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Edición España.

Social Media as a Crisis Communication Tool during the Icelandic Volcano Eruption

23 abril, 2010 Premium
Interesante presentación de Corinne Weisgerber sobre cómo las diferentes aerolíneas utilizaron las redes sociales para informar (o no) a sus clientes ante la crisis aérea provocada por la nube volcánica. También habla sobre cómo la empresa debería reaccionar ante los diferentes tipos de crisis.
Otras presentaciones de la misma autora, en este enlace.

Transcripción de la presentación
Social Media as a Crisis Communication Tool during the Icelandic Volcano Eruption 
  1. Using Social Media for Crisis Communication #ashtag
  2. Types of Crises
  3. self-provoked crisis
  4. self-provoked crisis smoldering crisis
  5. self-provoked crisis smoldering crisis malicious attack
  6. self-provoked crisis smoldering crisis organized attack malicious attack
  7. Natural Disaster unpredictable but known risk
  8. ?
  9. lack of information ?
  10. lack of information + short decision time ?
  11. lack of information + short decision time = ? lots of uncertainty
  12. lack of information + short decision time Public motivated to reduce uncertainty = ? lots of uncertainty Uncertainty avoidance leads to increased info seeking Response in first 24 hrs determines success Need for good crisis communication
  13. ? Crisis communications is a branch of PR that is designed to protect and defend an individual, company, or organization, usually from a reactive response, facing a swelling public challenge to its reputation, brand, and community. All that"s required to ignite a negative firestorm is a spark from a single voice or an organized congregation. - Brian Solis ?
  14. Crisis Communication 101 ? Put the public first ? Take responsibility for solving the problem ? Be honest ? Monitor news coverage & telephone inquiries ? Never say ?No comment? ? Provide a constant flow of info ? Communicate with key publics ? Be accessible
  15. Call centers can"t handle that many requests: Need for alternative communication method
  16. 5 Cs of effective crisis comm. ? Concern ? Clarity ? Control ? Confidence ? Competence
  17. Defense Offense (accomodating)
  18. Defense Offense (accomodating) ? Attack accuser ? Deny crisis ? Excuse
  19. Defense Offense (accomodating) ? Attack accuser ? Ingratiation: appease ? Deny crisis ? Corrective action ? Excuse ? Full apology
  20. How are airlines dealing with this crisis Work in pairs ? Pick one airline ? Check their social media sites
  21. Video message from CEO & President
  22. Q&A tab added to Facebook page
  23. Proactive post
  24. No #ashtag hashtag
  25. #ashtag hashtag caught on Not all airlines used #ashtag though
  26. Keeping publics updated even when there is no new info
  27. Minimizing responsibility for crisis - putting it in perspective
  28. Shifting blame?
  29. How stranded travelers are using Social Media to Cope #getmehome #roadshare #putmeup
  30. #getmehome
  31. Crowdsharing rides home
  32. #putmeup
  33. Aggregation Live blog on Tnooz: Included official Twitter accounts from a string of airlines and other organisations
  34. Facebook group for stranded travelers
  35. Credits: Dr. Corinne Weisgerber St. Edward"s University Blog: Email: Twitter: @corinnew

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