SOCIAL MEDIA CRISIS COMMUNICATION HOW TO STAY ONE STEP AHEAD Claudia Tluk, Social Media Manager
Welcome message from author
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
SOCIAL MEDIA CRISISCOMMUNICATIONHOW TO STAY ONE STEP AHEAD
Claudia Tluk, Social Media Manager
INTRO
CLAUDIA TLUKSOCIAL MEDIA MANAGERAT BRUSSELS AIRLINES FOR 6 YEARSMARKETING / CUSTOMER SERVICE / COMMUNICATION@CLAU_TLUK
MAGRITTE
AIRPORT
CHALLENGESSYMPATHY AND CARE
FIRST PRIORITY : WOUNDED COLLEAGUES & PASSENGERSSTRANDED PASSENGERS
OPERATIONS25.000 GUESTS/DAY — EASTER WEEKENDMOVE TO ANTWERP/LIÈGE/ZURICH/FRANKFURT
RECOVERYAIRPORT REOPENINGPOLITICAL LOBBYMEDIA RELATIONS
OUR COMMUNICATION
CRISIS CHECKLISTFIRST MESSAGES TO THE OUTSIDE WORLD (URGENCY)
SOCIAL MEDIAPRESSCEO COMMUNICATION
INTERNAL COMMUNICATIONCUSTOMER COMMUNICATION
WEBSITESOCIAL MEDIASERVICE CENTER
FIRST CRISIS RESPONSE
OUR COMMUNICATION
TRANSPARENCY
FAMILY FEELING
POSITIVITY
SOCIAL MEDIA BEFORE 22/3
1 PERSON FOR MARKETING & COMMUNICATION
2 AGENTS FOR CUSTOMER SERVICE
200-300 DAILY INCOMING MESSAGES
SOCIAL MEDIA CRISIS TEAM
SCALED UP TO A TEAM OF 45
2 TEAMS IN ENGAGOR
COLLEAGUES WITH SPECIFIC TASKS
POSITIVE SPIRIT
ENGAGOR DASHBOARD TO KEEP UP THE SPIRIT
AMOUNT OF QUESTIONS ANSWERED
UNIQUE USERS HELPED
COMPLIMENTS
COMPLIMENTS@manjilpsaikiaThank you very much. I understand the situation. I am very impressedby your social media response and wish everything settles back to normal.
@jeanvanwetter@FlyingBrussels well done to all of you, you do a great job in difficultcircumstances.
Anne MarklundI understand you have enormous amounts of mails coming in but I have to tell you how EXTREMELY impressed I am of you all at Brussels Airlines. Thanks once again!
Agatha VdpThanks so much Wendy! Fabulous! I’ve got my ticket- great job to all the Brussels Airlines team!
@boeleke_op_reisBe proud @FlyingBrussels! Cannot have been easy. Everybody was so friendly and patient. Thumps up!
THE NUMBERS
QUESTIONS AVAILABLE COMPLIMENTS
BACK TO BUSINESS
DOWNSCALE AFTER FULL RETURN TO BRUSSELS
BACK TO NORMAL COMMUNICATION
DIFFERENT VIEW
MANAGEMENT HELPED ON SOCIAL
MEDIA
SEEING IS BELIEVING
SOCIAL MEDIA ROOM
HOLISTIC APPROACH
THROUGHOUT THE CUSTOMER JOURNEY
INVOLVE ALL DEPARTMENTS
CENTRAL SOCIAL MEDIA KNOWLEDGE HUB
NEW CRISIS PROCESS
ALWAYS READY
MORE FOCUS ON CUSTOMER EXPERIENCE AND SOCIAL
JUMPSEAT PROGRAMME
CRISIS TIPS
CHECKLISTGREY PROFILE PICTURE AND COVER PICTURE
CHECK LATEST POSTS
STOP ADS
STATEMENT TEMPLATES
CRISIS TIPS
ENGAGOR AND SOCIAL MEDIA MINI COURSETONE OF VOICE (INFORMAL / NAME / EMPATHY)
SOCIAL MEDIA RISKS
TWITTER 101 (HANDLES / HASHTAGS / LINKS)
HOW TO RECOGNISE A POSSIBLE PR FIRE
ENGAGOR FUNCTIONALITIES
FAQ’S
CRISIS TIPS
TEAM SET UP
TOOL SET UP
CRISIS EXCERCISE
BENCHMARK OTHERS
THANKS FOR LISTENING
ANY QUESTIONS?
Claudia Tluk, Social Media Manager
Related Documents
