A topic that I haven’t talked enough about is social media as is relates to privacy and crisis. So I was excited when I connected a few years ago with Chris Syme who focuses on practicing safe social media. She even wrote a book about it called Practice Safe Social: How to Use Social Media Responsibly to Protect Your Reputation and Build Loyalty (which I highly recommend by the way.)
Chris has become my social media expert when it comes to using social media in a crisis. I’ve been a fan of hers for a while and I’m so excited for you to hear our conversation. We cover a lot of ground and Chris shares so many great tips and suggestions. There are even a few that I needed to implement ASAP. Enjoy!
In this episode, here’s what we’ll cover:
- Chris shares the crisis story that put her on the path toward becoming a social media crisis and privacy expert.
- Chris’s background at the University level
- Should school’s fear the ‘negative comment’ on Facebook?
- Chris shares a great metaphor for how you should think of your school brand on social media
- The difference between a core fan and a troll
- What you should be concerned about instead of worrying about the ‘negative comment’
- How schools should prepare before a social media crisis
- The importance of knowing the capabilities of each social media channel
- The cycle of a negative event
- The importance of being human on social media
- Why you need a social media triage plan
- The speed with which you need to respond to a social media crisis
- Why you should create a social media response plan before there is a social media crisis
- What engagement means
- Why you should leave comments open on your social media channels during a social media crisis
- Why you should have a social media posting policy
- The importance of monitoring and listening on social media
- How to get started monitoring and listening on social media
- An example of a school that handled a social media crisis correctly
- An example of a school that handled a social media crisis poorly
- When you should call a social media crisis consultant
- 5 best practices to prepare for a social media crisis
- The blurring of lines between personal and business use of social media
- A discussion about whether protected tweets and a private Instagram are truly private
- We talk about Chris’s upcoming online social media training
Items mentioned in this episode include:
- Eastern Washington University Athletics Facebook Page Commenting Policy
- Youtility: Why Smart Marketing Is about Help Not Hype
- Hootsuite Pro – 30 Day Free Trial
- Sprout Social
- Google Alerts
- Talk Walker
- Meltwater Buzz
- Practice Safe Social: How to Use Social Media Responsibly to Protect Your Reputation and Build Loyalty
- Earn a free course: Practice Safe Social Training Camp
- Chris on Twitter
- Chris on LinkedIN
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Do you have a social media privacy or crisis question? Ask Chris now.