Managing “Oh $%!#” Social Media Moments

In the early days of social media, a ranting, unhappy customer on social media was viewed as a major crisis situation. Now, social media plays a key role in brand communications during real-world, brand-breaking crisis situations. And it isn't just the Fortune 500 that are exposed. Companies large or small can quickly find themselves scrambling on social media thanks to a rogue employee, operational interruption, Act of God or political scandal. So, how can companies plan for the unplannable and quickly implement a recovery plan? This session will provide key takeaways on how you can beef up your social crisis planning and communications strategy, told through the lens of real companies facing tough, unplanned situations. We’ll walk you through real crisis events, the recovery plans put in place, the media's role in spreading the news and the mistakes made when trying to communicate on social during a moment of true crisis. At the end of this session, you’ll be able to:

• Build an effective framework for managing crisis responses
• Implement (3) critical crisis planning strategies to help prepare your brand
• Identify the right social media tech stack to help support social media crisis management efforts