crisis management

It’s been an interesting afternoon for Vodafone. Their VodafoneUK Twitter account has attracted a lot of attention after one Tweet in particular stood out from their usual customer service conversations online. In between the Tweets resolving network coverage and other queries one stood out. You can read about what was actually said elsewhere.

I have a client who once said to me: “We want to use social media to attract more complaints”. This may seem an odd thing to say, all too often attracting complaints is a reason people cite for being anxious about using social media. But this client knew that one part of there service didn’t always perform as well as they might hope. They also knew that nobody ever really complained to them. They must be complaining somewhere, they thought, and we’d like them to be complaining to us.

Guest Post by: Charlie Osmond

Maclaren has become the latest victim of social media activism. They have joined a growing list of companies to have suffered at the hands of bloggers and Tweeters [Twitterers?].

Guest Post by: Charlie Osmond

Dannii Minogue, an X-Factor judge, lost her mind for a minute. Twitter and the social web went wild. Could the speed of this feedback help Simon Cowell and his team define the appropriate response?

I'm a little behind in writing about this, but it's a great example of how people can use social media to get their stories out. As of July 21st, 2009, this video had 3,547,771 views, but that's only part of the story. Doing a google search, I get 3,140,000 results. Bing comes up with even more results. Sadly, searching on a United response to United Breaks Guitars, doesn't really come up with much.

by: Jonathan Salem Baskin

Salmonella. Drug violence. Now swine flu. You think Mexico's development and tourism marketers are having a few sleepless nights?

Only this nightmare is real.

by: Sigurd Rinde

Or why the situation is not about Black Swans, it's about Plain Geese.

by: Mark Rogers

I am addressing a CBI conference this week in Birmingham, UK, where the agenda is to discuss Crisis Management and digital media.