Crisis Management on Social Media; How to Respond to a Social Crisis Effectively

By the end of the Crisis Management on Social Media  course, you will be able to:

• Understand how social media is changing crisis communications
• Draft the framework to manage a social media crisis
• Identify and assess online reputational vulnerabilities
• Establish 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
• Move From Crisis to Opportunity
• Manage crisis without further escalation

• 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

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: Responding to Customers & Stakeholders

• 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: Monitoring System

• 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

Interactive presentation, workshop based simulations, case studies and open discussions. 

(Fee inclusive of Buffet Lunch, Refreshment, Welcome Pack, Training Materials & Certificate of Achievement)

Upon successful completion of this program, you will receive a Certificate of Achievement.

Payment mode:

1. ONLINE PAYMENT by Credit card: You can opt to register and pay online with our latest payment integration system through our website.

2. BANK IN CHEQUE
Bank in and then scan the Bank-in slip and email to us before the course commence to confirm your seat.
Courier your cheque payment to our Finance HQ.
*Note that we DO NOT take any payments during the event.
3. BANK IN CASH:You can also pay by cash through bank-in our company bank account.
4. Telegraphic Transfer- You can also opt to use GIRO or telegraphic transfer of payment via international banks.

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Office: +603 8074 9056
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