Social Media Meltdown: Tweeting Your Way Into and Out of a Crisis


Crisis communications was never black and white, but the proliferation of social media platforms has caused the shades of gray to get even hazier—so much so, in fact, that it can be difficult to distinguish between a tiny flame that will extinguish itself and a full-blown forest fire. Twitter —by no means new to the scene, but having taken center stage only recently—makes it even harder to define “crisis,” as a less-than-140-character complaint can slide under the radar just as easily as it can prompt a reputation meltdown. It’s a lesson companies like Comcast learned the hard way, but one that’s led to marked improvements on the online crisis management front. After falling victim to a Twitter tirade by unhappy customers, Comcast pioneered a new customer service strategy by tweeting back. And why not?

Subscribe Now  |  Login


Comments Off



Deals of the Week

$150 Off PR News' Social Media Summit

socialmedia201602-180x150Join PR News in Huntington Beach, CA on Feb. 26 for the Social Media Summit, where you'll be immersed in real-world, tactical case studies from brands, nonprofits and agencies and get takeaways in pulling and analyzing social media data; emerging social platforms and apps and so much more. 

Use code “150” at checkout to save $150 o the regular rate.

$50 off the CSR & Green PR Guidebook

csr_vol7_print_digital-thumbPR News’ CSR & Green PR Guidebook, Vol. 7 captures best practices in communicating the positive relationships that organizations are building with their communities of interest. This six-chapter guidebook connects the dots between the effective communication of positive social contributions and corresponding improvements in bottom lines.

Use code “50off” at checkout.

Save $100 on a PR News Subscription

cover5.18

 

Let PR News become your weekly, go-to resource for the latest PR trends, case studies and tip sheets. Topics covered include visual storytelling, social media, measurement, crisis management and media relations.

Use code “SUBDEAL” at checkout.

Comments are closed.