Melissa Agnes Crisis Management - Online Crisis Management Firm
Social Media Crisis Blog by Melissa Agnes
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Many of you have sent me warm wishes and requests for an update after my debacle with the Canadian hardware store, Rona. First, let me begin by saying that all of your well-wishes and concerns were touching and deeply appreciated, thank you! Along with the follow-up I’ve promised you, I have a few additional points [...]
Last week, a restaurant called Amy’s Baking Company aired on an episode of Kitchen Nightmares with the awesome Gordon Ramsey. Apparently Amy’s attitude on the show was so distasteful that Ramsey actually gave up on her and helping her restaurant – something he doesn’t do often. After it aired, Amy’s Facebook page was slammed with nasty comment [...]
As you know, my line of work calls for me to help a lot of brand under attack or facing crises online. As you also know, I have a clear mission through this blog to help brands protect and prepare themselves from the many risks that threaten their company’s reputation. For that reason, it is a [...]
The following infographic takes a look at social media at its best and worst in times of crisis. It highlights the potential for information dissemination along with how government officials have been using social media in times of crisis and natural disasters, and the success rate at which their missions have been successfully completed. Using Social [...]
Patrice Cloutier recently wrote an excellent piece for this blog, evaluating how law enforcement and public safety agencies need to utilize social media both pre and in times of a crisis. To add to the excellent comments and insights that Patrice so kindly contributed, the Boston Marathon Bombing is an excellent example of how society [...]
Editor’s Note: I’m pleased to be providing you with the valuable insights of Patrice Cloutier, emergency information and crisis communications, emergency management and business continuity specialist, on a recent social media incident faced by the Regina Police. The Regina Police Service recently encountered a storm it never really saw coming. After one of its officers shot [...]
Everything about social media has evolved. Everything from your audience’s understanding of the power of their collective and individual voices, to the level of expectations that they have towards your brand in a crisis. It used to be that a simple “we’re here, we hear you and we’re sorry” was enough to stop an issue [...]
I recently came across the below infographic on The Wall Blog, titled “The Fail Trail”. It’s a really interesting visual on three high-profile brands who have experienced social media crises, Nestlé, Dominos and United Airlines. The infographic details how each brand handled their crisis and the cause and effect of their actions. Check it out! [...]
Since DKNY’s response to the almost-crisis situation they beautifully handled last week, they’ve been faced with an outcry of anger, disappointment and backlash for not donating the full 100K to the YMCA, as originally requested by Humans of New York. Here is just a small taste of what DKNY is experiencing on their Facebook page: [...]
DKNY recently found themselves in an online situation that very well could have gone viral, creating a potential crisis for the brand. However, it didn’t. Instead, DKNY handled the situation promptly, directly, responsibly, sincerely, honestly, sympathetically and strategically – and wham! Crisis averted. So much so, in fact, that there was nothing more anybody could [...]