Taming the Social Media Beast in the Midst of a Crisis


By now everyone in PR knows a crisis can be just 140 characters away. They also know social media requires the same thing as a successful face-to-face conversation: listening, and earnest interaction. Among the latest to learn this lesson: the customer service executives at United Airlines. There, the PR team caught wind of a customer service issue gone wrong (in the form of a musician’s guitar being broken at the hands of baggage handlers) long after it had developed into an unpleasant online event, complete with musical accompaniment. Consumers have found the Internet to be a more effective venue for resolving customer service issues than customer service departments themselves.

Subscribe Now  |  Login


Comments Off

Deals of the Week

Get $150 Off PR News' Social Media Summit

Social Media Summit with Taste of Tech 2015Join PR News at the Marriott Marquis in New York on Oct. 5 for the Social Media Summit, where expert communicators will share in-depth case studies from their social efforts. “Taste of Tech,” a unique element of the Summit, will feature partners who “get PR” and can help you make your social initiatives more impactful.

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

Get $50 off PR News' Crisis Management Guidebook

PRNews-Crisis-guidebook-180x150-sb

Crisis management is an art, not a science. In this edition of PR News’ Book of Crisis Management Strategies & Tactics, you will discover many different views on this art, and you are certain to find takeaways that will transform the way your organization handles crises. 

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.