Miranda Man from BLOOM Worldwide explains how to how handle a social media crisis.

1. WWW.BLOOMSOCIALBUSINESS.COM
HOW SHOULD I HANDLE A SOCIAL
MEDIA CRISIS?
Miranda Man, BLOOM Worldwide
July 2013

2. WWW.BLOOMSOCIALBUSINESS.COM
What is a social media crisis?
What happened when a...
Mobile phone network went down Twitter campaign went wrong

3. WWW.BLOOMSOCIALBUSINESS.COM
So a crisis involves...
A mass negative public reaction
on social media that is
completely out of the control
of your company
Could be prompted by an
offline event or a response to a
current event

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Why do you need a crisis management
plan?
The threat of a social media crisis is real,
regardless of whether you have a Facebook
or Twitter account
People will still talk about you
Customer anger travels and spreads with
quickly on social media

5. WWW.BLOOMSOCIALBUSINESS.COM
3 top tips to handling a crisis
1. Have a social media policy
• Roles and responsibilities
• Who can speak on behalf of your brand?
2 Have a crisis management plan
• Crisis levels
• Timeframes
3. Be aware of what is happening
• Social media listening
• Social media monitoring

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What could you get out of having a crisis
management plan?
1.#Damage#
limita,on#
2.#Remain#in#
control#
3.#Look#like#you#
know#what#
you're#doing#on#
social#media#

7. WWW.BLOOMSOCIALBUSINESS.COM
Thank you!
miranda@bloomworldwide.com
Twitter - @bloomworldwide
LinkedIn - /bloomworldwide
Web - www.bloomworldwide.com