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A presentation by Nick Sharples, CEO of CrisisVu on the challenges facing crisis managers in the new multi-channel world. In this world, in which marketers are increasingly taking ownership of social media channels within the enterprise, the question of who owns or controls social media in a crisis is one that demands clarity and transparency. For more information about CrisisVu, please go to www.CrisisVu.com , follow us on Twitter @CrisisVu or call us on: +44 (0)207 125 0802 or +44 (0)7786 114 870
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Crisis Management in a multi-channel world
Resolving the ownership of Social Media
Nick SharplesFounder and CEO
Agenda
• Understand the recent proliferation of digital channels and techniques that have the potential to derail your organisation's crisis response
• Examine some of the human and structural issues preventing effective crisis management planning
The New Multi-channel Paradigm
• The Marketing revolution – content marketing
http://www.youtube.com/watch?v=4NyXzir2yKg
www.theconversationprism.com ©Brian Solis and JESS3
The New Multi-channel Paradigm
• The Marketing revolution – content marketing• The Data Explosion and the rise of Big Data
The Data Explosion
The New Multi-channel Paradigm
• The Marketing revolution – content marketing• The Data Explosion and the rise of Big Data• Consumer Expectations and Twitter Time
The New Multi-channel Paradigm
• The Marketing revolution – content marketing• The Data Explosion and the rise of Big Data• Consumer Expectations and Twitter Time• The monitoring and responding challenge
Recent Crises
Agenda
• Understand the recent proliferation of digital channels and techniques that have the potential to derail your organisation's crisis response
• Examine some of the human and structural issues preventing effective crisis management planning
EgoInfluence
Status
Legacy
A Possible Approach
A four step process for most companies:– Establish a Social Media Steering Committee– Engage the Committee in addressing, understanding
and resolving any social media issues around any potential crisis.
– Modify the Crisis Plan having secured consensus and engagement from the Committee.
– Present back the modified plan to the Steering Committee and secure approval, then implement any changes using the authority of the Committee to drive through any changes needed.
Social Media Steering Committees
• Multi disciplinary (Corp Comms, Marketing, Digital, Customer Services, Community Management, HR, Legal,etc)
• Set Strategic direction, guiding principles• Establish ownership, accountability, roles and
responsibilities (and what they mean)• Develop the business case for funding if
required
Crisis Management in a multi-channel world
Resolving the ownership of Social Media
For more information about CrisisVu, please go to www.CrisisVu.com , follow us on Twitter @CrisisVu or call us on:
+44 (0)207 125 0802 or+44 (0)7786 114 870
Nick SharplesFounder and CEO
