Tag: online crisis management
Managing an Online Reputation – A practical book for dealing with a social media crisis
This is my review of a book called Managing Online Reputation: How to Protect Your Company on Social Media which is a book is written by Charlie Powell and produced by Palgrave Pocket Consultants. I read it over the Christmas holidays whilst watching far too many movies and drinking too much beer, it is one of the first books that has been outreached to me, that genuinely interested me, as I felt the outreach was well targeted because I love online crisis management and cover it quite a lot here on the blog. Charlie Pownall used to be the regional managing director at Burston Marstellar amongst ... Read more
Crisis Management: Airasia Crisis Takes To Twitter
The CEO of Air Asia and owner of QPR Tony Fernandes faced his biggest challenge last month when an Airasia flight was sadly reported missing. On December 28th at 7:24 hours Airasia reported the QZ8501 flight from Surabaya to Singapore had lost contact. Updates were shared with the media throughout the day and just two days later unfortunately it was reported that the aircraft had crashed over the Java Sea and some debris had already been found. With more than a hundred passengers and crew on board Fernandes was forced into the front seat as Indonesia was seen to depend ... Read more
Social media and crisis management – infographic
I have been writing about online crisis management for years because as you know I do love a good crisis and helping out is one. It’s actually the topic I covered in Share This Too last year and more recently in an article for E-Consultancy. Anyways I have come across this fine infographic on the topic and although I don’t like everything I thought it was rather interesting.
Social Media Policy: Guarding Your Brand against PR Disasters
When actors get bad publicity, we often hear people say that even bad publicity is still publicity, implying that it doesn’t matter much what type of publicity an actor gets as long as it succeeds in making people aware of his existence. Is this philosophy true of businesses getting negative comments on social media as well? Can bad publicity still be good news for your brand? Unfortunately, that may not be the case. How you are perceived in social media often has a direct impact on your company’s general image and reputation. To avoid PR disasters via social media, you ... Read more
HMV: A great example of how NOT to manage an online crisis.
Last week’s Twitter fiasco at HMV gave us all a clear demonstration of how brands should not to act in a crisis. After the sad news that huge numbers of workers were told that they were being made redundant, angry employees, who were still able to access the brand’s Twitter account, used the site to let the world know exactly what was happening to them and this caused huge embarrassment for their bosses and the administrators. The company has of course since deleted the tweets, but in letting the incident take place at all, they have created a mini-PR disaster ... Read more