TCIP #015 – Social Media Monitoring in a Crisis with Chris Syme

Welcome to episode #015 of The Crisis Intelligence Podcast, with Melissa Agnes and Chris Syme

The fact is that monitoring social media and the search engines needs to be a part of your corporate culture. It needs to be second nature and integrated into your daily (and nightly) activity. But what differs between everyday monitoring and in-crisis monitoring? What do you absolutely need to know now, before entering into a crisis, so that you can better prepare your team to succeed at this daunting and critical task in the heat of the moment?

When it comes to monitoring social media in a crisis, Chris Syme has tons of experience. In this episode of The Crisis Intelligence Podcast, Chris answers the questions that always seem to be on everybody’s mind. Questions like: how to determine your baseline to be able to monitor and understand sentiment and social activity escalation in a crisis? How much sentiment escalation is normal, and at what point does it become alarming? What monitoring tools will best help you succeed at this task and how should you go about training your team?

The truth is that people are talking about you online whether you choose to listen or not. Choosing to listen is always the right answer and Chris explains how listening intently before a crisis can provide you with invaluable opportunities in a crisis.

This episode of The Crisis Intelligence Podcast discusses:

• How to train your community managers in crisis and issues management.
• The importance of blind spot risk analyses.
• The benefits of monitoring social media as a regular business operation.
• How to monitor and gauge sentiment in a crisis.
• What a triage response is and how to set your team up with one.
• When to take conversations offline and when to address them publicly on social.
• What to look for in a monitoring tool.

It’s a great discussion filled with awesome takeaways. Enjoy!

Running time: 1:08:00

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Learn more about Melissa Agnes
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Learn more about Agnes + Day, The Crisis Intelligence Firm.

Check out Chris Syme’s blog
Follow Chris on Twitter: @cksyme
Connect with her on LinkedIn
Add her to your circles on Google Plus
Check out Chris’s infographic board on Pinterest
Check out her ebook “Practice Safe Social”

Thanks to Chris for taking the time to have this interesting conversation with me!