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Monday kicked off Vancouver’s Social Media Week! The event takes place from September 24th to 28th in 13 cities around the world!
Five events took place – yep, five – and another 25 will round out the week!
Tonight I had the opportunity to attend ‘Crisis and Issues Management in Social Media’ hosted by 6S Marketing. A few of BC’s top companies came together to share best practices as it related to customer engagement, transparency and building online communities.
The evening featured Katie Dreschel (@kat_drex) from Telus, Robert Willis (@mrrobertrobot) from Translink, Rhonda Nowak from Vancity, Wayne Racine (@wayneracine) from LondongDrugs and Amber Turnau (@amberturnau) from 6S Marketing.
The always entertaining, Chris Breikss, Co-Founder of 6S Marketing moderated the panel.
In my opinion, the event was an outstanding success. The panelists did an exceptional job at communicating their ideas, representing their respective companies and engaging with the audience. The content was current and kept the attendees on their toes.
A few takeaways:
- You can’t stop a social media crisis but you can mitigate incidences. Build a community, listen and monitor, respond quickly.
- Be hyper-transparent; admit when you’ve made a mistake.
- Use humor to turn negative encounters into positive ones!
- Establish social media ground rules and a crisis management process. Be proactive and talk through potential situations that could come down the line.
- Set ground rules on your social media channels. What are your dealbreakers when interacting with the community (eg. swearing, abuse, threatening behavior, etc)?
- Gain social media buy-in from senior management teams by reporting on success and failures, go beyond follower counts and clicks.
The experts continually reinforced that social media is about creating relationships, being human and interacting with heart.
Amber ended the evening with a quote:
”The more you sweat in peace, the less you bleed in war.”
– George S. Patton
The statement hit home for many in the audience, reinforcing the importance of being proactive in the social media realm. Build the community before you need it, focus on the positive and be prepared for the day when adversity comes knocking on your door.
Miss the session? You can check out the recording on W2 Media’s livestream page.
Interested in participating in this week’s events? Check out the schedule and sign up for a session!
Unable to attend any of them? Tune into the #SMWvan hashtag for the play by play.