Comments on: Crisis Management Essentials for Social Media (Part 2) http://www.chriskenton.com/2008/12/crisis-management-essentials-for-social-media-part-2.html Marketing AND Technology AND Society Mon, 16 Aug 2010 19:29:01 -0400 http://wordpress.org/?v=2.8 hourly 1 By: John Lee http://www.chriskenton.com/2008/12/crisis-management-essentials-for-social-media-part-2.html/comment-page-1#comment-1404 John Lee Thu, 08 Apr 2010 21:28:54 +0000 http://www.chriskenton.com/?p=512#comment-1404 Hi Chris Extremely helpful information. Many thanks for sharing. Hi Chris
Extremely helpful information. Many thanks for sharing.

]]> By: Crisis Management for Social Media, An Essential Guide (Part 1) | ChrisKenton.com http://www.chriskenton.com/2008/12/crisis-management-essentials-for-social-media-part-2.html/comment-page-1#comment-1389 Crisis Management for Social Media, An Essential Guide (Part 1) | ChrisKenton.com Fri, 16 Oct 2009 18:43:48 +0000 http://www.chriskenton.com/?p=512#comment-1389 [...] Go on to Part 2 [...] [...] Go on to Part 2 [...]

]]> By: Incorporate Social Media into Your Crisis Management Plan « Aneta Hall’s Blog http://www.chriskenton.com/2008/12/crisis-management-essentials-for-social-media-part-2.html/comment-page-1#comment-1328 Incorporate Social Media into Your Crisis Management Plan « Aneta Hall’s Blog Sun, 10 May 2009 18:28:10 +0000 http://www.chriskenton.com/?p=512#comment-1328 [...] consider reading Chris Kenton’s excellent two blog posts (part 1 and part 2 ) for more detailed information about types of responses to crisis. Chris also has a great post on [...] [...] consider reading Chris Kenton’s excellent two blog posts (part 1 and part 2 ) for more detailed information about types of responses to crisis. Chris also has a great post on [...]

]]> By: Primark Sweatshop PR Disaster « The Seldom Seen Kid http://www.chriskenton.com/2008/12/crisis-management-essentials-for-social-media-part-2.html/comment-page-1#comment-1276 Primark Sweatshop PR Disaster « The Seldom Seen Kid Wed, 21 Jan 2009 23:18:26 +0000 http://www.chriskenton.com/?p=512#comment-1276 [...] Crisis Management Essentials for Social Media (Part 1) Crisis Management Essentials for Social Media (Part 2) [...] [...] Crisis Management Essentials for Social Media (Part 1) Crisis Management Essentials for Social Media (Part 2) [...]

]]> By: Chris Kenton http://www.chriskenton.com/2008/12/crisis-management-essentials-for-social-media-part-2.html/comment-page-1#comment-1256 Chris Kenton Sat, 03 Jan 2009 00:10:27 +0000 http://www.chriskenton.com/?p=512#comment-1256 Hi Carri. Thank you so much for the insightful reply. You make a number of great points, about the need for 24/7 scanning, and the new dynamics of social media that require a new model for crisis management. It's a brave new world. I'll look forward to following you on Twitter. Hi Carri. Thank you so much for the insightful reply. You make a number of great points, about the need for 24/7 scanning, and the new dynamics of social media that require a new model for crisis management. It’s a brave new world. I’ll look forward to following you on Twitter.

]]> By: Carri Bugbee http://www.chriskenton.com/2008/12/crisis-management-essentials-for-social-media-part-2.html/comment-page-1#comment-1251 Carri Bugbee Fri, 02 Jan 2009 09:46:04 +0000 http://www.chriskenton.com/?p=512#comment-1251 Chris, you’ve assembled an excellent list of tips for crisis management via social media in your two posts. I’m always surprised at how little this is discussed within the PR industry (the typical domain of crisis management). Also surprised that nobody has yet commented on your posts! I can only assume this is because many folks underestimate what can happen and overestimate how prepared they are to deal with it. I do think that dealing with a real crisis (i.e., a building collapses) may be different than dealing with a crisis manufactured within social media (i.e., mommy bloggers indignant about a Web ad they think is politically incorrect). Both can damage a brand, but may require a slightly different tack. Perhaps the biggest impediment to crises management in social media is that there isn’t anyone assigned to “listen” to conversations on Sunday afternoon. What good are monitoring tools if nobody is using them at 1:00 am on Saturday when a sh*tstorm breaks out on Twitter? Social media requires that large corporations – and PR firms – rethink staffing and operations from the ground up. In the past, we could count on most journalists checking their facts and calling sources before going to press – and savvy PR folks knew when press deadlines were. Very few in social media (except bloggers with journalistic backgrounds) check facts or solicit quotes and comments from reliable sources before posting stories. This represents a completely new crisis model for communications professionals, but I’ve not heard of any company that has changed its business model as a result. @CarriBugbee Chris, you’ve assembled an excellent list of tips for crisis management via social media in your two posts. I’m always surprised at how little this is discussed within the PR industry (the typical domain of crisis management). Also surprised that nobody has yet commented on your posts!

I can only assume this is because many folks underestimate what can happen and overestimate how prepared they are to deal with it.

I do think that dealing with a real crisis (i.e., a building collapses) may be different than dealing with a crisis manufactured within social media (i.e., mommy bloggers indignant about a Web ad they think is politically incorrect). Both can damage a brand, but may require a slightly different tack.

Perhaps the biggest impediment to crises management in social media is that there isn’t anyone assigned to “listen” to conversations on Sunday afternoon. What good are monitoring tools if nobody is using them at 1:00 am on Saturday when a sh*tstorm breaks out on Twitter?

Social media requires that large corporations – and PR firms – rethink staffing and operations from the ground up. In the past, we could count on most journalists checking their facts and calling sources before going to press – and savvy PR folks knew when press deadlines were. Very few in social media (except bloggers with journalistic backgrounds) check facts or solicit quotes and comments from reliable sources before posting stories. This represents a completely new crisis model for communications professionals, but I’ve not heard of any company that has changed its business model as a result.
@CarriBugbee

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