E-branding - Crisis management - Techniques
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The Anatomy of a Social Media Crisis
Social media crises are on the rise, but 76% of those that occurred since 2001 could have been diminished or averted with the proper social media investments, according to a report by Altimeter Group released on Wednesday. For the report, entitled “Social Business Readiness: How Advanced Companies Prepare Internally,” Altimeter Group analyzed 50 social media crises that have occurred since 2001 and found that those reaching mainstream media have risen steadily through the past decade, with just 1-2 incidents per year in the first five years and a total of 10 social media crises last year alone. The report also sheds light on exactly how social media crises arise and how companies can avoid them. The majority of businesses caught up in social media crises lacked proper internal education programs, but the lack of a professional staff, triage system and employee social media policy were also key problem areas for companies.
5 things to consider before firing back at online critics | VentureBeat
(Editor’s note: Curtis Smolar is a partner at Ropers Majeski Kohn & Bentley. He submitted this column to VentureBeat.) A reader asks : My business has been hit with several negative reviews online that I believe are unfair. Can I stop them? Answer : In general, you cannot stop someone from saying something negative about your company unless they are violating a law, such as libel.
Crisis management - standard operating procedures - Being Peter Kim
I flew on Southwest Airlines earlier this week, three days after the company faced - and averted - a major crisis. ( This WSJ article contains an excellent synopsis of what transpired.) In contrast, the airline faced a crisis of a very different sort two months earlier, when a movie director with over a million Twitter followers complained about being poorly treated . In the corporate communications function, crisis management comes with the territory. But with the rise of social media, the communications landscape has changed, introducing new players and parameters into situations.
Savvy site owners are getting pretty keen on getting those nifty Twitter and Facebook buttons onto their home pages these days! Thing is of course, having them and using them, properly, can often be two different things! A Tweet today is not a sale tomorrow!
Why You Must Reply To Your Followers Hue And Cry! | Social Media Today
Hello. I’m doing a new sort of post today. If you didn’t already know I work for a charity on their social media, so I suppose that makes me fairly knowledgeable about how charities and businesses more generally can develop a presence online, which is something the majority really ought to be doing already for reasons I won’t go into right now. One of the major motivating factors in getting a company to take social media more seriously and actively take part in it is the possibility that a crisis may erupt on social media, which they’ll need to deal with online.
Managing a Crisis on Social Media
With more and more companies now integrating social media activities and engagement as part their overall marketing and PR strategy, it is important that as part of this strategy brands also focus upon the importance of effectively managing and monitoring the potential risks involved. Due to the sheer growth in conversations and user-generated content, by its very nature social media leaves brands and users open to a number of risks as well as opportunities. As a result, the need to be proactive, identify possible risks ahead of time and develop an appropriate social media monitoring platform and process is key. Additionally, the integration of an effective internal management platform is also important, to ensure user access to accounts is coordinated and utilised in the right way, clearly communicating social media guidelines and allocating resources within the organization more efficiently.
Three Key Ways Brands Can Manage Risk in Social Media | Social Media Today
The keyword for when you’re dealing with a potential damaging issue is NOW. 1. To be one step ahead of whatever might happen, always remember to monitor your mentions in social media. You have to constantly be there to watch everything that’s happening in social media, if you don’t want to be caught off-guard. 2.
Top 7 best practices for crisis management in social media | Social Media Today
10 Ways to Use Your Blog to Manage a Crisis
This guest post is by Jeff Domansky of The PR Coach . Your blog is a very important part of your personal image or company brand. While you’ve invested time in its development, have you ever thought about how you could use your blog to manage a crisis? Image by Jeff Domansky of Fotolia.com, used with permission It lets you control your message without a media filter. It speaks with authority as your “voice of record.”
How to Deal with Negative Comments
I agree with DMS. Negativity is part of life and entrepreneurs should deal with it. If it is just emotion, everyone will see right through it and figure the the person had a bad day (which happens to us all). All comments help you define your value proposition. But a think skin and an appreciation for criticism can actually create great opportunities to expound upon an idea in your blog or other shared content and further prove yourself a thought leader to those on the fence. Great post and video.
8 ways to deal with negative comments in online communities | @SilkCharm | Laurel Papworth
How do you respond to a negative comment in an online community, on Facebook? Shut the Page down, ban the commenter, suck up to them? How about a bitchy tweet on Twitter?Royal Mail recently got in touch to see if I could contribute a “how-to” article for their Contact Magazine. They were nice enough to let me share the resulting piece, so here are my 6 steps to social media crisis recovery. 1. Listen It’s absolutely crucial to make sure you are fully aware of what is being or has been said about your business.
6 steps to social media crisis recovery / we are social
The Art of Handling Criticism Gracefully | zen habits
‘Conventional people are roused to fury by departure from convention, largely because they regard such departure as a criticism of themselves.’ ~Bertrand Russell If you’re going to do anything interesting in the world, criticism is an unavoidable fact. You’ll be criticized, because you’ll make mistakes, because some will be jealous, because people have opinions about anything interesting, because people want to help you, because some want to drag down those doing anything different. Once Zen Habits started to take off — I had 26K subscribers at the end of my first year in 2007 — I received all kinds of criticism.In 2006 I participated in NOLS’ Summer Semester in Alaska , a 75-day kayaking, backpacking and mountaineering course, which helps students gain wilderness and leadership skills. A few days in I got my first review. I was a wreck. I packed my backpack as if I were paying homage to the Leaning Tower of Pisa. The most palatable meals I cooked were the ones that were burned beyond recognition. I might have been able to properly affix a rainfly to a tent, but I’ll never know because nobody trusted me to keep their tent dry.
Responding to Criticism - Robby Grossman
Designers receive critiques on an everyday basis; from the clients they are working for, friends that want to help, and colleagues that want to share their opinion. As professionals, we need to be able to handle ourselves gracefully in these situations. But controlling your emotions and accepting critiques in a professional manner isn’t always the easiest thing to do. However, feedback–negative or positive–is important in our line of work, and necessary in order to produce design work that meets the requirements of our clients and bosses. Receiving critiques is also a great way to grow as a designer .