Crisis communications and Social Media
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Crisis Communications and Social Media. Training facilitated by Ketchum Pleon for IBM Benelux. Case presented in Bruxelles @ IABC event. By Yves van Seters and Andrada Morar
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Crisis communications and Social Media
- 1. Andrada Morar – Ketchum Pleon Yves Van Seters – IBM Bruxelles, 25 th October 2011 Social Media induced Crisis Communication
- 2. Andrada Morar Head of Social Media, Ketchum Pleon Benelux Yves van Seters Team Leader Media Relations & External Communications IBM Benelux
- 3. The internet acts as a catalyst breaking geographical and time barriers in a matter of seconds. The online gatekeeper is now your consumer .
- 6. The Start Translation: “Who lost his #IBM USB on the Intercity ?”
- 9. Fan mail pouring in
- 11. Fan mail kept pouring in
- 18. The result
Notes de l'éditeur
- Yves – also Explaining why I’m in Amsterdam
- Andrada: An exercise done by IBM’s internal and external communications team, the Security Manager EMEA and Ketchum Pleon.
- Andrada: In order to create real life situations the training takes place at the Broadcast Facilities in Hilversum, The Netherlands. During the training theory is presented while a true crisis is being simulated. Case description Location The location of the crisis is fictive, in our case: Swaziland. The story An IBM-branded USB-drive was found on the train from capital Mbabane to the administrative capital of Lobamba. A student from Mbabane’s Technical University has found the USB-drive and hacked it within 2 minutes. The USB-drive contains customs database documents from the Dutch Tax Authority stating the export tax amounts paid by Philips. Both companies are IBM customers. De paid charges concern the sale of LED-lamps by Philips. Additionally, the State Secretary of Finance is involved. In several Social Media the incident is being heavily discussed.
- Andrada: An exercise done by IBM’s internal and external communications team, the Security Manager EMEA and Ketchum Pleon.
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- Andrada & Yves