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

Embed:

Moderator

Gavin Heaton

twitter: @servantofchaos

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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@ewkrause True, they probably have much more important things to worry about than some rogue Twitter account. #sm63
Posted by: @matthod - 06/08/2010 01:23:01 PM
@Marc_Meyer Let's just hope for the best at this point. Perhaps the most fun I've had chatting despite the topic. . .take care :) #sm63
Posted by: @danperezfilms - 06/08/2010 01:12:01 PM
@danperezfilms That lens may soon be Goggles. Which may be tainted with a murky brown sheen.. shortly..:) #sm63
Posted by: @Marc_Meyer - 06/08/2010 01:10:03 PM
@servantofchaos "au contraire mon frere" - this is the true value of SM, to express oneself, share ideas & beliefs and ENGAGE! Yes? #sm63
Posted by: @danperezfilms - 06/08/2010 01:09:03 PM
@pbarbanes Exactly! Well put. #sm63
Posted by: @ewkrause - 06/08/2010 01:08:03 PM
Thanks to my fellow Floridian @Marc_Meyer for seeing all things through the social media marketing lens. . .even oil spills. #sm63
Posted by: @danperezfilms - 06/08/2010 01:07:01 PM
Very complex topic, contingency/crisis planning. @bernsteincrisis has lots of good insights what good crisis planning looks like. #sm63
Posted by: @ewkrause - 06/08/2010 01:07:01 PM
Look, BIG difference 'tween SM crisis comms (hurricane, wildfires) - I'm for it! and a SM PR problem for Charles Manson - against it! #sm63
Posted by: @pbarbanes - 06/08/2010 01:05:03 PM
This was an interesting chat. Thank you all! #sm63
Posted by: @freddylee - 06/08/2010 01:05:03 PM
Thanks for the engaging chat today #sm63
Posted by: @MediaCollective - 06/08/2010 01:04:03 PM
Thx 4 chat :) @ActiveIngreds @irishcajun @conniereece @pbarbanes @irishcajun @MikeFraietta @elhoust @denisegass @jasonbreed @cmwooll #sm63
Posted by: @danperezfilms - 06/08/2010 01:04:03 PM
RT @jasonbreed for a full recap of todays event (and every other) http://hashtagsocialmedia.com/event/63 #sm63
Posted by: @socialmediafltr - 06/08/2010 01:04:03 PM
RT @jasonbreed: for a full recap of todays event (and every other) http://hashtagsocialmedia.com/event/63 #sm63
Posted by: @Marc_Meyer - 06/08/2010 01:03:03 PM
for a full recap of todays event (and every other) http://hashtagsocialmedia.com/event/63 #sm63
Posted by: @jasonbreed - 06/08/2010 01:03:03 PM
I think there are some great takeaways here for the folks over at #BP- IF... they are listening..Thanks everyone! #sm63
Posted by: @Marc_Meyer - 06/08/2010 01:03:03 PM
RT @conniereece At this point, nothing is working/will work, until spill is contained & BP is perceived as concerned w/ nothing else. #sm63
Posted by: @denisegass - 06/08/2010 01:03:03 PM
Many, many thanks to Gavin @servantofchaos for staying up so late to moderate this lively chat! #sm63
Posted by: @conniereece - 06/08/2010 01:02:03 PM
Big thanks to @ServantofChaos for moderating spirited topic of today. Great Job! (you can stop the NoDoze IV now) #sm63
Posted by: @jasonbreed - 06/08/2010 01:02:03 PM
@Marc_Meyer It was great fun - very interesting topic! #sm63
Posted by: @servantofchaos - 06/08/2010 01:02:03 PM
Great chat! @elhoust @marc_meyer @jasonbreed @denisegass @cmwooll @danperezfilms @AndrewMueller @LaSandraBrill @conniereece #sm63
Posted by: @servantofchaos - 06/08/2010 01:02:03 PM
@TimJackson Yes, oil cos. in it 4 long haul. 10-20 yrs from now, BP could still thrive - IF oil contained & they rebuild communities. #sm63
Posted by: @conniereece - 06/08/2010 01:02:03 PM
So as we wind this hot topic down-I want to give @servantofchaos a mad shoutout since it is almost 3am his time. #sm63
Posted by: @Marc_Meyer - 06/08/2010 01:01:05 PM
@servantofchaos crisis planning,hope they will focus on "worse case" situations & have better solutions hopfully #sm63
Posted by: @MediaCollective - 06/08/2010 01:00:09 PM
Thx lively #sm63 cht @servantofchaos @marc_meyer @jasonbreed @denisegass @cmwooll @danperezfilms @AndrewMueller @LaSandraBrill @conniereece
Posted by: @elhoust - 06/08/2010 01:00:09 PM
@Marc_Meyer At a minimum, all that "green" stuff in their logo & the fullpage spreads is out the window for awhile. #sm63
Posted by: @ewkrause - 06/08/2010 01:00:09 PM
@conniereece Great point Connie #sm63
Posted by: @Marc_Meyer - 06/08/2010 12:59:03 PM
@Marc_Meyer I agree -- focus on task at hand, rebuild image much later, WAY down the road from now. #sm63
Posted by: @ewkrause - 06/08/2010 12:59:03 PM
@ewkrause At this point, nothing is working, or will work, until spill is contained & BP is perceived as concerned w/ nothing else. #sm63
Posted by: @conniereece - 06/08/2010 12:59:03 PM
#sm63 I think as an energy co.-the lure of money is so great that this will not deter them in the least bit. They may tighten things up tho.
Posted by: @AppleBoxStudios - 06/08/2010 12:59:03 PM
@cmwooll @denisegass thanks for joining! #sm63
Posted by: @servantofchaos - 06/08/2010 12:59:03 PM
@servantofchaos exactly SM can push/pull info and conversation, pulse, straight from the horses mouth . #sm63
Posted by: @MediaCollective - 06/08/2010 12:59:03 PM
@matthod @ajmunn I think the BP plan is not to contain SM at all, but rather ignore it. Who's to say it's not working? #sm63
Posted by: @ewkrause - 06/08/2010 12:59:03 PM
@AppleBoxStudios seems a prime time to put one in place. #sm63 #Oilspill
Posted by: @jasonbreed - 06/08/2010 12:58:04 PM
Unless they're clueless! RT @servantofchaos: Do you think this has made other energy companies think about their own crisis planning? #sm63
Posted by: @conniereece - 06/08/2010 12:58:04 PM
@cmwooll In this case reality is reality - that won't change until the spill and it's aftermath are well behind us. #sm63
Posted by: @danperezfilms - 06/08/2010 12:58:04 PM
rt @servantofchaos #sm63 Do you think this has made other energy companies think about their own crisis planning?
Posted by: @catmikk - 06/08/2010 12:58:04 PM
@cmwooll @denisegass thanks for joining! #sm63
Posted by: @servantofchaos - 06/08/2010 12:58:03 PM
@servantofchaos exactly SM can push/pull info and conversation, pulse, straight from the horses mouth . #sm63
Posted by: @MediaCollective - 06/08/2010 12:58:03 PM
@matthod @ajmunn I think the BP plan is not to contain SM at all, but rather ignore it. Who's to say it's not working? #sm63
Posted by: @ewkrause - 06/08/2010 12:58:03 PM
If they're smart. RT @servantofchaos: #sm63 Do you think this has made other energy companies think about their own crisis planning?
Posted by: @irishcajun - 06/08/2010 12:57:03 PM
@servantofchaos @marc_meyer @jasonbreed - Great chat today! Peace #sm63
Posted by: @cmwooll - 06/08/2010 12:57:03 PM
gotta duck out of #sm63 Thanks for the GREAT discussion all. Spill, baby, spill.
Posted by: @denisegass - 06/08/2010 12:56:03 PM
@cmwooll You go girl..:) #sm63
Posted by: @Marc_Meyer - 06/08/2010 12:56:03 PM
@karilucin i certainly agree with that #sm63
Posted by: @jasonbreed - 06/08/2010 12:56:03 PM
I'll take it on :) RT @servantofchaos: #sm63 @ckieff I wonder how challenging that rebranding job would be ;) #sm63
Posted by: @cmwooll - 06/08/2010 12:56:03 PM
#sm63 Do you think this has made other energy companies think about their own crisis planning?
Posted by: @servantofchaos - 06/08/2010 12:56:03 PM
#sm63 Ignoring the usage of social media in a crisis management situation-#Oilspill not withstanding-hands down, is mistake
Posted by: @AppleBoxStudios - 06/08/2010 12:55:03 PM
@danperezfilms Living in Florida is a KEY reason to care about communications strategy... Perception is reality and perception is bad #sm63
Posted by: @cmwooll - 06/08/2010 12:55:03 PM
@ckieff Unfortunately rebranding cannot be done in that short amount of time esp for a global brand like BP. #sm63
Posted by: @marketwire - 06/08/2010 12:55:03 PM
@servantofchaos we do the same in our community 4 natural disasters. Dstrict fire department has a special Twitter handle. Great use! #sm63
Posted by: @elhoust - 06/08/2010 12:55:03 PM

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Moderator

@Marc_Meyer It was great fun - very interesting topic! #sm63

Great chat! @elhoust @marc_meyer @jasonbreed @denisegass @cmwooll @danperezfilms @AndrewMueller @LaSandraBrill @conniereece #sm63

@cmwooll @denisegass thanks for joining! #sm63

#sm63 Do you think this has made other energy companies think about their own crisis planning?

#sm63 @ckieff I wonder how challenging that rebranding job would be ;)

@MediaCollective Perhaps social media can work in such situations - where barriers keep popping up #sm63

@denisegass In Australia we have started using Twitter to alert people at risk of bushfire. Same could apply to energy disasters #sm63

#sm63 Does anyone think that there are behind the scenes comms going on and we aren't privy to it?

RT @AppleBoxStudios #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?

@elhoust what about as a crisis unfolds? What does that do to strategy? And who heads it? Should the CEO be on Twitter? #sm63

@conniereece Do you need to plan for actualities or possibilities? #sm63

@ewkrause There are updates on @bp_america #sm63

#sm63 So as we look ahead what lessons are there for other energy companies?

#sm63 And social media could well be part of the ongoing storytelling post-crisis as the cleanup stretches into next century

@andrewmueller If we can't shift brand impact then you can hit distribution and filtering of information #sm63

#sm63 What about a BP Alltop?

I am liking @pbarbanes suggestion - 1 #sm63

#sm63 What if the Head of BP met up with teh @BPglobalPR guys - gave them a tour. Showed behind the scenes. Make a difference?

#sm63 So if social media is not impacting the brand during the crisis - what CAN it do? Where is the effect?

#sm63 It seems that we love the @BPglobalPR account for all the things that it does and all the things BP does not do

#sm63 What do you think would be worse shutting down the rogue account or suing twitter to make it happen?

RT @cmwooll Good example of Proactive PR - Check out the page that @paradisecoast built in response to the crisis http://bit.ly/9gbfjO #sm63

#sm63 And here is the link if you need it http://streetgiant.com/2010/06/02/leroy-stick-the-man-behind-bpglobalpr/

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?

#sm63 But then reaching out beyond the company for PR expertise seemed to explode as well

#sm63 Do you think big companies can focus on more than one thing? Surely they can do more

@marketwire #sm63 we will move onto the BPglobalPR questions in a few minutes ... but I'm interested in @andrewmueller's view re brand

@AppleBoxStudios Perhaps they could hire the BPglobalPR team ;) #sm63

@elhoust I saw someone suggest crowdsourcing a solution - that seemed an interesting approach #sm63

@conniereece Do you think social media should/can play a role in that credibility rebuilding? #sm63

@jasonbreed #sm63 So are we talking the need for social media crisis planning or just general crisis planning?

@andrewmueller Do you think it is a lost cause now? #sm63

@cmwooll do you think this is a good approach for their overall crisis comms or esp for social media? #sm63

#sm63 For example - what have you seen from BP that you liked? Anything? Anything at all?

RT @elhoust: Today's #socialmedia #sm63 chat discussing #BP crisis mngmt response w/ @ServantofChaos 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?