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snag your free template to put together a complete crisis communication strategy. Use this post as a guide to complete it.

Create a Social Media Crisis Scale Convince and Convert devised a great solution to this problem. They built a customer response flowchart that matches the severity of an issue, to the right course of action.

Crisis Level 1: Isolated customer complaints and questions. Crisis Level 2: Angry customers, broken links, posts directing to the wrong page, factual inaccuracies, major misspellings on social posts. Crisis Level 3: High volume of angry customers, service outages, lack of product availability. Crisis Level 4: Product recalls, defective services or products, widespread negative press coverage, layoffs. Crisis Level 5: Lawsuits, serious accidents resulting in injury, illegal employee conduct.

550 businesses with less than 100 employees in the U.S. and found that only 3 percent of their total advertising dollars flowed online, compared to as much as 16 percent for big companies.

most of these business do not have a professional marketing person whose job is to drive marketing," Rose said. "It's pretty hard for them to winnow their way through the 20 to 40 unsolicited requests they get a month to use digital marketing product A versus digital marketing product B."

Just 3% of 835 business owners surveyed earlier this month by The Wall Street Journal and Vistage International said Twitter had the most potential to help their companies.

In the survey, just four in 10 business owners said they have employees dedicated to social-media campaigns. Nearly half of them spend between one and five hours weekly on social media, and one-third spend no time at all.

Only 28% saw their budget increase this year, while 69% stayed the same. Prospects were only slightly better for 2013, with 62% of budgets remaining static

top salaries, which hover above $125,000. A lot of people are still figuring out social media. Only 13% describe their efforts as advanced. Slightly more than half agreed with the statement, “We keep our heads above water, but not by much.”

“Ownership” of social media is murky, and the question may even become passé as numerous departments within organizations jump in

1. Agencies are slow.

“The work is moving closer to where the customers are, where the responses can be more rapid and connected.”

 2. Agencies are stuck on advertising.

“The days of the big bang campaign are gone. We don’t have time to spend months baking ideas and putting a big bang into market.” Article Highlights: The way we think about and execute marketing is in flux. Agile for Marketing (A4M) empowers organizations to be more responsive to the market.Now is the time to create a new competitive advantage through innovation and responsiveness.

CMOs adopting A4M have an unprecedented ability to tackle corporate and market realities with ease, speed, and intelligence. And our research shows that translates into stronger business performance and higher employee satisfaction.

agile firms grow revenue 37 percent faster and generate 30 percent higher profits than nonagile organizations.

Reply threads: more reminiscent of a message board, replies are indented and replies coming from people you follow appear with a blue line (making them easier to find if a tweet goes viral or is otherwise cluttered with replies) A “show more” option: not all replies will be displayed. Instead, high quality or otherwise preferable responses will migrate toward the top, and others can be displayed when clicking “show more.”

Twitter will be conducting an audit of any third-party apps that meet a certain threshold of access, ensuring that their use of the site’s APIs is safe and legitimate.

recently released diversity report included a rise in female, Black, and Latinx employees, in areas including overall leadership and technical roles. But attrition numbers were also high among those populations

Don’t Just Apologize, Act They say actions speak louder than words, and the “they” in this scenario, are consumers on social media. When tracking conversations about the Starbucks apology and their announcement to close 8,000 stores in May, we found that there was much more social interest in Starbucks’ action than their carefully worded apology.

71% of the conversation about the Starbucks apology was disgusted with it, as opposed to 38% of those discussing the actions were disgusted with that decision

Both progressive and conservative affiliations use the hashtag #BoycottStarbucks the most. However, those with more progressive leanings are using the hashtag in response to the racial profiling incident itself, whereas conservatives are using the hashtag in response to Starbucks taking a stance against the employee for calling the police, stating that it was an overreaction to the incident. Conservatives are also rattled by the store closures in May.