Social Media Conference

21 March 2012

www.charitycomms.org.uk

#CCsocmed

Coping with a crisis on social media

Hilary Cross

Director of External Affairs

March 21, 2012

Welfare Reform

Daily Politics Show

BBC Two, 15 June, 12:40pm

http://www.bbc.co.uk/news/uk-politics-13779764

• Convened crisis team in office

• Changed spokesperson

• Started tweeting more

• Monitored social media

• Alerted staff, board, helplines etc

• Prepared our response

What did we do?

‘…partisan coordination from a major charity …’

charity

What did we learn?

Move fast

Use your social media ambassadors

Monitor closely

Prepare rebuttal

Keep focus on your story

What did we learn?

Use internal communications widely

Alert partners in same issue

Manage every complaint fast

Dust off your crisis plan

and

Keep a sense of proportion

f.