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.
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?
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.
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 […]
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 […]
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
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 …
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 …