Crisis Management

Author: Gemma Storey

Managing a social media crisis

December 7, 2012

Kate Hartley

Crisis Management,

We teamed up with eModeration, Kemp Little and Insignia Communications this week to host a social media crisis event at the Cabinet War Rooms. Around 50 people (mostly from brands, but there were one or two agency representatives as well)…

November in brand #fail: from major PR crises to thoughtless tweeting

December 3, 2012

#FAIL, Facebook, reputation management, , Twitter

This month, we look at coffee, planes, shopping and…bum parties?! Would you like corporation tax with that? Starbucks found itself in hot water this November (along with Amazon and Google), after the companies were invited to be grilled by the…

August: four sexist brand #fails

September 3, 2012

#FAIL, brands, crisis management, customer reviews, reputation management, , Twitter

There must have been something in the water this August. Brands near and far were tripping over themselves be accused of sexism. Maybe some witnessed the brief national and social media anger that erupted over the Madhouse trousers back in…

June: Month of the FrooFroo

June 29, 2012

#FAIL, brands, crisis management, Facebook, reputation management, , Twitter

Clearly, I’ve missed out on some big language revolution here. Do grown women really use words like FrooFroo, noonoo and lala when talking about their genitalia? Femfresh seems to think so. Now, personally, I don’t find the brand’s choice of…

Lessons from Rehearsing a Social Media Crisis

June 20, 2012

community management, customer service, engagement, reputation management, , ,

Carrot Communications works with our client social media management agency, eModeration, to provide a comprehensive social media crisis rehearsal. We use our own closed environment to simulate an unfolding crisis, enabling brands to get to grips with what they would…

Anatomy of a crisis: KFC

May 25, 2012

brands, crisis management, reputation management,

Kentucky Fried Chicken is no stranger to reputation crises. Search for KFC on Google and the first page brings back some worrying recent results. First there’s the story of KFC challenging the order to pay compensation to an Australian girl…

Anatomy of a crisis: Yahoo!

May 9, 2012

Crisis Management

brands, crisis management, Facebook, PR, Twitter

Brands can never be completely sure of avoiding crisis situations. There are too many variables. Human error, fallibility, corruption, ambition and rivalries can cause considerable damage to a brand’s reputation and sometimes no amount of procedure can prevent this from…

April #Fail: Disaster exploitation

May 4, 2012

Crisis Management,

#FAIL, brands, crisis management, reputation management,

You would think that common sense and decency would kick in here and that no brand would even dream of using a national disaster or traumatic event of any kind to promote its product – especially if said product was…

Mad March #Fails

April 2, 2012

#FAIL, brands, PR, reputation management,