Archive for November 27th, 2009

Social media and internal communication, two things crisis managers need to get

An alternative title for this post was going to be “Do you know what your employees are doing while the world’s falling apart around you?”, but we were a bit concerned that it came across all Big Brother-esque.

However, it’s always worth remembering that effective internal communication is integral to the successful management of many crises – whether that’s by engaging your biggest, most readily available army of ambassadors, or alternatively, ensuring that the right people know the right information to get a problem sorted with a minimum of fuss.

It becomes doubly important when you through the issue of employees’ access to social media into the mix.

Because of this natural affinity, the Issues & Crisis team works closely with our Change & Internal Communications team here at Hill & Knowlton. Fellow H&K Collective Conversation blogger and head of our C&IC team, Scott McKenzie, is hosting the Social Media: Friend or Foe? event next week. Click here for further details and to register – some of the Issues & Crisis team will be there as well, reminding people that not all communication happens on the internet.

One of the issues we’ll be looking for an answer on is that of effective social media monitoring. Knowing what your employees are saying about you in the midst of a scandal-driven media storm is a very good thing, but there are some obvious problems with monitoring them (ethics and privacy come to mind immediately, shortly followed by practicality). Check back next week for an update.