How To Defuse A Social Media Attack Before It Becomes A Full Blown Crisis

Social media drives narratives. That cannot be emphasized enough. And it is particularly true during a crisis over customer service. More and more dissatisfied customers are taking to Twitter, Facebook, and YouTube to express their displeasure over poor customer service or what they view as poor quality products

Advice For Celebrities In A Crisis

Sooner or later sports stars and entertainment celebrities are going to have to deal with a crisis. Some embarrassing media report will come out or an inopportune social media post will take off. The key to preventing them, dealing with them if they arise, and not letting them affect your career is to have a plan in place

#Boycott: What You Need To Know

Our society is more polarized today than at any moment in recent memory. Our politics is divisive. Opinions have become more outspoken and outraged. Driving all of this is social media. Social media has allowed millions to have a voice and share their opinion. It is also a driving force in spreading disapproval of a brand when it takes a stand that someone disagrees with. Brands need to be prepared when this happens

Crisis Communications In Today’s Polarized Society

Today’s politically charged environment has changed the rules of crisis management. A business may be caught in the crosshairs of a crisis just because it advertises on a show or sponsors an event. Businesses need a crisis communications plan in case they are attacked

Crisis Management Lessons From United’s Debacle

United Airlines continues to generate bad publicity days after a man was violently dragged off a Chicago, IL to Louisville, KY flight due to the flight being overbooked and room being needed for 4 flight crew.  The entire incident was filmed by other passengers with their smartphones.  The man was bloodied as he was dragged ..

Is Your Brand Ready for A Social Media Crisis Based On Today’s Politics?

Social media drives narratives.  That cannot be said enough.  Social media can also create a crisis where none existed.  Many brands are finding this out firsthand in the current politically charged and polarized environment. Today’s consumers expect brands to tell a story and share their values including their political values.  Many brands have for years ..

#JusticeForBradsWife and Cracker Barrel: What Not To Do In A Social Media Crisis

Social media creates news – both positive and negative.  Businesses of all sizes are finding out that social media posts can create a crisis where one did not exist.  How a business responds to such a post can determine if it becomes a crisis or not.  The saga of Cracker Barrel and Brad’s wife is ..