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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 [...]
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: The following was written by Patrice Cloutier, a specialist in emergency information and crisis communications, emergency management and business continuity. This post originally appeared on Patrice’s blog – which is totally worth checking out by the way! S for strategic O for operational C for collaborative I for informative A for adaptable L for [...]
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! [...]
There’s no mistaking the impact of strong negative emotion with which your stakeholders will identify, in a social media incident, that immediately escalates the would-be incident to a crisis level. I say there’s no mistaking it, but really, this critical red flag is mistaken – or just plain missed – quite often. Let’s take the [...]
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 [...]
2012 saw a lot of social media crises and issues take shape. Some were handled extremely well, and others were handled so poorly that the rest of us were left scratching our heads saying “what were they thinking?!!” No matter what, one thing’s for sure: these online issues gave us all some great examples and [...]
From Internet defamation to social media crises and one’s online reputation management, it seems that every other week a new brand is teaching us all a lesson or two in proper online conduct and social media crisis management. As I reflect back on 2012, I remember early on in the year when the Altimeter Group released [...]
Typical questions that brands have faced in the past regarding social media, have included: Should our company be on social media? How can we utilize social media for leads and sales opportunities? Is it possible to track KPI’s and ROI on social media? Today these questions seem prehistoric, don’t they! As we near the end [...]
Over the last week you’ve heard from myself as well as other crisis management pros in the industry, about ways and the importance of handling both global and local online issues. Today I’d like to share with you another important message on the subject, this time from crisis management pro and author, Jane Jordan-Meier. Jane [...]