Crisis Management for BP Using Social Media


TOPIC QUESTIONS
Q1) How has @BPGlobalPR affected perception and should they have shut it down?
Q2) How is BP using social media to address the situation and what should they do better?
Q3) What can other companies learn from this about managing a crisis & the impact of social media?
   Event Details
Event Date:
     2010-06-08
Event Time:
     12PM - 1 PM EST
Participants:
     48
Tweets:
     410


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Moderator
gavin-heaton.jpg
Gavin Heaton
twitter:
web: http://www.servantofchaos.com
BIO: For the last 12 plus years Gavin has worked from Australia in global roles for a range of companies. While working with global marketing agency, Creata, he was responsible for the digital strategy and implementation of the HappyMeal.com brand in the USA and its subsequent global rollout. He has also built and grown business units for companies like IBM. He evenly balances creativity and business know-how with a passion for the chaos in which we l ...more
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  • RT chat today features -topicBP's #socialmedia response 2 Crisis Mgmt http://bit.ly/bXFCEn follow #sm63
    Posted by: - 06/08/2010 11:30:01 AM
  • #SocialMedia chat today w/ discussing BP's #socialmedia response to Crisis Mgmt 12 EST #sm63
    Posted by: - 06/08/2010 11:30:02 AM
  • 30 mins to #socialmedia chat w/ (someone wake him up) on BP Crisis Mgmt & what U can learn from it. follow #sm63
    Posted by: - 06/08/2010 11:30:02 AM
  • RT chat today features -topicBP's #socialmedia response 2 Crisis Mgmt http://bit.ly/bXFCEn follow #sm63
    Posted by: - 06/08/2010 11:31:03 AM
  • Looking forward to today's discussion. This is our first time with doing the #socialmedia #tweetchat #sm63 #twitter #oilspill
    Posted by: - 06/08/2010 11:35:01 AM
  • Twitter Chat on Social Media & Crisis Management the BP response or lack of useTweetGrid to join in http://is.gd/cHm30 #sm63
    Posted by: - 06/08/2010 11:36:02 AM
  • RT : Twitter Chat on Social Media & Crisis Mgmt. the BP response or lack of useTweetGrid 2 join in http://is.gd/cHm30 #sm63
    Posted by: - 06/08/2010 11:39:01 AM
  • In 20 min. RT : RT : Twitter Chat on Social Media & Crisis Mgmt. the BP response http://is.gd/cHm30 #sm63
    Posted by: - 06/08/2010 11:44:01 AM
  • Less than 10 minutes to todays #socialmedia chat on #BP, the #oilspill and crisis management. Join us #sm63 #sm63
    Posted by: - 06/08/2010 11:56:01 AM
  • Friends pardon the frequency, jumping in on 2 chats #measurePR & #sm63 oh & if you smell smoke its just the cranial processor thinking
    Posted by: - 06/08/2010 12:01:01 PM
  • RT : Less than 10 minutes to todays #socialmedia chat on #BP, the #oilspill and crisis management. Join in #sm63
    Posted by: - 06/08/2010 12:02:02 PM
  • RT : Just a few minutes to todays #socialmedia chat on #BP, the #oilspill and crisis management. Join us #sm63
    Posted by: - 06/08/2010 12:02:03 PM
  • RT : Just a few minutes to todays #socialmedia chat on #BP, the #oilspill and crisis management. Join us #sm63 #sm63
    Posted by: - 06/08/2010 12:02:03 PM
  • It would appear that Twitter might not cooperate the way we want it to for todays #socialmedia tweetchat. We'll do the best we can #sm63
    Posted by: - 06/08/2010 12:03:02 PM
  • Friends pardon frequency, jumping in on 2 chats #measurePR & #sm63 oh & if you smell smoke its just the cranial processor thinking
    Posted by: - 06/08/2010 12:03:03 PM
  • RT : Less than 10 minutes to todays #socialmedia chat on #BP, the #oilspill and crisis management. Join in #sm63
    Posted by: - 06/08/2010 12:03:03 PM
  • It would appear that Twitter might not cooperate the way we want it to for todays #socialmedia tweetchat. We'll do the best we can #sm63
    Posted by: - 06/08/2010 12:04:03 PM
  • Today's #socialmedia #sm63 chat discussing #BP crisis mngmt response w/ starting now. Join us! http://bit.ly/9XrO1j #sm
    Posted by: - 06/08/2010 12:05:07 PM
  • #sm63 Happy to join #socialmedia and hear what others have to say about crisis management and social media.
    Posted by: - 06/08/2010 12:05:07 PM
  • RT : RT : Less than 10 minutes to todays #socialmedia chat on #BP, the #oilspill and crisis management. Join in #sm63
    Posted by: - 06/08/2010 12:05:07 PM
  • How long is the Twitter API delay this morning? #sm63
    Posted by: - 06/08/2010 12:06:03 PM
  • RT : Today's #socialmedia #sm63 chat discussing #BP crisis mngmt response w/ starting now. Join us! http://bit.ly/9XrO1j #sm
    Posted by: - 06/08/2010 12:06:03 PM
  • #sm63 So today we are talking social media and what BP could have done to address the situation. What could they be doing better?
    Posted by: - 06/08/2010 12:06:03 PM
  • #sm63 For example - what have you seen from BP that you liked? Anything? Anything at all?
    Posted by: - 06/08/2010 12:07:03 PM
  • BP should start with honesty, empathy and give updates on a regular basis. #sm63
    Posted by: - 06/08/2010 12:07:03 PM
  • RT : #sm63 So 2day we're talking SM & what BP could have done 2 address the situation. What could they b doing better?
    Posted by: - 06/08/2010 12:07:03 PM
  • BP should at least have been more transparent, truthful-about how bad it really was #sm63
    Posted by: - 06/08/2010 12:08:03 PM
  • Q1 peeps: RT : talking social media & what BP could have done to address situation. What could they be doing better? #sm63
    Posted by: - 06/08/2010 12:08:03 PM
  • My 2 cents: best PR is to drop all messaging, simply show what they're doing to fix the problem. No spin, period. #sm63
    Posted by: - 06/08/2010 12:08:03 PM
  • Q1 BP could have asked for help...they obviously need it #sm63
    Posted by: - 06/08/2010 12:08:03 PM
  • In the beginning BP seemed to be doing a reasonable job, but at this point, with all the failed efforts, there is little they could do #sm63
    Posted by: - 06/08/2010 12:09:03 PM
  • There have been interviews that went well, blips in the sea of screw ups though. #sm63
    Posted by: - 06/08/2010 12:09:03 PM
  • not sure I saw anything I liked, but feel thy shld hv been more open & honest upfront w/ public. Wld go a long way. #sm63
    Posted by: - 06/08/2010 12:09:03 PM
  • yep RT : My 2 cents: best PR is to drop all messaging, simply show what theyre doing to fix the problem. No spin, period. #sm63
    Posted by: - 06/08/2010 12:09:03 PM
  • RT : 2day we are talking social media & w BP could have done to address the situation. What could they be doing better? #sm63
    Posted by: - 06/08/2010 12:10:03 PM
  • Yes!RT : yep RT : My 2 cents: best PR, drop all msg, simply show wht thyr doing 2 fix problem. No spin, period. #sm63
    Posted by: - 06/08/2010 12:10:03 PM
  • Have you noticed the difference in response from Louisiana Government / Florida Government? #sm63
    Posted by: - 06/08/2010 12:10:03 PM
  • it's obvious this caught them by surprise. Need a plan B4 something happens! #wakeupcall to other orgs #sm63
    Posted by: - 06/08/2010 12:10:03 PM
  • do you think this is a good approach for their overall crisis comms or esp for social media? #sm63
    Posted by: - 06/08/2010 12:10:03 PM
  • Q1 How about an apology? See: 's article: What BP Can Learn from Umpire Jim Joyce - http://bit.ly/cdR7Gv #sm63
    Posted by: - 06/08/2010 12:10:03 PM
  • RT : Yes! : yep : My 2 cents:best PR,drop all msg,simply show wht thyr doing 2 fix prob.No spin,period. #sm63
    Posted by: - 06/08/2010 12:11:03 PM
  • For their overall crisis comms... I haven't heard from them on a SM front... Where are they? #sm63
    Posted by: - 06/08/2010 12:11:03 PM
  • Old adage: "Actions speak louder than words." Only way to restore credibility: 100% effort on solution, not messaging. #sm63
    Posted by: - 06/08/2010 12:11:03 PM
  • It seemed that they had plans but these plans failed. #sm63
    Posted by: - 06/08/2010 12:11:03 PM
  • hi guys -jsut getting back from China -hope you are all well #sm63
    Posted by: - 06/08/2010 12:11:03 PM
  • Do you think it is a lost cause now? #sm63
    Posted by: - 06/08/2010 12:11:03 PM
  • If they don't solve the problem soon and Oil gets swept into gulf stream they will likely go bankrupt. 1of2 #sm63
    Posted by: - 06/08/2010 12:12:03 PM
  • Is it true that BP and Twitter are trying to close out the account? Thought I heard that this morning... #sm63
    Posted by: - 06/08/2010 12:12:03 PM
  • they had PR plans not including social. was simply another distribution channel for them. #sm63
    Posted by: - 06/08/2010 12:12:03 PM
  • With Video! RT : My 2 cents: best PR, drop all msg, simply show wht thyr doing 2 fix problem. No spin, period. #sm63
    Posted by: - 06/08/2010 12:12:03 PM
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Moderator
RT : Today's #socialmedia #sm63 chat discussing #BP crisis mngmt response w/ starting now. Join us! http://bit.ly/9XrO1j #sm
#sm63 So today we are talking social media and what BP could have done to address the situation. What could they be doing better?
#sm63 For example - what have you seen from BP that you liked? Anything? Anything at all?
do you think this is a good approach for their overall crisis comms or esp for social media? #sm63
Do you think it is a lost cause now? #sm63
#sm63 So are we talking the need for social media crisis planning or just general crisis planning?
Do you think social media should/can play a role in that credibility rebuilding? #sm63
I saw someone suggest crowdsourcing a solution - that seemed an interesting approach #sm63
Perhaps they could hire the BPglobalPR team ;) #sm63
#sm63 we will move onto the BPglobalPR questions in a few minutes ... but I'm interested in 's view re brand
#sm63 Do you think big companies can focus on more than one thing? Surely they can do more
#sm63 But then reaching out beyond the company for PR expertise seemed to explode as well
The StreetGiant article was an interesting behind the scenes look at the BPglobalPR account. They are outplaying BP at every turn #sm63
#sm63 So if we turn our gaze to the rogue twitter account - should BP have forced twitter to shut it down?
RT Good example of Proactive PR - Check out the page that built in response to the crisis http://bit.ly/9gbfjO #sm63
#sm63 What do you think would be worse shutting down the rogue account or suing twitter to make it happen?
#sm63 It seems that we love the account for all the things that it does and all the things BP does not do
#sm63 So if social media is not impacting the brand during the crisis - what CAN it do? Where is the effect?
#sm63 What if the Head of BP met up with teh guys - gave them a tour. Showed behind the scenes. Make a difference?
I am liking suggestion - 1 #sm63
#sm63 What about a BP Alltop?
If we can't shift brand impact then you can hit distribution and filtering of information #sm63
#sm63 And social media could well be part of the ongoing storytelling post-crisis as the cleanup stretches into next century
#sm63 So as we look ahead what lessons are there for other energy companies?
#sm63 So as we look ahead what lessons are there for other energy companies?
There are updates on #sm63
Do you need to plan for actualities or possibilities? #sm63
what about as a crisis unfolds? What does that do to strategy? And who heads it? Should the CEO be on Twitter? #sm63
RT #sm63 The lessons for other energy companies? Look for alternative energy methods...:)
#sm63 It makes sense that energy companies have crisis plans. Do you think that needs to extend to twitter and other social media?
#sm63 Does anyone think that there are behind the scenes comms going on and we aren't privy to it?
In Australia we have started using Twitter to alert people at risk of bushfire. Same could apply to energy disasters #sm63
Perhaps social media can work in such situations - where barriers keep popping up #sm63
#sm63 I wonder how challenging that rebranding job would be ;)
#sm63 Do you think this has made other energy companies think about their own crisis planning?
thanks for joining! #sm63
thanks for joining! #sm63
It was great fun - very interesting topic! #sm63