Leveraging Radian6 to Develop an International Digital Crisis Plan If your company has employees, customers or partners located in other countries outside of the U.S., it is critical to have an international digital crisis communications plan in place that will help your organization to identify the potential for a crisis andguidelines for how to respond. During this session, attendees will understand why developing a digital crisis communications plan is vital for their businesses, even if not on an international scale, and how Radian6 can be used as the centerpiece of their planning.
- 1. Developing a Digital Crisis Communications Plan
Justin Levy
@justinlevy
2. Our companies are not clones
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3. Dont fall into the trap
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11 Steps to Developing a Plan
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5. #1: Choose and set up your monitoring platform(s)
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#2: Determine your monitoring schedule
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#3: Ensure local language support teams
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#4: Determine what constitutes a crisis
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9. Conversation Severity Grid
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reserved.
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#5: Determine what you WILL respond to
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11. Compliments of your product, service, or people
Recommendations or referrals to products
Customer Service/Support issues or inquiries
Sales leads of product inquiries
Feature requests
Other regular and normal posts or inquiries
What to respond to:
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reserved.
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rights reserved.
#6: Determine what you WILL NOT respond to
13. Sarcastic, snarky or potentially inflammatory or damaging
comments
Discussions/conversations between individuals that mention the
company in which involvement could be perceived as intrusive
Posts in a language that the company doesnt have the appropriate
understanding or resources to respond to
Posts/forum threads that require membership to respond to, unless
its a customer service issue, negative post or misinformation you
need to correct
Posts regarding staff consolidation, compensation or other Human
Resources-related issues
Discussions regarding the legality of an acquisition, timing of a
close and any financial data that is not already made publicly
available
What you should not respond to:
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reserved.
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rights reserved.
#7: Form your digital crisis communications team
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Other Potential Teams:
16. Web Development 17. Customer Insights 18. SEO 19. Sales
