Embed Size (px)
Citation preview
Up next
Carolyn KopprashChief Happiness Officer, Buffer
@CaroKopp #userconf
H.A.C.K.E.D Handling a crisis with knowledge, efficiency,
and dialogue
Carolyn Kopprasch Buffer
@CaroKopp
@CaroKopp #userconf
@CaroKopp #userconf
@CaroKopp #userconf
@CaroKopp #userconf
@CaroKopp #userconf
@CaroKopp #userconf
@CaroKopp #userconf
@CaroKopp #userconf
1: Make sure customers look to you for the latest.
!
(Instead of assuming the worst)
@CaroKopp #userconf
@CaroKopp #userconf
@CaroKopp #userconf
2: Tell the whole story (with dated updates)
at one URL that doesn’t change.
@CaroKopp #userconf
@CaroKopp #userconf
@CaroKopp #userconf
3: Email everyone, even if they have not opted in to receive your newsletters.
@CaroKopp #userconf
@CaroKopp #userconf
–Ben Horowitz (@bhorowitz)
“When I was a ceo, I slept like a baby.
I woke up every two hours and cried.”
@CaroKopp #userconf
@CaroKopp #userconf
@CaroKopp #userconf
@CaroKopp #userconf
4: Have the whole team get familiar with
support tools, processes, and voice.
@CaroKopp #userconf
@CaroKopp #userconf
@CaroKopp #userconf
5: During a crisis, extend your Twitter search criteria.
@CaroKopp #userconf
@CaroKopp #userconf
6: Have your whole team turn on
2-factor authentication for GitHub.
@CaroKopp #userconf
@CaroKopp #userconf
@CaroKopp #userconf
@CaroKopp #userconf
@CaroKopp #userconf
So, ahead of time:• Set up a central communication hub
• Invite everyone in the company to get familiar with support tools.
• Make sure you have a system to get in touch with all of your customers, not just the ones on your newsletter list.
• Set up 2 factor authentication on GitHub and check your recent sessions for suspicious activity.
@CaroKopp #userconf
During:
• Use one URL as a “communication hub” for the crisis with dated and timed updates
• Extend your Twitter search criteria to include relevant words
• Share everything.
@CaroKopp #userconf
H.A.C.K.E.D Handling a crisis with knowledge, efficiency,
and dialogue
Carolyn Kopprasch Buffer
@CaroKopp
