One of my favorite crisis bloggers, Kim Stephens, recently published an interesting summary of two reports by Project Hazards Emergency Response and Online Informal Communication (HEROIC), on their research around the use of Twitter by officials in the Boston Marathon Bombings. There are many aspects of these reports that are very interesting, but the thing that struck […]
Carnival Cruise Suffers Long-Term Repercussions After “Poop Cruise” Crisis
I often mention the differences between a social media crisis and a social media issue. Yesterday, I evaluated how JC Penney handled their recent social media issue like a pro, and how they will suffer no negative consequences as a result – which is what defines it as an issue, rather than a crisis. Today, […]
JC Penney Handled Their Hitler Teapot Debacle Like a Pro
JC Penney was under some social heat after some Reddit users (yup, here’s Reddit again – told you it was one to keep an eye out for!) remarked that the company’s new teapot bares a slight resemblance to Adolf Hitler. The kettle that looks like Hitler – trouble brewing for American retailer JCPenney http://t.co/oOgPmPiEVB pic.twitter.com/Yp9CU97IE3 […]
Update on Rona’s Huge Customer Care Fail
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 […]
9 Ways To Make Sure Your Brand Becomes the Laughing-Stock of the Internet
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 […]
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