Nov 3 Posted 2 years ago
So true, geewhizkid - thanks for your comment. Basic communication is so critical in any crisis. For example - they were quick enough to tell media that resources were not being diverted, but there was never any specifics shared to back up the claim. Leveraging their social resources to stream that information could have made a vast difference.
Plus, the situation was very, very predictible. They spent millions bringing in resources and doing a fantastic job in evacuations, rescue and recovery - a HUGE cheer for our first responders and volunteers saving lives, and bringing back a semblance of normal wherever possible - but social communication was completely overlooked.Not a small thing when it is one of the primary resources of real-time communiation in NY, NY and globally.
It should have been thought through. No doubt this will inspire cities and municipalities all over the globe to put their own crisis management strategies in place for social media. SO IMPORTANT.
Nov 2 Posted 2 years ago
You hit it on the head Carrie. No matter how much effort the NYCMarathon planners were spending to not divert resources, donate over and above to local needs, and bring media attention to NY, they failed at the simplest social tasks: to listen, respond honestly and transparently, and do it quickly.
Another example of social media 101.
Nov 2 Posted 2 years ago
As an addendum - news just hit 30 minutes ago that the marathon has been CANCELLED. The mayor's office issued a statement that I just caught on USA Today at http://www.usatoday.com/story/news/nation/2012/11/02/new-york-city-marathon-bloomberg/1676883/.
The Facebook page for the event still has not updated their cover image to announce the cancellation.
Given the public outcry, and the failure to act with decisive crisis control transparency, I don't see there was much choice. What do you think?
November 24, 2015An exclusive, live webinar on November 24th at 12pm ET/9am PT Description coming soon.
November 17, 2015An exclusive, live webinar from Social Media Today on Tuesday, November 17th at 12pm ET/9am PT. Description coming soon.
September 03, 2015The Social Customer Service Index 2015Measuring Use and Effectiveness of Social Media Tools for Customer Service An exclusive whitepaper bro...
September 02, 2015Word-of-mouth marketing has always been a powerful driver of consumer behavior. Every experienced marketer knows that customers are mo...