Online Crisis Management

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    24-Jun-2015
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How to handle a crisis which comes from internet? Don't use merely law approach. Consumers today is more horizontal, collective, and able to fight you back.

Transcript of Online Crisis Management

  • 1. online crisis management

2. 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 3. Prita Mulyasari saya dan suamisaya sudah terlalu lelah mengikutipermainan kebohongan mereka photo: TheJakartaHerald.com 4. Evan Brimob"Polri gak butuh masyarakat, tapimasyarakat ygbutuh Polri ...."photo: Facebook.com 5. Luna MayaInfotemnt derajatnya lebihHINA dr pd PELACUR,PEMBUNUH!!!may ur soul burn in hell. photo: KapanLagi.com 6. 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010? 7. Data October 2009, by InternetWorldStats.com 8. Customer prefers to tell bad news rather than good news 9. Why does NEGATIVITY happen oninternet? 10. 1 Netizen is realpeople too. 11. 2 Web 2.0 (collectivity & integrated) 12. 3 Pseudo name consequence. 13. 4 Theres no abuse &such acrimeperfectbadproductproduct. bad service& support 14. 5 types of customer Jeremy WrightSaboteur Occasional sufferer Reluctant consumer Regular customer Evangelist 15. Public Relations Today 16. Tool 17. Partner 18. Role 19. Goal 20. Aggressiveness 21. Keep an eye! 1. Emails and comments onyour web 2. Posts and comments oncustomers web. 3. Posts and comment onnewsgroups. 4. Notes, posts and commentson social media. 5. Posts and comments onforum. 22. Significance ProximityMagnitude Itll Getting BIGGERTimelinessif 23. Negativityis like fire You dont want to see it getting bigger 24. So respond itimmediately! 7 days = good for 10 years ago1 day = good for few years ago less than 1 hour = conversation! 25. Follow SolutionupAdmitHow to respond negativefeedback? 26. But check itDoes it suitsmy vision- before!mission- value? Someoneelse says the same?Is he my Is it logic? segment?Hoax? 27. photo: PapaBerkumis.WordPress.com 28. Hermawan Kartajaya and the airlines service photo: Hermawan.TypePad.com 29. Dominos Pizza and 30minutes guarantee 30. Todaynegativityis nota threat!Its an opportunity! 31. THANK YOU for listening www.samdesign.com/surabayaresearch & slide Brahmanto Anindito brahm@warungfiksi.netManaging Director SAM Design