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Carri Bugbee

Lessons from Progressive screw-up: When it's Twitter vs. lawyers, take Twitter - Red Tape - 1 views

redtape.nbcnews.com/...witter-vs-lawyers-take-twitter

progressive social+media crisis communications crisis management

shared by Carri Bugbee on 09 Nov 12 - No Cached
  • "The thing I've tried to do with any client opening up its customer service channels -- you have to have a crisis communications plan mixed with a customer service plan," he said.  "You have to anticipate what will happen. ... Companies that dive in without a plan of attack for those situations are finding it difficult."
  • "You have to have a lawyer on staff who can be on call and help your social media team craft communications in crisis situations," he said. "When you have a big publicity problem, you have your legal team working hand-in-hand with PR. Why wouldn't you do the same thing in the social media world?"
  • "Any industry that's heavily regulated will always have a layer of legal and compliance teams that have to be trained, and have to buy in," he said. "It can be done with the right legal team. But if you have a team that constantly says ‘no,’ it'll never work."
  • ...2 more annotations...
  • "It's not that hard to know these days who are the folks likely to be influential in this conversation," Matthews said. "You know what the top 10 issues that you might face are, and you know who is likely to be the most influential when those stories break, the people who might take your side or be opposed. ... Ask yourself how do you engage them. What is the content you can bring to bear that articulates your position rather than letting the public run wild. You can never control the conversation, but you can make sure your side is heard."
  • "It really helps you find your skeletons in the closet," he said. "You have to have a mindset that you are grateful your customers are telling you what you are doing wrong, and you have the opportunity a chance to fix it.
Carri Bugbee

Act fast, recover quickly-3 lessons from Starbucks' PR fiasco - Agility PR Solutions - 0 views

www.agilitypr.com/...-3-lessons-starbucks-pr-fiasco

crisis communications crisis management social media public relations PR social+media analytics Starbucks

shared by Carri Bugbee on 23 Apr 18 - No Cached
  • 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.
  • ...1 more annotation...
  • This may create ambiguity in how a brand should respond, given that there are two competing conversations happening here.
Carri Bugbee

Twitter is asking the public to help measure how toxic it is - The Verge - 0 views

www.theverge.com/...-health-conversation-proposals

twitter research

shared by Carri Bugbee on 09 Mar 18 - No Cached
  • Twitter is looking for outside experts to measure the “health” of the company, it said in a statement, and is seeking proposals to determine exactly how the company is fostering “healthy debate, conversations, and critical thinking” versus “abuse, spam, and manipulation.”
  • “We’re committing to helping increase the collective health, openness, and civility of public conversation around the world, and to hold ourselves publicly accountable toward progress,” the company said in its blog post today. “By measuring our contribution to the overall health of the public conversation, we believe we can more holistically approach and measure our impact on the world for years to come.”
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