Social Media Rules of Engagement: Why Your Online Narrative is the Best Weapon During a Crisis

Index

• activism, global social
• analytics
• anti-sentiment
• API (Application Programming Interface)
• apologies
• Apple’s iCloud
• Arab Spring
• area of operation (AO)
• army of one or lone wolf; see also trolls and trolling
• asylum seekers
• audience see also consumers; influence; loyalty schemes
  • — behaviour
  • — competitors’
  • — engagement
  • — feedback
  • — internal
  • — managing
  • — perceptions
  • — profile
  • — psychosocial considerations
  • — quality
  • — tolerance
  • — segments
  • — sentiment
  • — social media
  • — target
  • — understanding
• Australian Defence Force
• authenticity

• biker story
• Bing
• blogs and blogging
• Border Security series
• brand
  • — ambassadors
  • — authenticity
  • — handles and names
  • — loyalty
  • — online
  • — personal
  • — risk
  • — trashing and bashing
• Branson, Richard

• Charlie Hebdo attack
• click-bait
• click-jacking
• communications currency
• communicators rules of engagement
• consumers see also audience; loyalty schemes
  • — behaviour
  • — confidence
  • — duping
  • — feedback
  • — goodwill and trust
  • — marketing
  • — profiles
  • — sentiment
• conspiracy theories
• corporate governance
• content
  • — importance of
  • — news
• counter-public-relations
• crisis communications see also apologies; audience; planning for crisis communications; social media
  • — breaking own scandal
  • — containment
  • — follow-up
  • — fundamentals of
  • — how to communicate
  • — human factor
  • — images, using
  • — messages to avoid
  • — pre–digital revolution
  • — preparing for
  • — public mea culpa
  • — recognising warning signs
  • — rules of engagement
  • — skills, learning
  • — social media and
  • — sourcing information ...