crisis communications in the twitter age @prprosandiego, aka gayle lynn falkenthal, apr
TRANSCRIPT
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Crisis Communications in
the Twitter Age@PRProSanDiego, AKA
Gayle Lynn Falkenthal, APR
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Crisis Communications in the Twitter Age
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Crisis Communications in the Twitter Age
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Crisis Communications in the Twitter Age
•San Diego Union-Tribune: 296,331 weekdays 378,696 Sunday
•North County Times: 87,000 weekdays
90,425 Sunday •Local Television Newscast 60,000 households•Facebook: 957,000 users in
San Diego County
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Crisis Communications in the Twitter Age
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Crisis Communications in the Twitter Age
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Crisis Communications in the Twitter Age
Listening is more important than
ever.
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Crisis Communications in the Twitter Age
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Crisis Communications in the Twitter Age
Where?•Blogs and Comments•Microcommunities aka Microforums•Social Networks•Customer/Audience Networks•Groups
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Crisis Communications in the Twitter Age
What?•Company Name•CEO Name•Product/Mascot Names•Derogatory Terms: “die” “sucks” “fail”•Add situational terms as needed
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Crisis Communications in the Twitter Age
•“I don’t have time or resources”•“I don’t know the technology”•“We don’t want to open ourselves up to negative comments”•“My boss thinks this is a waste of time”
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Crisis Communications in the Twitter Age
Good or bad, you ARE being talked
about.
RIGHT NOW.
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Crisis Communications in the Twitter Age
•Ask Southwest Airlines
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Crisis Communications in the Twitter Age
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Crisis Communications in the Twitter Age
Tools•Corporate Blog•Facebook•Posterous•Flickr•Phantom web pages•Pre-loaded eblasts, newsletters
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Crisis Communications in the Twitter Age
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Crisis Communications in the Twitter Age
Tools•Corporate Blog•Posterous•Facebook•Flickr•Phantom web pages•Pre-loaded eblasts, newsletters
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Crisis Communications in the Twitter Age
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Crisis Communications in the Twitter Age
•Pay Attention•Get A Grip•Act Promptly•Acknowledge First•Don’t Overthink It!•Be Open•FIX IT!•Tell Your Story
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Crisis Communications in the Twitter Age
•Ask Comcast•Ask Zappos•Ask Whole Foods•Ask Sombrero Mexican•Ask Honest Kitchen
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Crisis Communications in the Twitter Age
Reputation Management Tools
•www.falconvalleygroup.com