Crisis Comms: Nothing Gets Deleted On The Internet (Emily Perkins, OggaDoon)
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These are the slides from Emily Perkins' session at Digital Gaggle in Bristol on Thursday 19th September 2019. Her session helped attendees understand how to navigate a PR crisis on social media.
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Crisis Comms: Nothing Gets Deleted On The Internet (Emily Perkins, OggaDoon)
- 1. Crisis Comms Nothing Gets Deleted On The Internet
- 2. Bad examples of social
- 3. Exercise: bad customer service How would you respond to this person?
- 4. Exercise: bad customer service
- 5. Customer service ● Core part of social media ● Typically Twitter, but not always ● Remember: nothing is deleted from the internet! ● Courteous, apologetic, make things right ● 30% of consumers whose messages to brands go ignored are more likely to switch to a competitor
- 6. Short term changes • Create customer service guidelines • Agree an escalation process • Have a responsible person
- 7. Strategic long term changes • Get your spokesperson properly trained • Dig deeper into patterns and behaviours • Fix the causes
- 8. If some, all, or none of this has made sense… Let’s talk. emily@oggadoon.co.uk
Editor's Notes
- There's nothing quite like a social media blowout - going viral for all the wrong reasons. As businesses engage with customers purely through digital means, how can you ensure that a mistake (or worse) doesn't blow up on social media? What crisis comms practices can be brought into the digital space? Let’s look first at how not to do it
- Short term? Create guidelines – and stick to them. Agree an escalation process, inc triggers. Have one person at any one time responsible, and MAKE SURE THEY KNOW.
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