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 […]
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 […]
Poor Customer Service Can Lead to a Social Media Crisis – Some People Still Don’t Get It
Poor customer service leads to a potential social media crisis – and company owners, big and small, need to realize this. I recently had my own horrific experience with a local restaurant and the astonishing (in a very bad way) restaurant owner. I won’t go into details (too much) but the entire experience left me […]
Interview with Taylor Guitars: The Power of Real-Time Communication
Taylor Guitars is a happening brand! They make a great product, connect with their thousands of loyal fans on a personal and regular basis, and know the power behind a little creativity and a strong real-time communication strategy. I was lucky to have the opportunity to sit down with Chalise Zolezzi, Communications Manager over at […]
Passing The Blame is Not An Acceptable Crisis Response: A Look At The Top #Fails in the News Today
Excuses, excuses, excuses. Between Mike McQueary, Linkedin and Jay Townsend, is no one able to own up to their actions – or rather their non-actions – and just shoulder the blame for which they are due? If your aim is to resolve a crisis in the shortest amount of time, then passing the blame and […]
