Social Media Crisis Management Training

This one day training course and workshop will teach what to do in order to create a crisis management plan that is social media compliant and effective when so exposed via online platforms and channels. It will also provide an understanding of how customers and citizens use social media to vent opinions and give feedback, as well as how organisations can respond in crisis situations, including areas such as correcting negative brand perceptions as well as removing abuse and spam content on social media platforms. 

Social media has changed the way we look at crisis management. There are many examples of large reputable brands going through challenging times and poorly dealing with crises, especially in the digital domain.

A huge percentage of issues now start within social media platforms and spread through this space very quickly. Social media has become the preferred outlet where opinion is formed and also where a crisis is managed, in a very public manner. Therefore, if businesses and organisations have not made their crisis management plan social media compliant, it may now be ineffective and out of date.

Course Programme

• Understanding types of crises
• Conventional crises which now play-out differently
• Crises created by use of social media by customers, citizens or employees
• ‘Own goals’ triggered by organisations misuse of social media
• The importance of speed of response
• Creating socially acceptable behaviour
• Managing accessibility
• Creating a plan
• Managing a 24/7 information stream
• Creating the right tone of communication
• How to appear transparent, visible and accessible
• Avoiding appearing as a remote and inflexible organisation
• What is digital activism and who are digital activists?
• How to respond to ‘radicalised’ customers or stakeholders
• The importance of monitoring
• A look at available monitoring tools
• A lesson in establishing a real-time monitoring dashboard
• A practical session to establish a basic dashboard for each participant
• Managing real-time publication
• A look at the tools required to manage real-time information publication
• The role of platforms such as Twitter, Facebook and Youtube
• A look at the processes required to use these tools effectively
• A practical session to design a system of tools specific to each participant’s institution

Who Should Attend

• Senior Executives
• Management Staff
• Web Designers and Developers
• Sales and Marketing Staff
• Marketing Executives
• Junior Digital Marketers
• Marketing Graduates
• Business Development Managers
• PR Professionals
• Advertisers
• Event Organisers and Managers
• Promotions and Customer Service
• Managers
• Online Marketers
• Digital Strategists
• Business Owners