enterprise social listening and monitoring tool | zanroo - crisis … · 2019-12-16 · social...
TRANSCRIPT
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Discover Insights
Challenge Objective Solution Tactics Findings Insights Results
Crisis Management
A man died from falling off the building in the client’s property.
Netizens discussingwhether it was a suicidecase or due to lack of safety measures at theproperty.
Zanroo Social Listening
platform to interpret
sentiment of netizens in order
to effectively handle the crisis.
In-dept analysis on hourly basis to understand the feeling of social
media users, look into both direct and
indirect hated factors.
Step 1: Tracking the sentiments of the accident
Tracked the sentiments of the conversations and highlight channels that produced the maximum negative sentiments.
Step 2: Analyze the communication execution
Identify the communication distribution method.
Insights 1: Brand decided not to
make an official statement as it was
clear that the accicent was not due to
premises’ liability. The situation was tracked for over a few days to ensure the crisis has
ended. `
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Social media interpreted the
cause of the accident differently Debates were going on whether it was a
suicide attempt.
Netizens were skeptical about the reasons behind the accident
and began investigating the profile of the deceased.
Indirect linkage was made to the height of the stairs’ barrier. However, no one felt that the
brand was responsible.
Why??