Archive for April, 2009

Crisis Planning – The Basics

This post builds on my Crisis Management preamble post.

If you are not going to do crisis management the right way, don’t do it, please don’t waste your time, go find something better to do. Ok, got that out of the way. Now we can cover the basics.

Item 1) Who owns Crisis Planning:

Many will argue that HR should, Some will Argue that IT should, Maybe PR, or “The Brand Manager”, or Maybe the VP of Operations.

My Recommendation: None of the above. Crisis planning should be owned by a dedicated person reporting to the CEO, if your company is large enough this person (believe me) will be busy enough to do this Full Time. If your company is small, find someone who will handle this and on that task report to the CEO.

Item 2, Who is this super hero who will own this?

This super hero should have the following characteristics.

  1. Must be a Generalist: Some one who can talk to anyone about anything. From IT to Operations to PR
  2. Must be willing to talk to anyone
  3. Must not be intimidated easily, even if the IT manager goes on for 3 hours about some SQL query doing something that no one cares about.
  4. Must not get hung up on detail
  5. Must ask a lot of questions
  6. Must be street smart and able to think on their feet, must be able to think of things that no one cares to think about.
  7. Must be calm calm calm under pressure, you need a super steady hand, Someone who is a ex-military type would be good to have on board
  8. Must have a sense of humor and must use it in a crisis
  9. Must enjoy the confidence/trust of the CEO and all staff, must be easy to talk to and very approachable about everything under the sun. Must be someone your staff can talk to about very personal issues.
  10. Must be consultative but decisive.

Item 3, What does this person need.

This person needs few things, but I must warn, they are not easy to get

  1. A budget, a plan does not happen out of nothing.
  2. Time, a plan needs time and proper roll out and maintenance.
  3. Empowerment from management and the ability to effect change across the organization.
  4. Commitment from everyone in the organization

Now that we covered the basics, the next blog post will cover the plan and how to put one together. But before this post is done, I am going to state and repeat something that is very important, almost critical.

Disaster Recover, Business Continuity, Crisis Management are not things you do when a crisis hits. Crisis Management requires a complete change in the culture of the organization, even beyond the organization. Do not go down the path of Crisis Management planning if there is no commitment from everyone especially the C-suite to CHANGE THE WAY WE DO THINGS.

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Crisis Managment – Preamble – What you really need.

If your boss just asked you to create a crisis plan because of the Swine Flue scare, and you just started working on it, STOP. Stop wasting your time, just to make him/her feel good about themselves.

I have seen a few blogs on this, a few tweets on twitter, and I am going to do my part and write a few posts to get people through this. I am not trying to sell you anything, my posts will not lead you anywhere to sign up to get the 10 things you need to do. I am going to share my experience from doing this type of work for companies as big as 120 thousand employees to smaller ones of 100 employees.

Blog post 1: The basics

Blog post 2: What to put in your plan

Blog post 3: What to do with your plan.

But first some definitions.

Many who are in the business of selling their crisis planning services will tell you that there is a big difference between Disaster Recovery, Business Continuity and Crisis Management. Those in your organization who drink the cool aid do so thinking they need to be in charge of this, usually HR talks about BC, IT talks DR, PR talks Crisis Management. My opinion their are all the same, and if they are not done right, they are equally worth less, so don’t get hung up.

Next up, the first post. Stay tuned

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The Half Life of a Tweet.

Its one of those life tantalizing questions, up there with who came first the chicken or the egg, or if a tree falls in the forest and no one hears it… What is really the life time of a tweet? What can be done to extend it?

When you tweet, how many people see your tweet? How many people click on the link? How many replies would you expect to get?

I guess it all depends on a few things

1) The number of followers you have: Its obvious, the more followers you have, the higher the likely hood that your tweet will be seen. My guesstimate, a tweet carries a 50/1000 view rate, i.e. for each 1000 followers, 50 will see your tweet.

2) The number of followers your followers follow: A mouth full, but if one of your followers follows say 10 people then odds are they will see your tweet. If your follower follows 2000 people then odds are, your tweet will be missed.

3) The type of tweet: If your tweet starts with @somename, that is an invitation for people to skip your tweet, I almost skip over all these tweets because i find it odd to read or reply to one. If its a #followfriday tweet, that is an instant ignore. If your tweet is a link or twitpic, it has a higher likely hood of being viewed and acted on. I guess that per 1000 you would get 10 people to click a URL. If your tweet is a straight forward tweet, its a clear invitation for people to read it, and the quality of the tweet may solicit interaction.

So what can one do to increase the life of a tweet.

Trick 1: Learned it from the best (Chirs Brogan) once said that its ok to tweet something 3 times at a different time of day, it will get more views, and those who had seen it wont mind. I tried this great piece of advice and it does work. you will bet that I will tweet this post 3 times.

Trick 2: If you are replying and want the reply to appeal to every one, include the @ at the end of the tweet or in the middle.

Example instead of @abc I think Starbucks is the best coffee ever. write: I think Starbucks is the best coffee ever @abc

Trick 3: If the tweet is important to you and want people to see it, its ok to ask for a RT, but you cant do this with every tweet, you have to be selective

Trick 4: The same way a title impacts the open rate of an email, a tweets content will impact replies, ReTweets, Clicks, etc… make sure your tweet is good, maybe even ask a question.

Trick 5: If your tweet is related to a topic, find the #tag, make sure you include that, so you can join the global conversation

Trick 6: Tweet it during the day, late night tweets will go unread

Trick 7: If your tweet includes a link, make sure the tweet is clear on what is behind the URL

Trick 8: In some cases a referral tweet can yield good results. A referral tweet is when you connect two people in your network based on a topic, This allows you to have a conversation and exposure in both peoples networks. For example: I know someone who knows a lot about shrimp, @abc, meet @def.

Trick 9: Use a quick identifier , for example start the tweet with “New Study:” or ” Breaking News”, etc… this clearly labels the tweet and directs people to it.

Trick 10: Include a Twitter expert, celebrity or a source if appropriate. Example you say I disagree with @chrisbrogan… Ask their opinion. Point to a source, for example, checkout @twiter_tips for… Even if they dont reply it may grab the attention of your followers.

@sforzley

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Can we beat cancer?

Last year I participated in the relay for life. How does the relay work? you and a team of people raise money and walk all night. But for us to have this privilege we must raise money, money that is badly needed to end this horror.

I have to say the most touching thing about last year was, “Victory lap”. Victory lap happens  first, why? because last years survivors get the honor of walking around a foot ball field first to celebrate their victory over cancer, throughout the whole walk, a standing ovation and applause, a well deserved moment of recognition.

At night, a candle is lit around the track for each person who did not make it, a very sad and surreal event. Those candles for me represent opportunity, and so for them we owe at least a good shot at helping those who can bring a cure the best chance at it.

If you dont know someone who has been hit by cancer, then you must have been living under a rock. Please do you part.

I need you to sponsor me, so I can participate, any amount will help, I know times are tough, but anything and everything counts.

Here is how you can donate.  http://convio.cancer.ca/site/TR?px=2084185&fr_id=3386&pg=personal

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Social Media Blasphemy

Some thing ain’t right.

I am told, that if your company gets mentioned on CNN especially in a positive sense, that you have achieved great success. I mean its CNN, the most watch network worldwide. You know how many eyeballs get to see your brand? that spot is gold.

Now, I am also told, that having social media presence is extremely important. I get it, I drink the social media cool aid. Yes I have read the articles on “how do you measure ROI” for your social media. That you have to be open, transparent, etc… And so I am sold, At least on Twitter, I mean you have to start somewhere, why not Twitter.

But something is off. Something is really off. Either CNN is not worth a damn, or social media, hard to tell. Its making the rounds today on Twitter. The race to 1 million, leading the pack, CNN. Dont get me wrong 1 million is a big number, but is it an achievement or a failure to hit that number for followers on Twitter?

CNN has been plugging Twitter on every show, for months and months, people like Rick Sanchez go live and plug Twitter daily. If CNN with all its world wide audience, round the clock coverage, and months of advertising Twitter, and still  can t hit 1 million then I am sorry but how good “really” is it to be mentioned on CNN? Or is it Twitter?

Who are the gurus of Twitter? take a look, from Britney spears to the President, whats in common? They are all celebrities or brands with big money, and dont need Twitter, dont get Twitter and dont care if twitter goes to hell tomorrow.  Look at them, they dont follow back, they dont tweet, they dont interact, and certainly could line up the same amount of fans without Twitter or any social media tool. So remind me again, what is the point of social media, what was that ROI argument?

Why am I not ever mentioned among the success stories of social media, I do my part, I Tweet, I follow back, I get it, I will be sad if Twitter goes to hell tomorrow. As a matter of fact, I add more value to the social media world than most of those fine folks do. Does social media only cater to the famous and well funded? Is there a success story for a small company that really gets followers on Twitter or fans on Facebook?

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