Webinar: Managing A Crisis Using Multi-Channel Care
News travels fast on social media - and even faster when there’s a crisis. Nowadays, social media is the first place people go to express their frustrations, voice their opinions, and receive updates on what’s happening in an emerging brand crisis or natural disaster. Things can escalate in a matter of minutes, including the number of mentions your brand receives on any given social platform. Is your team prepared to handle this influx of social mentions in an effective, strategic manner?
In this webinar, we’ll walk you through how to build a social media crisis communication plan, share real-life examples of brands that managed their crisis well, and show how having the right technology in place is key to extending the bandwidth of your social customer care team in crisis situations.
What You'll Learn by Attending
- How to identify a "crisis" versus an "issue"
- Three key themes to building a successful digital crisis communication plan
- The importance of having the right technology in place to successfully manage a crisis on social
About the Speakers
Aaron Walker, SVP of Digital Crisis at Edelman
As Senior Vice President and leader of Digital Crisis in Edelman’s Crisis and Issues practice, Aaron Walker serves as a counselor providing guidance to leaders throughout a broad array of global industries. Aaron’s expertise is the intersection of crisis and digital environments, creating wide-reaching strategies to address issues spanning from online reputational attacks to data security and privacy (DSP) issues. In this role, Aaron has counseled some of the firms largest clients on cybersecurity crises.
Dave Evans, VP of Social Strategy at Spredfast + Lithium
Dave is the VP of Social Strategy at Spredfast+Lithium. Dave has worked in social technology around the world and is the author of best-selling "Social Media Marketing: An Hour a Day" and "Social Customer Experience." Dave was awarded US Patents #9483802, #9141997 for social media systems and customer care. Dave is a frequent keynoter on strategies and trends in digital customer experience.
Dave has experience with clients including HP, Sky, United Airlines, and many others. Prior to co-founding Social Dynamx, acquired by Lithium in 2012, Dave was a Product Manager with Progressive Insurance and a Systems Analyst with NASA| Jet Propulsion Labs. Dave also co- founded Digital Voodoo, a web technology consultancy, in 1994. Dave holds a BS in physics and mathematics from the State University of New York/ Brockport where he graduated Summa Cum Laude. He has served on the Advisory Board for ad:tech and the Measurement and Metrics Council with WOMMA.