Tag Archives: crisis management

PRWeek Crisis Comms panel

How to deal with a PR crisis

If you’re a small business owner like me, it’s hard to imagine a time when one corporate mis-step might generate headlines. But a PR crisis can affect anyone, whatever the size of your organisation. It’s good to at least be aware of potential threats. What risks are you exposed to? What things could possibly go wrong? And how would you handle it if they did?

PRWeek’s Crisis Communications event on Wednesday (above) was a sharp reminder that none of us can ever take goodwill for granted.

Kirsten Walkom from Save the Children talked about how charities are currently struggling with the halo effect – presuming public trust in them will be higher than it actually is. This perception gap isn’t helping as the charity world faces an unprecedented series of crises: from Save The Children suffering legal action for rescuing migrants at sea to Amnesty International mistreating and bullying staff to the grim ongoing allegations against Oxfam.

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My Tweetdeck home page with search columns added

How to track brand mentions using TweetDeck

If you run marketing campaigns, manage a product or service, or develop policy, you’d probably like to know what people are saying about the thing you work on in real time.

There are many ways to do this but my preferred tool is TweetDeck (above). I like TweetDeck because it’s free, it focuses purely on Twitter (still the go-to channel for breaking news) and its desktop alerts enable you to keep on top of what’s happening – with minimum disruption to your workflow.

In this blog post I’ll show you how to track brand mentions by setting up a simple keyword alert using TweetDeck. The whole process shouldn’t take you more than five minutes.

1. Go to Tweetdeck and log in with your Twitter account. It does’t matter how regularly you use Twitter, or how many people you follow – TweetDeck simply needs your log-in to access the Twitter firehose. (If you don’t already have a Twitter account, you can set one up here).
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5 ways to use social media for crisis management

So maybe it’s no surprise that call centres in Spain have a better reputation than ours when it comes to customer service. Cheer and good humour? The Spanish do it naturally (unlike in the UK where training seems to be needed). Local cultural nuances are important in customer services – especially now that social tools are increasingly being employed.
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Hold fire on the BBC – our condemnation will only deepen the management crisis

BBC logo

Poor old Beeb. Damned if they do and damned if they don’t.  I can’t help agreeing with today’s article from Avaaz – there are plenty of BBC-bashers out there and many of them have a vested interest in the seeing the end of any public funding for the UK’s oldest and – still – most-loved broadcaster (which incidentally, celebrates 90 years of speech radio today). But we all need to consider the alternatives before jumping on the BBC-bashing bandwagon.

I firmly believe that the Savile scandal was the fault not of the BBC but of our culture in general at the time. As many commentators have noted, the Life on Mars mentality that prevailed during the 1970s was exactly that – a world away from the relatively progressive environments that our workplaces and institutions offer now.

Back in the late 1990s I was deputy editor on Trisha (produced by Anglia, then part of the ITV Network) when the scandal of fake guests on TV talk shows broke (it was easy for the tabloids to pick up on because they used the same models and actors for their own centre page spreads).

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