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
020 3012 1024
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