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Infographic - Five steps to successful crisis managment for airlines, in the age of social media [PDF]

SimpliFlying
SimpliFlying

The document outlines a 5-step process for airlines to effectively manage crises stemming from social media: 1) Prepare by establishing communication teams and monitoring online conversations; 2) Identify the type of crisis whether sudden, ongoing, or unexpected; 3) Respond by activating communication channels and addressing media reports; 4) Promote an integrated response across traditional and social media with transparency; 5) Assess performance and prepare for future crises.

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1. Prepare 5 steps to successful crisis Set up mitigation measures 1. Create a cross-functional Crisis management for airlines Communication Team b. Create a dormant blog and a in the age of social media toll-free number to be activated and updated regularly during crisis c. Monitor Conduct online 3. Respond monitoring Update and have d. Cultivate influencers and conversations advocates a. Convene the crisis communication team 2. Identify b. Start immediate search for Identify The type of references to crisis situation crisis* c. Activate dormant blog and hotline 4. Promote a. Sudden Expected, but not now d. Prepare statements of Integrate with traditional accurate information media to drive awareness b. Smoldering ongoing, blowing up e. Address media and viral a. Use key channels and influencers c. Bizarre Unexpected, reports immediately to target: Employees, Media, never thought of Customers, Influencers b. Dont try to control the *Ashcloud message. Influence only. was a mix c. And be transparent, and of sudden 5. Assess eliminate rumors and bizarre d. Join forces with other airlines, a. Evaluate, honestly airports and authorities to b De-brief internally, inform the public and with the customers c. Prepare for future The chemical properties of an aviation crisis 1. Everything 2. People 3. Personal 4.Brand 5. Give happens demand dialogue is detractors love first. at lightning hyper- as important have the Then seek speed transparency as message same tools favors. delivery www.SimpliFlying.com

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Infographic - Five steps to successful crisis managment for airlines, in the age of social media [PDF]

  • 1. 1. Prepare 5 steps to successful crisis Set up mitigation measures 1. Create a cross-functional Crisis management for airlines Communication Team b. Create a dormant blog and a in the age of social media toll-free number to be activated and updated regularly during crisis c. Monitor Conduct online 3. Respond monitoring Update and have d. Cultivate influencers and conversations advocates a. Convene the crisis communication team 2. Identify b. Start immediate search for Identify The type of references to crisis situation crisis* c. Activate dormant blog and hotline 4. Promote a. Sudden Expected, but not now d. Prepare statements of Integrate with traditional accurate information media to drive awareness b. Smoldering ongoing, blowing up e. Address media and viral a. Use key channels and influencers c. Bizarre Unexpected, reports immediately to target: Employees, Media, never thought of Customers, Influencers b. Dont try to control the *Ashcloud message. Influence only. was a mix c. And be transparent, and of sudden 5. Assess eliminate rumors and bizarre d. Join forces with other airlines, a. Evaluate, honestly airports and authorities to b De-brief internally, inform the public and with the customers c. Prepare for future The chemical properties of an aviation crisis 1. Everything 2. People 3. Personal 4.Brand 5. Give happens demand dialogue is detractors love first. at lightning hyper- as important have the Then seek speed transparency as message same tools favors. delivery www.SimpliFlying.com