Stuart Bruce

JULY 15, 2014

For example, last autumn, an initiative by British Gas, which is owned by FTSE 100 group Centrica, to use its Twitter account to promote customer service was greeted by hundreds of tweets pouring scorn on the company’s decision to raise energy prices ahead of winter.”.

Social Media 132

Social Media Public Affairs Media Crisis Communications 132

Prohibition

JANUARY 14, 2022

Your customers could make their displeasure known on your Facebook page and Twitter feed. Trying to control a crisis is almost impossible. But you can plan for it by creating a PR Crisis Plan. Corporate impropriety, such as fraud, theft, negligence, corruption, deception, poor customer service etc.

Crisis 62

Crisis How To Crisis Management Crisis Communications 62

Waxing UnLyrical

AUGUST 18, 2014

Why: In this post from the WUL vault, two very different attitudes to customer service and technology caused me to question whether too much technology makes us… well, you know. Why: The recent DDOS attacks on Evernote and Feedly revealed a great deal about each company’s attitude toward crisis communication.

Crisis Communications 75

Crisis Communications Software B2B Crisis 75

ImPRessions - Crenshaw Communications

MAY 15, 2018

Starbucks routinely engages with its customers on Twitter and other social platforms, responding to many questions and customer service issues. The first statement in crisis response carries great importance, because it sets the tone for what will follow. Starbucks’ solution to a venti problem.

Crisis 136

Crisis Privacy Airlines Facebook 136

Cision

JUNE 3, 2015

Global brands aren’t exclusively looking to sell more product when they engage in corporate social responsibility campaigns, they aren’t only concerned about your order when they deal with your customer service issue, and they aren’t merely looking to offer you coupons when they ask for your email address or request you follow them on Twitter.

Crisis 120

Crisis Construction Viral Reputation 120

Deirdre Breakenridge

OCTOBER 20, 2015

Most schools offer the basic courses such as Introduction to PR, Writing, Research, Campaigns, Case Studies, and Crisis Communications. I have met so many remarkable professionals through blog posts I have written, or a comment that I made on someone else’s blog, or a twitter chat in which I participated. How awesome is that?

Education 150

Education Training Course Social Media 150

Waxing UnLyrical

AUGUST 18, 2014

Why: In this post from the WUL vault, two very different attitudes to customer service and technology caused me to question whether too much technology makes us… well, you know. Why: The recent DDOS attacks on Evernote and Feedly revealed a great deal about each company’s attitude toward crisis communication.

Crisis Communications 40

Crisis Communications Software B2B Crisis 40

Waxing UnLyrical

APRIL 11, 2012

Getting media trained helps you stay on message and bridge back to you talking points without sounding like a robot or some disingenuous suit – a *big* problem to avoid when you’re in crisis mode. Take the time to develop a crisis communications plan. Prepare to get social by being social now.

Media Training 70

Media Training Crisis Training Crisis Communications 70

Critical Mention

JUNE 29, 2018

Suddenly Tide found itself in the middle of an unexpected PR crisis that it didn’t cause. Takeaway: Tide did a great job combatting the crisis by using Twitter to reply to people having “trouble” with its products, telling them to contact their doctor or local poison center and also providing the company’s customer service number.

Crisis 68

Crisis Customer Service Financial Video 68

PR in High Definition

AUGUST 27, 2019

In any crisis, it’s important to establish the facts: who is calling you and are they who they say they are? If it’s an unhappy customer, then should you pass it on to customer services? Few of us have forgotten Elon Musk’s Twitter debacle over Space X’s submarine and the Thailand Caves.

Crisis 72

Crisis How To Reputation Newspapers 72

Cision

DECEMBER 14, 2015

For any post that you put on Facebook, Twitter, Instagram, etc., you can expect only a small fraction of your potential audience will ever receive your communication, much less act upon it. It may also be worthwhile to consider embedding key social posts into crisis-related content or even digital press releases.

Crisis Communications 120

Crisis Communications Crisis Communications Facebook 120

MaccaPR

OCTOBER 28, 2014

Four years ago, Shankman sold to Vocus his free HARO service, which, at the time , had a user base of 30,000 journalists and bloggers and more than 100,000 businesspeople and PR professionals! What advice do you have for companies wishing to attract more Twitter followers (you have 164,000+)? Source: Amazon ). Be choosy.

Interviews 54

Interviews Financial Social Media Crisis 54

Waxing UnLyrical

SEPTEMBER 28, 2010

Because other than my limited (primarily to Twitter and the company’s customer service hot line) communications with Pepco, I really had no idea what their efforts entailed. Our crisis communications plan consist of pre-event, event, and post-event reporting guidelines and information. Completely.

Social Media 61

Social Media Media Crisis Energy 61

Prohibition

JANUARY 7, 2022

Whether it’s on Twitter or Facebook, companies are always liable to conflicts and problems on social media. You want to take immediate action but make sure that your long-term goals aren’t set back by the short-term crisis. How important is crisis management? How to establish an effective crisis management team.

Crisis Management 62

Crisis Management Crisis Reputation Financial 62

Stephen Waddington

DECEMBER 30, 2019

Vuelio named this blog the best PR and communications blog in 2019. I appreciate your comments by email, Facebook and Twitter. Thirty years after the invention of the web we’re only beginning to realise that it hasn’t brought about the communication utopia that was originally envisaged. She always improves my work.

Government 103

Government Education Print Ethics 103

Waxing UnLyrical

NOVEMBER 22, 2010

Connecting with and supporting your Open Community is really important, because if you don’t, someone else will. Why is Open Community important for public relations? Maddie : I think PR professionals are pretty savvy to the usefulness of tools like Facebook, Twitter, and LinkedIn to raise awareness when the conditions are right.

Community 82

Community Publicity Web Social Media 82

Newsfile

JANUARY 30, 2024

Examples of AI Prompts for PR Research Rank the top five best practices for crisis communication in the context of a healthcare industry scandal? Other platforms like X (formerly Twitter) and LinkedIn will continue to be of importance as more people and businesses strive to establish themselves as industry thought leaders.

Trends 105

Trends YouTube Video Social Media 105

Stuart Bruce

JULY 23, 2017

In reality social media should ‘live’ in each and every corporate function as it has a vital role to play in customer service, marketing, public relations, human resources and numerous other functions. Each should use social media to support whatever its objectives are for supporting the organisation.

Social Media 68

Social Media Media Customer Service Corporate 68

Stuart Bruce

OCTOBER 30, 2014

Stuart Bruce speaking at the IATA Crisis Communications in the Social Media Age conference. (c) This morning I gave a keynote at the global ‘Crisis Communications in the Social Media Age’ conference in Istanbul. I won’t be predicting that Whisper is the next Twitter or Snapchat is the next Facebook.

Crisis Communications 148

Crisis Communications Transportation Conference Social Media 148

ImPRessions - Crenshaw Communications

JUNE 7, 2018

This means that a customer service or PR team must recognize the difference between an anonymous troll with a miniscule following and a legitimate customer or influencer. In April, a presidential Twitter tirade against Amazon helped the company’s share price plunge 11% in one week. The troll is too powerful.

SEO 227

SEO Privacy Crisis Crisis Management 227

Sword and the Script

JANUARY 12, 2016

More than half, or 51% of executive surveyed said the public relations or communications department is “is best suited to oversee an organization’s social media efforts.” . By virtue of its function, from crisis communication to promotion, PR is required (or ought to be) to work across silos.

Survey 60

Survey Corporate Social Media Media 60

Waxing UnLyrical

MARCH 9, 2016

My area of interest is in crisis communication. From studying crises in social media, I’ve learned that brands often communicate through a different social media channel to get the word out when an account and/or website has been hacked (this is not one of those times to keep quiet ).

Instagram 40

Instagram Privacy Guidelines Social Media 40

Waxing UnLyrical

MARCH 9, 2016

My area of interest is in crisis communication. From studying crises in social media, I’ve learned that brands often communicate through a different social media channel to get the word out when an account and/or website has been hacked (this is not one of those times to keep quiet ).

Instagram 32

Instagram Privacy Guidelines Social Media 32