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© Copyright 2011, The NASDAQ OMX Group, Inc. All rights reserved. ON THE DARK SIDE Social Media in a Corporate Context 15 November 2012

On the darkside, presentation from Sam Cookney at Social Media in a Corporate Context

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Dark sites are becoming an increasingly important part of a company’s crisis communications plan. Pages, microsites, and whole 'command and control' crisis centres are increasingly ready and waiting for potential disasters to strike. Because when crises erupt, the communication often evolves at a frightening pace, with that pace being driven by social. This session, led by NASDAQ OMX, looks at dark sites in general but also on building in proactive social tools with those sites so crises-related conversations can be monitored, steered and hopefully contained.

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Page 1: On the darkside, presentation from Sam Cookney at Social Media in a Corporate Context

© Copyright 2011, The NASDAQ OMX Group, Inc. All rights reserved.

ON THE DARK SIDE

Social Media in a Corporate Context

15 November 2012

Page 2: On the darkside, presentation from Sam Cookney at Social Media in a Corporate Context

WHY NASDAQ OMX?

Page 3: On the darkside, presentation from Sam Cookney at Social Media in a Corporate Context

THE DARK SIDE

Page 4: On the darkside, presentation from Sam Cookney at Social Media in a Corporate Context

Measure a crisis by the impact it could

have on your organization

Manage two things:

1. The Information

2. The Message

Respond Quickly

Take responsibility

Be accessible

Be honest

CRISIS MANAGEMENT FIRST PRINCIPLES

Page 5: On the darkside, presentation from Sam Cookney at Social Media in a Corporate Context

THE VICIOUS CIRCLE OF COMMUNICATING IN A CRISIS

Lack of accessible information

No time to formulate consistent messages

Time absorbed answering

phone calls

Journalists call

Page 6: On the darkside, presentation from Sam Cookney at Social Media in a Corporate Context

THE CIRCLE OF SUCCESS WITH MULTICHANNEL MESSAGING

Website, email and social

channels used to keep media

informed

Journalists are able to self –

service for key information

Comms team able to reduce

low value inbound calls

More time to plan response and formulate

messaging

Page 7: On the darkside, presentation from Sam Cookney at Social Media in a Corporate Context

THE 3 P’S OF CRISIS COMMUNICATION:PEOPLEPLATFORMPOLICY

Page 8: On the darkside, presentation from Sam Cookney at Social Media in a Corporate Context

PEOPLE

• Right team in place• Who’s the key audience?• Empower staff on social media

Page 9: On the darkside, presentation from Sam Cookney at Social Media in a Corporate Context

PLATFORM

• Familiar• Fire-power• Secure• Multi-channel distribution• Analytics

Page 10: On the darkside, presentation from Sam Cookney at Social Media in a Corporate Context

POLICY (REPRODUCED FROM SOCIAL MEDIA INFLUENCE HTTP://HTTP://SOCIALMEDIAINFLUENCE.COM/)

Page 11: On the darkside, presentation from Sam Cookney at Social Media in a Corporate Context

Keep it simple

DARK SITE – THE CRISIS EXPRESS LANE

• Home/Statement page• Social media feeds• Key information/FAQ• Media area• Contact details• Site map

Page 12: On the darkside, presentation from Sam Cookney at Social Media in a Corporate Context

MARKETING THE SITE – AN OWNED MEDIA CHANNEL

Page 13: On the darkside, presentation from Sam Cookney at Social Media in a Corporate Context

CONTROL THE MESSAGE – WHAT’S REAL?

Page 14: On the darkside, presentation from Sam Cookney at Social Media in a Corporate Context

FINALLY – DON’T ACCIDENTALLY HIT ‘PUBLISH’

Page 15: On the darkside, presentation from Sam Cookney at Social Media in a Corporate Context

Sam Cookney

Associate Director, Communications and Marketing

NASDAQ OMX

[email protected]

Mobile: 07785 615 653

THANK YOU!

Page 16: On the darkside, presentation from Sam Cookney at Social Media in a Corporate Context

PHOTO CREDITS – CREATIVE COMMONS LICENSE VIA FLIKR

Dark side of the moon

http://www.flickr.com/photos/d3l/3681854235/

Nelson's Column, Trafalgar Square

http://www.flickr.com/photos/kevinpoh/6920255769/

Dive

http://www.flickr.com/photos/joeshlabotnik/516341295/

Statue of Liberty

http://mashable.com/2012/10/29/fake-hurricane-sandy-photo