© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Trisha Liu Enterprise Community Manager, HP ArcSight October 10, 2012
Being Prepared – How To Manage Crisis in Social Business
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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?
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HP ArcSight Customer Community
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HP Software Support Portal
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Crisis: Customer System change
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Protest 724
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The wrong kind of ‘viral’
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How we rode out the storm
Crisis Mode
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Acknowledge
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Be empathetic
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Don’t sugarcoat
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Don’t be defensive
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Find answers and post them
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Escalate issues internally
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Adding fuel to the fire
Internal Challenges
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Can we delete comments?
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Who does what?
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What went well
The Good
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Community members helping each other
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Regular updates
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FAQs written and posted
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Private
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Strong relationship with Social Media Manager
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How we could have been better prepared
The Bad / Lessons Learned
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Predicted and expected negative feedback…
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… but didn’t train for it
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Where are the decision makers?
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What’s the crisis plan?
Image credit: Marco Pulpolux !!!
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Crisis plan (draft)
Recap
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Recap
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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
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Thank you!
