JamiQ Crisis Monitoring Package

Crisis MonitoringPackage

Types Of Crisis1. Unexpected Crisis

You have no clue it’s coming. Often a major issue affecting your customers or stakeholders that is uncovered by the public or the media. You had no time to prepare for it, you have to make an immediate communication decision.

Example include: product faults, system failure, environmental disasters, protests and strikes.

2. Anticipated CrisisWhen you know internally that major changes are about to take place. Most of the time these issues have to be revealed to the public by law. This gives you time to prepare your messaging, but a public response if inevitable.

Examples include large scale down-sizing, ousting of CEO, employee fraud, etc.

The Battleplan

1. Crisis Monitoring 2. Crisis Response 3. Crisis Management

Listening Messaging Workflow

Local Voice Strategy Feedback

Buzz Communication Senior Management

Trends Tactics Decision Making

Research Media Relations Reputation Management

Data Stakeholders Management Public Perception

Sentiment Spokespeople Stakeholders

Market Data Influencers Branding

Why You Need A Tool For Crisis Monitoring

1. When a full-blown crisis starts, the chatter in social media often multiplies quickly. Can your team track all the conversations as they evolve in real-time?

2. Can you get data specific to a localized market?

3. Can you get a rough read of the sentiment of what people are saying?

4. Can you really tell your clients you have your finger 24/7 on things as they are happening?

Real-time Crisis Monitoring: DBS Network FailureExample

Later spike due to amplification of news coverage in local media.

83% of the buzz around this crisis comes from Microblogs.

Spike forms as people realize ATMs and Internet Banking are down. 95% of the posts are from microblogs like Twitter and Plurk.

Real-time Crisis Monitoring: DBS Network FailureExample

DBS CEO apologizes on webpage, and story is covered on front page on both Straits Times and Business Times.

Just when all the chatter had died down…

Real-time Crisis Monitoring: IBM gets dragged into the crisisExample

DBS CEO’s apology mentions failure of IBM to keep the system up. Local and international jumped on this story.

Few mentions of IBM when the system first went down.

Real-time Crisis Monitoring: IBM gets dragged into the crisisExample

Dramatic increase in negative mentions of IBM.

At first not much blame was given to IBM.

Best PracticesKeep a generic Topic of your brand running consistently. This ensures you have ready data when a crisis strikes.

Crisis started at 3am, but we didn’t manage to capture data until noon.

Who started noticing the issue first? Was the buzz created in Twitter? Blogs? Video? Photos?

Best Practices

JamiQ Crisis Monitoring Package1. Keep a generic Topic of your brand running on JamiQ’s software.

2. When a crisis hits, give us a call and we will examine the data for insights to be used in your messaging and evaluate the severity of the situation.

3. JamiQ’s social media analysts will provide twice daily email updates of the situation. Once at 11am and another at 5pm.

4. Weekly round up reports will be issued containing a summary of the situation on the social media. This includes:

i. Buzz trendingii. Sentiment trendingiii. Media type break downiv. Identifying top influencersv. Issues summary

5. Client can log into JamiQ.com for real-time data tracking.

Twice-Daily Email Updates

To: [email protected]: [email protected]

Subject: Crisis Monitoring for DBS (11am)

Date: 5 June 2010

This morning we noticed a massive spike in mentions of DBS in Singapore. Majority of them were complaints about the inability to access ATMs and Internet Banking. The public has realized that this is a network-wide failure and new about this inconvenience is spreading quickly on microblogging platforms such as Twitter.

Top Links:

Technical glitch affects DBS & POSB online system for over seven hours. ATMs also went down.http://twitter.com/mrbrown/statuses/17799257259

TSK TSK! What a breach of trust. No longer trustworthy I would say... (DBS, POSB ATMs breakdown)http://twitter.com/RedSeo/statuses/17798863236

Is DBS ibanking cocking up seriously????... http://twitter.com/Undivined/statuses/17785561736

Example

Sample of JamiQ’s Customers

About JamiQ

JamiQ is Asia’s leading social media monitoring and measurement solutions provider. JamiQ’s multilingual social media monitoring platform provides the most comprehensive coverage of the social media in Asia.

JamiQ uses advanced data mining methods and natural language processing technology to produce real-time buzz trending, sentiment detection, influence scoring, and market segmentation, giving you the critical insights you need for immediate and strategic decision-making.

Contact JamiQ

Benjamin KoeHead, Client Leadership

[email protected]+65 6536 0906 (office)+65 9181 7128 (mobile)

67 South Bridge RoadLevel 3Singapore 058697

Chan Chi-LoongDirector, Client Leadership

[email protected]+65 6536 0906 (office)+65 9435 5224 (mobile)

67 South Bridge RoadLevel 3Singapore 058697