@WeCollaborateSA @mylifescape
Standing out by
being outstanding
#SocialByDesign
“We need to stop interrupting
what people are interested in
and BE what people are
interested in”
- CCO Craig Dams of JWT worldwide
Cherylann Smith
@mylifescape
@wecollaboratesa

@WeCollaborateSA @mylifescape
If you’ve got a strong
brand and a small
screw up you can
get through, if you’ve
got a weak brand
and a big screw up,
frankly you might as
well pack it up and
start again.

@WeCollaborateSA @mylifescape
Failure to
respond will
always deepen
the crisis.

@WeCollaborateSA @mylifescape
Invest in your
people and
you’ll
strengthen
your brand

@WeCollaborateSA @mylifescape
#Hello
Social listening
Measure
Response Time vs.
Resolution Time

@WeCollaborateSA @mylifescape
The more you
can measure the
more
accountable you
become.
ROI?
What is the I?

@WeCollaborateSA @mylifescape
Stand out rather
than shout out!
Measure sentiment

@WeCollaborateSA @mylifescape
We live in a
transparent
world where
nothing is
sacred
and little
is secret.

@WeCollaborateSA @mylifescape
#lol
Your
customers
will tell
you what
you don’t
want to
hear, but
it’s
probably
the truth

@WeCollaborateSA @mylifescape
Don’t re-post
anything you
haven’t read ofr
checked

@WeCollaborateSA @mylifescape
Check
yourself
before you
wreck
yourself

@WeCollaborateSA @mylifescape
Do you
see what I
see?

@WeCollaborateSA @mylifescape
Security and
governance

@WeCollaborateSA @mylifescape
Think before you
share or else you
can tweet yourself
into unemployment

@WeCollaborateSA @mylifescape
Fail to remain
sane

@WeCollaborateSA @mylifescape
Human error
Oops!

@WeCollaborateSA @mylifescape
Remain fit to
face a crisis.
The first SA Woolworths
store opened in The Old
Royal Hotel in Cape Town
in October 1931

@WeCollaborateSA @mylifescape
An
opportunity
for the bold
and
courageous.
And
authentic.

@WeCollaborateSA @mylifescape
Social media
is SOCIAL
in real time,
so be REAL.

@WeCollaborateSA @mylifescape
The war room
1. Be transparent
2. Be brave
3. Be swift

@WeCollaborateSA @mylifescape
Measure brand
love and
identify
influencers.

@WeCollaborateSA @mylifescape
From a consumer
point of view, what
makes your brand
loveable is what
brings it closer to
innovation on a
brand
comprehension
perspective.

@WeCollaborateSA @mylifescape
Authentic values lead the brand sentiment

@WeCollaborateSA @mylifescape
Measure
content,
engagement
and reach.

@WeCollaborateSA @mylifescape
billion
#August2015

@WeCollaborateSA @mylifescape
When your
brand is not
affected by the
crisis in the world
don’t engage or
jump on an
‘opportunity’
Pause any
scheduled
content during a
global crisis.

@WeCollaborateSA @mylifescape
#Tools to
manage the
chaos and
building
effective
sentiment
reports and
escalation
plans.

@WeCollaborateSA @mylifescape
LET’S DICSUSS
Managing Crisis
#SocialByDesign

@WeCollaborateSA @mylifescape
HOW DO YOU HELP CLIENTS PLAN FOR CRISIS
ON SOCIAL MEDIA?

@WeCollaborateSA @mylifescape
WHAT IS THE KEY TO CRISIS MANAGEMENT
SUCCESS ON SOCIAL MEDIA?

@WeCollaborateSA @mylifescape
WITH DIFFERENT SOCIAL MEDIA NETWORKS,
HOW DO YOU MANAGE REPURATION OFFLINE
& ACROSS THE CHANNELS?

@WeCollaborateSA @mylifescape
ARE WE ASKING FOR TOO MUCH TO
INTEGRATE CRISIS COMMS?

@WeCollaborateSA @mylifescape
SHOULD BRANDS HAVE COMMENTS WHEN
THERE IS A GLOBAL CRISIS?

@WeCollaborateSA @mylifescape
THANK YOU
CHERYLANN SMITH
Digital Specialist & Consultant
www.slideshare.net/cherylannsmith
cherylann@nandos.com
cherylann@wecollaborate.co.za
@mylifescape

@WeCollaborateSA @mylifescape
Disclaimer and Privacy Policy
I believe in collaborative information sharing in order
to grow and learn.
The images used in this presentation are found from
different sources all over the Internet, and are
assumed to be in public domain and are displayed
under the fair use principle. I provide information on
the image's source and author whenever possible,
and I will link back to the owner's website wherever
applicable. Images in this presentation were mainly
sourced from Mashable and through Google Image
search.
If you are the owner of the images and you believe
that their use on this site is in violation of any
copyright law, then please contact me directly and I
will remove them.
This presentation is not used for commercial
purposes but only for knowledge sharing.