crisis communications with social media
DESCRIPTION
By the end of the presentation you will learn how to respond and recover from a crisis situation using social media.TRANSCRIPT
Imagine a customer has an “experience”with your brand
My “experience”
2.3 million hits
BAD“experience”
Broken guitar
gives customers a voice
soc al med a
DevelopCORE
message
Simpleand
measurable
Quick Reply
Was his promise measurable?
Yes
Everyone
On the same page
First hand
Second hand
Transparencyis
KEY
NEVER say“No Comment”
DELEGATE a spokesperson
Establish
Media channels
Create a
central meeting
place
Listen
• Say sorry• Admit mistake
• Discuss how you resolved the issue• Explain future steps
How to
patch it up
Monitor conversations
“If I had eight hours to chop down a tree. Iʼd spend six hours sharpening my ax.”