Serious Social - How to manage a crisis on social media

From the planning, processes creation and policy development you may need to undertake, we’re going to explore differentiating between issues management and crisis management and knowing the actions you need to take should a crisis occur. Website: http://www.immediatefuture.co.uk Social profiles: ·       YouTube: https://www.youtube.com/user/IFTubes ·       Facebook: https://www.facebook.com/ImmediateFuture/ ·       LinkedIn: https://www.linkedin.com/company/immediate-future/ ·       Twitter: https://twitter.com/iftweeter ·       Instagram: https://www.instagram.com/ifinstas/ ‘Plan for the worst and hope for the best’ is the age-old mantra. So why are so many brands hoping a crisis doesn’t ignite on social? In this episode, CJ is discussing the planning and prep you need to do but hope to never utilise. Recorded live on Facebook on Friday 19th June 2020.CJ – Hello and welcome - thank you for joining us. This morning, we’re going to be discussing how to manage a crisis on social media. Over the next ten minutes or so I’m going to walk you through everything from the planning, processes creation and policy development you may need to undertake, we’re going to explore differentiating between issues management and crisis management and knowing the actions you need to take should a crisis occur. This introduction to managing a crisis on social media is about helping to tee you all up to the tasks you may need to undertake to ensure the commercial impact felt when a crisis occurs is minimal. The information I’m sharing with you has been cultivated from more than a decade of working on some of the most prominent crisis that have taken place with some of the world biggest and most prominent brands. Some of those crises you would undoubtedly be aware of as they became major cross-continent news. As is usually the case with crisis management, stringent NDAs prevent the disclosure of finite detail, but what I can tell you is I’ve worked on some of the most demanding and saddening events. Incidents that have caused loss of life. Other crisis that have prevented family members from getting home to loved ones at Christmas. Projects that have dealt with major product recalls, disruptions due to volcanic eruptions and even brands dealing with data hacks and data thefts.But the projects we’re most pleased with are those that don’t become front page news. The incidents that would have the potential to become a media story creating detractive narratives that impact revenue. And that’s the best place to start - understanding what is and is not a crisis.For full show notes, view our podcast page: http://immediatefuture.co.uk/podcasts/