A PR crisis can strike a brand at any time without warning – especially with today’s technology and how easy it is to have incidents recorded (looking at you, United Airlines). Not only are these incidents recorded, but they spread like wildfire throughout social media...
It can be disheartening opening up your channels on a Monday morning and seeing a wave of negative comments flooding your notifications. Trust me, we’ve all been there before on the community management team — audience negativity is an inevitable part of being in social...
With recent current events and tragic news in the media each day, it’s time to talk about best practices your brand should use when it comes to social media during a crisis. Far too often we see brands really mess this one up. I’m speaking specifically...
Anyone familiar with social media community management knows that a good portion of the job involves customer service care. Some days, it feels like the questions and complaints never end and the work community managers usually enjoy can unfortunately become monotonous and stale. Giving the...
When brands are faced with a "soft crisis," the kind that doesn't involve a product or anyone getting hurt, but rather general negative brand sentiment, they're often left wondering how to handle audience dislike effectively.On Sunday evening, after a weekend of wrangling my 6 year...
Equipped with a notecard, a mic, and a bucketful of nerves, Rikk Wilde went from a Chevrolet zone manager to the latest Internet sensation. Then Chevy turned the following lemons into some refreshing lemonade. In an attempt to present World Series Champion San Francisco Giants pitcher...