How To Handle A Social Media Crisis

Download as pptx, pdf

2 likes692 views

This document provides guidance on how to handle a social media crisis in 3 steps: 1) Have a crisis plan that identifies who will handle the crisis, your audience, how you'll reach them, and any limitations. 2) Know your team, audience, platforms, and limitations. 3) If a crisis occurs, monitor closely, control the message, answer questions to keep your audience updated, and shift the conversation.

Self Improvement

How To Handle A Social Media CrisisJenna LebelManaging Director, Strategy @jennaL15Tweet questions/comments using #Likeable

Bad news travels fast…faster with social media.

The truth is…you can no longer HIDE information.But you CAN harness the power of social media to give you an outlet to communicate with your audience.

Address the situation and take ownership

Set the record straight and put things into context in real-timeIt all starts with a plan…You may not know your crisis, but you can know the answers to these questions!√Who will handle? √Who is your audience?√How will you reach them?√Can you be proactive? Or are you limited?

Know Your Limitations and Comfort LevelProactive vs. ReactiveFull vs. Limited Disclosure

Sometimes you can’t plan ahead,but you can react quickly.√Monitor closely√Control the message and conversation√Answer and respond√Keep your audience updated√Shift conversation

And One Handled Not So Well…Lack of communication about situation

This document provides tips for handling a social media crisis in 3 sentences or less: It discusses how companies can no longer hide information during a crisis and must use social media to directly communicate with their audiences. It recommends having a crisis plan that includes identifying who will handle the crisis, knowing your audiences and platforms, and understanding your limitations. The document stresses the importance of monitoring closely, controlling the message, answering responses, and keeping audiences updated during a crisis.

Time ManagementFawn Herndon-Blohn

��

The document discusses time management and priorities. It suggests asking yourself if your daily activities are moving you closer to your goals. Time is a limited resource that reflects how you manage yourself. The document provides a scale to rate time pressures and sources of distress, and tips for better time management like scheduling priorities, using visual aids, and being open to others' perspectives. It emphasizes the importance of goals and having direction to succeed.

C.s.d 11-persistencemmohsen2001

��

This newsletter discusses the importance of persistence. It states that persistence is one of the most important parts of personality to develop to guarantee success. It explains that persistence becomes a habit through having a clearly defined goal you are passionate about, having a plan to work on immediately, rejecting negative suggestions, and finding a support group. The newsletter encourages the reader to pursue their dreams, begin working towards them now, and to never quit through being persistent.

Master your emotions and get emotional intelligencekomalnan123

��

The document discusses emotional management and the importance of recognizing and controlling emotions rather than viewing them as negative. It outlines six steps to control emotions: identify and believe your feelings, develop curiosity, build confidence, generate creative ideas, and take action. Additionally, it mentions Dr. Arvinder Singh's program, 'emotioheights,' aimed at enhancing emotional intelligence.

howtoimprovecommunicationskillsinHemant Kumar

��

The document outlines 5 simple steps to improve communication skills: 1) Do research on your audience; 2) Establish rapport by asking about expectations; 3) Practice your communication, whether with an audience or alone; 4) Dress appropriately for your audience and topic; 5) Read between the lines by listening to what your audience implies and their body language. The document emphasizes that improving communication is an ongoing process and practicing regularly is important to not letting skills dull.

Conquering The Common Fears That Burden Agile TeamsIonut Grecu

��

The document discusses how fear can hinder agile teams and emphasizes the importance of reframing fearful situations to foster adaptability and resilience. It highlights various fears such as fear of change, conflict, and failure, offering insights into overcoming these challenges to improve team dynamics. The author encourages embracing change and highlights the benefits of collaboration within agile frameworks.

Setting goalsVenpopHQ

��

The document outlines a social media strategy focused on setting goals using listening tools to track brand mentions, keywords, influencers, and trends. It emphasizes the importance of setting SMART (Specific, Measurable, Attainable, Realistic, Timely) goals in social media planning. Additionally, it mentions how Wishpot can assist in creating a personalized social media strategy and managing Facebook and Twitter accounts.

Mindset Secrets Of AchieversDr. Aamer Iqbal

��

This document provides tips for achieving goals and success. It recommends getting clear on your goals by writing them down and looking at them daily. It also suggests engaging your subconscious mind by surrounding yourself with reminders of your goals. Key actions include taking steps outside your comfort zone, associating with supportive people, and having a daily to-do list focused on tangible actions to make progress toward your goals. Most importantly, it advises enjoying the journey by having fun and learning from both successes and setbacks.

Ka idah kaidah managemenTelekomunikasi Indonesia

��

Succeeding on Your Own SteamSmart Transitions Coaching

��

This document provides guidance on how to define and achieve personal goals and dreams using inner resources. It recommends getting clear on what success means to you and why you want to achieve certain goals in order to stay motivated. A plan with reasonable steps and timeframes should be created. It's important to find accountability partners and just get started, even if not completely ready. When feeling stuck, stop and challenge negative thoughts by considering where they come from and if they are truly limiting beliefs. Celebrate achievements to stay focused at a high frequency. Coaches can help people better focus to accomplish more than they could alone.

PIA - PR Necessities for Handling The Media During a CrisisDropZone Marketing

��

The document outlines key principles for handling media during a crisis, emphasizing the importance of not ignoring the media and designating a single spokesperson. It advises taking time to assess the situation before responding and stresses the importance of honesty while communicating with the press. Additional recommendations include creating clear press releases and cooperating with authorities.

How to handle 3 types of difficult conversations hbrfreddderic

��

The document provides tips for having three types of difficult conversations with colleagues: 1) When mad about a decision that affects your job, it's best not to confront the person right away when angry but instead wait to have a respectful discussion; 2) When delivering bad news, it's important to acknowledge the other person's feelings and find a solution together; 3) When needing to take a stand on an issue, coming prepared with facts and focusing on the problem, not the person, leads to a more productive discussion.

Summary And ReflectionDan Cheung

��

The document discusses the importance of developing an effective mindset for success in work and life. It states that one's mindset is the foundation for all other efforts and progress. A positive attitude can help achieve any goal, while negative thinking will hinder success. The document prompts self-reflection on defining and achieving success, overcoming fears of failure, and maintaining a positive outlook even during challenges.

Managing personalitiesNick Staffieri, CMDSM

��

This document discusses managing different personalities within one's network. It identifies several common personality types including the go-to person, complainer, self-promoter, introvert, visionary, performer, analyzer, and your own personality. For each type, it outlines potential advantages and dangers of having that person in your network. The document encourages understanding different personalities and using them effectively while avoiding potential pitfalls.

10 steps to achieving your personal goalsNichelle Daniels

��

This document outlines 10 steps to achieving personal goals: 1) Set clear goals and determine what you want to achieve; 2) Have a strong desire to achieve your goals; 3) Write down your specific goals as a declaration of what you want; 4) Define the benefits of achieving your goals; 5) Understand where you currently are to know what steps you need to take; 6) Schedule actions and complete the steps you outlined; 7) Anticipate and plan to overcome potential obstacles; 8) Create a detailed plan with small, achievable steps; 9) Be committed to your goals and believe you can achieve them; 10) Celebrate each accomplishment along the way.

Summary and ReflectionDan Cheung

��

The document discusses developing an effective mindset for success at work and in life. It states that one's mindset is the foundation for all other efforts and progress. A positive attitude can help achieve any goal, while eliminating fears of failure and raising one's standards of success are important. The document provides self-reflection questions to help assess one's current mindset and how to maintain a positive outlook even during challenges.

Hypnotic Mind Control Techniques That (Ethically) Put People Under Your Control Michael Lee

��

Setting Goals Documentewcullum

��

This document discusses important considerations for setting goals for personal growth. It advises the reader to ask themselves questions to determine if a goal is truly their own and not just what others want. It also suggests reflecting on why the goal is important, how achieving it will feel, and if the goal is challenging but achievable. Setting goals that are personally meaningful and the right level of difficulty will provide motivation and the ability to visualize success.

15 Tips to Build ResilienceGatto Associates, LLC.

��

The document provides 15 tips for building resilience, which is the ability to adapt well to adversity and stress. Key suggestions include defining one's mental state, maintaining a positive outlook, setting goals, creating a belief in oneself, and actively planning for the future. It emphasizes the importance of self-reflection, hope, and positive self-talk in nurturing resilience for an improved quality of life.

Supervising and monitoring interviewers2Víctor Barragán

��

Supervising interview teams for a study requires attention to team composition, dynamics, and regular feedback and support. Supervisors should monitor interviewers daily and weekly to ensure high response rates, disclosure rates, and quality of interviews while preventing burnout or interpersonal issues from affecting the study. Field diaries and short supervisor questionnaires also help oversee interviewers and evaluate their experiences conducting the study.

Social media influence in the field of bcmContinuity and Resilience

��

This document discusses how to handle social media crises. It provides examples of social media crises from companies like Target, Volkswagen, United Airlines and SRM University. It emphasizes the importance of being aware, listening, acting fast, owning mistakes, and having a social media crisis management plan in place to effectively address social media crises. Key steps include monitoring social media, responding quickly, being transparent, and communicating with audiences to fix problems and regain trust. Learning from other companies' experiences is also important for crisis management preparedness.

Social Media Influence in the field of Crisis Management– Case StudiesContinuity and Resilience

��

The document discusses the impact of social media on crisis management, identifying signs of a social media crisis and providing case studies of incidents involving companies like Target, Volkswagen, and United Airlines. Key strategies for handling a crisis include acting quickly, maintaining transparency, and monitoring social media conversations. It emphasizes the importance of having a comprehensive social media crisis management plan to effectively navigate crises and protect brand reputation.

Social Media And Crisis Communication Lucinda Austin Yan Jintarcanstones

��

Protecting Your Brand Message in Media Controlled by the AudienceSalesforce Marketing Cloud

��

The document discusses strategies for effectively managing a brand's message in social media environments, emphasizing the need for proactive measures and crisis management planning. It highlights the importance of clear social guidelines, training for staff, and using metrics to detect and respond to crises quickly. Several case studies demonstrate how careful engagement and communication can mitigate the impact of negative messages on a brand.

Social media crisis management - how ready are you?SwiSh thinking

��

The document discusses the importance of being prepared for social media crises, emphasizing that they can escalate quickly and have lasting impacts on reputation and finances. It introduces a framework for businesses to develop plans for anticipating and managing such crises, highlighting the necessity of a coordinated response and the use of social media monitoring technologies. The document underscores that companies need to adapt their crisis management strategies to the unique challenges posed by social media, which can spread information rapidly and widely.

Social Crisis Management - 101Nikoletta Vecsei Harrold

��

The document outlines various types of crises including organizational misdeeds, natural disasters, malevolence, technology failures, and financial issues. It emphasizes the importance of crisis preparedness, advising organizations to identify vulnerabilities, draft key messages in advance, and engage with their audience consistently. Additionally, it offers actionable steps for crisis management such as swift action, collaboration, and data measurement.

5th annual social media law conferenceBoyd Neil

��

The document discusses the challenges and strategies surrounding social media crises, emphasizing the need for proactive management of corporate reputation and customer trust. It highlights the unique features of the social web, such as the presumption of guilt and information asymmetry, which can amplify issues rapidly. Key recommendations for effective social risk mitigation include understanding social dynamics, timely responses, and establishing clear policies and protocols.

Crisis ManagementStephanie Youngblood

��

The document discusses crisis management in a social media world. It addresses what constitutes a crisis, whether crises can be predicted or planned for, where crises typically originate from, how organizations should respond to crises, the importance of having a clear message, and how to effectively monitor for and respond to issues across social media platforms according to various factors. The overall message is that organizations need policies and strategies in place to effectively manage crises in today's digital landscape.

Preparing a social media crisis response planPrayukth K V

��

This document discusses best practices for responding to crises on social media. It begins by defining a crisis and outlining potential risks like reputational damage, misinformation, security issues, and lack of control. It then explores internal and external sources of crises and factors to consider like speed of response, visibility, unpredictability, and lack of control of social media. The document outlines phases of anticipation, response, reassurance, and lessons learned. It provides detailed guidance on preparing a crisis team and plan, responding appropriately, communicating effectively, and recovering reputation through acknowledgement, corrective action, and reassurance.

How should I handle a social media crisis?Different Spin

��

The document discusses how to handle a social media crisis. It defines a social media crisis as a mass negative public reaction on social media that is out of a company's control, such as from a network outage or campaign gone wrong. It recommends having a social media policy with clear roles, a crisis management plan outlining levels and timeframes to respond, and monitoring social media to be aware of issues. Following these tips can help limit damage, maintain control of the situation, and give the impression that the company knows how to respond well to social media crises.

More Related Content

What's hot (12)

Ka idah kaidah managemenTelekomunikasi Indonesia

��

Succeeding on Your Own SteamSmart Transitions Coaching

��

PIA - PR Necessities for Handling The Media During a CrisisDropZone Marketing

��

How to handle 3 types of difficult conversations hbrfreddderic

��

Summary And ReflectionDan Cheung

��

Managing personalitiesNick Staffieri, CMDSM

��

10 steps to achieving your personal goalsNichelle Daniels

��

Summary and ReflectionDan Cheung

��

Hypnotic Mind Control Techniques That (Ethically) Put People Under Your Control Michael Lee

��

Setting Goals Documentewcullum

��

15 Tips to Build ResilienceGatto Associates, LLC.

��

Supervising and monitoring interviewers2Víctor Barragán

��

Ka idah kaidah managemenTelekomunikasi Indonesia

��

Succeeding on Your Own SteamSmart Transitions Coaching

��

PIA - PR Necessities for Handling The Media During a CrisisDropZone Marketing

��

How to handle 3 types of difficult conversations hbrfreddderic

��

Summary And ReflectionDan Cheung

��

Managing personalitiesNick Staffieri, CMDSM

��

10 steps to achieving your personal goalsNichelle Daniels

��

Summary and ReflectionDan Cheung

��

Hypnotic Mind Control Techniques That (Ethically) Put People Under Your Control Michael Lee

��

Setting Goals Documentewcullum

��

15 Tips to Build ResilienceGatto Associates, LLC.

��

Supervising and monitoring interviewers2Víctor Barragán

��

Similar to How To Handle A Social Media Crisis (20)

Social media influence in the field of bcmContinuity and Resilience

��

Social Media Influence in the field of Crisis Management– Case StudiesContinuity and Resilience

��

Social Media And Crisis Communication Lucinda Austin Yan Jintarcanstones

��

Protecting Your Brand Message in Media Controlled by the AudienceSalesforce Marketing Cloud

��

Social media crisis management - how ready are you?SwiSh thinking

��

Social Crisis Management - 101Nikoletta Vecsei Harrold

��

5th annual social media law conferenceBoyd Neil

��

Crisis ManagementStephanie Youngblood

��

Preparing a social media crisis response planPrayukth K V

��

How should I handle a social media crisis?Different Spin

��

Social media crisis: how to manage effectivelyNikolas Rizos

��

The document discusses strategies for managing social media crises, emphasizing the importance of planning, listening, and responding quickly. Key recommendations include maintaining a strong online presence, tracking online conversations, and ensuring clear communication with stakeholders. A sincere apology is highlighted as essential when mistakes occur, alongside a proactive approach to crisis management.

Rewriting the Crisis Handbook for SocialMichael Stern

��

This document outlines challenges to conventional crisis management rules for social media crises and identifies questions brands should ask during a crisis. It notes that the first rule of crisis communication in social media is that any content can usurp formal statements. It also emphasizes communicating with employees and stakeholders. The document reviews why social media matters in a crisis, as even a single tweet can negatively impact brand perception. It identifies 12 key questions brands should ask to effectively manage social media crises, including whether it is truly a social media crisis, if they have an action plan, how to track conversations, and how to measure and define success.

Crisis Communications in Social Media: From School of WOM summitLikeable Media

��

This document summarizes a presentation given by representatives from Uno Chicago Grill and Likeable Media about using social media for crisis communications. It discusses how Uno handled a crisis situation by closely monitoring social media, controlling the messaging to address concerns and provide updates, and shifting the conversation to move past the crisis. The presentation emphasizes the importance of having a social media crisis plan in place, knowing your audiences and platforms, and being prepared to respond quickly while maintaining an open and honest dialogue. It concludes by noting that crises on social media are manageable with proper preparation and understanding your audiences.

Crisis Communications: Strategies That Prevent and Manage Digital Crises AAA National

��

The document outlines strategies for crisis communications in the digital age, focusing on the importance of social media for organizations facing crises. It details steps for creating a social media crisis plan, the risks brands face, and effective communication objectives during a crisis. Key points include the need for preparedness, transparency, and an integrated approach between traditional and social media channels.

Webinar: How to Handle a Social Media CrisisFalcon.io

��

Webinar: How to Handle a Social Media CrisisDino Kuckovic

��

The document outlines a webinar on managing social media crises, featuring presenters who discuss defining crisis situations, developing crisis plans, and learning from past responses. It covers the importance of monitoring potential crises, communication strategies during crises, and specific case studies of companies like Adidas and H&M. Key takeaways include the necessity of real-time responses, internal communication, and pre-approved messaging during a crisis.

Guest Lecture - Social Media CrisesKaren Freberg

��

This document discusses social media crises and crisis communication strategies. It begins by outlining goals for crisis preparation, including proactive monitoring, training teams, and building relationships. During a crisis, organizations should respond quickly and compassionately, understand public emotions, monitor comments, and integrate messages across platforms. Afterward, teams should evaluate responses and identify lessons learned. The document also defines crisis types, key players, and recommendations like training, monitoring trends, and adapting strategies with data. The main takeaways are that social media crises can often be prevented with preparation, and organizations must recognize mistakes and support teams and communities during difficult times.

What is a crisisJohn Keith

��

A crisis is a major event with potential negative consequences for an organization and its reputation. Proper planning and preparation are essential to minimize damage from a crisis. It is important for employees to understand the company's communications plan and guidelines. During a crisis, companies should focus on tasks, communicate openly, take responsibility, provide information to the public, and monitor coverage. Social media can impact a company's crisis response and employees must follow proper social media protocols.

What is a crisisrachela86

��

Use social media in a crisis, presented by Olivia HartingSocialMedia.org

��

Social media influence in the field of bcmContinuity and Resilience

��

Social Media Influence in the field of Crisis Management– Case StudiesContinuity and Resilience

��

Social Media And Crisis Communication Lucinda Austin Yan Jintarcanstones

��

Protecting Your Brand Message in Media Controlled by the AudienceSalesforce Marketing Cloud

��

Social media crisis management - how ready are you?SwiSh thinking

��

Social Crisis Management - 101Nikoletta Vecsei Harrold

��

5th annual social media law conferenceBoyd Neil

��

Crisis ManagementStephanie Youngblood

��

Preparing a social media crisis response planPrayukth K V

��

How should I handle a social media crisis?Different Spin

��

Social media crisis: how to manage effectivelyNikolas Rizos

��

Rewriting the Crisis Handbook for SocialMichael Stern

��

Crisis Communications in Social Media: From School of WOM summitLikeable Media

��

Crisis Communications: Strategies That Prevent and Manage Digital Crises AAA National

��

Webinar: How to Handle a Social Media CrisisFalcon.io

��

Webinar: How to Handle a Social Media CrisisDino Kuckovic

��

Guest Lecture - Social Media CrisesKaren Freberg

��

What is a crisisJohn Keith

��

What is a crisisrachela86

��

Use social media in a crisis, presented by Olivia HartingSocialMedia.org

��

How To Handle A Social Media Crisis

1. How To Handle A Social Media CrisisJenna LebelManaging Director, Strategy @jennaL15Tweet questions/comments using #Likeable

2. What Do These CompaniesHave in Common?

3. A CRISIS!

4. Bad news travels fast…faster with social media.

5. The truth is…you can no longer HIDE information.But you CAN harness the power of social media to give you an outlet to communicate with your audience.

6. You Can Also… Control your message

7. Address the situation and take ownership

8. Give people the information directly

9. Set the record straight and put things into context in real-timeIt all starts with a plan…You may not know your crisis, but you can know the answers to these questions!√Who will handle? √Who is your audience?√How will you reach them?√Can you be proactive? Or are you limited?

10. Know Your Team

11. Know Your Audience

12. Know Your Platforms

13. Know Your Limitations and Comfort LevelProactive vs. ReactiveFull vs. Limited Disclosure

14. Sometimes you can’t plan ahead,but you can react quickly.√Monitor closely√Control the message and conversation√Answer and respond√Keep your audience updated√Shift conversation

15. A Crisis Handled Well

16. And One Handled Not So Well…Lack of communication about situation

17. No outlets for communication

18. Talking AT people not WITH people

19. Very minimal responses

20. Fake Twitter accounts createdThe Brand Perspective:Lessons LearnedImportant lessons: It’s manageable with preparation

21. Know and understand your audiences

22. Be honest and openThank You!Questions?

Editor's Notes

#2: - Don’t forget to add a shnazzy photo of yourself on �ݺ�ߣ 2!
#6: You can address the situation, assume responsibility, take ownership. Ppl want the info and you can give it to them directly via social media. You have the ability to control YOUR message and set the record straight in real-time. You can put things into context.
#7: You can address the situation, assume responsibility, take ownership. Ppl want the info and you can give it to them directly via social media. You have the ability to control YOUR message and set the record straight in real-time. You can put things into context.
#8: What crisis might occur? Predict crises OR respond to crisesIncorporate into your company’s crisis communication plan?
#9: Who is your internal team when something goes wrong? Who are you calling?
#10: Who will you be talking to? Internal staff/employees, the media, your vendors, your customers, potential customers, etc. Where can you reach them?LISTENING + who are you talking to + what do you know about them NOT JUST KNOWING your consumers, but it’s knowing your employees and vendors. Knowing that your consumers are on social media and will need immediate responses.
#11: Which platforms/outlets will you use? Know which will help get your message out. Know your influencers on those platforms. Will you do a YouTube video? A tweet? Fb status update?
#12: What crisis might occur? Predict crises OR respond to crisesIncorporate into your company’s crisis communication plan?Limitations from a legal standpoint? Limitations within your organization? How much can you disclose? If someone is shot in your parking lot or you are being sued, what are your limitations if it’s an ongoing legal battle or investigation. The other part is your brand…
#13: Monitor 24/7 so you can be the first to respondControl the message and conversationAnswer and respondKeep your audience updated
#14: In February 2011, the individual who manages the ARC account accidentally tweeted an inappropriate tweet from the organization’s account instead of his or her own personal account. Recognizing the mistake, the ARC tweeted the following day with a classy response, and its online community was amused and pleased to see that even a 130-year old humanitarian organization recognizes that people are only human and make mistakes. Beer for blood offers
#16: It’s manageable if you prepare: Act quickly – plan and resources in place – key messaging – be as proactive as you can (what CAN we say?) this will allow you to manage and navigate the processDetermine the audience’s interests and concerns – how does this affect me? ClosingsEmployees – if did again, would anticipate that piece better and be more proactive on FB People responded to honest, open, individual communication. Know your messaging and legal language, but turn it into human speak. One-to-one conversation. Couldn’t talk about stores in round 2 closures, but were honest and open that there may be more.

�ݺ�ߣ

How To Handle A Social Media Crisis

Recommended

More Related Content

What's hot (12)

Similar to How To Handle A Social Media Crisis (20)

How To Handle A Social Media Crisis

Editor's Notes