Crisis Management in the Age of Social Media
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An overview of Crisis Communications "dos" and "don't"s in the age of Social Media
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Crisis Management in the Age of Social Media
- 1. Crisis Management In The Age Of Social Media Steve Chirello ADVERTISING / MARKETING / P.R.
- 2. SOCIAL MEDIA OVERVIEW Steve Chirello ADVERTISING / MARKETING / P.R.
- 3. Steve Chirello ADVERTISING / MARKETING / P.R.
- 4. Miller Math 1=7 Steve Chirello ADVERTISING / MARKETING / P.R.
- 5. 1=7 Steve Chirello ADVERTISING / MARKETING / P.R.
- 6. Steve Chirello ADVERTISING / MARKETING / P.R.
- 7. Here‟s an excellent example from the American Red Cross… Steve Chirello ADVERTISING / MARKETING / P.R.
- 8. Steve Chirello ADVERTISING / MARKETING / P.R.
- 9. What To Do (Mack Collier.com): • Respond Quickly - Be able to by monitoring; Use tools like “Google Alerts • Respond Properly -If someone is leaving negative comments about your your company, respond. - Be thankful and polite. - If you are in the wrong, then apologize. - If commenters are jumping to the wrong conclusion about your company, kindly correct them - Thank them for their feedback Steve Chirello ADVERTISING / MARKETING / P.R.
- 10. Transparency. 150 mm bloggers– thousands of forensic accountants and social watchdogs watching your company. Don‟t assume you can hide information. It will be found. Crises Go Viral. Companies need plans in place to respond. No time to create AFTER something happens. One Way Conversations Don‟t Cut it. Conversations need to go both ways. Brand Detractors- leverage Social Media. You need to as well. Brand Fans- these people like you. They may infringe on your IP. Learn how to deal with it. Steve Chirello ADVERTISING / MARKETING / P.R.
- 11. More than 75% of businesses use Social Media. Nearly Half Do Not Have Social Media Policies. In addition, 43% of the respondents have reported Employee misuse of social networks. -- Proskauer‟s International Labor & Employment Group Steve Chirello ADVERTISING / MARKETING / P.R.
- 12. Our FB comment guidelines: • The discussion board is available for questions, often from those entering or considering Oswego ... we hope to get you answers in a timely manner as you ponder joining our community. However, spam, blatantly commercial, obscene and/or denigrating messages are not welcome in this space and may be removed, as this page exists to serve a broader community. Steve Chirello ADVERTISING / MARKETING / P.R.
- 13. POLICY CONSIDERATIONS: • Recruiting • Separation/Outplacement • Employee Blogging Policy • Personal Blog Policy • LinkedIn Policy • Corporate Blogging Policy • Corporate Blog Use Policy • Corporate Blog Approval, Corporate Blog Commenting • Corporate Facebook Usage, Corporate Facebook Comment • Comment/Messaging Policy • Corporate Twitter Account, YouTube Policy, YouTube Public • Comment Policy • Company Password Policy -- Source: Firestorm Solutions, LLC Steve Chirello ADVERTISING / MARKETING / P.R.
- 14. Steve Chirello ADVERTISING / MARKETING / P.R.
- 15. EXAMPLES… http://www.youtube.com/watch?v=Z206ipPhuFQ Groupon Super Bowl Ad Save The Money - Rainforest Steve Chirello ADVERTISING / MARKETING / P.R.
- 16. Groupon CEO Andrew Mason‟s Response: Steve Chirello ADVERTISING / MARKETING / P.R.
- 17. Were you one of the 5 million? Steve Chirello ADVERTISING / MARKETING / P.R.
- 18. Steve Chirello ADVERTISING / MARKETING / P.R.
- 19. Steve Chirello ADVERTISING / MARKETING / P.R.
- 20. I have handouts with case histories on: -Domino‟s employees posted a video that put them in a bad light. - Penn State‟s poor crisis management - Progressive Insurance‟s blog incident “How Not To Handle A PR Crisis Steve Chirello ADVERTISING / MARKETING / P.R.
- 21. Prevention of Negative Posts a. Manage your posts on your page Direct Discussion on your page by asking questions New products Service What would you do? b. Use „Google Searches” regularly Use the Search feature within the Social Medium itself Built your own varied network of personal connections via Social Media Steve Chirello ADVERTISING / MARKETING / P.R.
- 22. ! Steve Chirello ADVERTISING / MARKETING / P.R.
- 23. QUESTIONS???? Steve Chirello ADVERTISING / MARKETING / P.R.
- 24. For more information, PRINT contact Steve Chirello: TV/RADIO Tel: 592-9778 ELECTRONIC Email: steve@chirello.com PR www.Chirello.com CONTACT Steve Chirello ADVERTISING / MARKETING / P.R.