My good friend Cheryl Bledsoe has already put together a pretty good analysis of the lessons learned for SMEM (social media in emergency management) from the Superbowl on her blog. I still feel the need to add my two cents worth.
I have said that in the era of social convergence, two things guide our response to incidents and threats to an organization's reputation:
- move at the speed of your audiences (social networks) ... or you'll be irrelevant
- use the tools your audiences (mobile devices) ... or you won't be heard ...
- monitor social networks and the web
- involve your comms team in the incident management process
- empower your team to react, delegate authority
- accelerated approvals process
- engage in real-time
- identify in advance which social networks you'll use for different types of crises and responses
- determine how you'll craft and disseminate your messaging
- train your people in responding to online criticism
- for God's Sake ... don't do it in the middle of the night !
- don't take your audiences for idiots