Posts tagged as:

crisis communications

Edge Vs. Cut: Being Outspoken On The Social Web

by Eric Brown · February 10, 2011

We have all said some bonehead things from time to time and stuck our foot in our mouth. Sometimes more embarrassing than others. Loose Lips Sink Ships as the saying goes. This week we saw a couple of pretty insensitive occurrences of that, one with Kenneth Cole, which Scott Monty, Head of Social Media at Ford covers in his post InKConsiderate

Earlier today, we witnessed something that was bound to happen: a brand used a controversial Twitter trending item to draw attention to itself. While Twitter’s Promoted Trends allow brands to do this on a paid basis, today marks a turning point in what I would call predatory – if not tasteless – marketing tactics.

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The Problem With Empowering The Customer

by Jason Falls · August 23, 2010

My friend Edward Boches had a crappy experience at a Marriott Hotel last week. Like any good content producer, he blogged about it. Social media more than any other communications mechanism before has done more for placing market control back in the hands of the consumer. The barrier to entry to the web is a pulse and scant brain waves. If you are moderately functional, you can publish.

Boches, who has far more brain waves than most of us, offered a fantastic suggestion to any business in his post. He saw through his frustration to offer up a customer bill of rights of sorts for Marriott. He suggested it look something like this:

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Six Steps For Dealing With Detractors

by Jason Falls · July 6, 2010

Dealing with detractors is perhaps one of the biggest pain points for companies just starting and even well entrenched in social media marketing. “What if someone says something bad about our company?” is often asked by brand managers, executives and more when opening their websites or even Facebook pages to conversations and interactions with consumers.

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How To Engage Detractors In Online Conversations

by Jason Falls · December 12, 2008

Yesterday I had the pleasure of hosting a Public Relations Society of America (PRSA) teleseminar called, “The Art of Listening,” where I (hopefully) helped participants learn a little about the free and paid monitoring services out there for finding conversations about brands, businesses, products, services and other topics. The presentation was geared toward the public relations professional not familiar with what many of us in the online space consider to be basic tools of the trade. You’d be surprised how many folks out there don’t know about Google Alerts.

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