Overview
A social media crisis can occur anytime, whether your brand is on social media or not. While brands may already be marketing on social media, insufficient resources are often allocated to social media crisis management. Unlike traditional crisis scenarios, social media crisis is swift, amplified and often hard to manage as everything occurs in real-time. Without sufficient preparations, brands can often damage their valuable brand equity. Moreover, such preparations to manage a crisis on social media are only effective before there is any semblance of a crisis brewing. So the big question is – what should we do when things come crashing down?
This workshop offers brand owners and marketers a strategic framework that can be easily adapted to the needs to any organisation. Through a combination of presentation, case studies and a simulation exercise, it will arm attendees with the right mindset and understanding to plan, prepare and manage social media crisis effectively.
Learning Outcomes
By the end of the course, you will be able to:
- Understand How social media is changing crisis communications
- Fully appreciate the framework to manage a social media crisis
- Identify and assess online reputational vulnerabilities
- Must-have social media crisis and issues communications protocols
- Classify different types of social media crisis and plan and allocate your resources accordingly
- Develop social media policy and guidelines using scenario planning and case studies
- Moving From Crisis to Opportunity
-
Understand how to manage the crisis without further escalation
Who Must 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
Course Details
Day 1: 9.00am - 5.00pm
MODULE 1: Social Media and Ethics
• Social Media Policy and adherence
• Understanding copyright and creative commons
• Disclosure and Transparency
• Social Media risks and rewards
Module 2 : Understanding Types of Crisis
• Conventional crises which now play-out differently
• Crisis 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
Module 3:The Anatomy of Social Media Crisis
• The categories of Social Media Crisis
• The levels of Social Media Crisis
• The life cycle of Social Media Crisis
• The influencer impact on Social Media Crisis
Module 4: Creating the right tone of communication
• Creating socially acceptable behaviour
• Managing accessibility
• Creating a plan
• Managing a 24/7 information stream
• How to appear transparent, visible and accessible
Module 5: The Social Media Crisis Plan
• Assessing Social Media Issues and Risks
• Managing and mitigating issues and risks
• Social Media Escalation Plans
• Handle Negative Publicity on Social Media Forums
Value Exchange Session: Case Studies on (Brief about the case studies)
Day 2: 9.00am - 5.00pm
Module 6
• 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
Module 7
• 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 Wordpress
• A look at the processes required to use these tools effectively
Module 8: Crisis Communication and Management
• Internal Communication
• Media Communication
• Influencer Communication
• Communicating on Social Channels
• Crisis Scenario Planning
Value Exchange Session: Case Studies (Brief about the case studies)
Methodology
Interactive presentation, workshop based simulations, case studies and open discussions.
Course Leader
Or
We have a faculty of specialist and can cater to your organisation's different levels and specific needs.
For training and advisory services, feel free to contact us at info@itrainingexpert.com or call us at +603 8082 3707 | +603 8074 9056 | +6012 6869 628 | +6018 2175 123
Testimonies
Investment
In house arrangement only.
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Please contact us at +6012 6869 628 | +603 8074 9056
Email: info@itrainingexpert.com
Payment mode:
Payment must be 100% upfront upon confirmation.