Social Simulator Presentation at Reputation in Oil, Gas and Mining Conference 13/06/2013

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Communicate Magazine

Business Wirtschaft & Finanzen

Hostile social media:
How would you handle it?
Steph Gray
socialsimulator.com

So what makes a social media crisis?
Image: http://adage.com/article/digitalnext/social-media-screw-ups-
a-big-missteps/146314/

Retail
Oil & Gas
Aviation
Pharma
Defence Financial Services

Source: http://www.guardian.co.uk/uk/interactive/2011/dec/07/london-riots-twitter

Hostile campaigns are evolving, as are the responses
Source: http://arcticready.com/ &
http://www.youtube.com/watch?v=NMUFci_V
4mU

http://www.slideshare.net/EdelmanInsights/global-deck-2013-edelman-trust-barometer-16086761
Social media has given us more access to sources we trust

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 & depth
• Social media is driven by
trust in people, rather than
organisations
• People have the tools to
investigate, speculate and
mobilise

A
B
Just delete the
tweet quickly
Delete, and post
an apology

A
B
Respond to the
forum thread
Leave it

Developing the skills to
handle social media in a
crisis
socialsimulator.com
@socialsimulator
020 3012 1024
hello@socialsimulator.com

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