how social media has changed crisis communications

Crisis Communications using

Social Media

Ann WrightRough House Media

What counts as a crisis?

Bad weather

Angry employee Staff sickness

Mistakes

They can happen to anyone …

o Free o Open accesso Publico Instantaneouso Impossible to control

Has social media changed the game?

How has it changed the game?

o Most journalists on Twitter

o Citizen journalistso News often breaks first on Twitter

o Journalists monitor social media

A ticking time-bomb?

o Bad news can go viral

o Forum for complaints

o Can’t control what is posted

Online bomb disposal?

o Under your control

o Vital communications channel

o Conveys information widely

o Immediate

How do you prepare?

o Crisis comms strategy

o Social media policy

o Accounts activated

o Staff sign-upo Policy should forbid leaks

Defusing a bomb (negative comments)

Respond promptly, but not in anger

Don’t delete

Be constructive Don’t be abusive or offensive

Take the discussion off-line if necessary Know when

to duck out

Defusing a bomb (a major crisis)

Monitor & respond

Give regular updates

Stay constructive & factual

Be accurate & approved

Quash speculation

Co-ordinate website & social media

Media Training Crisis Management

Video & podcast

production

Media & social media

consultancy

Our services

The training packages were excellent - thorough, carefully researched, tailored to individuals.

Designed to build confidence and enhance strengths as well as address weakness across a range of interview and media scenarios.

A good investment in premium training delivered by highly experienced professionals.

o Crisis management strategy

o Crisis communications training

o Ongoing crisis communications packages

Crisis Communications Services

020 8332 6200 info@roughhouse.co.uk roughhouse.co.uk twitter.co.uk/roughhouse01

And finally …