crisis communications posts, articles, and infographics | Social Media Today
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crisis communications


Fitbit's Crisis Communications Misses Social Mark

February 25, 2014 by Scott Gulbransen

Fitbit's recall

I'm looking at the case of Fitbit's voluntary recall and subsequent 86-ing of their top new fitness tracker, the Force, from two very different points of view: one as a communications and marketing professional, and the other as a loyal customer and brand advocate. It’s the latter that has motivated me to draft this post.[read more]


8 Easy Ways to Use Social Media to Optimize Your PR Campaign

November 11, 2013 by Erin Richards

Social Media and PR

Social media and publicity go hand in hand. In fact, they need each other in order to function most effectively, as intelligent and responsive community management for a brand will often help or exacerbate a PR crisis as it unfolds in real time.[read more]

10 Tips for Online Crisis Coordination

October 20, 2012 by Brian Adams

Think of several crises that may befall your organization: a leaked YouTube video of an off the cuff comment made by your CEO, a racist comment made by a member of your staff to a client or customer, a product defect that injured or poisoned a consumer, or an ill advised post that went viral (see KitchenAid post). In any of these cases the response would be different based on the specific issue, the seriousness of the claim, or the staff members involved.[read more]


Webinar Replay: How Can Content Curation Support Crisis Communications?

September 5, 2012 by Cliff Figallo

Talented content curators maintaining high standards in the online content available to the public about your company can mitigate PR damage, speed appropriate response and calm crisis situations - so how can you build an effective curation practice in your communications outfit?Artful businesses and organizations in the social media age...[read more]

An Insider's View of Crisis Comms and Social Media in the C-Suite [CONVO]

March 14, 2012 by Neil Glassman

The air can often get very thin in the executive conference rooms of large corporations. How are those at the C-level maintaining their brands' reputations and dealing with crisis as news cycles continue to shorten because of Twitter and emerging platforms? And are there lessons for small- and medium sized businesses to be found in their travails? Bill Wohl, former CCO of HP, discloses the answers.[read more]

How Does FedEx Grade Out for Their Handling of Their Recent Delivery Driver Debacle

December 23, 2011 by Steve Olenski

How a brand handles a crisis is of course very important. The recent FedEx delivery driver debacle once again brought to light the need for proper crisis management. A nationally-renowned expert of crisis management weighs in.[read more]


Whose Interests Do the Media Really Represent? What to Do When Worlds Collide

October 10, 2011 by Chris Syme

"What does the public really have a right to know?...We live in a culture where news is 24/7 and privacy is off limits. When the media masquerade their intentions to get more eyeballs under the umbrella of public rights, how do we approach our response as communicators?"[read more]

Social Media Crisis Fail: How Not to Handle a Campus Shooting

September 21, 2011 by Chris Syme

"In a statement to the local paper, university officials said they decided not to invoke the emergency text message system because there was no threat to staff and students. UM Executive VP Jim Foley said he was pleased with the way the university handled the shooting. I wonder if VP Foley read the comments on the school’s Facebook page?"[read more]

The role of online and social media in natural disasters

January 16, 2011 by David Micallef

As the cleanup continues from the tragic floods in Queensland, I thought it would be appropriate to write about the role that social media increasingly plays in both the immediate response to a disaster, and the long-term recovery. Having worked through the Victorian Bushfires of February 2009, the preceding heatwave and an ongoing role...[read more]

10 PR Lessons UPS Has Learned from the Fedex “Brown Bailout” Campaign

September 8, 2009 by Dan Greenfield

Using social media to address a PR crisis was the focus of the September Luncheon of the Georgia Chapter of the PRSA - which I attended last Thursday, courtesy of Steve Robinson of Business Wire. Lynnette McIntire, manager, UPS Public Relations and Debbie Curtis-Magley, manager, UPS Public Relations discussed their response to...[read more]

Swine Flu Showing The Best - And Worst - Of Social Media In A Crisis

April 29, 2009 by Dave Fleet

I've written and presented in the past on potential uses of social media in crisis communications. In the past, it's been about the potential uses. In the last few days, though, we've seen some of the best - and worst - potential uses of online tools (social and otherwise) to communicate with the public in an emergency. While hardly...[read more]

Social Media and Crisis Communications: My Talk Is Cheap Presentation

November 16, 2007 by Dave Fleet

Following-on from my last post, last night I presented a session on the crossover between social media and crisis communications at the Talk Is Cheap unconference. I spoke in particular about the 2007 California Wildfires and how social media could have been used more effectively in that situation... in essence a longer, more in-depth...[read more]