Infographic: Help Monitoring Your Online Reputation

Why online reputation management is a core component of crisis management, and how to do it right Monitoring your online reputation is an essential crisis management skill, yet it’s still viewed by many as something beyond their reach. Truth is, …

UK Embassy’s Twitter Gaffe

Proof of the need to constantly keep your image, your mission, and your audience in mind when posting to social media It’s not entirely surprising to see brands getting too edgy or controversial as they compete to grab attention on …

OKCupid – PR Genius or Crisis Management Mess?

Dating site seems to be applying the dubious principle of “any publicity is good publicity” Move over Facebook, because OKCupid just hopped on the user experimentation train! In a blog post published Monday, one of the dating site’s founders, Christian …

Lessons from American Apparel’s 4th of July Social Media Fail

Major mistake highlights importance of experienced guidance for social media managers Why is it that organizations feel perfectly comfortable handing full control of their social media accounts over to employees barely old enough to drive, or outsourcing to someone who …

Social Media Crisis Management: Setting Clear Policies

When everyone knows the rules there’s a lot less room for trouble Setting specific policies, and making said policies highly visible, is one of the most neglected aspects of social media crisis management. Whether it’s telling employees what’s safe to …

EU Google Ruling’s Implications for Crisis Management

What will be the impact of forcing removal of search results? In the May 15 issue of Crisis Manager, Bernstein Crisis Management social media manager Erik Bernstein discussed the EU ruling that was to force Google to remove certain links …

Crisis Management Tools: A Lie Detector for Tweets

Will a program be able to sort fact from rumor on social media? Social media rumors have created crises not only for those who find themselves the focus of said rumors, but also those who propagate the untruths. Now, European …

Responding to Social Media Crises

How you react can make all the difference Let’s be real here – no matter how hard you try to avoid trouble, it’s not only possible, but also quite likely, that you’ll eventually encounter the need to do a bit …

Talk About Easily Preventable…

Another example of a social media crisis that should have been avoided Social media chats have backfired for large corporations like JPMorgan and McDonalds for fairly predictable reasons, yet their peers seem to be learning nothing as they voluntarily dive …

#myNYPD and Why Social Media Managers Need #CrisisPR Training

A dangerously overlooked aspect of social media management Twitter hashtag hijackings have been happening faster than we can cover them. The shellacking the New York Police Department took as a result of attempting to employ the #myNYPD hashtag was just …

Jenny McCarthy’s #JennyAsks Hashtag Hijacked

The dangers of social media self-promotion Twitter hashtag hijackings have become a common form of both protest and entertainment for the Internet crowd. McDonalds has run awry of this several times recently, most notably with its #McDStories campaign that drew …

Social Media Defamation Costs Youngster $105k

Don’t create a costly social media crisis That things you say or do on social media have real-life repercussions is undeniable, and with legal precedents now being set in countries around the world you’d better believe ignoring this fact can …

We’d Take Mike Rowe on our Crisis Team

[Editor’s note: A big thank you to frequent contributor Kim May for sending this case our way! If you spot a story you think would be a good fit for our blogs, email erik@bernsteincrisismanagement.com] Whether you agree with his position …

Social Media Crisis Management and the T-Word

Deleting legitimate complaints is asking for trouble Transparency has been king of the buzzwords for a while now, and for good reason – stakeholders like knowing what’s going on, good or bad, with the organizations they care about. What they …

Prepare for Takeoff with these Social Media Crisis Management Tips

Social media crisis management advice that applies for all types of organizations The 2010 volcano eruption in Iceland was one of the first tests of airline’s abilities to do social media crisis management for a major event. While it was …