PresentationKelly Hoey
 
Government use of Social Media
Government use of Social MediaGovernment use of Social Media
Government use of Social MediaOdai M. Marie
 
Beyond LinkedIn: Leveraging Social Media to Build Your Professional Brand
Beyond LinkedIn:  Leveraging Social Media to Build Your Professional BrandBeyond LinkedIn:  Leveraging Social Media to Build Your Professional Brand
Beyond LinkedIn: Leveraging Social Media to Build Your Professional BrandSt. Nick Media Services
 
The Social Media Democracy: How Did Social Media Change the 2012 Election?
The Social Media Democracy: How Did Social Media Change the 2012 Election?The Social Media Democracy: How Did Social Media Change the 2012 Election?
The Social Media Democracy: How Did Social Media Change the 2012 Election?Social Media Today
 
Social Media Education for the One Trillion Dollar Spender
Social Media Education for the One Trillion Dollar SpenderSocial Media Education for the One Trillion Dollar Spender
Social Media Education for the One Trillion Dollar SpenderMarki Lemons Ryhal
 

Similar to BOLO2010 Lawrence (20)

Why Social Media
Why Social MediaWhy Social Media
Why Social Media
 
Social Media Survival Guide for Public Safety
Social Media Survival Guide for Public SafetySocial Media Survival Guide for Public Safety
Social Media Survival Guide for Public Safety
 
Social Media and Fundraising - Guest Lecture at Point Park University
Social Media and Fundraising - Guest Lecture at Point Park UniversitySocial Media and Fundraising - Guest Lecture at Point Park University
Social Media and Fundraising - Guest Lecture at Point Park University
 
2013: social media trends, metrics and benchmarks
2013: social media trends, metrics and benchmarks2013: social media trends, metrics and benchmarks
2013: social media trends, metrics and benchmarks
 
PR News How-To Conference
PR News How-To ConferencePR News How-To Conference
PR News How-To Conference
 
Pharmaceutical Companies Are Not Yet a Meaningful Part of the Conversation
Pharmaceutical Companies Are Not Yet a Meaningful Part of the ConversationPharmaceutical Companies Are Not Yet a Meaningful Part of the Conversation
Pharmaceutical Companies Are Not Yet a Meaningful Part of the Conversation
 
State of social media in 2012, predictions for 2013 and how we must adjust
State of social media in 2012, predictions for 2013 and how we must adjustState of social media in 2012, predictions for 2013 and how we must adjust
State of social media in 2012, predictions for 2013 and how we must adjust
 
Intorduction to social media
Intorduction to social mediaIntorduction to social media
Intorduction to social media
 
Social media and PR
Social media and PRSocial media and PR
Social media and PR
 
Forman presentationforsmc (2) 2
Forman presentationforsmc (2) 2Forman presentationforsmc (2) 2
Forman presentationforsmc (2) 2
 
Technology conference
Technology conferenceTechnology conference
Technology conference
 
BP Final
BP FinalBP Final
BP Final
 
Fundraising and Social Media - Davethecfre at CLPGH Foundation Center
Fundraising and Social Media - Davethecfre at CLPGH Foundation CenterFundraising and Social Media - Davethecfre at CLPGH Foundation Center
Fundraising and Social Media - Davethecfre at CLPGH Foundation Center
 
Iowa Non-profit Summit: Social media 2012 readiness
Iowa Non-profit Summit: Social media 2012 readinessIowa Non-profit Summit: Social media 2012 readiness
Iowa Non-profit Summit: Social media 2012 readiness
 
Social Media is Business: Law Firm Social Media Networking Presentation
Social Media is Business: Law Firm Social Media Networking PresentationSocial Media is Business: Law Firm Social Media Networking Presentation
Social Media is Business: Law Firm Social Media Networking Presentation
 
Government use of Social Media
Government use of Social MediaGovernment use of Social Media
Government use of Social Media
 
Social media
Social mediaSocial media
Social media
 
Beyond LinkedIn: Leveraging Social Media to Build Your Professional Brand
Beyond LinkedIn:  Leveraging Social Media to Build Your Professional BrandBeyond LinkedIn:  Leveraging Social Media to Build Your Professional Brand
Beyond LinkedIn: Leveraging Social Media to Build Your Professional Brand
 
The Social Media Democracy: How Did Social Media Change the 2012 Election?
The Social Media Democracy: How Did Social Media Change the 2012 Election?The Social Media Democracy: How Did Social Media Change the 2012 Election?
The Social Media Democracy: How Did Social Media Change the 2012 Election?
 
Social Media Education for the One Trillion Dollar Spender
Social Media Education for the One Trillion Dollar SpenderSocial Media Education for the One Trillion Dollar Spender
Social Media Education for the One Trillion Dollar Spender
 

More from BOLOlivestream (20)

BOLO2010 Halvorson
BOLO2010 HalvorsonBOLO2010 Halvorson
BOLO2010 Halvorson
 
BOLO2010 Burlingham
BOLO2010 BurlinghamBOLO2010 Burlingham
BOLO2010 Burlingham
 
BOLO2010 Ash
BOLO2010 AshBOLO2010 Ash
BOLO2010 Ash
 
BOLO2020 Koehly
BOLO2020 KoehlyBOLO2020 Koehly
BOLO2020 Koehly
 
BOLO2010 Martin
BOLO2010 MartinBOLO2010 Martin
BOLO2010 Martin
 
BOLO2010 Barber
BOLO2010 BarberBOLO2010 Barber
BOLO2010 Barber
 
BOLO2010 Yeager
BOLO2010 YeagerBOLO2010 Yeager
BOLO2010 Yeager
 
BOLO2010 Wong
BOLO2010 WongBOLO2010 Wong
BOLO2010 Wong
 
BOLO2010 Willey
BOLO2010 WilleyBOLO2010 Willey
BOLO2010 Willey
 
10 19-vega
10 19-vega10 19-vega
10 19-vega
 
BOLO2010 Weaver Smith
BOLO2010 Weaver SmithBOLO2010 Weaver Smith
BOLO2010 Weaver Smith
 
BOLO2010 Portugal
BOLO2010 PortugalBOLO2010 Portugal
BOLO2010 Portugal
 
BOLO2010 Ingalls
BOLO2010 IngallsBOLO2010 Ingalls
BOLO2010 Ingalls
 
BOLO2010 Hughes
BOLO2010 HughesBOLO2010 Hughes
BOLO2010 Hughes
 
BOLO2010 Grantham
BOLO2010 GranthamBOLO2010 Grantham
BOLO2010 Grantham
 
BOLO2010 Gass
BOLO2010 GassBOLO2010 Gass
BOLO2010 Gass
 
BOLO2010 Coburn
BOLO2010 CoburnBOLO2010 Coburn
BOLO2010 Coburn
 
BOLO2010 Baer
BOLO2010 BaerBOLO2010 Baer
BOLO2010 Baer
 
BOLO2010 Samek
BOLO2010 SamekBOLO2010 Samek
BOLO2010 Samek
 
BOLO2010 Sietsema
BOLO2010 SietsemaBOLO2010 Sietsema
BOLO2010 Sietsema
 

Recently uploaded

PDT 88 - 4 million seed - Seed - Protecto.pdf
PDT 88 - 4 million seed - Seed - Protecto.pdfPDT 88 - 4 million seed - Seed - Protecto.pdf
PDT 88 - 4 million seed - Seed - Protecto.pdfHajeJanKamps
 
Anyhr.io | Presentation HR&Recruiting agency
Anyhr.io | Presentation HR&Recruiting agencyAnyhr.io | Presentation HR&Recruiting agency
Anyhr.io | Presentation HR&Recruiting agencyHanna Klim
 
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...IMARC Group
 
Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..dlewis191
 
Lecture_6.pptx English speaking easyb to
Lecture_6.pptx English speaking easyb toLecture_6.pptx English speaking easyb to
Lecture_6.pptx English speaking easyb toumarfarooquejamali32
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access
 
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdfTalent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdfCharles Cotter, PhD
 
Building Your Personal Brand on LinkedIn - Expert Planet- 2024
 Building Your Personal Brand on LinkedIn - Expert Planet-  2024 Building Your Personal Brand on LinkedIn - Expert Planet-  2024
Building Your Personal Brand on LinkedIn - Expert Planet- 2024Stephan Koning
 
Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access
 
NASA CoCEI Scaling Strategy - November 2023
NASA CoCEI Scaling Strategy - November 2023NASA CoCEI Scaling Strategy - November 2023
NASA CoCEI Scaling Strategy - November 2023Steve Rader
 
Project Brief & Information Architecture Report
Project Brief & Information Architecture ReportProject Brief & Information Architecture Report
Project Brief & Information Architecture Reportamberjiles31
 
Developing Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursDeveloping Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursKaiNexus
 
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...TalentView
 
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...Brian Solis
 
Tata Kelola Bisnis perushaan yang bergerak
Tata Kelola Bisnis perushaan yang bergerakTata Kelola Bisnis perushaan yang bergerak
Tata Kelola Bisnis perushaan yang bergerakEditores1
 
Data skills for Agile Teams- Killing story points
Data skills for Agile Teams- Killing story pointsData skills for Agile Teams- Killing story points
Data skills for Agile Teams- Killing story pointsyasinnathani
 
Ethical stalking by Mark Williams. UpliftLive 2024
Ethical stalking by Mark Williams. UpliftLive 2024Ethical stalking by Mark Williams. UpliftLive 2024
Ethical stalking by Mark Williams. UpliftLive 2024Winbusinessin
 
Introduction to The overview of GAAP LO 1-5.pptx
Introduction to The overview of GAAP LO 1-5.pptxIntroduction to The overview of GAAP LO 1-5.pptx
Introduction to The overview of GAAP LO 1-5.pptxJemalSeid25
 

Recently uploaded (20)

PDT 88 - 4 million seed - Seed - Protecto.pdf
PDT 88 - 4 million seed - Seed - Protecto.pdfPDT 88 - 4 million seed - Seed - Protecto.pdf
PDT 88 - 4 million seed - Seed - Protecto.pdf
 
Anyhr.io | Presentation HR&Recruiting agency
Anyhr.io | Presentation HR&Recruiting agencyAnyhr.io | Presentation HR&Recruiting agency
Anyhr.io | Presentation HR&Recruiting agency
 
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
 
Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..
 
Lecture_6.pptx English speaking easyb to
Lecture_6.pptx English speaking easyb toLecture_6.pptx English speaking easyb to
Lecture_6.pptx English speaking easyb to
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024
 
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdfTalent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
 
Building Your Personal Brand on LinkedIn - Expert Planet- 2024
 Building Your Personal Brand on LinkedIn - Expert Planet-  2024 Building Your Personal Brand on LinkedIn - Expert Planet-  2024
Building Your Personal Brand on LinkedIn - Expert Planet- 2024
 
Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024
 
NASA CoCEI Scaling Strategy - November 2023
NASA CoCEI Scaling Strategy - November 2023NASA CoCEI Scaling Strategy - November 2023
NASA CoCEI Scaling Strategy - November 2023
 
Project Brief & Information Architecture Report
Project Brief & Information Architecture ReportProject Brief & Information Architecture Report
Project Brief & Information Architecture Report
 
Developing Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursDeveloping Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, Ours
 
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
TalentView Webinar: Empowering the Modern Workforce_ Redefininig Success from...
 
Investment Opportunity for Thailand's Automotive & EV Industries
Investment Opportunity for Thailand's Automotive & EV IndustriesInvestment Opportunity for Thailand's Automotive & EV Industries
Investment Opportunity for Thailand's Automotive & EV Industries
 
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
 
Tata Kelola Bisnis perushaan yang bergerak
Tata Kelola Bisnis perushaan yang bergerakTata Kelola Bisnis perushaan yang bergerak
Tata Kelola Bisnis perushaan yang bergerak
 
Data skills for Agile Teams- Killing story points
Data skills for Agile Teams- Killing story pointsData skills for Agile Teams- Killing story points
Data skills for Agile Teams- Killing story points
 
Ethical stalking by Mark Williams. UpliftLive 2024
Ethical stalking by Mark Williams. UpliftLive 2024Ethical stalking by Mark Williams. UpliftLive 2024
Ethical stalking by Mark Williams. UpliftLive 2024
 
WAM Corporate Presentation Mar 25 2024.pdf
WAM Corporate Presentation Mar 25 2024.pdfWAM Corporate Presentation Mar 25 2024.pdf
WAM Corporate Presentation Mar 25 2024.pdf
 
Introduction to The overview of GAAP LO 1-5.pptx
Introduction to The overview of GAAP LO 1-5.pptxIntroduction to The overview of GAAP LO 1-5.pptx
Introduction to The overview of GAAP LO 1-5.pptx
 

BOLO2010 Lawrence

  • 1. CRISIS COMMUNICATIONS AND REPUTATION MANAGEMENT IN THE DIGITAL AGE
  • 2. Stock Value Plummets 90% Trading Halted at 11:10 AM Stock Closes Down 10% For The Day
  • 3. 1. Accidental 2. Deliberate but uncoordinated 3. Organized campaigns
  • 4. CONSUMERS TRUST SOCIAL 50% Half of all online users gather news from within their social networks 37% More than a third of internet users contribute to creating news. Source: 2010 Pew State of the News Media Annual Report on American Journalism 75% Three quarters of online users receive news forwarded via email or social networking posts Consumers are seeking, and sharing brand information online like never before
  • 5. CONNECTING IN THE AGE OF SOCIAL PUBLIC RELATIONS “TRUST ME, HE’S A GREAT LOVER”
  • 6. “I’M A GREAT LOVER. I’M A GREAT LOVER. I’M A GREAT LOVER.” ADVERTISING CONNECTING IN THE AGE OF SOCIAL
  • 8. WHY DOES SOCIAL MEDIA MATTER? • Top 8 reasons social media presents real challenges and clear opportunities for clients, businesses and organizations today.
  • 9. WHY DOES SOCIAL MEDIA MATTER? REASON 1 • 2/3rds of the global Internet population visits social networks
  • 10. WHY DOES SOCIAL MEDIA MATTER? REASON 2 • There are now 133 million active blogs online. 50% of professional bloggers are parents.
  • 11. WHY DOES SOCIAL MEDIA MATTER?
  • 12. BLOGOSPHERE CRISIS CASE STUDY: SIX FLAGS BANKRUPTCY
  • 13. WHY DOES SOCIAL MEDIA MATTER? REASON 3 • Twitter now has 180 million registered users. 300,000 join every day, sending 85 million tweets every 24 hours.
  • 14. WHY DOES SOCIAL MEDIA MATTER? REASON 4 • YouTube users watch 2 billion videos everyday. 24 hours of new video is uploaded every minute of every day by the site’s 250 million monthly visitors.
  • 15. ONLINE VIDEO CRISIS CASE STUDY: LIFELOCK
  • 16. WHY DOES SOCIAL MEDIA MATTER? REASON 5 • If Facebook were a country, it would be the 3rd most populated in the world.
  • 17. WHY DOES SOCIAL MEDIA MATTER? • Facebook has 520+ million users, 1.5 million business pages and 100 million mobile users per day { Average User Spends > 55 minutes on Facebook
  • 18. WHY DOES SOCIAL MEDIA MATTER? REASON 6 • Customers today who make buying decisions online want to continue their brand interaction in the same medium. • Social Customer Service cuts costs, reduces reputational damage and increases customer loyalty.
  • 19. LOGOS CAN’T TALK - CSR CASE STUDY: COMCAST
  • 20. WHY DOES SOCIAL MEDIA MATTER? REASON 7 • Social media provides every individual and organized issue advocacy group with a free globally interconnected multi-media megaphone aimed directly at your corporate reputation.
  • 21. OVERWHELMING MAJORITY OF ADVOCACY GROUPS USE AT LEAST ONE SOCIAL PLATFORM Thirty-three out of the 34 political advocacy groups examined use at least one social media platform, including either a Facebook page, Twitter account or YouTube channel.
  • 22. ALMOST ALL GROUPS ARE USING MULTIPLE PLATFORMS SIMULTANEOUSLY Ninety-one percent of the political advocacy groups that use social media use Twitter, Facebook and YouTube as a means of outreach.
  • 23. INTEREST GROUPS USE SOCIAL MEDIA TO ADVOCATE POSITIONS ON LEGISLATION • All of the political advocacy groups on Facebook and Twitter use the platforms to share views and news about specific local, state or federal legislation or regulation. • Advocacy groups use Twitter more than Facebook to relay legislative and regulation messages.
  • 24. GROUPS USE SOCIAL TO ENCOURAGE DIRECT LOBBYING OF POLITICIANS • Sixty-one percent of political advocacy groups on Twitter and 56 percent on Facebook use social media to encourage stakeholders to lobby politicians. • Ninety-five percent of direct outreach posts on Twitter and 89 percent on Facebook provided phone numbers, instructions or easy to fill out forms to contact politicians.
  • 25. DIALOGUE VERSUS MONOLOGUE  On Twitter, 73 percent of political advocacy groups mentioned or directly responded to others.
  • 26. STAKEHOLDERS ARE SEEKING OUT AND CONNECTING WITH ADVOCACY GROUPS • The average number of followers, fans, and subscribers on Twitter (4,880 followers), Facebook (32,588 fans) and YouTube (777 subscribers) highlights significant public interest in connecting with advocacy groups via social.
  • 28. ISSUE ADVOCACY CASE STUDY: GREENPEACE VS NESTLE 50,000+ Followers 500,000+ Fans 1.8 Million+ Views
  • 30. UNION ORGANIZING CASE STUDY: NATIONAL EDUCATION ASSOCIATION Creating multiple properties has facilitated broad stakeholder engagement • Facebook (3 pages) – National Education Association: 7,205 “likes”, daily content updates – Speak Up For Education & Kids: 35,827 “likes”, multiple daily updates, emphasis on motivating members to force changes in education legislation – NEA Priority Schools Campaign: 2,483 “likes”, posts directly address members and start discussions • Twitter (3 accounts) – NEA Today: 8,405 followers – NEA Media: 682 followers – Priority Schools: 697 followers
  • 31. WHY DOES SOCIAL MEDIA MATTER? REASON 8 • Members of Congress, the White House, U.S. and global regulatory agencies are actively engaging in social media.
  • 32. • About six out of 10 (62%) senators and representatives have Twitter accounts. • While there are fewer Republicans in Congress, a larger percentage of them are using Twitter to communicate. 72% of Republicans have at least one Twitter account, compared with 55% of Democrats. CONGRESSIONAL USE OF TWITTER
  • 33. DIALOGUE VERSUS MONOLOGUE • 53% of accounts are re-tweeting content. • 59% of congressional accounts are using the “@” function.
  • 34. WHAT’S COMING NEXT: THE WHITE HOUSE PLAYBOOK YOUR LOGO HERE
  • 35. BEST PRACTICES: SOCIAL MEDIA CRISIS MANAGEMENT 1. Prepare - Use your peacetime to build credibility and identify your potential online brand ambassadors before you need them. 2. Integrate - Coordinate across all teams, both online and off. 3. Benchmarks - Establish clear objectives and don’t try and do “everything” at once. 4. Avoid Talking Logos - Identify and train your internal and external social media ambassadors/spokespeople early. 5. Define It – Create the visuals and the narrative during and after a crisis to define the situation before others define it for you. 6. Fix It – Over communicate actions, stop explaining and begin to articulate the next steps to fix the problem. 7. Engage - Don’t ignore criticism – answer it and claim at least ½ of the narrative. 8. Don’t Forget Employees - Define best practices for online employee communications. 9. Don’t Quit!
  • 36. Dallas Lawrence Managing Director Twitter: @dallaslawrence dallas.lawrence@proofic.com