So You Got A Bad Review. Now What?

When your rating drops on review sites, it’s time for a quick crisis management response While sometimes it’s tempting to think of crisis management solely in terms of celebrity misbehavior, CEO apologies, and glitzy trial cases, those aren’t exactly everyday …

3 Ways to Secure Your Online Reputation for 2017

Keep that New Year’s resolution and get your online reputation in shape! As we approach the end of January I have a question…how’s that resolution to get control of your businesses’ online reputation for 2017 going? The good news is that, …

Why Everyone Who Touches Your Social Media Accounts Must be Crisis Trained

When the need to respond to complaints clashes with a lack of training dangerous sparks can fly Dealing with online reputation is a regular part of doing business today, so much so that many overlook how disconcertingly easy it is for …

The Dangers of Oversharing

Watching what you post is a must for both personal and business crisis management Sharing on social media seems innocent enough to most, but it can create all sorts of issues. One of the most common, and most damaging, is …

What the Google-Twitter Deal Means to Crisis Management

Social media’s impact on search position gets another boost Twitter Inc. has struck a deal with Google Inc. to make its 140-character updates more searchable online. In the first half of this year, tweets will start to be visible in …

Social Media in 2015

Knowing how media will change and grow is key to being positioned to use it effectively Keeping tabs on the changes to the tools we use every day is part of staying prepared to deliver the best crisis management possible. …

Disarming Social Media Attacks

[Editor’s note: The following is a great example of real-life crisis management methods used by PR pro Karl Robe to cope with an unrelenting upset customer that took her complaints to social media and beyond.] Dealing with problem stakeholders on …