Crisis Communication

Hi all, today I'm going to discuss about crisis communication.

First of all, what is crisis communication?

• Crisis communication is a must for a company to have when the crisis happen.
• A company should communicate with the audiences in order to know their perception or opinions and later manage and solve the crisis.
• Normally, it will included the tools like press conferences, social media (e.g: Facebook, websites) and also media relations

Why it is importance to incorporate with social media in crisis communication plan?

source: https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh6f7VS0sxDc0BNnzRav4ApwXmFdwNruOCdJ5uI_53Y6KGbp7kZRLbb89YmiYXqE8yYaSbyQgd-l8ujDqbposm3vqFIrhSMOXSc7ynEXCXu-G-lHSy-wjONMKRhkcO-xLMRxgIa3Td47cOv/s1600/Social+Media.png

• It is because the number of user for social media is getting more and more nowadays.
• It is because social media is very powerful in influencing people, so if your company is get into crisis, the people will generate negative perceptions towards your company.
• It is because social media is a tool that can let the company to have further update in a short time.
• The post/informations or announcements can reach large amount of people.
• It is because company can communicate to people directly.
• It is because normally the crisis is happen from social media as people like to write negative comments or complain through social media, so it should be settled through social media.
• For example, when the Air Asia plane- QZ8501 was missing, the Air Asia actually try to communicate with audiences through social media. So, the audiences get to know what was happening and what is the arrangement for Air Asia and etc,

Crisis is always unexpected but somehow it can be prevented. Therefore, a company should always been prepared in order to avoid from crisis. 

That's all for today's topic. Thank you for viewing.

How to make a good new media plan?

This week I would like to share on the topic of 'how to make a good new media plan'. The steps that need to included are:

• Research

Research is very importance because it helps us to understand the company's background, financial status, target audience, what events that the company run before, what new media tools they are using and so on. The data that we get can help us to generate idea in our new media plan.

    

• Set the objectives of your plan.

The objectives is set in order to help you always remember that you need to achieved that. So, you always remember why you want to do this new plan.

source: http://www.chalmers.se/SiteCollectionImages/Institutioner/SMT/Verksamhetsbilder/Social-Media.jpg

• Select the new media platforms and justify.

After doing the research, you may want to dismiss some new media tools that are less effective and might want to include some new media tools that might be helpful. So, you need to list down a list and justify why.

• Plan for the strategies and tactics.

In this stage, you need to plan for the activities, events, or campaigns that you want to have in order to achieve your objectives.

• Prepare a Gantt Chart

Gantt Chart is just like a timetable. It helps us to plan when to do what and when should we done something. So, it helps us to control our time.

• Evaluation

We must think of the way on how to evaluate whether our objectives been achieved or not, whether the activities successful or not and so on.

source:http://skyhighsuccess.com/wp-content/uploads/2014/10/Goal-without-plan.jpg

These are the few basic steps that can help us in planning for the new media plan. I sincerely hope this blogpost can help you all. 

Thank you for viewing.

Successful in engaging negative online feedback.

Nowadays, consumer like to voice out their dissatisfactions through online after they consume certain type of product. When the product do not meet their expectation, most of them will share their bad comments to alert others for do not purchase particular product. So, this makes the company need to put effort into handling this kind of issue that will damage company's image.

The company I think is success in handling negative online feedback and reviews is Chatime. When you go to their official Facebook page, there are lots of comments which included the negative comments as well. I found that Chatime is very patience in replying every single comments.

source:  http://barfblog.com/wp-content/uploads/2014/11/bad.review.jpeg

A situation:Customer A: please mention and remind the customer the second cup at RM1.10 is only for RM6.50 before the customer purchases BUT AFTER THEY PURCHASED!!! and please to improve the service and the manners of the staffs of the outlet in PV128...Chatime:  Hi A,  we are sorry if we have caused any confusion in between. Could you please let us know more about your recent visit at our Chatime outlet?

B situation: Customer B: So dissapointed v CharTime at Bangsar Village 1. Everyweek I buy the same drinks on thursday due to the thirst day n without fail, the sell guy in 1U will do exact what I want and I always pay around 18. Even with GST still lesser then 20. But today when I buy the same order from Bangsar.. order exceeded 21 n my order ... well not wrong but with ice.. which I can't drink ice so can't drink on the sport. When I asked the sell girl.. she was pretty rude too... I definitely will not go back to.this branch again.Chatime: Hi B, we apologize for your recent experience with us at Bangsar Village outlet. Thank you for your feedback and we will raise the attention of the person in charge and action will be taken accordingly. We hope to serve you better in the future. Thank you.

source: http://network.cmu.ac.th/wp-content/uploads/2013/10/repair.jpg

C situation:Customer C: I saw your cashier still have this angpow envelope. But your staff told me no more and gv me the 1st design. What's point for us to do collection and visit chatime weekly?Chatime: Hi C, could you please let us know which outlet you are referring to? Thank you.


            I think Chatime is successful in handling the negative feedbacks id because Chatime always reply them, but not ignoring them. Secondly, Chatime always reply in a very good manner. And, Chatime also show their sincerity in solving the customer's problem by asking for more information, so that they can investigate. This makes the consumer feel like Chatime is good in action, which means they will try to find out why this is happen and give the solution to the consumer.
            As we know that the social media is having huge impact to the people, therefore a company should manage the consumer's feedback carefully. This is all I want to share this week. Thank you.

Criteria of a good online spokesperson.

First of all, I think the image for spokesperson is importance because it represent the image of a particular brand.

Source:http://freebiesland.my/wp-content/uploads/2013/03/Bio-Essence-300x212.jpg

 Let's look at the criteria for a good online spokesperson. 

1. Actively in social media.
 It means the news or information about the spokesperson is always available in the social media. And, the information also always been updated, so that the followers will actually go and check the information frequently. Also, the spokesperson tend to have large number of followers.

 2. Solid character reputation.
 It means that the spokesperson need to have a healthy image or lifestyle because their image is representing the company's image while they are endorsing the product.

 3. Relevant.
The spokesperson must be relevant to the product which means have the connection with the product. For example, the technology expert endorse technology product is more suitable than other people such as celebrity because the expert is more relevant to the field.

 4. Willingness to engage in the contract.
It is also a importance criteria because spokesperson that like the job normally will perform better. And, the spokesperson tend to follow the terns and conditions of the contract and will not breach the contract easily.

The real life example 

(source:http://static.hk.groupon-content.net/69/13/1353567071369.jpg)

The example I choose is Linda Chung which endorsing the brand of Bio-essence. I choose her because she full filled the criteria that I mentioned above. 

 1. Her face is always appear in the social media, many people know her, and she got a huge number of fans.

 2. She possess a healthy kind of image, and her look is nice, so her image is fit to the product.

 3. She is relevant to the product because she is a female, as we know that female normally like to spend a lot on the facial product. And, she has the healthy image that makes her outstanding.

 4. She endorsed the brand since 2010 and she showed her willingness in endorsing the product because she do not change brand and we still able to see her advertisement for bio-essence in June 2015.

 If you wish to take a look of her advertisement, you can go to Bio-essence Facebook page or you can just Google search her name. Thank you for viewing.