Improving Communications During a Crisis - and beyond

Communication Boot Camp:Improving Communications During a Crisis And Beyond

Simon Young, CEO, syENGAGE Ltdwww.syengage.com

The new converged media landscape

Blogs / Communities: Geekzone, Throng, Interest.co.nz, etc.http://openparachute.wordpress.com/nz-blog-ranks/

Newer platforms: e.g. Pinterest,

Google+

Foreign language platforms/media: e.g. Sina Weibo

NZ’s social media landscape

What’s your POEM?

How do you create culture change?

• Stories (Myths)

• Rituals

• Symbols

• Tribes

What does that mean?

• Stories (Myths) - case studies, anecdotes

• Rituals - e.g. Tweet of the week from our customers

• Symbols - e.g. Twitter counter screen

• Tribes - e.g. brown bag lunches

Ensuring a fast response

• Ideal case study

• Problem, response, solution

• Mapping customer touchpoints

Listening Tools

Google Alerts

Hootsuite

Radian6

Oracle Social

Meltwater Buzz

JamiQ

Google Analytics Social Flow

Influencers

• Gladwell vs. Watts: Influencers vs. Influencable

• Tools to identify influencers (blunt instruments: Klout, Kred, Peerindex)

Dashboards

• 3 basic categories: responding, monitoring and deep analysis

Where can I buy a cow? I am worried about the quality of all the milk powder in the market.

Takeaways...• Where is your company in social media, and

where is social media in your company?

• What’s your network map? Who are the real influencers inside your company?

• Who are your external influencers, and how are you finding them?

• How are you monitoring the social web?

Thank you...

Simon YoungCEOsyENGAGE Ltdwww.syengage.com/simon