how to prepare for a social media crisis by insignia communications

Jonathan Hemus, November 2012

News breaks on social media

News spreads and is amplified through social media

SmartBrief on Social Media, January 25, 2012

Most organisations do not have a plan to address this

The consequences can be very damaging

Nestle make a difficult situation worse by responding aggressively to criticism on its Facebook page

The consequences can be very damaging

NatWest endured a social media backlash when it failed to solve a technical problem OR communicate effectively with its customers

Preparing to protect your reputation in an online world

Develop, communicate and embed a social media policy

Re-consider your reputational risk assessment

Implement online media monitoring

Create a crisis communication hub

Develop a process, resources and skills to mount an online response

Develop an online presence beforehand

Identify key online influencers and build relationships

Develop, communicate and embed a social media policy

Develop, communicate and embed a social media policy

http://socialmediagovernance.com/policies.php#axzz1l9M4oKLf

Re-consider your reputational risk assessment

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LIKELIHOOD OF RISK

Re-consider your reputational risk assessment

Re-consider your reputational risk assessment

Re-consider your reputational risk assessment

Re-consider your reputational risk assessment

Re-consider your reputational risk assessment

Implement online media monitoring

Implement online media monitoring

Create an online crisis communication hub

Develop a process, resources and skills to mount an online response

US Airways Hudson River Crash

Be prepared!

Be prepared!

Be prepared!

Develop processes and resources to mount an online response

Develop processes and resources to mount an online response

Develop processes and resources to mount an online response

Develop skills to mount an online response – social media exercises

Social media exercises

A crisis begins to emerge via social media e.g. a video is posted showing product tampering

Social media exercises

Delegates see the situation escalating via online channels

Social media exercises

The story spreads to online media and blogs

Social media exercises

Develop an online presence beforehand

Identify key online influencers and build relationships

Engage online and other third party influencers

Preparing to protect your reputation in an online world

• Develop, communicate & embed a social media policy

• Re-consider your reputational risk assessment

• Implement online media monitoring

• Create a crisis communication hub

• Develop a process, resources and skills to mount an online response

• Develop an online presence beforehand

• Identify key online influencers and build relationships

Contact Details

Jonathan Hemus, Insignia Communications

Website: www.insigniacomms.com

Email: jonathanhemus@insigniacomms.com

Twitter: @jhemusinsignia

Phone: +44 (0)786 832 9102

Download our white paper on social media crisis here: http://insigniacomms.com/resource/

Jonathan Hemus, November, 2012