Download - #toyotafail: the crisis that wasn't
#ToyotaFail: The Crisis that Wasn’t
#ToyotaFail: The Crisis that Wasn’t
Christopher Barger - @cbargerShelly Kramer - @ShellyKramer
Anne-Marie Nichols - @amnicholsLucretia Pruitt - @LucretiaPruitt
Christopher Barger - @cbargerShelly Kramer - @ShellyKramer
Anne-Marie Nichols - @amnicholsLucretia Pruitt - @LucretiaPruitt
#toyotafail – the event#toyotafail – the event
http://bit.ly/dearcrissytoyotafail
#toyotafail – the event#toyotafail – the event
#toyotafail – the event#toyotafail – the event
#toyotafail – the event#toyotafail – the event
The CrisisThe Crisis
http://bit.ly/cotweettoyotafail
Christopher’s takeawayChristopher’s takeaway• During a crisis, engage people and give them a
reason to stay with your brand. • Educate everyone with access to the brand
accounts on crisis management, etiquette and higher expectations when you are granted a brand's identity.
• Your social media team must be part of your crisis planning.
• Your social media team must tied into your PR and marketing teams and your decision makers.
Shelly’s takeawayShelly’s takeaway• Own the problem: Create a statement and the
changes you're implementing.
• Be timely: Create responsive tweets immediately.
• Explain: Post/tweet at regular intervals – often.
• Give more info: Post link to an informational page.
• Follow: Follow brand dissenters.
• Take it offline: Take the conversation offline.
• Your people: Don’t leave your employees out of the loop.
Lucretia’s takeawayLucretia’s takeawayTransparency
No Transparency
Lucretia’s takeawayLucretia’s takeaway
• Ownership - it’s everyone’s problem. • Agency is a specific legal relationship – When
you hire someone to be your agent, they are acting on your behalf – as if they were you – when they enter into contracts.
• Never waste an opportunity to turn negative into positive.
Anne-Marie’s takeawayAnne-Marie’s takeaway
• Brands need to know what their right and left hands are doing.
• Just because you’re a blogger doesn’t mean you’re a social media consultant.
• Just because you’re doing blogger outreach doesn’t mean you’re a PR agency.
Questions?Questions?
http://slidesha.re/toyotafail