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Social media can hold the key to transforming enterprise business continuity management (BCM), especially crisis/incident management and communications practices, according to Gartner, Inc.
Analysts predict that, by 2015, 75 per cent of organizations with BCM programs will have public social media services in their crisis communications strategies, and they advised BCM professionals to immediately begin assessing social media's opportunities and risks.... 
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In an increasingly social era, organizations need to be prepared for crises started in or amplified by social media. The Scotts Company, Dominos, and Intel share their social media crisis strategies.
"Be prepared" is not just the motto of the Boy Scouts, but a credo that every company should adhere to if it wants to be successful. And that includes having a sound strategy for social media interactions, including handling crises...
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Political, economic and business intelligence company Stratfor today tried to regain some type of PR momentum following blockbuster news that WikiLeaks plans to publish a trove of its emails concerning work for top government contractors like Lockheed Martin and multinationals such as Dow Chemical.
Stratfor, which as a private company is not subject to Freedom of Information Act requests, also has worked closely with U.S. defense, homeland security and intelligence services. It got a lot of PR work to do....
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Foxconn Technology Group has denied claims from a Chinese worker's rights group that it uses child labour in any form.TechEye has been reporting how Hong Kong-based nonprofit Students & Scholars Against Corporate Misbehaviour (SACOM) complained that Appletipped off Foxconn that the inspectors were coming and executives assigned child workers elsewhere....
There is no doubt that Foxconn is indeed taking things seriously. The Foxconn spokesperson comes from none other than spin masters Burson-Marsteller, which is a global public relations company which specialises in dealing with enormous PR disasters....
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Tips for dealing with trolls in a public forum...
As a web user I believe that many of us are probably a bit fed up of having to register on so many different websites any time we want to gain access to something (cloud services, music, movies, etc.). But when it comes to posting comments on blogs, Twitter, forums or other online networks, we aren’t always required to pass an identification test. So how does this affect our behavior? Do we sign in or do we choose to stay anonymous?
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Social media is a tell-like-it-is medium, not a create-a-glossy-ad-and-place-it marketing. Therefore, social media requires active, on-going engagement with the potential to elicit negative responses that can cause a PR crisis.
Here are seven ways to respond effectively...
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Shale gas and fracking are considered dirty words in much of Europe – and yet the number of shale gas wells drilled and fracked in Europe remains small. Opposition has surfaced here much more quickly than the infant industry is developing....
The public needs to believe that technological advances and changing standards will ultimately help them keep warm and keep energy bills down....
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Whenever clients tell me they just don't see the need to invest in a crisis management strategy ahead of potential scandals or even as the scandal is unfolding- I will remind them of this story from Reuters about the expense of digging oneself up and out of a hole inaction and poor decision making created....
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Listening to and involving employees in company issues could save your company from a disaster.
...Internal stakeholders (read: employees) know what's going on in the company. They also care—a lot—because their sustenance depends on things going well at work.
It is not only stupid, but organizationally suicidal to ignore what employees have to say. Don't punish them for constructively and appropriately trying to communicate information that can save the organization from itself....
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If you work as a social media manager or online community manager you see these all the time … negative comments. When you see them you try at first to plan how to respond, but sometimes have a strong urge to react.
The best tip I can give: don’t take them personally. You’ll run out of energy if you do this.
Here are 6 more tips on how to manage negative comments...
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Most companies wait for a crisis before deciding how they want to respond to a crisis. Too late!
Does your organization have a crisis communications plan that you could actually put into action at this very moment?
All of the hubub surrounding the Susan G. Komen decision to stop funding Planned Parenthood and then their reversal of that decision following a 72+ hour firestorm of public outrage should have scared the bejesus out of you....
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Susan G. Komen for the Cure, the nation’s leading breast cancer advocacy group, has gone into full damage-control mode.
Executives of the embattled Susan G. Komen for the Cure foundation held conference calls with affiliates Saturday to discuss a new strategy for working with supporters, a first step in rebuilding trust after last week’s public relations fiasco surrounding Komen’s off-then-on-again decision to fund Planned Parenthood....
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The firestorm that erupted over Susan G. Komen’s break with Planned Parenthood raises serious questions about how well prepared the organization was for the repercussions of their decision to discontinue funding of Planned Parenthood’s breast cancer programs. Whether you believe their action to be right or wrong, there are plenty of public relation lessons to be learned from Komen’s handling of their decision to split with this long-time partner....
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What I'm suggesting is that the approach, strategy and operation of crisis and emergency communication changes significantly depending on the level of engagement that exists before the crisis with key audiences....
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Claire's Stores, a U.K./U.S. retailer with 3,000 outlets and revenue of $356 million in Q3 2011, has become embroiled in a social media scandal. An an independent U.K. designer, Tatty Devine has accused Claire's of ripping off its designs in this blog post....
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I do like a decent issues-n-crisis yarn to boost circulation and sales. Several, in fact.
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Just about every company, regardless of industry, will experience an embarrassing PR episode. Here are five signs one’s heading your way....
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The humorous videos by a flight attendant parody the firm’s management and reveal the content of an internal memo sent to staff. A discussion is developing on ragan.com as to the appropriateness of American Airlines response to the issue and whether it has the right to “censor” its employees.
Crisis management is always more challenging when an issue is internally generated rather than caused by an external event. To reduce the likelihood of such an incident and therefore minimise reputational harm, a strategy of prevention must be prioritised. The critical first step in this is the introduction and internal communication of a social media policy....
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A study released this week found that only 20 percent of independent K-12 schools require training for those who use social media on behalf of the school. Of the responding schools, only 31 percent have social media policies. Even though 89 percent of schools have a crisis communications plan, only 47 percent of those plans include guidelines on using social media in a crisis....
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PR pundits and brand watchers love to create best and worst lists around marketing and communications developments. The emphasis usually falls on the “worsts” – like the most badly handled crisis situations, mangled cover-ups, or PR stunts that backfired....
It’s easy to criticize, but what about giving credit for crises averted or PR battles won? That list is shorter and perhaps a bit less obvious, but here are my nominations....
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Rape charges against Fox host Greg Kelly were dropped. How should he go about getting his reputation back?
...Sometimes, the best thing to do is to not protest too much. Mr. Kelly’s approach is right, and is the best path toward eventually getting his good name back....
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...The bottom line is: In this set us free world of social media and virtual protests, nonprofits need to have a crisis management strategy ready to go and be nimble with responses....
[Beth Kanter's advice and case studies are worth reading - JD]
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In PR one of our guiding principles ought to be: You can please some of the people all of the time, you can please all of the people some of the time, but you can’t please all of the people all...
In fact we increasingly live in a world – fuelled by the ease of expression offered by social media – in which publics can be outraged about everything and anything at the click of a Tweet.
Not only are PR practitioners faced with an increasing number of digital grumpies, but they demand instant gratification. If it has taken them just a few minutes to set up a Facebook group, organise an online poll or start a Twitterstorm, then the clicktivists expect a positive PR reaction in nanoseconds....
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Whether you’re digging your way out of a negative PR avalanche or simply need to scrub a less-than-squeaky-clean outburst, here are tips from branding experts on how to handle public outrage with grace and style....
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Seriously, Komen? You couldn’t have anticipated that ending your relationship with Planned Parenthood might generate some controversy?
As you’ve surely heard by now, the Susan G. Komen Foundation ensnared itself in a major corporate crisis this week after its decision to discontinue grants to Planned Parenthood, a women’s health provider that provides abortion services.
The Foundation (kind of) reversed its decision this morning after suffering overwhelmingly negative coverage – but it even got its reversal wrong....
[Valuable crisis management and media relations insight from Brad Phillips - JD ]
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