16 - Crisis Communication and Social Media Strategies

What is a key factor in writing effective business emails?

A valid purpose.

What should you consider when planning a business email?

Employer policy and the message's content.

What is the recommended structure for social media messages?

Use the 3-step/ACE method: Analyze your audience/goals, Compose your message, Evaluate effectiveness.

What is the Rule of Thirds in social media messaging?

1/3 promotion, 1/3 interaction, 1/3 sharing.

What percentage of social media crises could be avoided with a crisis management plan?

76%.

What should be included in a social media crisis management plan?

Assess risk, respond quickly, and respond genuinely.

What is a common mistake companies make in social media communication?

Using templates or scripted responses.

What are some roles that social media posts can take during a crisis?

Advocacy or adversary roles.

What is the purpose of social media policies for companies?

To address how messages are presented and employee behavior.

What should a social media policy for employees include?

Rules and regulations, roles and responsibilities, legal and security risks.

What is an example of a social media fail involving a company?

Christian Dior faced backlash for using Native American imagery in marketing.

What should companies do to manage negative news on social media?

Have a plan in place and respond quickly.

When might using emojis in business emails be appropriate?

When used sparingly and in the right context.

What is the importance of subject lines in business emails?

They should be informative and compelling.

What is a potential consequence of not having a social media policy?

Legal and security risks.

How should companies respond to public customer complaints on social media?

With a short public reply and a longer private response.

What does employee advocacy on social media involve?

Employees promoting the company positively.

What is a potential issue with employee personal social media use?

It may conflict with company values or policies.

What is a key aspect of building goodwill through social media?

Engaging with stakeholders and answering questions.

What is the significance of the 'honesty fail' example with Kaiwei Ni's ad?

It illustrates the risks of poorly thought-out marketing strategies.

What should companies do to empower employees regarding social media?

Provide clear guidelines for sharing company messages.

What is the role of analytic tools in social media communication?

To evaluate the effectiveness of messages.

What should a company do if it faces backlash on social media?

Respond genuinely and avoid scripted responses.

What are communities of practice in social media?

Groups of individuals who do similar work and engage with each other.

What is the purpose of fostering collaboration on social media?

To build communities with similar interests.

What is an example of a company that uses social media effectively?

Responses will vary based on personal opinion.

What is a common theme in social media fails?

Poor judgment in content or timing.

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