Crisis Communication and Social Media

Hello, everyone~

today the topic that I'm going to discuss is "Crisis Communication and Social Media".

What is Crisis Communication?

Picture Source: http://travelnewsnepal.com/opinion/crisis-communication-to-minimize-human-induced-hazards/

Crisis communication is the effort taken by a company(especially Public Relations) to communicate with public and stakeholders when an unexpected event occur that could have a negative impact on the company's reputation. Normally, Public Relation function to  save an organization’s reputation against various threats when the organization having crisis communication. Crisis communication usually involves tools like press conferences, media relations and social media. The main purpose of Crisis Communication team is to protect the brand identity and maintain the organization’s firm standing within the industry. Crisis Communication specialists strive hard to overcome tough situations and help the organization come out of difficult situations in the best possible and quickest way.

 

Importance of incorporating social media into crisis communication plan:

1. Immediately response 

During crisis, an immediate response to the public is essential. Social media is an online platform that enable information to spread speedily without times and space constraint and it is allow public to share their dissatisfaction in both positive and negative sides. Thus, incorporating social media to response during crisis is important in order to alleviate further damage to the victims in the crisis.

2. Effective two-way communication

Social media allow two way communication between an organization and public. The organization or the PR of the organization can have a direct interaction with the audience during crisis. Social media is a communication tool that provide two ways communication allow the social media users to communicate with other. 

3. Monitoring situation

Social media can be used as a tool to monitor the situation after a crisis happened. Therefore, by monitoring the feedback on social media, an organization can come out a better strategies to solve the crisis. Public Relation Practitioners (PRP) always advised to use the social media to monitor the response of the audience and can reply the audience immediately. The Public Relation Practitioner can come out better strategies and tactics to handle the crisis.

Example of crisis communication on social media

There are few example of picture are show the crisis in air-flight industry, thought the picture we can see that how the PRP and the spoke-person of the companies are using the social media to handle the crisis.   

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References:

http://www.managementstudyguide.com/crisis-communication.htm

http://www.businessdictionary.com/definition/crisis-communication.htm



New Media Planning

Hello everyone,

 topic this week I am going to discuss is the important steps in good new media plan. 

picture sources: http://www.gittyupgo.com/marketing.htm

6 Step to make a good new media plan

1. Set Objective

objective is one of the important thing in a new media plan, it play an important roles in order to give a clear path of what you intend to achieve as a benefit of new media.

2.Prepare anew media platform list

Platform is a way or place you place you message to the public. Decide a platform have to be more carefully because a suitable platform can help you widespread your business. The example of platform is Facebook, YouTube, Twitter and so on. 

3. Target Audience

Target audience have divided into two categories, the internal audience and external audience. What is internal audience and external audience? The internal audience is those employees and they stakeholder in the company and the external audience is those public. In the previous step if we use the suitable platform than only can reach large amount of the audience. 

4. propose new media strategies and tactics

Strategies and tactic is a thing or idea that you plan to achieve the objective that you are set in the step one. Strategies is something big like idea, and tactic is the activity or thing do to support the strategies. 

5. Gantt Chart 

Gantt Chart show all the step and your plan in to a chart. It is use for plan on upcoming events and also to have a clearly picture for what you need to do next step. Running plan using the Gantt chart can make sure the work can complete on time.

6. Evaluation

The last step to  make a good new media plan is evaluation, evaluation is the most important step  because is use to find out the objective that are set in the first step is that successful or not. Feedback from public is very useful and important to improve.

Reference:

http://www.slideshare.net/poojagurwani/media-planning-15125260

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Handling Online Feedback, Reviews and Dissatisfaction

Bello, 

the topic that i want discuss this week is "Handling Online Feedback, Reviews and Dissatisfaction". 

Example of Air Asia that handling online feedback, reviews and dissatisfaction: 

I think Air Asia has handle very well to all the the online feedback, review and dissatisfaction because all the feedback that public comment Air Asia will reply although they may took more time to reply but they also reply their customer on midnight. Though this we can see that Air Asia really care about their customer and Air Asia also use a very manners way to reply their customer. Beside that, Air Asia also no attempting to hide what their customer comment about their company, they try to help their customer solve the problem.  

Key to handle negative feedback and dissatisfaction: 

1. Apologize
 Do not giving any excuses to the customer, express understanding and empathy without blaming customer . Use a proper and manner way to apologize, it will reduce the customer anger and the customer will feel our company is responsibility.   

2. Contact the audience privately
A better way to communicate with costumer who are complaints is offline, by sending the customer a private message. This action can let the audience feel the company care to them and it also can avoid any misunderstanding in the issues.  

3. Quick respond
A company have to set time to reply customer when the customer is make complaint in social media, like every 1 hour check one time the social media pages see have any message from customer and reply it immediately. Quick responds can help to calm the customer who make complaint instead of keep them waiting, quick response is one of the important key to handle negative feedback and dissatisfaction.

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Thank you for reading.

Stay tuned for my next post.

Poopaye!

Criteria of a Good Online Spokesperson

Hello everyone, 

the topic that today we will discuss is the criteria of a good online spokesperson.

what is the criteria of good Online Spokesperson??

1. Knowledgeable

• A good online spokesperson should be knowledgeable about the organization and the products that they are represents. Have knowledgeable about the organization and products also can easy to deliver the message to the audience. Besides that,a good online spokesperson also have be knowledgeable about how to using the social media such as Facebook, Blog, Twitter and so on. 

2. Credible

• Credibility is one of the important to a online spokesperson, a online spokesperson if have enough credible it can make the audience have full trust in what they are say.

3.Good communication skill

•  A good online  spokesperson need to have a very good communication skill, because a online spokesperson job always will need to communicate with the audience. Have a good communication skill can avoid the online spokesperson use wrong communication skill to deliver information and also can let the audience understand what is the message that the online spokesperson delivered. 

 picture source :http://www.wattpad.com/12111757-loving-him-raymond-lam-fanfic-by-wolfen-angel

In my opinion, I think Raymond Lam is the good online spokesperson for the LukFook Jewellery. Raymond Lam is  a very famous actors in Hong Kong and China, he also is singer in Emperor Entertainment Group.

Raymond Lam is a knowledgeable person. He also have high credibility for the public, people will trust what he say. Raymond Lam is a very famous celebrity in Asian, he Facebook have up to 10k people like his pagers. 

picture sources :https://www.facebook.com/fungforeverraymondlam?fref=tsv 

Raymond Lam always will post and update the LukFook Jewellery new product in his Facebook pages.We can see that Raymond Lam had successful become a good online spokesperson and he also fulfil  all the criteria that I mention just now. 

Therefore, I think Raymond Lam is a very good spokesperson for LukFook Jewellery.

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stay tuned for my next post!

See you next week!

Bye-bye.