Source This post highlights the nuances associated with crisis communications and not the merit of either case. In the era of socialized media, brands and businesses are now vulnerable to a new era of influencers – their customers. But what happens when the community that championed consumer experiences is accused of exploiting them to extort advertising dollars from the businesses affected by the reviews? User generated reviews aren’t necessarily a brand new concept, epinions, Amazon, among any others have provided…
Tracking the Obama Inauguration Across the Social Web: PeopleBrowsr Helps You Listen and Engage
Disclosure, I’m an adviser to PeopleBrowsr… In early December, we released a public alpha of PeopleBrowsr, an attention-centered dashboard for managing your online relationships, brand management, and communication in Twitter and across multiple social networks – all from one place. The public alpha is running incredibly well and thanks to everyone who contributed feedback, ideas, and recommendations, the public beta will be even more incredible. If you’re a brand manager, communications or customer service professional, community manager, or on the…
Reinventing Crisis Communications for the Social Web
Source Businesses, individuals, and organizations will, from time to time, make honest mistakes or in some unfortunate cases, intentionally support unethical decisions to dissuade or conceal something significant from its public. Whether it’s an oversight or a matter of deception, savvy companies usually employ and deploy a crises response team to prepare for, manage and attempt to positively spin the potential backlash from customers, partners, and employees related to almost anything. Crisis communications is a branch of PR that is…
Where the Streets Have Names: Learning from Bono’s Facebook Dilemma
Source What happens in the real world can usually end up on the Web for all to discover, share, and assess with or without your knowledge. According to The Mail, even Sir Bono, lead singer of U2, couldn’t escape the global distribution and network effect of Facebook. The rock star, humanitarian, and family man inadvertently shared a portion of his St. Tropez holiday, courtesy of a 19-year old and her Facebook profile. Jane Smith (name changed for purposes of this…
Nike, Just Do It: When a Local Story Runs Away on the Web and Leads to Change
Nike, this may be one of those times when you follow your own slogan. Every year, I attend the Nike Women’s Marathon in San Francisco to support my wife and my mother who run this incredible event with conviction, passion, and diligence. It’s a privilege, they believe, to participate in a special and dedicated event such as this that celebrates each other as well as the athletic achievement and capabilities of women, past and present. It’s quite the spectacle and…
Ariel Waldman vs. Twitter, When TOS Doesn’t Apply to You
Credit: Ariel Waldman This is part of my ongoing series on Crisis Communications 2.0, which helps companies and marketing professionals learn from each other to more effectively communicate with customers, stakeholders, media, and peers. I purposely waited to write this post until this discussion cleared techmeme so that I could reach a fresh set of people who could see things clearly, while also calling attention to something we overlook everyday. When’s the last time you actually read the terms of…
