How social media has changed crisis communications
12
Crisis Communications using Social Media Ann Wright Rough House Media
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21-Oct-2014 -
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Slideshare of a speech I gave at a Social Media Summit in Guildford about the impact of social media on crisis communications, and how to use social media in crisis communications
Transcript of How social media has changed crisis communications
Crisis Communications using
Social Media
Ann WrightRough House Media
What counts as a crisis?
Bad weather
Angry employee Staff sickness
Mistakes
They can happen to anyone …
o Free o Open accesso Publico Instantaneouso Impossible to control
Has social media changed the game?
How has it changed the game?
o Most journalists on Twitter
o Citizen journalistso News often breaks first on Twitter
o Journalists monitor social media
A ticking time-bomb?
o Bad news can go viral
o Forum for complaints
o Can’t control what is posted
Online bomb disposal?
o Under your control
o Vital communications channel
o Conveys information widely
o Immediate
How do you prepare?
o Crisis comms strategy
o Social media policy
o Accounts activated
o Staff sign-upo Policy should forbid leaks
Defusing a bomb (negative comments)
Respond promptly, but not in anger
Don’t delete
Be constructive Don’t be abusive or offensive
Take the discussion off-line if necessary Know when
to duck out
Defusing a bomb (a major crisis)
Monitor & respond
Give regular updates
Stay constructive & factual
Be accurate & approved
Quash speculation
Co-ordinate website & social media
Media Training Crisis Management
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The training packages were excellent - thorough, carefully researched, tailored to individuals.
Designed to build confidence and enhance strengths as well as address weakness across a range of interview and media scenarios.
A good investment in premium training delivered by highly experienced professionals.
o Crisis management strategy
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Crisis Communications Services
020 8332 6200 [email protected] roughhouse.co.uk twitter.co.uk/roughhouse01
And finally …
