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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