Mark's Story's Thoughts About Communications


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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Measurement: Which are the “Right” Web Analytics?

Measurement: Which are the “Right” Web Analytics?

Having done some incarnation of online work for the last 19 years, I would bet that the number is into the hundreds of the times in which I have had to justify/sell/validate/excuse/explain the use of online tools and tactics but increasingly, I get to use measurement and analytics to prove my point. While I no longer have to explain what a “page view” is (well, actually...

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#LCSM Twitter chat “Pick Your Passion”

Below are the slides that accompanied the Twitter chat “#LCSM Chat topic 11/3: #LCAM—Pick Your Passion,” held on November 3, 2016 and co-presented with Jennifer Stauss. Lung Cancer Advocacy: a Communicator’s Perspective from Mark Story


Social Media at Work: Running Into a Brick Wall

Social Media at Work: Running Into a Brick Wall

This post is an oldie, but a goodie because since I started blogging in 2007, this continues to be an issue:  getting people to “get it” regarding the power and influence of social media at work.  I update this post about once a year and am always surprised that many of us are STILL trying to convince people that social media matters in the workplace...

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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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More About Cancer Communications:  Podcast with the Pros

More About Cancer Communications: Podcast with the Pros

  Experts Talk About Cancer Communications I am so very proud to be given the opportunity to be a semi regular on Shel Holtz‘s “For Immediate Release” podcast.  Shel has been doing communications and social for many years and is someone who I consider to the about the smartest (and nicest) people on the planet.  It is double the thrill when I get to talk about...

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Colonoscopies, CEOs, Cultures and Connection: Another Great FIR Podcast

Before I headed off to my Hong Kong adventure, one of my favorite gigs was being a correspondent on what I still think is the best podcast out there:  For Immediate Release, which is now the FIR Podcast Network. So as you can imagine, it’s about ten times more fun when I get to be a panelist on an episode.  With Neville Hobson’s departure, Shel...

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