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Crisis communications, #BrandVandals and some plain talking. A presentation for Upload Lisbon
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1 | 11.04.2023
Can a brand evertruly be social?
Crisis communications, #BrandVandals and some plain talking
Stephen Waddington
2 | 11.04.20232 | 11.04.2023
So let’s talk about it
@wadds wadds.co.uk #uplx2014
3 | 11.04.2023
Welcome to the party
Source: Ketchum
4 | 11.04.2023
Media change
Source: Stephen Waddington
5 | 11.04.2023
The audience answers back
Source: Stephen Waddington
6 | 11.04.2023
#BrandVandals
7 | 11.04.2023
#BrandVandals
8 | 11.04.2023
#BrandVandals
9 | 11.04.2023
#BrandVandals
10 | 11.04.202310 | 11.04.2023
Managing a crisis
@wadds wadds.co.uk #uplx2014
12 | 11.04.2023
Meet public expectation
Image source: Patagonia
13 | 11.04.2023
Risk audit Team Workflow Training Test,
test, test
Best practice preparation
14 | 11.04.2023
Listen: monitoring and alerts
Image source: Dave Carroll
15 | 11.04.2023
Assess the situation
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Develop a response
17 | 11.04.202317 | 11.04.2023
Careless talk
@wadds wadds.co.uk #uplx2014
18 | 11.04.2023
Nice but dim
Source: Condescending Corporate Brand Page, Facebook
19 | 11.04.2023
Daft
Source: Kenneth Cole tweet uses #Cairo to promote Spring collection, Huffington Post
20 | 11.04.2023
Automation
Source: Learning by doing it wrong, KLM
21 | 11.04.202321 | 11.04.2023
Social brands
@wadds wadds.co.uk #uplx2014
22 | 11.04.2023
Social brands
Image source: Greggs
23 | 11.04.2023
Social brands
Image source: Greggs
24 | 11.04.2023
Social brands
Image source: Paul Fabretti / Telefonica
25 | 11.04.2023
Customer service conversation
26 | 11.04.2023
Customer service conversation
27 | 11.04.2023
Customer service conversation
28 | 11.04.2023
Customer service conversation
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Customer service conversation
30 | 11.04.2023
Customer service conversation
31 | 11.04.2023
Customer service conversation
32 | 11.04.202332 | 11.04.2023
Being social
@wadds wadds.co.uk #uplx2014
33 | 11.04.2023
Media relations
Influencer relations
Branded media Community Social
Business
Stages of social development
34 | 11.04.2023
A personal story
Image source: Stephen Waddington
35 | 11.04.2023
Maslow's Hierarchy of Needs
36 | 11.04.2023
baby: no profiles and still find social media all a bit baffling and new-fangled
child: on the most popular networks and push out marketing content
teenager: social media as a communication and marketing channel
young adult: two-way engagement, likely communication, marketing and customer service. Integrated systems
grown up: the truly social organisation. Mature work-flow
The media of me
37 | 11.04.2023
Thank you
Listening and planning should be the start point for any social media activity
Social media is human media. Automate and industrialise with extreme care
Be brave. Challenge your organisation. Do the best work that you can
38 | 11.04.202338 | 11.04.2023
Can a brand evertruly be social?
Stephen Waddington@wadds
wadds.co.uk
