Managing Reputation on Social Media

@WeCollaborateSA @mylifescape

Standing out by

being outstanding

#SocialByDesign

“We need to stop interrupting what people are interested in and BE what people are interested in” - CCO Craig Dams of JWT worldwide

Cherylann Smith @mylifescape @wecollaboratesa  

@WeCollaborateSA @mylifescape

If you’ve got a strong

brand and a small

screw up you can

get through, if you’ve

got a weak brand

and a big screw up,

frankly you might as

well pack it up and

start again.

@WeCollaborateSA @mylifescape

Failure to

respond will

always deepen

the crisis.

@WeCollaborateSA @mylifescape

Invest in your

people and

you’ll

strengthen

your brand

@WeCollaborateSA @mylifescape

#Hello

Social listening

Measure

Response Time vs.

Resolution Time

@WeCollaborateSA @mylifescape

The more you

can measure the

more

accountable you

become.

ROI?

What is the I?

@WeCollaborateSA @mylifescape

Stand out rather

than shout out!

Measure sentiment

@WeCollaborateSA @mylifescape

We live in a

transparent

world where

nothing is

sacred

and little

is secret.

@WeCollaborateSA @mylifescape

#lol

Your

customers

will tell

you what

you don’t

want to

hear, but

it’s

probably

the truth

@WeCollaborateSA @mylifescape

Don’t re-post

anything you

haven’t read ofr

checked

@WeCollaborateSA @mylifescape

Check

yourself

before you

wreck

yourself

@WeCollaborateSA @mylifescape

Do you

see what I

see?

@WeCollaborateSA @mylifescape

Security and

governance

@WeCollaborateSA @mylifescape

Think before you

share or else you

can tweet yourself

into unemployment

@WeCollaborateSA @mylifescape

Fail to remain

sane

@WeCollaborateSA @mylifescape

Human error

Oops!

@WeCollaborateSA @mylifescape

Remain fit to

face a crisis.

The first SA Woolworths store opened in The Old Royal Hotel in Cape Town in October 1931

@WeCollaborateSA @mylifescape

An

opportunity

for the bold

and

courageous.

And

authentic.

@WeCollaborateSA @mylifescape

Social media

is SOCIAL

in real time,

so be REAL.

@WeCollaborateSA @mylifescape

The war room

1.  Be transparent

2.  Be brave

3.  Be swift

@WeCollaborateSA @mylifescape

Measure brand

love and

identify

influencers.

@WeCollaborateSA @mylifescape

From a consumer

point of view, what

makes your brand

loveable is what

brings it closer to

innovation on a

brand

comprehension

perspective.

@WeCollaborateSA @mylifescape

Authentic values lead the brand sentiment

@WeCollaborateSA @mylifescape

Measure

content,

engagement

and reach.

@WeCollaborateSA @mylifescape

billion

#August2015

@WeCollaborateSA @mylifescape

When your

brand is not

affected by the

crisis in the world

don’t engage or

jump on an

‘opportunity’

Pause any

scheduled

content during a

global crisis.

@WeCollaborateSA @mylifescape

#Tools to

manage the

chaos and

building

effective

sentiment

reports and

escalation

plans.

@WeCollaborateSA @mylifescape

LET’S DICSUSS

Managing Crisis #SocialByDesign

@WeCollaborateSA @mylifescape

HOW DO YOU HELP CLIENTS PLAN FOR CRISIS ON SOCIAL MEDIA?

@WeCollaborateSA @mylifescape

WHAT IS THE KEY TO CRISIS MANAGEMENT SUCCESS ON SOCIAL MEDIA?

@WeCollaborateSA @mylifescape

WITH DIFFERENT SOCIAL MEDIA NETWORKS, HOW DO YOU MANAGE REPURATION OFFLINE

& ACROSS THE CHANNELS?

@WeCollaborateSA @mylifescape

ARE WE ASKING FOR TOO MUCH TO INTEGRATE CRISIS COMMS?

@WeCollaborateSA @mylifescape

SHOULD BRANDS HAVE COMMENTS WHEN THERE IS A GLOBAL CRISIS?

@WeCollaborateSA @mylifescape

THANK YOU

CHERYLANN SMITH

Digital Specialist & Consultant

www.slideshare.net/cherylannsmith cherylann@nandos.com

cherylann@wecollaborate.co.za @mylifescape

@WeCollaborateSA @mylifescape

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