Below you'll find a list of all posts that have been tagged as “social media crisis management”
Is this a wake-up call for YouTube about expectations and reputation? It only took one week for YouTube Rewind 2018 to become the most disliked video of all time, at the time of this writing now carrying a staggering 14 million dislikes and counting. The annual review video is a …
We tell clients to get an outside perspective on things like new products or services whenever possible. When you’ve been close to a project you tend to only see what you want to see, and not what the savage eyes of critics will spot immediately. Boutique and vintage brand BelleChic …
Not preparing for crisis is begging to have one If you’re online reading this, chances are you know that almost every crisis or reputation threat today involves social media to some degree. Yet, a shocking number of organizations are not prepared to deal with crisis social media at all. It’s like riding …
A promising sign, but is it enough? In late January, Twitter VP of Engineering Ed Ho put out a number of posts addressing the blue bird’s renewed focus on user safety. Though we typically take these types of announcements with a rather large grain of salt, less than one month …
Don’t point outrage in your own direction with an inappropriate “tribute” share Cinnabon’s Carrie Fisher tweet is the latest in a long string of inappropriate social media shares following the death of public figures. One concerning trend is that the majority of these faux pas have come from organizations large …
When the need to respond to complaints clashes with a lack of training dangerous sparks can fly Dealing with online reputation is a regular part of doing business today, so much so that many overlook how disconcertingly easy it is for even an employee who means well to bring you into …
WARNING: While this post does not contain NSFW images there is NSFW text displayed in the screencaps below. Mike Webb is an independent candidate running for Congress in Virginia, and earlier this month he caused quite a stir when he posted a screenshot to Facebook that clearly displayed two tabs …
Knowledge that will help keep your communications on point Knowing what communication platforms stakeholders prefer, along with how they’re actually using them, is key to delivering your crisis messaging on target. We discovered this HubSpot infographic that nicely displays how people make use of one of the premier social media …
Know who’s using what to maximize messaging Every communications plan has (or should have) a social media component. And, as with other forms of media, you’ll want to select the social media platforms best suited to your intended audience. The precise demographics on the most popular platforms are constantly shifting, but …
Essential info to help you manage reputation As much as many would like to believe they can ignore them, fake them, or land five-star ratings without going the extra mile, online reviews play a role in nearly every business today. Learning about the experiences of peers and other influences is …
Know the communication tools your stakeholders prefer Knowing how whatever audience you’re trying to communicate with is using social media is an essential part of crisis management today. Let this infographic by DocStoc get you started on some crucial learning that will help you get your message out when the …
Watching what you post is a must for both personal and business crisis management Sharing on social media seems innocent enough to most, but it can create all sorts of issues. One of the most common, and most damaging, is oversharing of personal info. As you can see in this …
Social media’s impact on search position gets another boost Twitter Inc. has struck a deal with Google Inc. to make its 140-character updates more searchable online. In the first half of this year, tweets will start to be visible in Google’s search results as soon as they’re posted, thanks to …
Knowing how media will change and grow is key to being positioned to use it effectively Keeping tabs on the changes to the tools we use every day is part of staying prepared to deliver the best crisis management possible. Of course, what tool has made more of an impact …
[Editor’s note: The following is a great example of real-life crisis management methods used by PR pro Karl Robe to cope with an unrelenting upset customer that took her complaints to social media and beyond.] Dealing with problem stakeholders on social media A national retailer client of Karl James & …
