Slides from Claremont's social media crisis briefing, 14 December 2012. Simon Booth-Lucking explores the who, what, where and why of crises, and John Coventry of change.org offers his lessons from the frontline.
26. A very modern crisis
• No reliable news cycle
• More crises
• More outlets
• People, not press powered crises
• Media savvy public - react to different things
(Argyll and Bute Vs O2)
• People treat brands as people. Personality is
crucial
27. Specially for NFPs
A very modern crisis
• no If you don't getcycle of criticism, even small
• reliable news a lot
• more criseshurts
criticism
• Twitter IS
• more outlets NOT the real world - don't panic but
• people, notitpress powered crises
do take seriously
• Try savvy public - react to position of a
• media and put yourself in the differentdo they want
things
consumer/donor/supporter - what
(Argyll and Bute Vs O2)
• • to hear/read?
People treat brands as people. Personality is
Be confident in the moves you make. Tone and
crucial
demeanour important.
28. Kicking crises in the cajones
Embed comms in organisational thinking
First response is crucial
Validators are massively helpful
Respond swiftly, deftly and succinctly
Don't take it personally.
LEARN FROM IT
250,000 BRITS COMPLAIN ONLINE EVERY DAY > Or 8.2m per yearmen, the under 35s and those in London most likelyDigital disgruntalists 2012 (%)Once a year 37Once every 6 months 33Once a month 13Once a week 13Once a day 3