Social Media Literacy

Front 1

Crisis Management

Back 1

Processfor dealing with a major event that threatens to harm an organization,stakeholders, public

Front 2

Crisis Management: Reaction Time

Back 2

Beforesocial media = 24 hours

Withsocial media = 1 hour

Front 3

Crisis Management: Elements

Back 3

Howdo we respond to both real and perceived crises.

Whatconstitute a crisis (and what triggers response mechanisms).

Howdo we communicate during the response phase of a crisis.

Front 4

How do you know you’re in a “social media” crisis?

Back 4

Changefrom the norm.

changein tone, sentiments on social media sitesInformationseparation.

companyis as much in the dark as the publicWidespreadimpact.

scale/scopeso large that there is impact at every level

Front 5

5 stages of managing a social media crisis

Back 5

Preparein advance

Isolatethe origin

Evaluatethe impact

Mitigatethe crisis

Learnfrom the crisis

Front 6

Social media policy (what is it?)

Back 6

Alwaysremember: social media is about sharing and collaborating

Whilethere is no cookie-cutter policy, most have similar characteristics

Front 7

Characteristics of a social media policy

Back 7

Trustand respect

Valuedriven

Fluid(change as social media changes)

Avoidzero tolerance (“must” “always”)

Jargonfree (avoid tech language)

Sensible

Friendly

ConsistentClearconsequences (give due process)

Front 8

“Sections” of a social media policy

Back 8

Introduction(includes rationale for policy, need)Mainpolicy points with definitions

Conclusion

Front 9

4 pillars of communication (should sound familiar)

Back 9

Customer Experience: People love to talk about your service and your products. It is the key driver of consumer conversations.

Conversation: It is the goal to converse and not communicate. Listen, ask questions, facilitate the conversations and actively take part in them.

Content: Give people stuff to talk about, but do it in an authentic, positive and relevant way.

Collaboration: Involve customers in everything your company does. Let them be part of your boardroom and let them be involved in your decision making processes.

Front 10

4 rules for developing a social media strategy (look atpower point 14)

Back 10

1.enabling conversations;

2.influence conversations;

3.influence builds the relationship;

4.paranoia is good.

Front 11

5 behaviors of community visitors (and tips for engagingthose visitors)

Back 11

1.Co-producersand leaders

2.Feedbackand links

3.Referrals

4.Browsing

5.Apathy

Front 12

Awareness

Back 12

•How do people in your company usesocial media

–on a continuum of aware to unaware

–employees should complete socialmedia awareness index

•Does two things:1.Tapscollective wisdom of company 2. Engagepeople, stakeholder relationships

Front 13

Employee wisdom (social media awareness index,tool score card)

Back 13

Companyretreat

Web-basedretreat

Townhall meetings

Focusgroups

Blogs

Combineelements

Front 14

7 steps to a social media plan (in book and power point 14)

Back 14

1.SituationStatement – what do we want to achieve and why?2.Objectives– SMART strategy (specific, measurable, attainable, relevant, timely)3.Definethe Audience4.Strategy– what are the campaign components? 5.Tactics- social media sites 6.Timeline– 6 weeks to 6 months•Canbe personal or targeted to a specific product or event7.Budget

Front 15

Social capital

Back 15

refers to the collective value of all "social networks" [who people know] and the inclinations that arise from these networks to do things for each other ["norms of reciprocity"]

Front 16

True or False. People who are politically activeonline are even more active traditionally?

Back 16

False

Front 17

What percentage of American adults took part insome sort of political activity on a social networking site during 2012campaign?

Back 17

39%

Front 18

What is a SWOT?

Back 18

Strengths, Weakness, Opportunities, Threats

Front 19

When making a strategic plan what is an appropriate timeframe to use?

Back 19

6 week to 6-month social mediamacro strategy

Front 20

When making a plan of your objectives there is a SMARTstrategy to use. What does the acronym SMART stand for?

Back 20

specific

measurable

attainable

relevant

timely