we are social

Social media tsunami

Surviving the deluge

we are social

social media

We help brands

we are social

Nestle

Social media attacks = #FAIL

we are social

The trigger

we are social

Adding fuel to the fire

we are social

All over in 48 hours (almost)

we are social

Impacting the share price

we are social

Two months later

we are social

Eurostar

Social media attacks = WIN!

we are social

We woke up one Saturday morning

we are social

And the tsunami hit

we are social

And the tsunami hit

we are social

Once we started responding

we are social

As the week went on

we are social

As the week went on

we are social

Crisis comms

Some rules of thumb for social media

we are social

Be prepared

• Get a real-time listening & responding programme set-up and running: Monitoring software Training programme Robust triage process Rules of engagement Tone of voice guidelines Workflow management

we are social

Be prepared

• Integrate social media into overall crisis plan

• Make sure all social media channels operate in sync

• Have a conversation platform ready (e.g. blog) that can be updated instantaneously

we are social

When the tsunami hits

• Track what people are saying

• Get an initial response live ASAP

• Use this to respond /outreach with

• Buy paid search ads & ‘Promoted Tweets’ tolink to it

we are social

Managing the aftermath

• Collate questions• Answer them as fast

as you can as FAQs• Tell people what you

are doing to fix the situation (CEO video)

• Keep paid search ads & Promoted Tweets up to date

we are social

Thanks

For further conversationhttp://wearesocial.net