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