Crisis Communication Management – The PR Superhero

Meltwater-Infographic-mod3

 

If you haven’t clicked on the above given image, do it NOW! The above infographic, which unfortunately refuses to display full size, is the best thing you can ever come across if you are a PR person.

In a world where digital communication can be sent at the drop of a hat, this ten step process is the ideal toolkit to have in place for emergency situations. According to meltwater.com, “A real PR crisis is a negative story about your brand that has gained momentum, has reached a critical stage and threatens the reputation of your brand/business. (Cowlin, 2014) So basically when someone’s talking bulls**t about your brand and you need to fix it!

Below are the 10 steps for you to follow when a crisis needs saving from a PR superhero. –

Step 1 – Inhale, Exhale, Repeat

You need to relax to think straight. Maybe some breathing would help, don’t you think?

Step 2 – Circle the Wagons & Sound the Alarm

Inform the entire PR team including all officials such as customer service or social media members of what has happened and how you want to take charge of it. Also, let everyone know not to respond to any social updates till any concrete decisions are made.

Step 3 – Investigate What Happened

Find out EXACTLY what happened, not a story your neighbour made up. The four main things you need to be informed of are; what happened, what the public thinks happened, how the public reacted and what channels need immediate attention.

Step 4 – Understand the Business Impact

Figure out how your actions will affect your business or brand. You don’t want your emergency decision to cause more harm than good.

Step 5 – Listen Up

Keep track of the reactions of the media and public. The questions you need answered at this point are how big is the issue, how many people are talking about this incident, what is the overall sentiment, are people supporting your or against you, is the media reacting and if any stories have been published.

Step 6 – Decide on Corporate Position and Messaging

After gathering all your information using the first 5 steps, decide the stance your brand is going to take in the current situation.

Step 7 – Make Decisions on Channels of Distribution

Finalise the media channels you will use to let everyone know of your position and decide what communication your social media team should respond to and how. For example –

  • Social updates individually or as whole
  • Individual inquiries through email or phone
  • Sending out an email blast to your clients and subscribers
  • A corporate blog post
  • Through a press release

Step 8 – Get the WORD OUT

Act on the decisions you made in step 7.

Step 9 – Monitor Reaction and React as Needed

Analyse how the public is responding to your message and decide how you respond to them as well as if the situation is still a crisis.

Step 10 – Learn from the Process

The things you learn from a real-life situation, you can never learn at university or from a website. Make the most of your learnings to avoid the situation in the future.

 

I’m not even a PR student, but this info graphic made SO MUCH sense to me. Hope it helped you too!

Reference –

Cowlin, M. (2014). Infographic: 10 step crisis communication management. Retrieved, 2014, Retrieved from http://www.meltwater.com/public-relations-blog/crisis-communication-infographic/

 

Social Media Management – How important is it?

In a world where you would need to turn off the wifi in your homes to get the family to gather in one place, yes, social media management is absolutely essential for every brand that exists.

Social Media Management has created a whole new department of jobs in every firm which means the ever-growing population might actually have jobs now! Woo-hoo!

Considering how active I personally am on social media platforms, I cannot even fathom how easy it is for a brand to reach me and people like me by just having an online presence. However, this presence needs to be monitored and modified to the target market. You cannot advertise old-age homes to a student who hasn’t even entered the workforce yet. This is precisely why brands do need social media management along with a qualified and efficient social media manager.

Having been a part of the Social Media Tactics class has helped me learn a lot more about major online platforms which has now helped modify how I would write copy for a brand’s Facebook page, and to be honest, how I currently write on my own Facebook profile as well.

As they say, once you post something on the online universe that is the internet, it stays there forever. If that’s the case, I say we all need to keep track of the quality of content we upload. Nobody want’s a stupid status from 8th grade suddenly show up do they? (Yes, this happened to me over the weekend.) Also, there’s an app called Scrubber that will now save you from putting up work that’s NSFW! Have a look at it on the link given in the references. (Koman, 2014)

Until the next post 🙂

Reference:

Koman, T. (2014). New App Warns You If Your Social Feeds Are Too NSFW. Retrieved 2014, from http://www.cosmopolitan.com/entertainment/news/a28522/scrubber-app-nsfw-social-feeds/

Google+ – Why do you even exist?

Most people I know would probably be asking the same question that forms the title of this post. However, the one thing we don’t realise is that Google + is a lot more than just Google+ or G+. It’s the entire Google family.

Have you ever used Google Chrome, Google Play or YouTube? All of these require you to make a Google account, or smartly put, a Google+ account. I personally don’t even remember why and when I made one, but the only time it actually struck me was when I opened my browser window and had the Google logo modified into party mode wishing me Happy Birthday! Les-be-onest (Pitch Perfect Reference!), I was flattered for the first 5 seconds, but post that was when I started to get creeped out wondering how they remembered or even knew my birthday. And also, the fear of what else they knew. I’m not a serial killer or anything but it was still something I worried about. That’s when I noticed the Google+ logo in the corner with my ID logged in. Stupid, Anjan.

“Google says it has more than 300 million monthly users, which is more than Twitter at 240 million, but Nielsen has found people spend little time on Google Plus.” (Sloan, 2014) I have never in my life had anyone ask me if I had a Google+ account. Never. But then again, almost every single person I know uses YouTube. Well played, Google.

Reference:

Sloane, G. (2014). Google Plus Just as Popular as Twitter in U.S., Study Says. Retrieved 2014, from http://www.adweek.com/news/technology/google-plus-just-popular-twitter-us-study-says-156645

 

LinkedIn – The Work-verse

Every second lecturer or tutor I’ve met at University, has asked me if I had a LinkedIn account. And when I said I didn’t, they would immediately flip! So I finally got one.

To be absolutely honest, I’ve had my LinkedIn account for a couple of months now but I only just updated it to my most recent work profile last night. I’ve never been really active on it, but when I did actually update everything yesterday, I started to add all these people as my connections and my profile was on a roll! I had people I didn’t know viewing my profile and that made me realise how essential it was. You never know when a potential employer is looking through your profile and could help you land your dream job, right?

Also, I did find this article online which I believer outlines everything about LinkedIn I’d want to say. I will mention the highlights on here and you can read through the entire piece using the link mentioned at the end. So here are the 15 LinkedIn Mistakes You Can Easily Avoid. (Shane, 2014)

Mistake #1: Having an Unfinished LinkedIn Profile

Mistake #2: Posting an Inappropriate Picture, or Worse, No Picture

Mistake #3:  Connecting to People, Then Immediately Trying to Sell Them

Mistake #4: Using Inaccurate Career Information

Mistake #5:  Not Including Dates and Brief Job Descriptions in Your Experience

Mistake #6: Infrequent Status Updates

Mistake #7: Over Posting Daily

Mistake #8: Asking for Recommendations From People You Barely Know

Mistake #9:  Sending Direct Spammy Stuff

Mistake #10: Posting Overly Negative Comments

Mistake # 11: Being Too Self Serving in Groups

Mistake #12: Not Including Links to Your Key Sites on Your Profile

Mistake #13: Not Personalizing Your LinkedIn Profile URL

Mistake #14: Using LinkedIn Like Facebook or Instagram

Mistake #15: Not Personalizing Your Connection Requests or Personal Messages

 

I’ve definitely learned a thing, or five from this post and I hope this helps you too!

Reference:

Shane, D. (2014). 15 LinkedIn Mistakes You Can Easily Avoid. Retrieved 2014, from http://smallbiztrends.com/2014/06/linkedin-mistakes-to-avoid.html