Crisis communications
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How Brands Can Manage Facebook Comment Overload
Jason Keath is the CEO of Social Fresh, the leading social media education company for marketers. He works with industry leading brands, agencies and vendors to produce social media conferences and online social media training programs. Follow him on Twitter @jasonkeath. Human beings are social by nature, and not surprisingly, we choose to spend much of our talkative time on Facebook. Comscore released data in December 2011 that showed Facebook is virtually synonymous with social media. Worldwide, people spend three out of every four minutes of their total social networking time on Facebook.
6 Steps for Protecting Corporate Reputation in the Social Media Age
Layla Revis is vice president of digital influence at Ogilvy PR Worldwide. Her specialties include international affairs, tourism and multicultural marketing. It takes years to build a good reputation, but seconds to damage it beyond repair, as executives at companies from Dell to Domino’s certainly have found out. This was a sentiment echoed by executives at the Senior Corporate Communication Management Conference in New York when discussing social media and corporate reputation and how to embrace the new reality of immediate communications. When you consider the sheer volume of earned media, or word of mouth generated on the Internet each and every day, it is clear that “controlling” messaging is no longer an option for large companies, who, for many years, have been in the driver’s seat when it comes to their own reputation. So how can a reputation bashing be avoided on the social web?
These witness accounts have become common in over the past year, especially in violent cities where the news media have been compromised by corruption or killings. But the flurry of Twitter messages about the bodies arrived at a telling moment — on the same day that Veracruz’s State Assembly made it a crime to use Twitter and other social networks to undermine public order. It is the first law of its kind in Mexico, but most likely not the last. At least one other state, Tabasco, is considering a similar measure, and all across Mexico, public officials are now complaining about new technologies that can help spread rumors. Panic is the fear: Two people in Veracruz were charged last month with terrorism and sabotage after their Twitter messages — spreading a false rumor that schools were under attack — seemed to cause traffic accidents as parents flooded the roads.
Mexico Turns to Twitter and Facebook for Information and Survival - NYTimes.com
Study: Most companies are not prepared for a social media crisis | Articles
As emptied grocery store shelves along the East Coast proved last week, people like to prepare for impending crises. That is, unless those crises are happening on social media sites, a recent study from Altimeter Group found. "Companies are quick to deploy the latest social media technology, yet most companies are not prepared for the threat of social media crises, or the long-term impacts to business," the Altimeter report states in its executive summary. About 76 percent of crises could be avoided or diminished, the study found. Even companies that have implemented advanced social media policies are ill equipped, because of what the report calls "fragmented technology" and a failure to tie concrete customer data to support systems and "the product roadmap."
What Brands Can Learn From Taco Bell's Social Media Lawsuit Defense
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.
, celebrated for engineering cars so utterly reliable that they seemed boring, endured revelations that its most popular models sometimes accelerated for mysterious reasons. The energy giant , which once packaged itself as an environmental visionary, now confronts the future with a new identity: progenitor of the worst in American history. And the Wall Street icon , an elite player in the white-collar-and-suspenders set, found itself derided in Rolling Stone as “a great vampire squid wrapped around the face of humanity, relentlessly jamming its blood funnel into anything that smells like money.” Last month, Goldman agreed to pay $550 million to settle federal securities fraud charges. “These were real reputational implosions,” says Howard Rubenstein , the public relations luminary who represents the New York Yankees and the .
P.R. Missteps Fueled Fiascos at BP, Toyota and Goldman - NYTimes.com
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."