Managing a social media crisis

Advice on processes for managing crisis communications online

We’ve recently seen two different formats of helpful guidance on social media governance.

First, here are the recommendations from the SMI11 conference where Neil Chapman and Chris Reed share their insight into the ways BP and Eurostar, among other companies, have learned from social media fallout.

The event organisers have published this nice infographic to summarise the process visually. The company is also promoting a course where you can learn these skills first-hand.

Second, Altimeter who provide lot’s of practical advice for managing social media marketing in larger organisations have this new deck on the same topic:

I hope you find these useful if you work in a larger organisation which has to think through these issues – witness the problems BK, Nestle, Habitat and Vodafone faced last year.