Post on 24-Jun-2015
description
onlinecrisis
management
200020012002200320042005200620072008
20092010
Prita Mulyasari
“… saya dan suamisaya sudah terlalu
lelah mengikutipermainan
kebohongan mereka…”
photo: TheJakartaHerald.com
Evan Brimob
"Polri gak butuhmasyarakat, tapimasyarakat ygbutuh Polri ...."
photo: Facebook.com
Luna Maya
“Infotemntderajatnya lebih
HINA dr pd PELACUR,
PEMBUNUH!!!may ur soul burn in hell.”
photo: KapanLagi.com
2000200120022003200420052006200720082009
2010?
Data October 2009, by InternetWorldStats.com
Customer prefers to tell bad news rather than good news
Why does NEGATIVITYhappen oninternet?
1Netizen is real
people too.
2Web 2.0
(collectivity & integrated)
3Pseudo name consequence.
4There’s no
such a perfect
product. bad service & support
bad product
abuse & crime
5 types of customerJeremy Wright
Saboteur
Occasional sufferer
Reluctant consumer
Regular customer
Evangelist
Public Relations’ Today
Tool
Partner
Role
Goal
Aggressiveness
Keep an eye!
1. Emails and comments on your web
2. Posts and comments on customer’s web.
3. Posts and comment onnewsgroups.
4. Notes, posts and commentson social media.
5. Posts and comments onforum.
Significance
Magnitude
Timeliness
Proximity
It’llGettingBIGGER
if …
Negativityis like fire
You don’t want to see it getting bigger
So respond it immediately!
7 days = good for 10 years ago1 day = good for few years ago
less than 1 hour = conversation!
How to respond negative
feedback?
Admit
Solution
Follow up
But check itbefore!
Does it suits my vision-mission-value?
Is he my segment?
Someone else says
the same?
Is it logic? Hoax?
photo: PapaBerkumis.WordPress.com
Hermawan Kartajayaand the airlines service
photo: Hermawan.TypePad.com
Domino’s Pizza and 30 minutes guarantee
Today negativity
is nota threat!
It’s an opportunity!
THANK YOUfor listening
www.samdesign.com/surabaya
Managing Director SAM Design
research & slide
Brahmanto Aninditobrahm@warungfiksi.net