Online crisis can range from a multitude of things. The main one being social media crisis. They can either be handled very well and work out for a company or end up going south very quickly. Most of these companies have been fortunate enough to have to right PR and social media people or they need to replace them as soon as possible. One example of a company that dealt with a social media crisis well is the Red Cross and their "#gettingslizzard" rouge tweet. They handled the crisis very well and while keeping a good name for themselves.
An example of a company handing a social media crisis poorly is Applebee's when a waitress shared a picture of customer receipt and Applebee's fired the woman stating that she was violating customer privacy. There was an outrage and Applebee's wrote a statement defending themselves. Following their statement, they received countless negative comments. They began leaving the same generic comment over and over again on the comments and they were also accused of deleting some of the negative comments. This made matters worse for them.
Maybe they should have read this article on how to properly deal with a social media crisis.
No comments:
Post a Comment