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Presented at JiveWorld12, October 2012 When a crisis happens how do you know if you’re prepared? If you’ve written a plan you’re probably ahead of the game, but what happens when you actually need to call upon your plan?
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© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Trisha Liu Enterprise Community Manager, HP ArcSight October 10, 2012
Being Prepared – How To Manage Crisis in Social Business
@mor_trisha about.me/mor_trisha
gplus.to/trisha.liu
2 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
Attendee poll
• Who has a crisis plan?
• Who has called upon the crisis plan?
• Did the crisis plan work as expected?
• Who had an ugly experience / learning opportunity?
3 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
HP ArcSight Customer Community
4 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
HP Software Support Portal
5 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
Crisis: Customer System change
Image credit: liquidnight
6 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
Protest 724
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@mor_trisha
The wrong kind of ‘viral’
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8 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
How we rode out the storm
Crisis Mode
9 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
Acknowledge
Image credit: B Rosen
10 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
Be empathetic
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11 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
Don’t sugarcoat
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12 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
Don’t be defensive
Image credit: Sean MacEntee
13 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
Find answers and post them
Image credit: EssG
14 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
Escalate issues internally
Imag80e credit: kennymatic
15 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
Adding fuel to the fire
Internal Challenges
16 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
Can we delete comments?
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17 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
Who does what?
Imag credit: Marc_Smith
18 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
What went well
The Good
19 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
Community members helping each other
Image credit: Cristian Bernal
20 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
Regular updates
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21 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
FAQs written and posted
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22 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
Private
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23 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
Strong relationship with Social Media Manager
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© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
How we could have been better prepared
The Bad / Lessons Learned
25 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
Predicted and expected negative feedback…
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26 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
… but didn’t train for it
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@mor_trisha
Where are the decision makers?
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28 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
What’s the crisis plan?
Image credit: Marco Pulpolux !!!
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@mor_trisha
Crisis plan (draft)
Recap
30 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
Recap
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31 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
@mor_trisha
Crisis plan (draft)
Planning:
• Educate on the importance of constructive criticism
• Identify key roles, responsibilities, players
• Role play, train on mock crisis situation
• Get decisions makers and executives into the community early
Response:
• Acknowledge
• Be empathetic, compassionate, honest, transparent
• Create FAQ docs based on the feedback
• Escalate internally to co-create better processes
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Thank you!