social media crisis management

SOCIAL MEDIA CRISIS MANAGEMENT • Social Media Use While a majority of institutions of higher education use social media, few use social networks for crisis communications. Of those surveyed: When it comes to spreading the word on campus, young people and social media are a natural pair. Despite that, surveys reveal that a majority of universities don't use social media when they may need it most. Crisis Communications 96% 80% to 100% use Facebook to 94% use Twitter Colleges frequently need % of schools that used to enact their crisis social media for crisis and 85% communication plans: issues management In the last 12 months: of schools have crisis enacted their policies Not at all Quite a bit 42% 1-3 times communication policies + not much + extensively enacted their policies 79% 4-6 times 59% of those policies address the use of social media in a crisis 62% 18% 58% 18% 56% 22% 2010 2011 2012 65% 66% 5% didn't know if there were any conversations reported that potential reputation-damaging events were discussed in traditional media reported that potential reputation-damaging events were discussed in social media social media channels Respondents said their crisis communication plans include the following: about them on 90% media relations crisis plan web How to get STARTED 59% 89% 99% dark or emergency email notification Text emergency website message alerts according to CKSyme.org: 56% social media monitoring plan When a crisis arises, social media can be an amazing tool to share and respond to information quickly. Here's how to get started along with some best practices: Select and implement a social media monitoring system Develop a social media policy Implement a social media management system Best practices Respond to tweets, mentions and Find ways to turn negative comments and Establish comments in a situations timely manner around registration or affiliation of campus social media accounts Develop a crisis response plan and prepare responses Train your social If necessary, ask media team to customers to Authorize deal with emergencies contact you privately for more in-depth discussions a community manager for campus social media For more information, visit: http://cksyme.org/social- media-research/ Sources: ONLINE COLLEGES Using Social Media in a Crisis: Higher Education Results #SocialMedia and Advancement: Insights From Three Years of Data | blog.case.org| parature.com |socialmediaexaminer.com | webseoanalytics.com Information provided by: http://www.onlinecolleges.net/