Social Simulator, presentation by Steph Gray at Social Media in a Corporate Context 2012

Yes, but how would you do it?

Steph Graysocialsimulator.com

Bad news travels faster

The staff error

The misjudged humour

The accidentThe customer

protest

The angry comment

The environmental campaign

So what makes a social media crisis?

IndividualCorporate External

Image: http://adage.com/article/digitalnext/social-media-screw-ups-a-big-missteps/146314/

RetailOil & Gas

Aviation

Pharma

Defence

What’s different, what’s the same?

Same Different

• Ownership - clear roles and responsibilities still key

• Mainstream media has a vital role

• People want clear, straightforward information

• Speed

• Social media is driven by trust in people, rather than organisations

• People have the tools to investigate, speculate and mobilise

Source: http://www.guardian.co.uk/uk/interactive/2011/dec/07/london-riots-twitter

So how would you do it?

A

B

Just delete the tweet quickly

Delete, and post an apology

A

B

Respond to the forum thread

Leave it

A

B

Make the film

Don’t make it

A

B

Block the user, report to Facebook for brand violations

Comment on the page

Driving a social media crisis without really trying

Be fake

Try to cover up

Stay silent Focus on short term

brand

Treat as isolated case

Dismiss chatter

And some smart ways to deal with it

Be monitoring

Acknowledge &

empathise

Engage as human

beingsOpen up

Be consistent

Focus on essentials

Developing the skills to handle social media in a crisissocialsimulator.com

@socialsimulator

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