Managing Crisis in Today’s Social Media World

Today’s Communication

TrendsDemand “Hyper-Transparency”

Lightening Speed

Dialogue is KEY

Competitors have the same tools

Different Landscape.

Same Rules.

What IS a Crisis?

Natural Disasters

Technological crisis

Confrontation/Reviews

Organizational Misdeeds

Illness/Harmful

Aug. 23rd Earthquake

Aug. 23rd Earthquake

Protestors

Reviews

Car Wash Misdeeds

How to manage the madness when it happens to you…

Because it will.

Steps for Handling Managing Crisis

Stay calm!!1. Get the facts (the REAL facts)2. If not previously determined, Assign spokesperson3. Finalize the position4. Create sites/profiles5. Contact key audiences (think about the order)6. Be prepared and available for backlash. Know

position on follow up conversations. 7. Take offline when appropriate

8. PLAN AHEAD!!

• Think of worst case scenario and plan for it• Set up Listening Platform• Determine spokespeople/decision makers• Get C-Suite Buy-In• Know “Your Voice”• Not always necessary to respond• Practice makes perfect• Consider different platforms • Monitor! Monitor! Monitor!

Steps for Managing Crisis 3.0

Take the blame if it’s your fault.

Answer questions as honestly as

possible.

First 24 hours are key

Don’t ignore the problem.

(it wont just go away)

What Would YOU Do?

Groupon Superbowl Ad

“I take full responsibility for not responding sooner, for not clarifying the details, and for not talking to Allison directly and clearing things up. The Internet moves fast, and I've had my hands full lately.

Anyway, I'm all ears if you have questions, comments, criticisms, or anything else to say. Thanks for hearing me out. “

Q&A?

Thank you!

Allie Herzog@allieherzog

allie@integratepr.com