If you’ve visited my blog a couple times, by now you know what to expect: some kind of lesson, advice, examples, etc on social media crises and online reputation management.
That said, I want to do something a little different today. I want to hear from you on the subject!
Last week I came across a Facebook statement issued by Irving Oil after they experienced a carbonate tank get over-pressurized while undergoing some maintenance work. As we’ve seen before, this type of situation can easily escalate and result in both an online and offline attack. However, Irving Oil was quick to release a statement and the situation was calmed immediately.
So, the “something a little different” that I want to do today is, instead of analyzing Irving Oil’s Facebook statement myself, I want you to do it! Take a look at both the statement they issued and the response they received from fans and local citizens and tell me, in the comments section below, what they did right, what they did wrong and/or could have done better, if you feel that they could have done so. I will, of course, review your thoughts and analysis and tomorrow I will post the results, plus an analysis of my own!
I’m looking forward to this exercise and hope you will partake!
Here’s Irving Oil’s message:
Tell me what you think!
- What did you think of Irving Oil’s response/message regarding the crisis?
- What was the response from their fans?
- What take-aways can you learn from this message and use in your own crisis communications?
Update: The results are in, here’s what you guys had to say about Irving Oil’s crisis statement.
Author of Crisis Ready: Building an Invincible Brand in an Uncertain World, Melissa Agnes is a leading authority on crisis preparedness, reputation management, and brand protection. Agnes is a coveted keynote speaker, commentator, and advisor to some of today’s leading organizations faced with the greatest risks. Learn more about Melissa and her work here.