Social Media First-Aid Kit

By chrismyers @myersca

Introductions

+Name+Affiliation+Comfort level, experience+Learning interest

You will learn

+Social media dynamics+Positives and negatives+Famous (infamous) emergencies+Tools to track social media+How to respond

What this is not

+Official advice+Not a replacement a policy

that should be developed withunit and institutional support

@nikkisunstrum

Social media

Social Media

+Definition+Translation+Power of numbers+Grassroots

Social Media

+Good and bad+Double edge sword+Positives and negatives are

archived and searchable

Driving a big dump truck

Lamp & pickup truck

Photo by dave_7 - CC licensed: http://ow.ly/MtJjF

Case studies

Case study: Horizon Realty

+Moldy Tweet+Sent to about 20 users+Global consequences as word spread

Case study: Nestle

+Palm oil protest byGreenpeace

+Tried to get video pulled+Facebook users threatened+Alienated supporters+Eventually came around

Case study: Ford

+The Ranger Station+Threatened fine and

confiscation of domain+Blog owner asked users take action+Proactive response+Re-tweets

Case study: Justine Sacco

+PR rep+Tweet first think later+11 hr flight

Emergency treatment

Have a strong base

+Ok to not rush in to social media

+Start off on the right foot+Have a plan and get buy in from

unit, constantly update+Build supporters+Awareness

On thin ice?

+Thick skin+Be authentic and truthful+Be polite and correct incorrect

information+Monitor what is being said

Don’t

+Delete*+Criticize*unless justified

You are not alone

+U-M resources+Nikki Sunstrum+Colleagues – Facebook, Google+

+Google

Resources

http://ow.ly/aOVQ8

Wrap-up & Questions