Flickr image courtesy of Erik FitzpatrickThe Friday Wrap is a review of news, posts, reports, and other items appearing in the last week that will help you stay on top of the forces shaping communication in this fast-paced, ever-changing environment. These are stories that may have been lost in the flood of headline news stories. I collect the items from which I choose the Wrap stories in my link blog, which you’re welcome to follow.
FTC report accuses Google of skewing search results—“Don’t be evil,” Google proclaims. Yet U.S. Federal Trade Commission staffers accused Google of manipulating search results to elevate its own Read More »
Flickr photo courtesy of Larry JacobsenBefore we jump into the week’s news, I want to bring two upcoming events to your attention. First, for the fourth consecutive year, Thornley Fallis CEO Joe Thornley and I will present our eight-week interactive course, “Getting Strategic with Social Media.” Offered through IABC, the course includes a weekly, asynchronous, multimedia learning module and a live conference call; there’s also an exclusive, closed Facebook group where you can participate with Joe and me, fellow workshop participants, and some 300 participants from prior years’ sessions. Details and registration are here.
Flickr photo courtesy of Juhan Sonin Some Super Bowl follow-up was inevitable in this week’s Wrap, along with the usual mix of news, reports, posts, and studies. As always, I bookmark everything I might consider for the Wrap—and for my podcast—on my link blog, which you’re welcome to follow.
Coca-Cola suspends automated tweet campaign after being suckered—It was a cute idea: Mark negative tweets with the hashtag #MakeItHappy, which would cue Coca-Cola to convert the negative words into ASCII images. Then Gawker found the automated system handling the conversions had made art out of the slogan of white nationalism. Gawker next Read More »
A brand’s reputation can rise or fall based on how it reacts to unplanned events. Having a crisis plan in place is a good start, but it’s not enough. The right response has to be part of the organization’s character, part of its DNA.
Two companies have hurt themselves and eroded their own reputations with woefully tone-deaf responses to events. As these cases are analyzed in the days and weeks to come, crisis planning will undoubtedly be invoked. In both cases, though, all the planning in the world wouldn’t have stopped these businesses—Uber and Sony—from reacting based on their core nature.
Social media has become a standard component of crisis communication efforts. In an August 6 blog post, crisis communications and media training consultant Gerard Braud of Braud Communications argued that there could be crisis situations in which institutions would be best served by taking down their Facebook page or other social media outposts. Looking at the flood of negative, critical, and even outrageous comments left to Emory Healthcare’s Facebook page after the hospital began treating an Ebola victim, Braud concluded, “Sometimes in a crisis, you may find that it is in your best interest to rely on conventional crisis Read More »