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by Oscar Rojas
This session will be presented in SPANISH. Esta sesión será presentada en ESPAÑOL – Crisis de Comunicación en Internet en Latinoamérica. SXSW Latin America programming hashtag: #sxswLatAm
The Internet is a great place for people to exchange opinions and complain about the things they don’t like. Enterprises, brands and famous people are continuously exposed to consumer anger. This can sometimes escalate into a crisis for corporate as well as personal brands.
In this session I’ll try to define and explain what an online communication crisis is and what isn’t. I’ll provide examples of crises, including the most extreme cases, what to do after a crisis and suggestions for proactive actions to protect brands, companies, personal reputations, and how to facilitate conversations with people and consumers in case a crisis arises. My presentation is focused on Latin American companies and audiences, and explain the cultural differences in crisis communications between the U.S. and Latin American countries.
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Social media has become a critical channel for organizations to plan and communicate with customers or communities in times of crisis, but these efforts often fall flat or are overshadowed by an explosion of conversations. Whether flooded with inquiries on Facebook and Twitter, or proactively communicating or monitoring across social channels for important updates, organizations need strategies and technologies that will effectively scale and integrate with all other business touch points. This panel will highlight examples of crisis communications harnessing social channels done right (and wrong).
by Chris Latham and Nyleva Corley
During the Sept. 28 shooting incident at The University of Texas at Austin, communications such as text alerts, e-mail, sirens, Web and social media were used to alert the campus and local community of the emergency situation. This panel will discuss the successes and challenges experienced while communicating during the campus lock-down. We will share results and look at the tools and channels we used, our roles and responsibilities, the communication timeline, the community response, server woes, technology considerations and lessons learned.
2011 will mark the 10th anniversary of the events of September 11, 2001.
Since that day, the world has changed in significant ways socially, politically and technologically. Consider recent natural and man-made disasters - earthquakes in Haiti and Chile, the BP oil spill in the Gulf of Mexico, Iceland's volcanic ash cloud - as well as politically divisive events in Iran, Tunisia, Egypt.
Facts, opinions and speculation for each new event spread faster than the last, through online social networks. More and more people are getting news of current events from sources like Twitter, and network and cable news outlets are sourcing material from tweets and Facebook updates.
This panel will explore the emerging and historic role of social networks in disseminating news and information during disasters and other significant events. It will also attempt to assess how differently historical events such as 9/11 would have been reported if Twitter and Facebook had been introduced to the world ten years earlier.
With smartphones and handheld video cameras in the hands of thousands of people on the scene, would conspiracy theories and unanswered questions still swirl around Ground Zero? Would the events have changed at all, or their aftermath be different? In the context of these and other questions, we will speculate on how future disasters will be reported.
The growth of open source crisis mapping tools and social media networks have given rise to community driven disaster preparation and response. These systems harness the power of mass collaboration to provide real time, predictive and expansive information from a human data stream far more quickly than emergency agencies. To date, we have seen such networks come to life after the Mexico Gulf oil spill, the earthquakes in Haiti, China and Chile and during the Australian bushfires. How effective have peer to peer alerts been in assisting or preventing suffering and damage? What have been the pitfalls and challenges of such systems? This panel will discuss how government agencies are responding to crowd-sourced crisis information; raise issues about the legal implications of user-contributed data; reveal how well the broader community has been involved with web2.0 tools for the rapid transfer of life saving insight; and cover latest developments in validation and filtering systems.
11th–15th March 2011