CIPRSM Social Media Conference 2013
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This document appears to be a presentation about social media and crisis communications. It discusses how news now spreads rapidly on social media, with many potential sources of information. It emphasizes the importance of being prepared for crises, having a plan to respond quickly through the "5 Rs", and learning from past examples like the Boston Marathon bombing where misinformation spread initially. The overall message is that organizations need to change how they use social media for crisis situations before a disaster occurs to respond effectively.
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CIPRSM Social Media Conference 2013
- 1. SHARE THIS LIVE SOCIAL MEDIA CONFERENCE 2013 11 JULY, LONDON #CIPRSM
- 2. SHARE THIS LIVE SOCIAL MEDIA CONFERENCE 2013 #CIPRSM @suellewellyn
- 3. #CIPRSM Ultra Social client list © Ultra Social Ltd
- 4. #CIPRSM • Over 4,000 people trained so far – including a few familiar faces Ultra Social © Ultra Social Ltd
- 5. #CIPRSM Real-time news became reality The start of social at the BBC © Ultra Social Ltd The audience knew more than we did 7 July 2005 15 January 2009
- 6. #CIPRSM As soon as anything happens it’s all over Twitter News travels fast, bad news travels faster and the media is all over it …and you Real-time news © Ultra Social Ltd
- 7. #CIPRSM Now everyone’s a reporter © Ultra Social Ltd 2005 2013
- 8. #CIPRSM • Primary sources eg. Eyewitnesses • Rogue employees • Dissatisfied customers • Protestors/Activists • Whistleblowers • Official sources Potential sources of bad news © Ultra Social Ltd
- 9. #CIPRSM WTF? © Ultra Social Ltd • Have an answer for everything: Who, What, Why, When, Where, How • Be honest, be human, be visible
- 10. #CIPRSM • Get your ‘Situation Room’ ready • Undertake a complete Risk Assessment • Think like a journalist What could possibly go wrong? © Ultra Social Ltd http://www.dorkly.com/picture/15406/situation-room-justice-league
- 11. #CIPRSM 1. Regret 2. Reassurance 3. Responsibilty 4. Remedy 5. Restitution … and remember, real people = real response 5 Rs of Crisis response © Ultra Social Ltd
- 12. #CIPRSM • (Mis)information overload • Crowdsourced confusion • Lack of verification • Delegation of trust – people repeating mistakes • In times of crisis, people still turn to trusted media institutions like the BBC • ‘never wrong for long’ does not apply to one’s reputation Lessons from Boston © Ultra Social Ltd
- 13. #CIPRSM One more slide to come! © Ultra Social Ltd • Tips • Tips
- 14. #CIPRSM Key lesson from Egypt etc © Ultra Social Ltd
- 15. #CIPRSM Don’t wait for disaster to strike “It took us 5 years to change and was prompted by crisis. Others will do better by changing before a crisis hits them.” © Ultra Social Ltd
- 16. #CIPRSM Crisis what crisis? © Ultra Social Ltd
- 17. #CIPRSM Thanks for listening If you need any help or advice, you can find me on Twitter @suellewellyn Weigh up risk v reward © Ultra Social Ltd