A social media crisis can occur anytime, whether your brand is on social media or not. While brands may already be marketing on social media, insufficient resources are often allocated to social media crisis management. Unlike traditional crisis scenarios, social media crisis is swift, amplified and often hard to manage as everything occurs in real-time. Without sufficient preparations, brands can often damage their valuable brand equity. Moreover, such preparations to manage a crisis on social media are only effective before there is any semblance of a crisis brewing. So the big question is – what should we do when things come crashing down?
This workshop offers brand owners and marketers a strategic framework that can be easily adapted to the needs to any organisation. Through a combination of presentation, case studies and a simulation exercise, it will arm attendees with the right mindset and understanding to plan, prepare and manage social media crisis effectively.
By the end of the Crisis Management on Social Media course, you will be able to:
- Understand how social media is changing crisis communications
- Draft the framework to manage a social media crisis
- Identify and assess online reputational vulnerabilities
- Establish Must-have social media crisis and issues communications protocols
- Classify different types of social media crisis and plan and allocate your resources accordingly
- Develop social media policy and guidelines using scenario planning and case studies
- Move From Crisis to Opportunity
- Manage crisis without further escalation
- Senior Executives
- Management Staff
- Web Designers and Developers
- Sales and Marketing Staff
- Marketing Executives
- Junior Digital Marketers
- Marketing Graduates
- Business Development Managers
- PR Professionals
- Advertisers
- Event Organisers and Managers
- Promotions and Customer Service
- Managers
- Online Marketers
- Digital Strategists
- Business Owners
Day 1: 9.00am - 5.00pm
MODULE 1: Social Media and Ethics
- Social Media Policy and adherence
- Understanding copyright and creative commons
- Disclosure and Transparency
- Social Media risks and rewards
Module 2 : Understanding Types of Crisis
- Conventional crises which now play-out differently
- Crisis created by use of social media by customers, citizens or employees
- ‘Own goals’ triggered by organisations misuse of social media
- The importance of speed of response
Module 3:The Anatomy of Social Media Crisis
- The categories of Social Media Crisis
- The levels of Social Media Crisis
- The life cycle of Social Media Crisis
- The influencer impact on Social Media Crisis
Module 4: Creating the right tone of communication
- Creating socially acceptable behaviour
- Managing accessibility
- Creating a plan
- Managing a 24/7 information stream
- How to appear transparent, visible and accessible
Module 5: The Social Media Crisis Plan
- Assessing Social Media Issues and Risks
- Managing and mitigating issues and risks
- Social Media Escalation Plans
- Handle Negative Publicity on Social Media Forums
- Value Exchange Session: Case Studies on (Brief about the case studies)
Day 2: 9.00am - 5.00pm
Module 6: Responding to Customers & Stakeholders
- Avoiding appearing as a remote and inflexible organisation
- What is digital activism and who are digital activists?
- How to respond to ‘radicalised’ customers or stakeholders
- The importance of monitoring
- A look at available monitoring tools
Module 7: Monitoring System
- A lesson in establishing a real-time monitoring dashboard
- A practical session to establish a basic dashboard for each participant
- Managing real-time publication
- A look at the tools required to manage real time information publication
- The role of platforms such as Twitter, Facebook and Wordpress
- A look at the processes required to use these tools effectively
Module 8: Crisis Communication and Management
- Internal Communication
- Media Communication
- Influencer Communication
- Communicating on Social Channels
- Crisis Scenario Planning
- Value Exchange Session: Case Studies (Brief about the case studies
Interactive presentation, workshop based simulations, case studies and open discussions.
S. Angeline
Bachelor of Software Engineering (Hons), University of Staffordshire
CEO and Founder Of A TECH
Certified Ethical Hacker (CEH)
Computer Hacking Forensic Investigator (CHFI)
Our consultant is an experienced specialist in professional development and digital marketing. She has been spearheading a global development company, primarily the management consulting wing specializing in providing world class professional development, human capital development and social media marketing solutions. She was involved with ensuring progressive growth of the business through management of its Advisory functions. Currently she is the CEO of a digital marketing firm in Malaysia.
Her everyday role entails; strategic planning, managing and leading teams in diverse roles, sales/ marketing/ advisory/ operations management, digital marketing, market expansion strategies, business development initiatives, competitive and market intelligence, determining pricing strategies and control and monitoring of budget/spend of products under the portfolio.
Her unique interpretation of online business allows her to travel the globe as a speaker, trainer and consultant, working with multiple organisations.
She has served participants from:
SIRIM , Malaysia
MATA , Malaysia
Palace of the Golden Horses, Malaysia
Royal Chulan, Malaysia
Bank Islam, Malaysia
B Braun Malaysia
Total Worx Asia
Lafarge Cement
PETRONAS Malaysia
Dragon Oil Dubai
Halliburton
Zimbabwe Power Corporation
Canon
National Bank Of Malawi
PNG Ports Corporation Limited
Qatar Petroleum Company
Qatar Petrochemical Company (QAPCO)
The Tanzania Institute Of Bankers
Alinta Energy Sydney, Australia
Celestica Malaysia Sdn Bhd
Mozambique Airlines (LAM)
Base Titanium, Zambia
Arabian Pipes Co, Saudi Arabia
Al Abdullatif Manufacturing and Investment Co, Saudi Arabia
Saudi Aramco, Saudi Arabia
PNG Ports Corporation Limited
Vanuatu National Provident Fund
La'ala Al Kuwait Real Estate Establishment,Kuwait
Hikma Pharmaceuticals, Jordon
Jordan Bromine Company Limited
To contact Ms Angeline for any speaking, training and consultancy engagements,
Or
We have a faculty of specialist and can cater to your organisation's different levels and specific needs.
For training and advisory services, feel free to contact us at info@itrainingexpert.com or call us at +603 8082 3707 | +603 8074 9056 | +6012 6869 628 | +6018 2175 123.
| Normal Fee |
Early Bird |
Group Fee |
| Sign up 1 pax |
Sign up 1 pax |
Sign up 3 pax or more |
| Pay 1 day(s) before course starts |
Pay 14 day(s) before course starts |
Pay 14 day(s) before course starts |
| MYR 3490 per pax |
MYR 2890 per pax |
MYR 2790 per pax |
| USD 1030 per pax |
USD 850 per pax |
USD 820 per pax |
(Fee inclusive of Buffet Lunch, Refreshment, Welcome Pack, Training Materials & Certificate of Achievement)
Upon successful completion of this program, you will receive a Certificate of Achievement.
Payment mode:
1. ONLINE PAYMENT by Credit card: You can opt to register and pay online with our latest payment integration system through our website.
2. BANK IN CHEQUE
Bank in and then scan the Bank-in slip and email to us before the course commence to confirm your seat.
Courier your cheque payment to our Finance HQ.
*Note that we DO NOT take any payments during the event.
3. BANK IN CASH:You can also pay by cash through bank-in our company bank account.
4. Telegraphic Transfer- You can also opt to use GIRO or telegraphic transfer of payment via international banks.
