Crisis communication and social media

Hi everyone, i am here to upload my blog with the topic of crisis communication and incorporating it with social media.

Crisis communication
Crisis communication is a Public Relations function that taken by a company to communicated with the public and stakeholders when an unexpected event happened which will damaged the reputation of the company. It refers to the management of perceptions during the time of crisis. Instead of dealing with the problem, it is about the communication that take place during the time of crisis. It involves tools like press conferences, media relations and social media.

Importance of cooperating social media into crisis management plan
1. To give the information and responses in a shorter time
Social media enable the users to spread the information and give the response in the very first minutes once the accident happened. This is aim to give the public and stakeholder the most clearer information so that they can be comfort. Social media is the best platform for doing this in this century.
For example, in the accident of Air Asia plane crashed on  December 2014, the CEO of Air Asia, Tony Fernandes is giving the information through Twitter to the public and stakeholder to clarify what is the situation now and what effort that they are having now to comfort the audience.

Tony Fernandes is giving the information through twitter.

2. Monitoring the situation
The company can monitor the situation by using the social media based on the comments and feedback that given by the public. This can help the Public Relations Practitioners develop the better strategies and solution in the crisis management process.

3. Tone
In social media, the company can express their feelings not only in words but also in colour. This is an emotion way to stimulate or comfort the feeling of the audience. This show that the company is be with the audience, they can feel what the audience feels now.
For instance, while managing the crisis of Air Asia plane crashed, Air Asia changed their logo into black and white color which show the sadness of Air Asia instead of continue using their official colour, red colour. Tony Fernandes also did the same thing on his own personal twitter.

Air Asia changed their logo's tone on their Facebook page and Twitter.

4. Two way communication
Social media provide a platform that enable the users to have the two way communication with their audience. During the crisis management process, the company can use social media to communicate with the victims and victim's family in order to know what is their concern and request.

In conclusion, crisis communication is the most important part in crisis management. Every organization should have a good social media policy when using the social media in crisis communication as poor crisis communication will lead to a bigger problem. Every organization should alert how powerful social media is in this 21th century.

Thanks for reading.

Steps and Elements in New Media Planning

Hi everyone, i am here to update by blog with the title of new media planning. in this blog, i will discuss about the steps and elements in new media planning.

Steps of New Media Planning 

Step 1: A capable team 

In this step, a capable team which every member in the team can cooperate with each other well need to be form . This can ensure that the team can work in a comfortable situation and produce the best work. This team can be choose form the in house Public Relations Practitioners (PRP) or hire the external PRP.

Step 2: Analysis the company and the product 

In this step, it is a must to do a research on client company and their product in order to come out a best new media plan for them. First of all, the new media platforms that had been use by client company and the way that they use it must be identify. This can avoid repeating the same new media plan that they had before. Second, the internal and external stakeholders of the company needed to be know in order to know the impact that the new media plan will be occurs to them. Third, the new media plan that the company is having now needed to be evaluate to know the effectiveness of it. This can help the team to know that whether the previous new media plan style is work or not and they can choose to remain or eliminate it. Lastly, doing SWOT analysis is a must in this step. SWOT is stand fro strength, weakness, opportunity and threats. This analysis can help the team to understand clearly about the situation of the company have in this current stage. 

Step 3: New media planning 

This is a step to form the new media plan in a hard copy. A new media objective must be set before the team need to do other thing. This can help them to always get on the right track while having the mew media plan for the company. After that, select the new media platform that the team want to use in this new media plan. This selection need to be justify in order to know the effect of each new media platform will bring to the company. Next, the new media strategies need to be propose to the internal and external stakeholders. This step is use to let the stakeholders know about what is changes that the team going to do on the company. Gantt Chart or a year long calendar needed to listed out in order to guide the team in doing their work in a proper timing. A mock or demonstration on the new media plan need to be carry out to test the effectiveness of the new media plan. Lastly, evaluation and measure methods needed to be develop. This is aim to know whether this new media plan is consider as success or not. 

In conclusion, a good new media plan must always reach the objective that had been set in the very first time and it must be always follow the steps and elements in new media planning in order to reduce the flawless that might be have and increase the level of successful.

Thanks for spending the time in reading this, hope it provide you some of the information in new media planning.  

Handling Online Feedback, Reviews and Dissatisfaction

Hi, everyone, i am here to update my blog with the negative online feedback issue, i will provided a case of a company that encountered the dissatisfaction of the customers through online and how they handled it.

A shopper who named as Su Yuen Hsiang had made a complain about the service of the lift in Paradigm mall in a polite way. Paradigm mall had leaved a comment which state that they are looking into it.

After that, there is another fella, Freddie Toh comment "Again looking" which has show that he is not satisfied with the response that Paradigm mall had gave. Paradigm mall had did a worst response when they leaved the comment showing that they are unhappy with Freddie's comment. Paradigm mall stated that they do not know magic and cannot change the thing in a very short time as well as Paradigm mall still stated that they will hire Freddie if he know magic. This response is a impolite response and this should not happen in a social media page which establish is aim to build a good company's image and relationship between customers and them. There are a lot of comments that are lack of manners come out from Paradigm mall and Freddie. This social media disaster case had gone viral after Paradigm mall gave this kind of reaction. From the photo, we can see that Paradigm mall gave the reaction in a very short time and the comments are showing the emotion of the person. Showing personal emotion in the company's facebook page comment should be avoid as this will drive the anger of the particular customers.

However, the management of the mall was able to turn this whole mess around into positive publicity after issuing a public apology on their Facebook Page and hiring magicians to perform in the mall. I think Paradigm did manage this bad situation in a very good way. First of all, they apologizes. This is the most important thing as they show that they took the responsibility on this issue and this definitely had comfort the customers. Moreover, they also hire the magicians to perform in the mall. This show that they know that things cannot be settle by just showing a apologize. Hence, they do not ignore or escape the topic that they had in the comment, "magician". They solve this in a win-win situation by hiring the magicians to perform in the mall. Overall, they show their sincerity in solving this problem. In conclusion, they did a quite good job in it as customers can feel their sincerity in apologizing and handling the negative feedback.

Thanks for reading my blog, stay tuned for the next one !

Online Spokesperson

Hi everyone, today i am going to update my blog with the topic of online spokesperson. In this blog, i will discuss about what is the criteria of being a good online spokesperson and state a real life example of the company is having a suitable spokesperson.

The first criteria of a good spokesperson is having a large number of followers in social media such as Facebook, Instagram, Twitter and etc. This is because with the large number of followers on social media, the message can be spread to a lot of people.

The second criteria is that the spokesperson must always update his or her social media page with different type of content. Some maybe is about their working, food or fashion. The spokesperson also need to post the post about the promoting product but not every time, with some of the others interesting content post can attract more people.

Besides, the spokesperson should have a solid reputation. Reputation of a person can affect the image that others having towards him or her. People will tend to believe the words of a person that is having a good reputation as compare to those who do not have the reputation. The person who usually have the reputation is the one who have the good image.

Moreover, the spokesperson must be credible and knowledgeable. This is because impossible as a spokesperson, he or she should be able to answer the question about the product from the followers or audience. Hence, the spokesperson should be knowledgeable and credible so that he or she can answer the question and people will believe the information.

Last but not least, the spokesperson should be relevant to the product that they are endorsing. This sis because spokesperson who is relevant with the endorsed product will gain more credibility from the audience as they will feel that the spokesperson is really using it. For example, it does not make sense at all if Dato Lee Chong Wei is endorsing about the female skin care product as he is a male and that product is targeted for the female audience.

In my opinion, the company that is having a suitable online spokesperson for their product is Samsung. They are having Dato Lee Chong Wei as their spokesperson. He is having a large number of followers on the social media which is about 754K. He always update his Facebook page with the situation of having the competition as well as his family and he is also relevant to this Samsung product, S6 edge. As a person who live in 21th century, smartphone is needed by everyone especially celebrity, Dato Lee Chong Wei can use it to settle his work and having interaction with his followers online. Besides, this is also because he always need to have the competition in other country so he have lesser time to get along with his wife and son. Hence, with the help of S6 edge, he can web cam with his family when he is off to competition in other country.

Dato Lee Chong Wei is endorsing S6 edge on Facebook.