Between the web tools at your disposal and the new-found expectations of your audience, updating your customers and fans in a crisis is no longer an option. It has become a standard – and a minimum standard at that! Gone are the days when you had hours to prepare a news release or send your […]
4 Steps to Preventing a Social Media Crisis
I get asked this question often: “How can we prevent a social media crisis?” Although many crises are unexpected and unavoidable, there are strategies that you can put in place right now that will help you prevent the preventable. In fact, the Altimeter Group recently released a report stating that 76% of social media crises […]
The Employee’s Guide to Social Media Crisis Management
What happens if the company or organization you work for finds itself in a social media crisis, but hasn’t invested in a social media crisis plan? What do you do when the stress of the situation starts to escalate and you’re still left unclear of your role within the crisis? When you feel unhelpful, confused […]
When Is It Acceptable to Delete Negative Comments Posted to your Social Media Channels?
Those of you who know me know that I am a strong believer in never deleting negative comments posted to your social media channels by angry, upset or disappointed fans and customers. There are several reasons for this: It adds insult to injury, provoking further escalation of the negative situation It goes against the social […]
How Soon Should You Respond to a Social Media Crisis?
It may seem like a no-brainer, but I still see organizations who find themselves under social media attack and wait hours and – gasp – even days to respond to the crisis. Although there’s an appropriate way to respond to a social media crisis, no time is too soon to get all the facts of […]
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