All tagged crisis management
In this final post of our three-part series on guilt-proofing your brand, I will cover some actionable tactics you can take from both the marketing and social perspectives. However, be forewarned that this is not a step-by-step cheat sheet. Each conflict is unique. Take this outline and modify it based on the severity and complexity of your situation.
Quick background, Jim and I worked together at Luckie and Company in Birmingham, Ala., (ROLL TIDE!) in the late 2000s. Since then, we have established not only a personal friendship, but a growing respect for our mutual industries. Jim's speciality is public relations, you can find additional information at the bottom of this article about him and his practice.
Over the past few weeks we witnessed a few monumental explosions of social media reactions. One over statements made by Phil Robertson of “Duck Dynasty.” The other one was from now former public relations executive Justine Sacco, who made of the infamous #HasJustineLandedYet Tweet. Both situations fall into the always attractive “hindsight is 20-20” silo.
With that out of the way, I can say that I hope his overly lifted face rots in hell, where he will spend an eternity being relentlessly tormented and ridiculed by bullies. Now that I’ve given you a tiny hint about my personal opinion, I think it's time to create a post that is open for debate.
OK, so maybe not my LAST post for the year ;) So sue me, I won't shutup.
So you open your package that you've so eagerly waited for and notice that it's broken. So upon review of your surveillance equipment you come across this little gem:
"Pulling a qwikster" – the act of a company returning to its previous way of doing something after making an ill-conceived decision and being slapped by innumerable denizens of the social media community. The decisions are usually an attempt to create more revenue without doing any real work. Even worse, these decisions sometimes kill beloved products or services that the company does not consider cost-effective.
Take a look at a recent webinar I just did with Starmark. One of the many responsibilities that I have with our agency is that of (hopefully) a thought leader. Additionally we aggressively write what we call "eTIPS" every week and I highly recommend that you subscribe to them. While these tips are directed at digital marketing professionals, I think most business owners will get something from the intelligence. We give a ton a great content away. That being said, enjoy the presentation:
I go ballistic every time I read another blog post from someone who provides this frothy bit of advice: "Have a crisis-management plan in place." Gee thanks.
That's it? How about a little help with the plan, pal. Otherwise it's like giving someone a smoke detector, but not telling them they need to take it out of the box, install a battery and mount it in the hallway. You've given them a great tool but they're still going to burn.
You hear a lot of companies doing their best to jump on board constructing "Social Media Policies" (SMP). SMP are indeed the foundation from which you must not only hire the respective positions from but mandate that anyone within your company that uses social media tools understands. We here so much about a few key strokes ruining brands these days with the misuse and lack of understanding that can come from not using social media properly...