Social media crisis workshop 22 may - presentation

DMA presentation Tamara Littleton, CEO, Emoderation and Polpeo @tlittleton @emoderation and @polpeo

Reputation is the #1 risk

A recent Deloitte survey of 300 global company executives cited reputation risk as their single biggest risk concern. This was “due in large measure to the rise of social media, which enables instantaneous global communications that make it harder for companies to control how they are perceived in the marketplace.”

That risk doesn’t always come from where you expect – it might not be your own issue. Waitrose was attacked by Greenpeace because of its partnership with Shell

It led to a coordinated attack with hashtags

Combined with stunts they broadcast on Twitter

The threat can be from an employee as with the HMV example http://immediatefuture.co.uk/blog/hmv-a-social-media-crisis/

Product backlash http://adage.com/article/digitalnext/bic-avoided-bic-social-debacle/236905/

The Reddit Effect

Eight key points to remember during the crisis

Speed Strategy Know your roles – ensure there is a leader Take control Remember your tone of voice Stay calm – don’t be goaded Choose your battles wisely Collaborate

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