{"version":"1.0","type":"rich","provider_name":"Acast","provider_url":"https://acast.com","height":250,"width":700,"html":"<iframe src=\"https://embed.acast.com/$/623c12ea79b704001414b1f4/67e6559f883ec8176a4b711e?\" frameBorder=\"0\" width=\"700\" height=\"250\"></iframe>","title":"52. Alicia Rieniets, ex Australia Post | Taking back control online","thumbnail_width":200,"thumbnail_height":200,"thumbnail_url":"https://open-images.acast.com/shows/623c12ea79b704001414b1f4/1746147174426-e5c31080-0191-42c1-97b7-5af0273adc9b.jpeg?height=200","description":"<p>How would you respond to relentless criticism on social media if things were completely out of your control?</p><p><br></p><p>That's the challenge <a href=\"https://www.linkedin.com/in/aliciarieniets\" rel=\"noopener noreferrer\" target=\"_blank\">Alicia Rieniets</a> - Senior Marketing Executive, and former Head of Brand, Media &amp; Social at Australia Post at the time - faced when every normal delivery channel changed or was shut off, online purchases rose by 80% in one month. And her entire team and call centre staff were forced to work from home - almost overnight.</p><p><br></p><p>Welcome to the world of rapid transformation driven by COVID, and the pressures that created for her team on the social media frontline. As she shares: \"When you fail in social media, you fail very, very publicly.\"</p><p><br></p><p>This episode explores the immense challenges Alicia and her team faced, and how they managed to turn intense online criticism into a \"kindness pandemic\" by harnessing social media's power to provide context and connection with audiences.</p><p><br></p><p>Tune in to hear her story, and learn how to take back control of your narrative in the moment you need it most.</p><p><br></p><p>TIMESTAMPS:</p><p>00:02:44 - Crisis management from bushfires to COVID-19 to online query tsunami - as teams go remote.</p><p>00:08:48 - The \"COVID kitten\" survival story.</p><p>00:10:25 - Hiring external help, and measuring social media thresholds.</p><p>00:15:09 - Positive content and community engagement - \"The Kindness Pandemic\".</p><p>00:18:09 - The importance of human stories.</p><p>00:21:34 - Resilience, recognising team effort and reflecting on transformation.</p><p>00:25:30 - Key learnings from crisis management.</p><p>00:27:26 - The importance of stakeholder awareness.</p><p><br></p><p>Full podcast details here: <a href=\"https://www.propelgroup.com.au/your-digital-reputation-podcast\" rel=\"noopener noreferrer\" target=\"_blank\">https://www.propelgroup.com.au/your-digital-reputation-podcast</a></p><p><br></p><p>--</p><p><br></p><p><strong>SUBSCRIBE FOR REGULAR INSIGHTS</strong></p><p>Subscribe to Propel Managing Director Roger Christie's regular newsletter, so your organisation gets social media right when it matters most.</p><p><br></p><p>To subscribe, head to: <a href=\"https://www.propelgroup.com.au/linkedin-for-leaders\" rel=\"noopener noreferrer\" target=\"_blank\">https://</a><a href=\"https://www.propelgroup.com.au/subscribe\" rel=\"noopener noreferrer\" target=\"_blank\">www.propelgroup.com.au/subscribe</a></p><p><br></p><p>--</p><p><br></p><p><strong>CONNECT WITH ROGER CHRISTIE</strong></p><p>Have a question, feedback or want to connect with Roger Christie? &gt;&gt; <a href=\"https://www.linkedin.com/in/rogerchristie\" rel=\"noopener noreferrer\" target=\"_blank\">www.linkedin.com/in/rogerchristie</a></p>","author_name":"Roger Christie"}