Archive for the ‘crisis communication’ tag
It’s Friday, so that means it’s time for This Week in Social Analytics and our favorite posts of the past week in the world of measurement, analytics, and social media. See a great piece we missed? Link to it in the comments, or tell us about it on Twitter or Facebook.
“No matter how many shiny tools you master, none of that will help you if you don’t understand your customers.”
“There are two areas you need to focus on in 2014:
1 – Understanding how your customers are using these tools
2 – Understanding how customer behavior is changing because of emerging tools and technology”
“It won’t be long before we’re buying certain products almost exclusively online, even if we’ve demoed them in person.”
“On average, two-thirds of customers need to hear a company’s message 3 to 5 times before they believe it based on Edelman’s 2013 Trust Barometer. This ratio has remained relatively constant for the past few years.”
5 Tips for Creating Social Content That Stands Out [from Edelman; written by Alison Fleming]
“Find the white space that your community fills. Then, find a way to use social content to add value to your community members’ lives. Sure, you’re selling widgets too, but make content so great that people barely notice the product placement. Selling eReaders? Make an online book club. Hawking cameras? Make an online photography gallery. Social content 3.0 has a rich, deep narrative that can only be achieved through insights. Insights -> content -> engagement -> insights. Lather. Rinse. Repeat.”
6 Tips for Managing a B2B Crisis Using Social Media [from Social Media B2B; written by Allison Rice]
“But even though sites like Facebook, Twitter, and LinkedIn may make managing a crisis trickier, they can also help you communicate with your customers, demonstrate your commitment to them and bolster your reputation. In fact, a well-managed crisis can not only help you retain customers, but it can lead to new customers and additional deals.”
Empowering Employees with Social Media Improves Customer Relationships and Grows Revenue [from Social Media Today; written by Brian Solis]
“Organizations can no longer rely on inbound and outbound sales reps, people willing to jump through hoops and obstacles via call centers, or traditional marketing to boost awareness and demand. Customers demand engagement, in real time, and that takes human beings, training, and support.”
Here Is Your Future: 9 Experts Provide 29 Public Relations and Social Media Measurement Predictions for 2014 [from The Measurement Standard; edited by Bill Paarlberg]
“Wait a minute. How about last year’s predictions: How did those work out? As a matter of fact, many, and perhaps most, of last year’s 27 predictions came to pass. You’ll have to judge for yourself, however, which ones were actually Nostradamus-level prescient, as many were either loosely phrased (‘more Facebook commerce’) or very general (‘increasing interest in big data,’ ‘increasing mergers and acquisitions’).”
1 in 5 Social Network Users Likely to Make A Purchase Directly On A Social Network This Year [from Marketing Charts]
“Among Gen Y respondents (born 1980 through 1995), slightly more than one-quarter claimed to be either very likely (13%) or likely (14%) to make a purchase on a social network this year. That figure was matched by Gen X respondents (born 1962 through 1982), of whom 26% are likely to make a purchase.”
Men are also more likely than women to make a purchase directly on a social network (23% vs 14%).
“So what can TV teach us about how your business can use Twitter?
- Companies and brands can use Twitter to provide valuable feedback from their customers and prospects
- Twitter can be used to organise conversations at expos, conferences and presentations
- It can assist in humanizing the brand that reveals the human side of the organisation
- Twitter can include calls to action that ask people to buy, inquire or make booking”
Yahoo’s Tumblr-Based Tech And Food Sites Have Seen 10M Uniques Since Jan. 7 Launch [from TechCrunch; written by Darrell Etherington]
“Tumblr’s user base has grown 30 percent since March last year, Mayer says, and usage on mobile is faring even better, with over 50 percent growth between the same time and today.”
What airlines should look for on Twitter and what to measure, before, during, and after a crisis
Social media is both a blessing and a curse in a time of crisis. While companies are able to rapidly disseminate information, share updates, and directly interact with the public in real time, misinformation can also spread like crazy on platforms like Twitter.
For something as high stakes as air travel, it’s important for airlines and travel companies to have a plan in place should a crisis arise, particularly during the stressful holiday travel season. We have some advice for creating just such a plan, or reassessing it if you already have one.
What to look for on Twitter during a crisis
First, you need to set up a monitoring plan for Twitter. Exactly what you’re looking for will depend on the nature of the crisis you’re dealing with and your communication goals around each type of crisis.
In case of common crisis
For flight delays and stranded, angry customers, for example, you’ll definitely want to focus on catching every mention of your brand on Twitter and doing everything you possibly can to make affected customers feel listened to and understood. If possible, give your customer service representatives on Twitter the power to offer reconciliations: everything from drink tickets, to discounts on future flights, full or partial refunds; even free tickets for a future flight if the situation is bad enough.
This is vital for turning an angry person who swears they will never fly with you again- whether the circumstances of the situation were under your control or not- and someone who will brag about your customer service on the same forum they just used to share their unhappiness, while remaining a customer.
In case of not-so-common crisis
If the situation is more serious- like the recent shooting that happened at Los Angeles International Airport, or a natural disaster like an earthquake- you don’t have to bother to look for misinformation; it will already be out there. Use Twitter as a way to let everyone know you’re aware of the situation, the safety of your employees and passengers, and any updates you can make on the situation, waiting as long as possible to confirm new information before you send it out while still making any corrections as necessary.
In both cases- and the rest of the time, as a general rule of thumb- you should be monitoring not only direct replies to your brand’s handle on Twitter, but also mentions of your company name in any variety of spelling imaginable, any well-known nicknames your brand has (official or not), and the airports you operate from. Depending on your resources, you might want to include the names of prominent employees, such as founders, board members and c-level executives. Something like our TweetReach Pro Trackers will allow you to do this. (We’ll talk more about what to measure in the next section.)
Go the extra mile
Monitoring mentions of the airports you operate from will be vital should a tragic incident such as the LAX shooting occur again, and the rest of the time it will give you an advantage in listening to and addressing problems you might not have caught otherwise. Is a passenger stranded, and you have room on a flight? Even if they weren’t booked on your airline, you’ve probably just won a new loyal customer. If you make someone’s day, you’ve reversed their story of a bad trip gone awry and be more likely to be the first brand on their mind the next time they travel.
What to measure on Twitter in times of crisis, and after
Now that you know what to look for, you need to have a plan in place for how to measure it. What, exactly, should you be measuring on Twitter as a crisis unfolds?
Before; or what you should have set up right now
Ideally you will already have Trackers set up to capture what we mentioned above- tweets directly to your official handle, mentions of your brand in any variety of spelling imaginable, any well-known nicknames your brand has (official or not), and the airports you operate from. If you’re not already doing that, now is the time to implement Trackers or take frequent snapshots (using something like our aptly named snapshot reports) around those terms once a situation arises and begins to unfold.
During a crisis
Often during a crisis situation, a hashtag will be born organically. If you’re being proactive about communicating via Twitter, however, don’t hesitate to create one of your own and immediately set up a Tracker to measure it, or take continual snapshots of the situation. If another hashtag emerges organically, use that one in your messaging as well and be sure you’re tracking both.
After a crisis
If everything flies by too quickly and you’re a small enough team not to have time to set up Trackers or take frequent enough snapshots of the situation, a historical option to capture the entire incident is available. This can also be used to fill in any noticeable gaps in your data once you’ve begun to look through everything you’ve gathered.
In the aftermath of the event, you might also want to track a specific news story (using specific key words from the title if it’s unique enough not to return a lot of noise, or you can track via a specific URL) that went around if it directly involved comments from your brand, or got a lot of circulation with commentary from people passing it around. This will give you a much more accurate read on the sentiment around your crisis messaging, and let you see any missed opportunities as well as highlight every win.
Go the extra mile
Once you have all of this data and you can clearly see how the situation unfolded and evaluate the strength of your response, take it a step further: What can you plan better next time, with this experience? What did you and your team do really well, that you should be sure to praise and also pass on as protocol to new team members? This knowledge can be distilled and turned into training and on-boarding materials for any new communications employees in the future.
If you’re not an airline a lot of these tactics still apply to you; if you’re a hotel, for example, you can offer to put up stranded travelers or victims of a natural disaster or other tragedy. Car rental companies and car sharing services can work out deals to get stranded people home if they don’t have far to go. Tour companies can even offer to keep stranded passengers entertained with local sites while they’re waiting for delayed travel to get sorted out.
The bottom line is to listen and step in where you’re needed, even if you’re not expected to.