Protecting your reputation in an online age: social media crisis simulations - presentation by Insignia Communications

How social media has changed crisis management: video

Social media presents a major reputational risk

Reputational risk from social media is cited as a material risk by 50% of risk managers and a bigger cause for concern than cyber attack.

Federation of European Risk Management Associations, November 2011

Many businesses are unprepared for this threat

The consequences can be very damaging

Nestle make a difficult situation worse by responding aggressively to criticism on its Facebook page

The consequences can be very damaging

NatWest endured a social media backlash when it failed to solve a technical problem OR communicate effectively with its customers

The consequences can be very damaging

An offensive tweet by a Vodafone employee appeared on its Twitter feed and went viral – the company has to apologise

The consequences can be very damaging

Shell fell victim to an online spoof: millions see the fake “advertising campaign”

The consequences can be very damaging

LA Fitness was forced into an embarrassing climbdown when an online campaign led by celebrity Tweeters secured a refund for one member

So what’s the solution?Learning through experience of a real social media crisis is

one option – but it’s high risk

A social media crisis simulation provides the same learnings – but without the pain

Insignia’s social media crisis simulation

Provides experience, skills and confidence to protect your reputation in the event of a real crisisOffers a safe and controlled learning environment Features a bespoke scenario designed for your business to ensure realism and relevanceUses an online model which feels just like real social mediaIncludes immediate responses to your decisions from social media experts simulating the public and other stakeholdersDelivers powerful learnings and increased reputational resilience

Insignia’s social media crisis simulation

Delegates log on to a secure site and access a dashboard

Insignia’s social media crisis simulation

A crisis begins to emerge via social media e.g. a video is posted showing product tampering

Insignia’s social media crisis simulationDelegates see the situation escalating via online channels

Insignia’s social media crisis simulation

The story spreads to online media and blogs

What happens next is down to your team!

Through the social simulation, you will:

Experience what it feels like to endure a social media crisisLearn from your mistakes in a safe environmentDevelop practical skills to communicate effectivelyBuild confidence to succeedGain a clear understanding of how to use social media channelsDevelop a tone of voice which resonates in a social media crisisAppreciate the impact of communication on stakeholdersAssess implications for your current social media policiesEnsure your reputation is better protected

About Insignia CommunicationsThrough communication consultancy, planning, training and implementation, Insignia creates and sustains reputational value.

If you want to build a powerful, enduring reputation through a deep understanding of your stakeholders and communication strategies which effectively influence them, Insignia can help.

Creating a reputation is only half of the challenge. Reputation protection is essential if you are to sustain the business in the face of a crisis or issue. Insignia develops crisis communication plans and resources to be used if the worst happens. More importantly, we offer crisis management training to create a team of people with the skills, knowledge and confidence to protect your reputation.

Our business is built on a bedrock of expertise in our specialist areas of reputation management and protection. This expertise, high standards of client service and our values mean that clients trust us to give good advice and always deliver against our promises. And unlike the stereotypical consultancy, we are down to earth and easy to work with: put simply, our clients enjoy working with us.

Without a strong reputation, you will never fulfil your business potential; lose your good name and you may not even survive. Insignia unlocks the power of communication to maximise the value of your reputation and ensure that it is well protected.

Why all businesses should conduct a social media crisis simulation: video

Contact Details

Jonathan Hemus, Insignia CommunicationsEmail: [email protected]: @jhemusinsigniaPhone: 0786 832 9102