crisis management in a multi-channel world

Crisis Management in a multi-channel world

Resolving the ownership of Social Media

Nick SharplesFounder and CEO

Agenda

• Understand the recent proliferation of digital channels and techniques that have the potential to derail your organisation's crisis response

• Examine some of the human and structural issues preventing effective crisis management planning

The New Multi-channel Paradigm

• The Marketing revolution – content marketing

http://www.youtube.com/watch?v=4NyXzir2yKg

www.theconversationprism.com ©Brian Solis and JESS3

The New Multi-channel Paradigm

• The Marketing revolution – content marketing• The Data Explosion and the rise of Big Data

The Data Explosion

The New Multi-channel Paradigm

• The Marketing revolution – content marketing• The Data Explosion and the rise of Big Data• Consumer Expectations and Twitter Time

The New Multi-channel Paradigm

• The Marketing revolution – content marketing• The Data Explosion and the rise of Big Data• Consumer Expectations and Twitter Time• The monitoring and responding challenge

Recent Crises

Agenda

• Understand the recent proliferation of digital channels and techniques that have the potential to derail your organisation's crisis response

• Examine some of the human and structural issues preventing effective crisis management planning

EgoInfluence

Status

Legacy

A Possible Approach

A four step process for most companies:– Establish a Social Media Steering Committee– Engage the Committee in addressing, understanding

and resolving any social media issues around any potential crisis.

– Modify the Crisis Plan having secured consensus and engagement from the Committee.

– Present back the modified plan to the Steering Committee and secure approval, then implement any changes using the authority of the Committee to drive through any changes needed.

Social Media Steering Committees

• Multi disciplinary (Corp Comms, Marketing, Digital, Customer Services, Community Management, HR, Legal,etc)

• Set Strategic direction, guiding principles• Establish ownership, accountability, roles and

responsibilities (and what they mean)• Develop the business case for funding if

required

Crisis Management in a multi-channel world

Resolving the ownership of Social Media

For more information about CrisisVu, please go to www.CrisisVu.com , follow us on Twitter @CrisisVu or call us on:

+44 (0)207 125 0802 or+44 (0)7786 114 870

Nick SharplesFounder and CEO