• How To Survive A Corporate Social Media Disaster

  • Sep 7 2021
  • Length: 24 mins
  • Podcast

How To Survive A Corporate Social Media Disaster

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  • Summary

  • It's just a typical day as CCO. You're sitting at your desk having lunch and checking your email and social media. You notice that your company name is trending on Twitter, and you think it strange that there aren't any new company announcements or products launching. You go to Twitter and realize that you are trending for all the wrong reasons – someone on your corporate social media team has made a big mistake.  How do you survive a corporate social media disaster?  Key points discussed in the episode: ✔️ The first step is talking the CEO off a ledge. While social media disasters are…disasters… they are also fleeting. Unless we made the world's biggest social media mistake, we are likely to be replaced in the news cycle with someone else making a similar mistake in days, not weeks. ✔️ Connect with the Comms and Marketing team - whichever runs our social media. Work to determine next steps like removing the post or print retraction or apology, mea culpa etc. ✔️ Once the urgency subsides, it is time for a root cause analysis – what happened (or didn't happen) that allowed this situation?  ✔️ Do we have a social media policy? Is that policy written to apply to the departments using social media on behalf of the organization, or does it only apply to employees who may use social media personally? ✔️ As CCO, ensure that the policy speaks to the right audience and use concrete examples of what is okay and what isn't. Your efforts all go out the window if the organization isn't training how to make the choices people need to make and do the things they need to do. ✔️ Part of the training should include who to call for help. The social media comms/marketing team should have proactively reached out for help or advice.  ✔️ Social media is entertaining, but it needs to be taken seriously, particularly at a corporate level. As the adage goes, an ounce of prevention is worth a pound of cure— so must your goal be in keeping social media disasters at bay for your company. Teach your organization your expectations of how social media interaction should work and what their responsibilities are.  ---------------------------------------------------------------------------- Welcome to SURVIVE AND THRIVE, this is a podcast where we unpack compliance, crisis disasters and walk you through all the red flags which appear, and give you some lessons learned going forward. This show is hosted by Compliance Evangelist Thomas Fox and Kortney Nordrum, Regulatory Counsel & Chief Compliance Officer, Deluxe Corporation.  Do you have a podcast (or do you want to)? Join the only network dedicated to compliance, risk management, and business ethics, the Compliance Podcast Network. For more information, contact Tom Fox at tfox@tfoxlaw.com.
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