McDonald’s has been playing their cards at attempting honesty and transparency. A smart move for the brand who is often accused of quite the opposite. Within one of their Canadian websites, they offer customers the opportunity to ask them any question that’s on their mind. McDonald’s then replies directly to the question either by written […]
Take a Cue from Browns: How NOT to Respond to a Social Media Crisis
Yesterday afternoon, an online friend of mine, Richard Hall, brought a rising social media crisis to my attention: #BoycottBrowns. With tweets coming in by the minute, 82,000+ Facebook group members boycotting the bar, and people showing distaste and utter bewilderment across the social media board, Browns Independent Bar, in Coventry, England, was sure wishing they […]
Your Social Media Account Has Been Hacked. Now What?
It can happen. Your social media accounts, with all the power, voice and reputation they hold, can become the target of a hacking nightmare. One minute everything is fine and dandy, and the next, your fans or followers are receiving posts or tweets that are not being sent by you. These posts and tweets can […]
5 Lessons from Penn State’s Social Media Crisis Communications Fail
The verdict is out. On June 22, 2012, Jerry Sandusky was found guilty on 45 of 48 charges of sexual abuse to children. He faces a sentence of potentially hundreds of years in prison. But what about Penn State? How – or will – they ever be able to repair their once good name and […]
How to Use Social Media to Communicate Your Message in a Crisis
Communication is critically in a crisis. When it comes to using social media to communicate your message it can get a little overwhelming. So many channels, so many expectations, so many opportunities. Where do you begin? There are three cores to using social media to communicate your brand’s message throughout a crisis: Your message The […]
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