No Time to Waste: Implementing a Crisis Communication Social Media Plan – Katie Domas & Laurel Hess
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In today's fast-paced society, we are constantly bombarded with duties that must be fulfilled in our professional and professional lives before it is too late. Unfortunately, while operating at warp speed, a simple misunderstanding, delayed delivery, unassuming encounter, misstep or catastrophic event can wreak havoc for you, your organization, your business or your product(s) – especially on social media. Since social media reaches the masses, instantaneous, how do you handle a crisis when public opinion spreads like wildfire, often, void of facts? In a New-York minute, you find yourself or your organization in a crisis; you are under attack! There is no time to waste in order to recover.
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No Time to Waste: Implementing a Crisis Communication Social Media Plan – Katie Domas & Laurel Hess
- 2. No Time to Waste: Implementing a Crisis Communication Social Media Plan
- 3. ABOUT US
- 5. Back to Basics The “What If” Game
- 6. Back to Basics Don’t be the last to know
- 7. Back to Basics Get everyone on the same page
- 8. Back to Basics Have a response plan
- 10. Response Plan • Get your stakeholders in a room • Have a somewhat canned response prepped / response templates • Know who will respond • Get a response out • Work on getting all the facts • Assign someone to monitor conversations for at least 48 hours
- 11. Oh Sh*t...
- 13. Crisis Mode Respond - Don’t React
- 14. Crisis Mode Time is your #1 priority
- 15. Crisis Mode Don’t Feed the Trolls
- 16. Crisis Mode The goal isn’t to win
- 17. Crisis Mode To err is human - be honest
- 18. Crisis Mode Lean on your brand values
- 20. Phew it’s over...but not for you!
- 21. Sunset Review Did it work?
- 22. Sunset Review How did the public respond?
- 23. Sunset Review How long did it last?
- 24. Sunset Review What could have been better?
- 26. Next Steps • Revisit your brand values - make sure you community / team knows them • Play the “what-if” game • Be listening • Don’t operate in a vacuum • Have your response plan ready
- 27. Social Listening • Google Alerts • MediaToolKit.com • Hootsuite • Talkwalker Alerts • Brand24
- 28. Questions?