Crisis Management

http://www.facebook.com/pages/Butt-seriously-Chapstick/209382635798407 Oh dear. I’ll bet that in the scale of things, innocuous (though popular) consumer brand Chapstick didn’t expect to find itself in the centre of a social media firestorm this week. I mean, it’s Chapstick, right? A useful, trustworthy,…

Brands in social media: don’t create a crisis by ignoring trouble

October 24, 2011

Gemma Storey

Brands, Crisis Management, Online,

#FAIL, crisis management, Facebook, Twitter

Source: http://25.media.tumblr.com/tumblr_lcvdrw8VM61qbpky8o1_500.jpg A customer comes into your flagship store, walks up to a member of staff and says that they’re having a problem with their latest purchase. It’s faulty and they want a refund. Does the employee: a. Acknowledge…

Should advertisers pull ads from NOTW?

July 5, 2011

www.pint.org.uk As the world waits for News International to take some responsibility for the appalling story that the News of the World (NOTW) allegedly hacked into Milly Dowler’s answerphone, an interesting reputational issue is unfolding for the brands that advertise…

Crisis? What crisis?

June 30, 2011

Crisis management is the phrase du jour in the eModeration / Carrot Communications camp at the moment. We’ve been workshopping our little socks off with brands and agencies who want help with preparing for a social media crisis. In the…

How brands can manage a crisis in a social world

April 13, 2011

Gemma Storey

Crisis Management,

Brands will never be able to stop crises from happening. From an employee making a simple mistake and Tweeting from the wrong account to the discovery of a major flaw in a product prompting an urgent recall, problems will happen.…

John Lewis, a dog and a snowstorm

November 17, 2010

Comms, Crisis Management, Online,

crisis management, John Lewis,

John Lewis has upset a few people, it seems. The final scene of its Christmas ad shows a dog left out in the snow, while a small boy pins a Christmas stocking to its kennel. To say this hasn’t gone…

Shaping up reputation to handle a crisis

September 15, 2010

crisis management, PR,

We’re about to set off for Glasgow, for the second in our ‘breakfast bunker briefings’ on how to avoid a social media crisis – hosted by us, social media agency Yomego, and moderation and community management company, eModeration. The first…

Portrait of a social media crisis

July 19, 2010

#BreakfastBunkerBriefing, crisis management,