Bureau of Consular Affairs  US Department of State

1. Social Media and Crisis Communications: The Good, the Bad, and the Ugly Nicole Stillwell New Media Unit Office of Policy Coordination & Public Affairs Bureau of Consular Affairs  US Department of State

2. Overview • Why your organization needs a social media crisis communications plan • What kinds of crises your organization should be prepared to address via social media • Elements to consider before developing a social media crisis communications plan • Ten best practices for communicating via social media during a crisis

3. Social Media Eclipse

4. Department of State and Crisis Communications

5. Planning to Make a Plan: Factors to Consider Audience demographics Internet accessibility Staffing & Resources Multiple social media platforms Local infrastructure

6. Crisis: Defining the Scope

7. #1 Cease Normal Operations

8. #2 Immediately Acknowledge the Situation

9. #3 Get Your Message to as Many Outlets as Possible

10. #4 Be Prepared to Address Vulnerabilities

11. #5 Find the Right Balance

12. #6 Don’t Join a Crisis Conversation if You Don’t Belong

13. #7 Don’t Feed the Trolls

14. #8 Correct; Don’t Delete!

15. #9 Listen to Your Audience

16. #10 How to Disengage [temporarily] During a Crisis

17. Get by with a Little Help from Your Friends

18. Communicating During a Crisis: 10 Best Practices Cease Normal Operations Acknowledge the situation immediately Get your message to as many platforms as possible Be prepared to address vulnerabilities Find the right balance Don’t participate in a conversation when your brand doesn’t belong Don’t feed the trolls Correct; don’t delete Listen to your audience If you have to disengage; say so

19. @TravelGov can support you! travelgov@state.gov www.facebook.com/TravelGov www.twitter.com/TravelGov www.travel.state.gov Bureau of Consular Affairs  US Department of State