crisis communications


Five Things You Must Do on Social Media in a Crisis – Yesterday

Five Things You Must Do on Social Media in a Crisis – Yesterday

I have thought and written about this for several years (like here, here, here, here, here, here, here and here), but an article published in Bulldog Reporter  highlighted a study conducted by the University of Missouri School of Journalism in which they found that social media matters enormously in crisis communications.   Some organizations get it, while others do not. Their case study was about public...

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When you company reputation is on the line, strategic communications experience matters.

When Did Experience Stop Mattering in Communications? Part I

Who is getting hired in the communications field is such an important topic that I’ve decided to divide what I had originally written into two separate blog posts, the second of which I will publish later this week. Why I wrote this post The nexus of these posts was when I was researching and recording an enlightening, frightening yet cathartic “For Immediate Release” podcast last...

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Image from bobbielaporte.com

Communications: Is it Gray Hairs vs. Millennials?

Who should run your strategic communications? Even in a slumbering economy, I choose to have hope that there is not a hardening line or increasing competition between those of us who grew up doing “traditional” strategic communications (and may have a little gray hair) and the younger generation, among them the Millennials, adults aged 18 to 34 and the now largest proportion of the American...

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Photo credit:  Melissa Agnes, www.melissaagnes.com

Hello, United Airlines: Five Things You Must Do on Social Media in a Crisis

Photo credit:  Melissa Agnes Are we really seeing this movie again? I have thought and written about online crisis communications for several years (like here, here, here, here, here, here, here and here), but United Airlines last week proved YET AGAIN that social media matters enormously in crisis communications. Some organizations get it, while others do not. Since I have been talking about online crisis communications for some time (see above), it’s always a good idea to...

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The NFL says "ouch."

Five Things You Must Do on Social Media in a Crisis

I have thought and written about this for several years (like here, here, here, here, here, here, here and here), but an article in Bulldog Reporter last week highlighted a study conducted by the University of Missouri School of Journalism in which they found that social media matters enormously in crisis communications.   Some organizations get it, while others do not. Their case study was about...

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Not so much, Southwest.

Dear Southwest Airlines: You Still Don’t Get It

Here’s an update on my ongoing issues with Southwest Airlines. I was, in fact, DM’d on Twitter by someone two days ago (it’s important to note that this occurred ONLY after I wrote my last blog post, put in in four places and it went pseudo-viral): @markstory_ Sorry to hear that, Mark. Please DM us your confirmation number so we can follow up. ^JB —...

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The nightmare that was the Southwest section in Midway Airport in Chicago on Thursday, July 24, 2016.

Warning:  LONG post ahead, but I think a worthy read. My story is not unique, which is why it’s so important to tell.  But what is below represents one of the worst customer service experiences of my life, combined with rudeness and blind indifference – by an airline that is supposed to be the friendliest out there:  Southwest Airlines. I am definitely NOT nuts about Southwest I will...

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Photo: (Alberto Estevez/European Pressphoto Agency)

Twitter #Fail: Lionel Messi, Social Rookies and a PR Disaster

#WeAreAllLeoMessi #Fail I have blogged about this for years, but about the dumbest thing that you can do in any organization is what many continue to do:  hand the keys to the social media apparatus to the youngest (and clearly, the one who understands social media – not) person in the office.  I wish I had kept count of how many interns end up running social...

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An Awful Week on the Internet for Free Speech vs. Hate

Reading the papers this morning, I was struck at how much the Internet has evolved from what I used to call “digital democracy” – a utopian place where people could express opinions and debate each other, into a machine that now also breeds way too much hatred, violence and trolling. Hell, I have been trolled myself, from the Chairman Emeritus of Publicis, a global public...

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Dear NextGen: A Rebuttal From the Social Media Old Folks

Dear NextGen: A Rebuttal From the Social Media Old Folks

Note:  NextGen Journal ceased publication in 2015.  This article is taken from its archives in the WayBack Machine.  It was originally published on July 22, 2012. I am the Angry Old Guy representative, folks. I’m the 47-year-old social media professional who read Cathryn Sloan’s piece on Friday “Why Every Social Media Manager Should be Under 25” (now a .pdf) and was angered by its content. ...

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