#CU12: Managing negative criticism on social media: What to do when it goes pear-shaped - Kate...
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• How to/can you prevent a social media disaster • Key elements of a crisis plan • Anatomy of a social media crisis • How to respond to negative sentiment • Questions
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13-Sep-2014 -
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Technology
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It is inevitable that at some stage someone might say something negative about your organisation. Kate's session will show you how to respond to negative criticism and see it as an opportunity for feedback. You’ll understand when to respond, delete or block and when not to, and take away practical strategies to include in your social media crisis plan.
Transcript of #CU12: Managing negative criticism on social media: What to do when it goes pear-shaped - Kate...
• How to/can you prevent a social media disaster
• Key elements of a crisis plan• Anatomy of a social media crisis• How to respond to negative
sentiment• Questions
In short…..you can’t prevent a backlash on social media.
1.Be social and friendly….but don’t cross the line
2.Be clever and sometimes cheeky…..but beware being politically incorrect
3.If you are going to make a controversial announcement, be prepared
4.Beware of emotive topics positive sentiment – should be oknegative sentiment – not worth the risk
5.Focus on delivering the best service you can and give your communications the attention they deserve…..& LISTEN!
76% of social media crises could have been averted - Altimeter
Breast Cancer charity in the US
Give out $1 million a year in grants to organisations that support women who can’t afford mammograms
Discontinued funds for Planned Parenthood ($680,000)
Major backlash across all social media channels
Picked up on international news
Senior VP of Policy resigns
Public apology and reversal of decision
VIDEO
You can’t change what happens when your campaign goes pear shaped……
Anyone can take your messageand share it, change it or ridicule it.
Focus on how you are going to respond.
VIDEO
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