What’s Shakin’: Crisis Management

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, […]

Southwest’s Communications Chief Shares Her Top 3 Crisis Management Tips

January 12th, 2017

Nearly half of all organizations make the mistake of not planning for a crisis, thinking it’s either superstitious or somewhat futile. After all, you can’t foresee all of the nuances and dynamics that may constitute a crisis. But while each type of situation has its own unique aspects, there are incidents—such as a data breach—that many […]

Dairy Queen the Latest Fast-Food Brand in Social Media Crosshairs

January 9th, 2017

Given their broad franchise networks and large customer base—and of course their huge social media audiences—fast-food chains can be seen as guinea pigs for how the public discourse is digitally evolving. Consider the latest high-profile example of how a single Facebook post led to the rapid closure of a restaurant—within 48 hours of being posted. […]

At The Social Shake-Up