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Social Media Crisis Blog by Melissa Agnes
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It’s clear that the Burger King Twitter hack of Monday, and the @Jeep Twitter hack of Tuesday are not crises for the brands; they’re issues. (You can read more about these differences here) However, if these hackings persist it most certainly will become a crisis for the social media brand, Twitter, itself. And with all the [...]
By now, I’m sure that you’re all well aware of the crisis Carnival Cruises found themselves in last week when an engine fire left the ship powerless and waterless, exposing passengers to a terrible situation that lasted for days. Though there are many aspects that I could write about regarding the way Carnival Cruises handled [...]
Last night, I had the pleasure of being a guest on The Crisis Show. It had been a while since I’d been on and I was really looking forward to having a good discussion with host, Rich Klein, about some really hot topics in the social media news right now: Applebee’s social media crisis and [...]
Last Thursday, January 31st 2013, there was another shooting outside a middle school in Atlanta. A 14 year-old student was grazed by a bullet, and thankfully the wounds suffered were not life-threatening. Within minutes of the shooting, the shooter was disarmed and taken into custody. You can learn more about the shooting here. What truly [...]
Applebee’s found themselves in a lot of social media heat last week when a waitress posted the below picture to Reddit (Note: the original picture posted showed the customer’s full, readable signature): Picture credit: reddit.com However, the heat didn’t come down upon Applebee’s until the Pastor, who was embarrassed by the fact that her words [...]
Editor’s Note: The following is a guest post by Ashley Verrill, a market analyst with Software Advice, on a study she recently did evaluating different companies’ customer service efforts on Twitter – and the lessons she learned and wants to share with you. In today’s Yelp and social media-saturated world, online reputation management is paramount to success. [...]
The whole “Kentucky Fried Liver” fiasco has got me wanting to remind you all of one very important, very crucial step that must be taken in the midst of a crisis: In the very early stages of a crisis, it is imperative that you evaluate and assess all pre-scheduled marketing messages, stopping and/or pausing as many (or [...]
Let me ask you a question: How often do you monitor your Facebook Fan page? If someone started writing comments to your fans from your fan page, pretending to be you and causing havoc, how long would it take you to notice? I ask because this exact situation recently happened to the brand “Just Jeans”, [...]
Editor’s Note: This is a guest article by Tony, Jaques. It was originally published on Jaques’ regular newsletter, Managing Outcomes. Sexism – or an allegation of sexism – has become an increasingly important reputation risk for individuals, politicians and corporations. And these claims sometimes arise from what US crisis expert Jonathan Bernstein has called “mind-blowingly unprofessional” [...]
A friend of mine’s sister recently went through an ordeal at her work. An ordeal that I am completely opposed to and find a violation of her personal privacy. Let me paint you a picture without giving away any names (simply out of respect for my friend’s young sister). Let’s call the girl Anne. Anne [...]