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Reputation and Crisis Communication 2011

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Geoff Livingston
Geoff Livingston

How does one handle when sudden waves of negativity -- a crisis -- strikes their business online? Here are tips for handling real and unfactual crisis online.

Business
1  sur  24
Reputation & Crisis Communications
Trust Online
Compuserve & Febreze
Recent Examples
Not Only Do Posts Occur, They Create Conversations & Memes
Time Moves Quickly on the Internet
Crisis PR: Time Is of the Essence ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Influence As Pictured by Simon Collister
Groupon Super Bowl Crisis
 
[object Object],[object Object]
Off Target ,[object Object],[object Object]
 
Have a Plan, Items in Place ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Exercise: How Quickly Should You Respond? Image by Lexngr: http://www.flickr.com/photos/lexnger/1783691090/sizes/z/
Advance Work ,[object Object],[object Object],[object Object],[object Object],[object Object]
Social Media Tools for Crisis ,[object Object],[object Object],[object Object],[object Object]
CRITICAL: Don’t Forget to Be Human ,[object Object],[object Object],[object Object],[object Object],[object Object],Central Park Sheep Meadow by New York808 - http://www.flickr.com/photos/newyork808/181896227/
Admitting Fault ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Southwest Airlines Seating Policy
Diacetyl Crisis Image by Sage - http://tinyurl.com/3jptva
Where the Wild Things Are
Negative Comments, Haters and Trolls ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Questions? ,[object Object],[object Object],[object Object],[object Object],[object Object]

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Reputation and Crisis Communication 2011

Notes de l'éditeur

  1. Source: Edelman Eighty-nine percent of survey respondents say they think search engines are good or excellent sources for finding relevant information. - Rasmussen 90% of consumers online trust recommendations from people they know ; 70% trust opinions of unknown users . (Econsultancy, July 2009) ”  71% claim reviews from family members or friends exert a "great deal" or "fair amount" of influence.  (Harris Interactive, June 2010)
  2. One of the earliest examples of flash mob behavior revolved around the incorrect information posted about febreze in a community bulletin board about CompuServe. Incorrect information proliferated about the product creating numerous issues for the brand.
  3. Chrysler’s F Bomb on Twitter created an over reaction while the American Red Cross handled its Gizzard beer tweet well.
  4. Failure to engage intelligently and engage online voices in an empathatic manner turned a one day gaffe into a week long black eye and the eventual shake up of the executive team.