As the saying goes, “you can’t please all people, all of the time”. While this statement is true, the relevance and potential impact of disgruntled customers has been significantly amplified by the advent of social media. Companies have to be prepared to respond to negative comments and negative reviews in a way that satisfies not only the person doing the complaining, but the wider the audience looking on and reading your response.
Though SXSW ended a couple of weeks ago, an event put on by Polpeo, a social management service, is still on my mind. They hosted a clinic that simulated brand crisis – a firm’s CEO is caught getting drunk, obnoxiously hitting on women, and doing drugs in a bar. Participants were then divided into teams, and then graded on how well they handled the crisis.
Are you playing Russian Roulette with your social media practices? Maybe it's time for a social media crisis check-up to see if you're engaging in any risky behavior. Here are five red flags to get you started.
In a crisis, dissemination of information is a high priority. While social media strategy is vital in business, it is more important in crisis. Here are some principles to follow that will help you figure out how to plan for crisis communications using social media.
Large organisations' social media crises have become a daily part of the news. Whether it is an employee going rogue or a hacker taking over a corporate account, a lot of these social media crises can be avoided. Not by extensive (and expensive) security programs or banning the use of social media at work, but just by common sense. Here is a look at two specific social media crises which involved Burger King and HMV.
Normally, when an issue of religious censorship bubbles up online, all hell breaks loose. Here's how a student group at Louisiana State University responded to such an event with class and saved the university from a nasty PR mess.