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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.

Social media and crisis communiciations

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.

By Danyl Bosomworth

Dan helped to co-found Smart Insights in 2010 and acted as Marketing Director until leaving in November 2014 to focus on his other role as Managing Director of First 10 Digital. His experience spans brand development and digital marketing, with roles both agency and client side for nearly 20 years. Creative, passionate and focussed, his goal is on commercial success whilst increasing brand equity through effective integration and remembering that marketing is about real people. Dan’s interests and recent experience span digital strategy, social media, and eCRM. You can learn more about Dan’s background here Linked In.

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