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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.
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