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 […]
An Excellent Example of Twitter Use in Atlanta School Shooting
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 Social Media Crisis: Should The Waitress Have Been Fired?
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 […]
Twitter Customer Service Study: Lessons Learned (with Infographic)
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. […]
Social Media Crisis Lesson from KFC: Stop Your Marketing Messages in a Crisis
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 […]
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