The term “social media crisis” has lost all meaning. With everybody calling every issue that takes place on social a crisis, and with social media marketers, PR professionals and others claiming that they’re “social media crisis specialists” I have no choice but to roll my eyes and laugh… and help my readers not fall into […]
Don’t Fear Social Media Issues. Embrace Them!
Yesterday I wrote about the situation British Airways found themselves in earlier this week when an unhappy customer purchased a promoted tweet to complain about the lack of customer service provided by the airline. Today I’d like to talk about British Airways’s response to that promoted tweet. When Hasan Syed paid to promote the following tweet: […]
KitchenAid: An Excellent Example of Successful Crisis Management
I often talk and show examples of the mistakes companies make when it comes to their social media crisis communications and planning. But when a company does it right, and enables themselves to take a social media issue and refrain it from becoming a crisis, well, I just LOVE to share those success stories and […]
When Does a Social Media Issue Campaign Go Too Far?
Editor’s Note: The following post was written by Tony Jaques, an Australian Issue and crisis expert and author of the online newsletter Managing Outcomes. It all started when Nestle made a minor change all around the world to one of its leading baby formula products. Unlike anywhere else, some Australian mothers started a social media campaign […]
How To Prepare For Both a Social Media Crisis and a Social Media Issue
This week I’ve identified the difference between a social media crisis and a social media issue, and laid out some simple techniques and examples to differentiate between the two. I thought the best way to end this important series would be with some guidance on what to do with it all. Where do you go […]
