Tag Archives: crisis management

Eat, drink and prepare for a social media crisis

The food and drinks industry has a particularly tough job. A mistake made in food preparation or manufacturing can threaten public health. Twenty years ago, if a customer found a foreign object in their loaf of bread they’d complain to the store (and possibly tell the local paper). These days you can bet that the […]

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Rehearsing a social media crisis: talking direct to consumers

We were in New York at the end of last month, running a series of social media crisis simulations and workshops for brands and agencies. Last year, Carrot and eModeration teamed up to combine our experience in PR, social media and crisis management to create a social media simulator. We did this because we both […]

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Five ways to alienate your customers

The horsemeat scandal isn’t really about food safety, it’s about trust. How can people trust the food that they’re eating? How can the brands involved reassure consumers that they’re taking the issue seriously and doing everything in their power to ensure the safety and quality of their food? Tesco and Waitrose have both promised changes […]

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More on last week’s crisis simulation

There’s a great Storify by Tia Fisher of eModeration (www.emoderation.com) that takes you through the social media crisis simulation we ran last week, which I’ve embedded below. [View the story "Social media crisis simulation workshop " on Storify]

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September in social #fail: the good, the bad and the ugly

An Unexpected Journey Ah, Apple. How I love your shiny, money-burning gadgets. How I fervently covert all the iPads and the MacBooks that I see flashed around by the cool crowd who are probably even now wondering, did she just make a Hobbit reference in this blog post? Yes. Yes I did. Anyway, über cool […]

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August: four sexist brand #fails

Nike Gold Digging t-shirt

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 March. I can just imagine someone chewing on the end of their cigar, thinking “I’ll […]

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June: month of the FrooFroo

Fake Shell

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 language offensive, I just think it’s a bit stupid. I did, however, find some of […]

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Anatomy of a crisis: KFC

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 that had suffered brain damage caused by salmonella poisoning (the article claims that sometimes staff […]

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