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Crisis

United Airlines: Great Customer Service in the Midst of A Crisis
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For anyone who works in social media, it’s the biggest nightmare imaginable: computer systems are down, service is disrupted, and customers are angry. Yet that’s exactly what happened to United Airlines on July 8 when a “router issue” affected “network connectivity,” according to a company statement.

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FIFA, NIKE, Adidas, Budweiser, VISA, Coca-Cola: Real-Time Global Crisis Comms in Action
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Unless you’ve been holed up somehwere without an internet connection, you probably heard of the FIFA corruption scandal this week, which has seen several of it’s top-ranking officials in custody and/or facing extradition on charges of corruption, bribery and various other offences. But how has it affected associated brand sentiment online?

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How to Prevent a Crisis in 2015: Golden Nuggets from the Experts
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Did you know that the majority of crisis events can be prevented? Crisis leaders from around the country share their golden nugget tips on how you can prevent a brand crisis in 2015.

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Crisis Management: Airasia Crisis Takes to Twitter
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The CEO of Air Asia and owner of QPR Tony Fernandes faced his biggest challenge last month when an Airasia flight was sadly reported missing. His hands-on, honest and transparent approach has managed a rapid response to this horrible situation: even in the airline’s darkest hour he handled the situation with integrity and tried to […]

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A Call for Social Media Restraint During a Crisis
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At 12:43 today, I watched the tweet stream about the Ottawa shooting with horror. The story unfolding in 140-character bites, complete with pictures and up to the minute snapshots on the scene. Photos of victims, police and journalists are flooding the #Ottawashooting hashtag. There are faces and places in all those snaps. I understand the […]

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5 Tips to Manage a Social Media Crisis
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What do disgruntled employees, hackers, and misguided social media managers all have in common? The ability to tarnish your company’s reputation with a single erroneous, ill-timed, or malicious status update on one of your social channels. It’s tempting to issue an apology and pretend it never happened. read more

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Salesforce at 15: Industry disruptor wards off midlife crisis
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Salesforce.com recently celebrated its 15th year in existence, and as the SaaS (software-as-a-service) vendor races toward US$5 billion in revenue its influence on the industry is being felt more than ever. At the same time, some signs indicate that …

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Analyse This! A Looming Crisis in Marketing?
www.business2community.com

Mal-Content Analytics. While the survey focussed on Social, it speaks to a wider problem across industry of a talent drought within digital marketing analytics. At the risk of plugging our own product – on our own blog, God forbid – dotMailer has …

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