Handling Disasters #CMAD

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On Air: 11:00 - 12:00 EST (GMT-5)
Monday, January 27th, 2014


Your phone is blowing up with Twitter notifications, your computer is dinging non-stop with Facebook alerts, the number of new posts in your community has skyrocketed in the past hour – it’s every Community Manager’s nightmare: Something. Bad. Is Happening. Whether it’s a disaster happening in the “real world” or a PR disaster happening on your community, it’s important to have a plan before your adrenaline starts pumping. In this Hangout, we’re going to look at ways to plan for the worst, learn from the best, and make sure you can recover from any Community Disaster.


Crystal ColemanCrystal Coleman
Community Manager at Ning (Glam Media)

Crystal is the Community Manager for Ning’s customer and social communities. Past experience includes community and social management for Wetpaint, The Hippodrome Theatre, Gainesville Community Playhouse, and others. A Gainesville, Florida native, she really doesn’t want to talk about this year’s football season.

Connect with Crystal on Twitter at @ThatGirlCrystal or on Google+.


Shala BurroughsShala Burroughs
Co-Founder and Chief Operating Officer at CloudPeeps

Shala is a Startup Leadership Program Fellow in New York City and an Athena Management Mastermind.  She has previously worked with Women Innovate Mobile, Quartz, and Lerer Ventures. Prior to her foray into the startup community, Shala was an Intelligence Officer with the Department of Homeland Security (DHS).

Connect with Shala on Twitter at @shalaburroughs or on Google+.

Crystal HenricksonCrystal Henrickson
Head of Community Management at Invoke Labs

Crystal spends her days at the helm of Community and Culture for Invoke Labs: helping resident startups build communities, training and mentoring CMs and implanting culture and community at the heart of an organization. When not conversing, she’s likely cooking, cocktailing and crafting.

Connect with Crystal on Twitter at @marketing_girl or on Google+.

Deb NgDeb Ng
Independent Contractor – Social Media & Community Development. Freelance Writer and Blogger.

Deb Ng is a freelance writer, professional blogger, and social media consultant specializing in online community development. Past and present clients include Social Media Examiner, My Kids’ Adventures, New Media Expo, and BlogTalkRadio. Deb is also the author of two books, “Online Community Management for Dummies” and “Social Media Marketing All in One for Dummies.”

Connect with Deb on Twitter at @debng or on Google+.

Jackie QuintanaJackie Quintana
Community Manager at HY Connect

Jackie is a Community Manager at HY Connect. Her past experience includes community management for Sears and Kmart. She loves to brunch everywhere in Chicago and making new friends via Twitter.

Connect with Jackie on Twitter at @jackiequintana or on Google+.

John Mark TroyerJohn Mark Troyer
Director, Social Media Evangelist at VMware

John is a Director in VMware’s community and social media team. He created many of VMware’s programs in this area, including the vExpert influencer program. He is a co-host of the Geek Whisperers podcast, which covers community management among enterprise technologists. He lives in Half Moon Bay, CA.

Connect with John on Twitter at @jtroyer or on Google+.

Rocky VyRocky Vy
Community Marketing Manager at Entrepreneur

Rocky Vy is the community marketing manager at Entrepreneur Media by day, and the #cmgr at Entrepreneur by night as well, in addition to freelancing in online marketing for small businesses, blogging and general crime-fighting. If you love the color orange as much as he does, you’ll be instant friends.

Connect with Rocky on Twitter at @rockyvy or on Google+.

Discussion Questions

  1. What kind of disasters does a community manager need to react to?
  2. What are some precautions you can put in place to alert you when disaster strikes?
  3. Do you use any online reputation management tools to help you mitigate potential disasters?
  4. Who are the other people on your team who should step in during disasters?
  5. What kind of follow-up should you provide post-community disaster?
  6. What are some examples of really great crisis or disaster community management?

RSVP & Watch the Hangout

Want to RSVP for the Hangout? Visit #CMAD presents: Handling Disasters and let us know you’re going to watch. This will add the event to your calendar and remind you to attend!

The video will play on the event page when the broadcast starts.

Not sure what time this is for your location? Use worldtimebuddy.com.

Sherrie Rohde

Community Manager at Magento
As the Community Manager for Magento, Sherrie connects people with resources and with each other, and, since she’s just a bit passionate about the topic, she also co-produces a weekly broadcast for community professionals called #CMGRHangout. An ENFP, Sherrie is obsessed with innovation, terrified of status quo, and motivated by adventure. 
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