Comments on: Crisis Management Essentials for Social Media (Part 2)

By: Ina

Ina — Tue, 05 Jul 2011 13:25:48 +0000

Hi,
Thank you for a really helpful post! I’m currently working on crisis communication 2.0 as my master thesis, in this is the first post I’ve read with such clear and specific advice of the use of each channel.
Would you by any chance have the dates of the posts? Can’t seem to find them and need them for referencing;)

By: sheeda cheng

sheeda cheng — Thu, 03 Feb 2011 03:07:38 +0000

Hello Chris,
Thanks for the insightful article. The way social media behaves is so different to traditional media and tactics have to adapt to stay relevant.

By: Marisa

Marisa — Fri, 10 Dec 2010 18:49:52 +0000

I really loved this article. This was so helpful.

By: John Lee

John Lee — Thu, 08 Apr 2010 21:28:54 +0000

Hi Chris
Extremely helpful information. Many thanks for sharing.

By: Crisis Management for Social Media, An Essential Guide (Part 1) | ChrisKenton.com

Fri, 16 Oct 2009 18:43:48 +0000

[...] Go on to Part 2 [...]

By: Incorporate Social Media into Your Crisis Management Plan « Aneta Hall’s Blog

Sun, 10 May 2009 18:28:10 +0000

[...] 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

Primark Sweatshop PR Disaster « The Seldom Seen Kid — Wed, 21 Jan 2009 23:18:26 +0000

[...] Crisis Management Essentials for Social Media (Part 1) Crisis Management Essentials for Social Media (Part 2) [...]

By: Chris Kenton

Chris Kenton — Sat, 03 Jan 2009 00:10:27 +0000

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

Carri Bugbee — Fri, 02 Jan 2009 09:46:04 +0000

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