communication de crise
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Le 28 juin 2011, Greenpeace Europe lançait une campagne contre Volkswagen, un des plus importants fabricants d'automobile au monde. En fait, une voiture européenne sur cinq est une Volks. Je suis un conducteur de Vw depuis plus de 15 ans et il me semble que le fabricant a été l'un des premiers à introduire en Amérique les premiers modèles de "diesel propre"... L'objectif de la campagne ?
Le côté obscur de Volkswagen: une campagne signée Greenpeace
Patrice Leroux est responsable du Certificat en communication appliquée et du Certificat de relations publiques de l’Université de Montréal. Expert en communication numérique, M. Leroux est également mordu de médias sociaux. Formateur sur le sujet, il est lui-même actif sur la blogosphère.
Bureau de soutien à la communication en santé publique - S'inspirer
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How Car Dealerships Should Respond To A Negative Review Online | Automotive Reputation Management | Ramit Narang
The first thing buyers do today is research your Dealership online. Most of them will “Google you“ and land up on your Google Places Listing or your Yahoo Local Listing . Now it’s important to have your listings not only look professional but also show that you care for your customers. That means addressing any negative reviews properly. FACT : 20 % of all Google searches were related to Local Search For this post we’ll take a look at the reviews for Darcars Toyota of Silver Spring, Maryland. ( Disclosure: I’ve worked there back in the day.
How to Make a Public Apology | MENG Blend
I wouldn’t want to be in Kenneth Cole’s shoes right now. Last week, the designer took a digital beating from an angry Facebook mob - on his own page – after a tasteless Twitter post. Cole is infamous for writing his own copy – usually cheeky oneliners about topical events. But he stepped in it big time when he hijacked the Twitter hash tag “#cairo” with a tweet about a new spring product line that made light of the civil unrest in Egypt. Five hours and a halfhearted apology later, Cole deleted the offensive tweet and put a better foot forward with a more formal mea culpa . A well-crafted apology can go a long way towards restoring trust after a breach or error.
» Twitter Faux Pas
Posted on February 16th, 2011 by Wendy Harman Last night we accidentally tweeted from our @RedCross account something that was meant to come from a personal account. Here’s what it looked like: We realized our honest mistake (the Tweeter was not drunk) and deleted the above Tweet. We all know that it’s impossible to really delete a tweet like this, so we acknowledged our mistake: In the meantime we found so many of you to be sympathetic and understanding.Patrick Kerley is the senior digital strategist at Levick Strategic Communications . He is also a contributing author to Bulletproof Blog ™ and can be found on Twitter @pjkerley . When it comes to high profile lawsuits, it’s often been the plaintiff’s use of social media that makes headlines and wins those ever-important battles in the Court of Public Opinion. Blogs raise awareness of issues that could lead to lucrative litigation, and smart SEO and SEM campaigns can dominate the online conversation. Social media is used recruit potential class action clients. All the while, the target of the litigation — the defender — often stands mute, from a digital perspective.
What Brands Can Learn From Taco Bell's Social Media Lawsuit Defense
Dealing with conflict between a community and its manager | Community Building
As a community manager, you should expect to deal with conflict between members of your online community. What’s talked about less often is conflict between you and your community. When change breeds conflict
How Social Media Was Used During the Queensland Floods « Sysomos Blog
By Sheldon Levine - Thursday, January 20th, 2011 at 7:29 am ShareThis In 2009 I was fortunate to have lived in Australia for six months. I had a fantastic time while I was there seeing a beautiful country and meeting great people everywhere I went.Conversation Agent: Crisis Communications in Social Media: Are You Ready?
Remember the Monster's Inc. move at Domino's ? In the post, I quoted a character from the movie. CDA Agent says: "We can neither confirm nor deny the presence of a human child here tonight." Do we stipulate that there are canned customers who like to receive canned messages?
One of the most important sessions at the Global Agenda Council Summit in Dubai addressed the issue of Managing Global Risks. We are moving into an age where profound threats are emerging to the global economy, society and even the very existence of humanity. Consider something as mundane as the supply chain. Vast networks provide the world with food, clothing, fuel and other necessities.
Big Idea from Dubai: A Global Risk Management Commons Don Tapscott : : Don Tapscott
E_réputation
Open any public relations textbook and the section on crisis management will include examples of how organisations have demonstrated “best” or “worst” practice. And, it’s not just the textbooks, as recent incidents (eg Tiger Woods or Toyota) have seen plenty of advice from PR “experts” through online and social media. But, just as with the dead tree versions, these case studies are simplistic fictions. Heroes and villains are the main narrative, with a modernist approach reinforcing a recommended crisis management strategy.
PR crisis case studies in real time : PR CONVERSATIONS
Ink on your fingers from reading the daily newspaper and CNN as the source for all breaking news is almost a distant memory, as news comes to us now via Twitter and other Social Media channels almost instantaneously – and not through the same media filters of the past. As events take place in real time, Twitterers are commenting, re-tweeting and sharing images making the Twitterverse the place to have access to the real story, or perhaps just commentary without the accuracy of old traditional media (although that could be debated I am sure). News junkies, and the media themselves are getting their fix faster than ever, which means that when disaster happens, everyone will know about instantly – as it happens, leaving brands little time to send in the PR team to handle official statements and manage the messages.
Crisis Communications in 140 characters or less. - Tuesday, 9th November 2010 at 4Hoteliers
Unless you are brand new to crisisblogger you know that I think far too much of what parades for journalism today is bad for us. The competition for declining audiences leads even the most respected news organizations to resort to hyperbole, sensationalism, and shallowness. Stories too often have to create visceral emotions of fear, uncertainty, doubt or outrage–whereas the truth frequently is far more complex.