A process-oriented, no-nonsense guide on how to integrate social media into your crisis communication plan. From CKSyme.org, an experienced crisis/reputation agency, this step-by-step manual covers social media monitoring tools, advanced social media content strategies that build loyalty, and a comprehensive crisis communication template for any size organization. Full of resources and case studies, this guide will become a go-to resource for your organization's success.
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Book Description
Editorial Reviews
From the Author
I wrote Listen, Engage, Respond to be used as a manual. It's unlike many other books in that it is packed with practical advice and step-by-step instructions on how to use social media to build a reputation and a corps of loyal advocates that can shield you in a crisis. It covers monitoring (Listen), loyalty strategies in social media (Engage), and includes a comprehensive 10-point crisis communications plan. If you like it, please share it with others.
About the Author
Chris Syme has over 25 years experience in the
communications industry and is principal at CKSyme.org, a consulting firm in
Bozeman, Montana. Her agency specializes in real-time communication strategy, including reputation
and crisis, social media, and media training.
Chris is the current chairman of the CoSIDA (College Sports Information Directors of America) New Media/Technology committee. She is a former Communications Associate at Montana State University Athletics and Eastern Washington University Athletics. Chris was the engineer of a successful reputation recovery effort at Montana State that was showcased in Athletic Management Magazine. She is a featured contributor to Social Media Today, Montana Business (dot-com), BlogHighEd, Alltop, and writes a popular blog on her website (cksyme.org) as well. Chris partnered with CASE (Council for Advancement and Support of Education) in 2011 to conduct seminal research on how higher education institutions use social media in a crisis. She is a frequent conference presenter on the national stage. She and her husband live in Bozeman, Montana.
Chris is the current chairman of the CoSIDA (College Sports Information Directors of America) New Media/Technology committee. She is a former Communications Associate at Montana State University Athletics and Eastern Washington University Athletics. Chris was the engineer of a successful reputation recovery effort at Montana State that was showcased in Athletic Management Magazine. She is a featured contributor to Social Media Today, Montana Business (dot-com), BlogHighEd, Alltop, and writes a popular blog on her website (cksyme.org) as well. Chris partnered with CASE (Council for Advancement and Support of Education) in 2011 to conduct seminal research on how higher education institutions use social media in a crisis. She is a frequent conference presenter on the national stage. She and her husband live in Bozeman, Montana.
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Most Helpful Customer Reviews
3 of 3 people found the following review helpful
Format:Kindle Edition
If you work at a school and are responsible for creating, distributing, or monitoring communications during a crisis you need to read this eBook!
Social media has changed the way we communicate and interact with one another and a failure to pay attention to this communication channel could be costly. Chris Syme does a wonderful job of mixing theoretical information and practical tips to help you 'listen, engage, and respond' during a crisis.
Chris's writing style is light, direct, and to-the-point which makes for a very easy read. I also value this eBook because of all the additional resources that she mentions in the book. I plan to keep a copy handy to use as a reference and encourage you to do that same.
Social media has changed the way we communicate and interact with one another and a failure to pay attention to this communication channel could be costly. Chris Syme does a wonderful job of mixing theoretical information and practical tips to help you 'listen, engage, and respond' during a crisis.
Chris's writing style is light, direct, and to-the-point which makes for a very easy read. I also value this eBook because of all the additional resources that she mentions in the book. I plan to keep a copy handy to use as a reference and encourage you to do that same.
3 of 3 people found the following review helpful
Format:Kindle Edition
Chris Syme has written a smart, practical, up-to-date guide to preparing for the worst. In a crisis, things will likely happen so fast that your crisis communications plan will be useless. But the planning that went into creating it won't be. That's where Chris's advice really shines: in fact, if you follow her first steps--Listen, then Engage--you'll be much better prepared for your day-to-day communications and your organization will benefit from your work, even if you never have to deal with a real emergency.
One of the most important elements of this e-book is the way Chris Syme weaves social media into every aspect of planning and response. We know from our research with colleges and universities that .edus have not incorporated social media into their crisis communications planning. If they follow the advice in Listen, Engage, Respond, they will. One of the reasons that I appreciated this book is that Chris Syme realizes that Twitter or Facebook are essentially useless in a crisis unless they have been established as "official" communication and engagement channels (long before) before the crisis occurs.
The book offers a multitude of resources and links to additional material, systems, training, and insights. Read this now and start putting the suggestions into practice--before a crisis hits.
One of the most important elements of this e-book is the way Chris Syme weaves social media into every aspect of planning and response. We know from our research with colleges and universities that .edus have not incorporated social media into their crisis communications planning. If they follow the advice in Listen, Engage, Respond, they will. One of the reasons that I appreciated this book is that Chris Syme realizes that Twitter or Facebook are essentially useless in a crisis unless they have been established as "official" communication and engagement channels (long before) before the crisis occurs.
The book offers a multitude of resources and links to additional material, systems, training, and insights. Read this now and start putting the suggestions into practice--before a crisis hits.
2 of 2 people found the following review helpful
4.0 out of 5 stars
PR pro or business leader? This is a topic you must be prepared for.
May 22, 2012
Format:Kindle Edition
If your organization is doing work that matters, it is almost inevitable that at some point it will experience a crisis. In this era of social media, a crisis can blow up quickly. At the same time, social media allows for a crisis to be dealt with swiftly and effectively. Chris brings this home in her e-book, "Listen, Engage, Respond. Crisis Communications in Real-Time."
In a way that is applicable for any organization, Chris addresses the importance of planning for a crisis now . With her unique expertise and insight, she lays out the proper strategies to effectively engage a crisis online. This topic is something the best organizations are addressing. Today. Utilize this resource Chris has put together. When the day comes, those invested in the success of your organization will thank you.
In a way that is applicable for any organization, Chris addresses the importance of planning for a crisis now . With her unique expertise and insight, she lays out the proper strategies to effectively engage a crisis online. This topic is something the best organizations are addressing. Today. Utilize this resource Chris has put together. When the day comes, those invested in the success of your organization will thank you.
More About the Author
Chris Syme heads a strategic communications and training agency in Bozeman, Montana. CKSyme.org specializes in real-time communications with a crisis/reputation expertise. She has 25+ years in the communications field including university media relations, PR, teaching, radio, newspaper, and website management. While at Montana State University, Chris led a nationally recognized crisis/reputation recovery effort and helped the MSU athletic department develop one of the flagship social media programs in the country during her tenure. She is chairman of the New Media/Technology Committee for the College Sports Information Directors of America (CoSIDA) and her blog (www.cksyme.org) is syndicated on Blog High Ed, Social Media Today, AllTop, and Montana Business.com.
Chris partnered with CASE (Council for Advancement and Support of Education) in an international study on the use of social media in crisis communications at CASE member institutions. Her graduate work in crisis management at NCAA universities has been widely published.
The CKSyme.org team presents frequently on the subject of digital crisis management and social media strategy on the national stage. With an emphasis on planning and training, the team facilitates both group and individual training for higher education, nonprofit organizations, and sports teams. Please see our website here for more information about us and recommendations of clients.
Did you know that the majority of businesses and organizations do not have a crisis communications plan that includes social and online media? The CKSyme.org signature "Listen, Engage, Respond" system of digital crisis communications training is an easy-to-implement, customized system of planning that fits the individual culture of the organization.
Chris partnered with CASE (Council for Advancement and Support of Education) in an international study on the use of social media in crisis communications at CASE member institutions. Her graduate work in crisis management at NCAA universities has been widely published.
The CKSyme.org team presents frequently on the subject of digital crisis management and social media strategy on the national stage. With an emphasis on planning and training, the team facilitates both group and individual training for higher education, nonprofit organizations, and sports teams. Please see our website here for more information about us and recommendations of clients.
Did you know that the majority of businesses and organizations do not have a crisis communications plan that includes social and online media? The CKSyme.org signature "Listen, Engage, Respond" system of digital crisis communications training is an easy-to-implement, customized system of planning that fits the individual culture of the organization.
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