Panic in the Aisles – Airborne Social Media Lessons
- September 22nd, 2009 | Written By: Jay Baer
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I was on a flight home from Kansas City last week when a bit of condensation apparently emitted from the air conditioning as we were preparing for take-off. A passenger shouted “there’s smoke in the plane” followed by a second passenger, then a third, etc. The flight attendants were a bit stunned and immediately got [...]
Tagged as: crisis communications, crisis management, pr 2, public relations, social media, social media crisis, social media lessons
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Who’s Watching Now?
- September 7th, 2009 | Written By: Jay Baer
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Social media doesn’t close at 5pm. Or take weekends off. Or go on vacation. I’ve been watching today’s very successful Labor Day-only Chick-Fil-A promotion. If you wear any sort of sports team shirt or hat to a Chick-Fil-A today, you get a free sandwich, driving awareness of the company’s Chicken Wave fan group and contest. [...]
Tagged as: social media, social media crisis, social media crisis management, social media listening, social media mentions, social media monitoring
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Why You Never Had Control
- August 26th, 2009 | Written By: Jay Baer
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Do you have control issues? Even now, with social media being hotter than the brow of a teppanyaki chef, companies of all sizes and descriptions are still using “loss of control” as a reason to not get involved. Sure, there’s a possibility that your brand will have to use your social media crisis plan eventually. [...]
Tagged as: customer engagement, social media, social media control, social media crisis, social media crisis management, social media strategy
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A Social Media Gun to the Head
- July 21st, 2009 | Written By: Jay Baer
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I’ll admit it. I fish on Twitter. Sometimes, I’ll talk about a brand just to see if they’re listening. Too often, they’re not. Or, maybe they’re listening, but not responding. Some companies seem to have a policy of responding to positive comments, but not responding to negative comments. I think this falls into the “we [...]
Tagged as: Bing Futch, Dave Carroll, Northwest Breaks Dulcimers, social media crisis, social media crisis management, United Airlines, United Breaks Guitars
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4 Brand-Saving Recommendations for Social Media Crisis Management
- July 16th, 2009 | Written By: Jay Baer
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Is today your Domino’s? Social media can both create and solve crises, and the incredibly fluid nature of social conversations requires brands to be on a constant state of readiness. In April, two Domino’s employees created a foolish and disgusting video, and posted it to YouTube, setting off a firestorm of coverage on Twitter. It [...]
Tagged as: crisis communications, crisis management, domino's, pr 2, public relations, social media, social media crisis
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