CFEB Social Media Workshop - Managing Crisis Communication

CFEB SOCIAL MEDIA WORKSHOPOMG!!!...MY AGENCY HAS A CRISIS

- MANAGING COMMUNICATIONS USING SOCIAL MEDIA

Frankie Cervantes@frankie645

frankie@helloagd.com

#SMCFEB

Common Forms of Social Media

News aggregators Blogs Podcasts Q&A Forums – Expert Databases Wikis Geo-location Virtual Worlds Photo-sharing Video-sharing Slide-sharing Social Bookmarking Instant Messaging Social Networks

Content is King. Context Rules.

MessagingIt's not WHAT you say but HOW you say that makes thedifference

Online Media

Return? Awareness & Presence Website Traffic Contacts

Research. Listen. Monitor. Research. Listen. Repeat.

EVERYONE is a publisher.Content sharing....

Transparency Authenticity Authority Personable Interesting Relevant Valuable Easily accessibility

LeverageYour Existing Relationships

Brand Advocates

Influencers

Your Digital Rolodex Industry Peers Colleagues Media

5C’s of Crisis Communication

Clarity Control Concern Confidence Competence

Why Use Social Media in a Crisis?

Two-way Communication is More Credible

Instant Updating

Release Core Information Facts – Blog, Facebook, Twitter Photos on Flickr Videos on YouTube Documents on Scribd Presentations on SlideShare

Search Tools

Social Mention SocMetrics 48ers Ice Rocket; Technorati (blog search) Socialbakers.com CheckFacebook Google Trends People Search

Spokeo, Pipl, YoName, etc.

Google+ Create a Google+ Page Consistent Messaging Audience

Google Search – Circles (media, colleagues, industry peers) News on the web Public posts

Hangout Real-time Multiple Contacts

FacebookGlobal Audience: 812,170,420

Facebook Fan Page Communicate

Photos Video Contests

Timing Need Help?

usgovernment@fb.com (content questions, including removing ads from your

government Facebook fan page)

Source: CheckFacebook.com

Twitter

Hashtags #SMCFEB 111 Characters Short URLs (track & measure)

Timing Listen. Search.

Followers Create Lists

Industry Peers Colleagues Media Interests

Why Blog? Your Audience Reads Your Blog Key Messaging Tells a Story Human Touch Helps Build Relationships Share Content

Tools Tumblr Wordpress Blogger LiveJournal

http://armylive.dodlive.mil/http://blog.tsa.gov/

Where Are You Now?

On-Site Crisis Geo-location Applications

Foursquare Instant location updates

Facebook Twitter

#SM Management Tools

News Aggregators NetVibes Google Reader

Bottlenose - “You should be surfing the stream, not drowning in it.”

Seesmic

Tweetdeck by Twitter

HootSuite

Social Media RevolutionIII

Questions

frankie@helloagd.com@frankie645