What’s Shakin’: Crisis Management

Social Media Communication Around Isaias Offers Vital Information

By: Seth Arenstein
August 5th, 2020

The federal government and social media are targets of discontent. Just yesterday, we ran a post extolling 100 large companies. In it, one person argued these companies did more to keep the country going during the pandemic than the federal government. To blast social media, you need just two words: hate and speech. Yet the […]

man staring at phone in shock

How to Navigate Being Dragged During a Social Media Crisis

By: Nicole Schuman
June 17th, 2020

PR and social media management make for a dynamic couple. They hold up the front lines of companies and organizations daily, no matter what. In a world with access to endless information and instant publication of disputes and occurrences, a social media manager becomes essential to navigating the choppy seas of a restless public.  It’s […]

social media crisis, angry comments, man sitting with laptop on top of angry emojis

Social Media Crisis Tips for 2020 and Beyond

By: Ashley Harris
May 7th, 2020

Editor’s Note: While much of our continuing coverage focuses on COVID-19 communications, it never hurts to revisit crisis operating procedures, particularly as they relate to social media. (In fact, with so many projects on pause, now may be the ideal time to rethink your crisis response.) The below should be useful as you audit your […]

hacker with cybersecurity code overlay

How Social Marketers Can Keep Brand Accounts Safe From Malicious Activity

By: Sophie Maerowitz
April 10th, 2019

Marketers often focus on the “fun” side of social: the stories, images and conversations that bring a brand to life. Unfortunately, darker forces also exist. Brands now face a number of adversaries; from account hacks to bot attacks. Sometimes, brands are their own worst enemy, violating federal regulations that a social marketer may not have […]


When the Platform Is in Crisis: Comms Takeaways from the NY Times Facebook Story

By: Seth Arenstein
November 15th, 2018

Facebook hit back today at the New York Times‘ 5,600-word account of how the company dealt with Russian interference in the 2016 U.S. presidential election and the Cambridge Analytica scandal. It claimed that the story contained many inaccuracies. In short, the Times charges that Facebook’s senior leaders delayed, denied and deflected. Facebook “delayed” when its internal team found evidence […]

Haters Gonna Tweet: When to Stay Silent

June 14th, 2018

Twitter may have a simple interface compared to other social platforms, but there’s still an awful lot of tact that needs to go into composing a comprehensive message in 240 characters or fewer. When your brand finds itself in the throes of a crisis, that tact can salvage and enhance your brand’s reputation.

3 Ways Walmart Manages Crises on Social Media

By: Justin Joffe
May 10th, 2018

“Crisis” can mean different things to different groups says Dan Kneeshaw, Walmart’s senior director of global associate communications, digital and enterprise initiatives. Kneeshaw spoke on “When All Hell Breaks Loose,” a panel focusing on how brands mitigate crisis on social media, at the 2018 Social Shake-Up Show in Atlanta. Here are three steps to effective crisis management that Walmart holds close.

Facebook’s Reputation Takes Another Hit With Cambridge Analytica Revelation

By: Jerry Ascierto
March 19th, 2018

Facebook is nursing yet another bruise to its reputation as it manages the aftermath of a scandal involving personal data from nearly 50 million users. The latest incident, regarding a company called Strategic Communication Laboratories (SCL) and its political research arm Cambridge Analytica, will likely amplify calls for increased regulation around social media and further erode public trust […]

Vero Shows That the ‘Who’ in Brands is More Important Than Ever

By: Miguel Piedra, RockOrange
February 28th, 2018

As Instagram continues to gobble up one-time rival Snapchat’s market share, it makes sense that a third challenger in the photo-sharing space should find breathing room. That challenger, it seemed, was Vero, an ad-free and algorithm-free social platform that has hovered near the top of the App Store’s rankings of late. Touted by almost every […]

Royal Caribbean cruise ship

Speaker Corner: Cynthia Martinez, Royal Caribbean Cruises

By: Sophie Maerowitz
November 22nd, 2017

As anticipation for the 2018 Social Shake-Up Show builds, our goal is to go beyond the head shots and bios and get to know some of our amazing speakers—from the daily roles they play at their brands to their top communications predictions for 2018. This week we talked to Cynthia Martinez, director of corporate reputation and global […]

At The Social Shake-Up