Presented at JiveWorld12, October 2012 When a crisis happens how do you know if you’re prepared? If you’ve written a plan you’re probably ahead of the game, but what happens when you actually need to call upon your plan?

1. Being Prepared – How To Manage
Crisis in Social Business
Trisha Liu @mor_trisha
Enterprise Community Manager,
HP ArcSight
about.me/mor_trisha
October 10, 2012 gplus.to/trisha.liu
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

2. Attendee poll
• Who has a crisis plan?
• Who has called upon the crisis plan?
• Did the crisis plan work as expected?
• Who had an ugly experience / learning opportunity?
@mor_trisha
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3. HP ArcSight Customer Community
@mor_trisha
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4. HP Software Support Portal
@mor_trisha
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5. Crisis: Customer System change
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6. Protest 724
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7. The wrong kind of ‘viral’
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8. Crisis Mode
How we rode out the storm
@mor_trisha
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9. Acknowledge
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10. Be empathetic
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11. Don’t sugarcoat
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12. Don’t be defensive
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13. Find answers and post them
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14. Escalate issues internally
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15. Internal Challenges
Adding fuel to the fire
@mor_trisha
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16. Can we delete comments?
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17. Who does what?
@mor_trisha Imag credit: Marc_Smith
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18. The Good
What went well
@mor_trisha
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19. Community members helping each other
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20. Regular updates
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21. FAQs written and posted
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22. Private
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23. Strong relationship with Social Media Manager
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24. The Bad / Lessons Learned
How we could have been better prepared
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25. Predicted and expected negative feedback…
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26. … but didn’t train for it
@mor_trisha Image credit: Josh Fassbind
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27. Where are the decision makers?
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28. What’s the crisis plan?
@mor_trisha Image credit: Marco Pulpolux !!!
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29. Recap
Crisis plan (draft)
@mor_trisha
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30. Recap
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31. Crisis plan (draft)
Planning:
• Educate on the importance of constructive criticism
• Identify key roles, responsibilities, players
• Role play, train on mock crisis situation
• Get decisions makers and executives into the community early
Response:
• Acknowledge
• Be empathetic, compassionate, honest, transparent
• Create FAQ docs based on the feedback
• Escalate internally to co-create better processes
@mor_trisha
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32. Thank you!
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.