May 12-14, 2020
Marriott Marquis Atlanta

What’s Shakin’: Crisis Management

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.

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 […]

6 Steps to Take if Your Brand’s in a Social Media Nightmare

By: Kelly Dye, Everywhere Agency
October 20th, 2017

Your nightmare has come true, except this time you didn’t show up to school naked. Instead, your company tweeted out something that was wrong, worse than wrong, bad, and worse than that—the whole world decided to notice. Unless you’ve been living under a rock, you’ve heard about the Equifax security breach and its ensuing horror […]

Transparency Questions for Facebook After a Brutal Month

By: Jerry Ascierto
September 23rd, 2017

It has been a bruising month for Facebook, to say the least. Reports that Facebook’s self-service ad-buying tool may have been used by Russian agents to undermine the 2016 election—as well as allowed anti-Semitic groups to target like-minded individuals—has damaged the brand’s reputation and raised questions about federal regulation of social media ads. The revelations […]

Facebook’s Crisis Response: A New Tool for Your Internal Communications

By: Ian James Wright
September 19th, 2017

Facebook recently announced a new feature: Crisis Response, a center that brings its various tools and features for responding to tragedies and natural disasters into one place. Open Crisis Response, select one of the ongoing crises in the world and you’ll be able to: let your followers know you’re safe with Safety Check get the latest updates about […]

Royal Caribbean Sets a Course for Hurricane Irma Relief

By: Jerry Ascierto
September 12th, 2017

The cruise ship industry, much like the airline industry, is often on the wrong end of crisis communications. But Hurricane Irma has given Royal Caribbean the chance to show its humanitarian side, even as it deals with pressing customer service issues. The Miami-based company is mobilizing four of its ships to help people in need, […]

At The Social Shake-Up