Social Media Crisis Management

According to AON’s 2017 Global Risk Management Survey, reputation risk and brand damage remain senior executives number one concern. Between 2000 and 2018 the impact – both negative and positive, on shareholder value of a reputational crisis has doubled. Companies that managed crises poorly in 2000 on average lost 15% of shareholder value over the next 12 months. By 2018 that had doubled to 30%. Companies that managed crises well had a 10% increase in shareholder value in 2000 but in 2018, that had risen to 20%. The primary driver? Social media.

Social media is now commonly used by most companies as a key part of their marketing strategy. They recognize that social media is about engaging and building relationships with consumers. When an incident or product recall happens however, they go silent.

There is no more important time for companies to be engaging with consumers than when they have questions and concerns about the company and its products. There is perhaps no other industry more sensitive to online commentary than the hospitality industry. A study in 2016 showed that a company’s response to negative commentary had the largest impact on consumers view of the hotel and failure to respond at all was the most costly.

Learning Objectives:

By the end of this course, participants will be able to:

• Identify the key principles of incident and crisis management and what causes incidents to escalate
• Respond appropriately to questions and concerns expressed over social media to prevent them from escalating
• Use tools and guides to help assess incidents and develop an effective response strategy
• Monitor social media responses and measure effectiveness
• Practice key skills in a realistic social media crisis simulation

Who will Benefit:

Employees from all industries where engaging with consumers is a key part of their business, particularly food and consumer goods companies will be benefited by this workshop.

• Consumer response managers and representatives
• Brand managers
• Marketing managers
• Quality and technical managers

For More Info:

https://www.complianceonline.com/social-media-crisis-management-seminar-training-80594SEM-prdsm?channel=meraevent