Social media have changed the nature of the crises faced by brands. Beyond the event-based crises which we typically think of, such as a product recall, brands also face far more informational crises. These involve misinformation or negative perceptions spreading about a brand, undermining its value. Social media increase the frequency of this type of [...]
In retail, it’s generally considered quite negative to have over 1,000 people protesting out the front of one of your flagship stores. Unfortunately for high-end Italian fashion brand, Dolce & Gabbana, that’s precisely what happened to them recently in Hong Kong. Protests also extended into social media, with some alarmingly renaming the hip D&G brand [...]
It’s not just governments which face threats from whistle-blowing sites, like Wikileaks. Organizations, especially consumer-facing brands, can easily attract a negative online presence from a disgruntled customer or employee. We’ve all seen those Brand X Sucks sites. So what should you do?
A truly awful example of corporate internal communications has been highlighted today by the Daily Telegraph About 1,200 UK staff at Orange and T-Mobile have been informed of their impending redundancy in public via a "traffic light" colour code system as a result of the merger to form the new Everything Everywhere company. Those at [...]
The LEWIS team launched a new Issues and Crisis Management services division last week by hosting a highly successful crisis comms industry event at London’s funky Soho Hotel. Fresh from presenting on the Today Programme, BBC Radio 4’s Business Presenter Adam Shaw chaired the breakfast seminar, entitled Crisis 101, with LEWIS PR’s Chief Operating Officer [...]
I wanted to share the full video (38:19) of our crisis management in social media webinar which we held earlier this month. This is a recording of the entire session, but we’ll be running it live again in the near future if you’d like to jump in with questions. My thanks once again to everyone [...]
I’d like to personally invite you to our free crisis management webinar on Friday February 12, 2010 at 9.00am PT. Click here for details and sign up. Hope you can make it.
Social media is changing crisis management. Here we look at seven ways that’s happening, for good and bad, right now.
At the Social Media World Forum earlier this week, Lucy Allen and I ran a workshop about crisis communications. It’s called ‘Red Alert – Navigating a crisis in a social media landscape’. As the title suggests it looks at how social media has changed very nature of the crises which impact a company, and what [...]