Crisis Management
Managing a social media crisis
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)…
Read More November in brand #fail: from major PR crises to thoughtless tweeting
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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…
Read More August: four sexist brand #fails
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turned_in_not#FAIL, brands, crisis management, customer reviews, reputation management, Social Media Crisis, Twitter
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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…
Read More June: Month of the FrooFroo
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turned_in_not#FAIL, brands, crisis management, Facebook, reputation management, social media, Twitter
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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…
Read More Lessons from Rehearsing a Social Media Crisis
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turned_in_notcommunity management, customer service, engagement, reputation management, Social Media Crisis, social media crisis simulation tool, Social Media Training
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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…
Read More Anatomy of a crisis: KFC
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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…
Read More Anatomy of a crisis: Yahoo!
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…
Read More April #Fail: Disaster exploitation
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…
Read More Mad March #Fails
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This month we bring you a selection of international failure. One thing that we try to emphasis in our social media crisis training is that brands cannot isolate offline events from spreading to the virtual realm. It just takes one…
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