Social media has major role to play in a crisis, firms told
Wednesday 26th October 2011, 3:00PM BST.
Eileen Brown at the Royal Yacht Hotel presentation as Judith Lewis addresses the audience
NOT one of the local businesses that sent delegates to a conference to learn about social media had a policy in place on how to respond to a crisis through social media.
This fact emerged during a session conducted by Eileen Brown, who provides social media strategic consultancy for clients including Microsoft UK, Bing, Ernst and Young and Hard Rock Café.
Ms Brown, who used to work for Microsoft UK in social media, highlighted the dangers firms open themselves up to by not having a strategy in place. She said that planning for a crisis can help to defuse the impact for corporations and that companies should have a structure in place to deal with incidents.
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This article hasn’t really defined ‘crisis’. Are we talking business crisis (service disruption) or community crisis (earthquakes, tsunamis etc)?
Either way, you just have to look at the impact social media had on this year’s big events (New Zealand earthquakes, Japan Tsunami / Earthquakes). The only way for people on the ground to communicate with the outside world was through social media. And this works both ways (info gathering for people in the crisis area).
For a community to have strategies in place is essential, but it needs to be led by the government. Real-time data transmission is vital and the use of mobile access to social is where things actually turn in a crisis.
What this article doesn’t cover is the need for people in disaster situation looking for leadership and information from reliable sources. Questions such as “What should I do next”, “Can i drink the water”, “where do i get food from” are front of mind. This is also the case in other forms of crisis (whether business related such as service withdrawl etc). And this then leads onto local business too. What do you do when your business suddenly stops operating? What about the staff? What about customers?
If you want to see the impact of social media on a crisis situation first hand, check out #eqnz on twitter. Every time there was an aftershock, #eqnz began trending based on community response.
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Breaking news, shock horror – consultant says companies need consultant.
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