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

Get $150 Off PR News' Big 4 Conference

 big4-180x150-july16
Join PR News at the Hyatt Regency in San Francisco on August 6 for the Big 4 Conference, where expert communicators will share in-depth case studies from their Twitter, Snapchat, Facebook and Instagram strategies.

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

Get $50 off PR News' Social Media Guidebook

book-socialmedia-180x150

This 11-chapter guidebook focuses on communicating in a mobile and social world, winning the attention of audiences, social media listening strategy and technology, social media measurement and so much more.

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.