Comments on: How Blogs & Social Media Are Changing Crisis Communications http://theengagedconsumer.powered.com/2008/04/11/how-blogs-social-media-are-changing-crisis-communications/ Tue, 09 Mar 2010 20:55:50 +0000 http://wordpress.com/ hourly 1 By: sandrar http://theengagedconsumer.powered.com/2008/04/11/how-blogs-social-media-are-changing-crisis-communications/#comment-524 sandrar Thu, 10 Sep 2009 13:33:16 +0000 http://theengagedconsumer.wordpress.com/?p=46#comment-524 Hi! I was surfing and found your blog post... nice! I love your blog. :) Cheers! Sandra. R. Hi! I was surfing and found your blog post… nice! I love your blog. :) Cheers! Sandra. R.

]]> By: Comunicación de crisis y Social Media « El Australiner http://theengagedconsumer.powered.com/2008/04/11/how-blogs-social-media-are-changing-crisis-communications/#comment-215 Comunicación de crisis y Social Media « El Australiner Wed, 25 Feb 2009 13:13:28 +0000 http://theengagedconsumer.wordpress.com/?p=46#comment-215 [...] How Blogs & Social Media Are Changing Crisis Communication  3- Responding to Crisis Using Social Media PDF Este es el caso DELL 4- Crisisblogger   [...] [...] How Blogs & Social Media Are Changing Crisis Communication  3- Responding to Crisis Using Social Media PDF Este es el caso DELL 4- Crisisblogger   [...]

]]> By: chris kornbau http://theengagedconsumer.powered.com/2008/04/11/how-blogs-social-media-are-changing-crisis-communications/#comment-21 chris kornbau Wed, 07 May 2008 05:30:42 +0000 http://theengagedconsumer.wordpress.com/?p=46#comment-21 I find the corporate response to customer demands as "falling short" of bringing stockholder accountability to bear in rating the fiscal challenges in the current integrated communication market as worthy. The cyclocurrent communication models are changing with the reflectivity of the latest technological advances in that "keeping up with the Joneses" is one way to keep their target market afloat and in integrating feedback that is instantaneous and helpful barring I-net "flaming" or such tactics that can warp the perceived influence our customer base can bestow. Arpey does have challenges to face, but face time in a techno world can only lead to more I-net postings that can also disseminate "spin" and fodder without losing character core in the business model. I find the corporate response to customer demands as “falling short” of bringing stockholder accountability to bear in rating the fiscal challenges in the current integrated communication market as worthy. The cyclocurrent communication models are changing with the reflectivity of the latest technological advances in that “keeping up with the Joneses” is one way to keep their target market afloat and in integrating feedback that is instantaneous and helpful barring I-net “flaming” or such tactics that can warp the perceived influence our customer base can bestow. Arpey does have challenges to face, but face time in a techno world can only lead to more I-net postings that can also disseminate “spin” and fodder without losing character core in the business model.

]]> By: american airlines and flight and cancelled http://theengagedconsumer.powered.com/2008/04/11/how-blogs-social-media-are-changing-crisis-communications/#comment-18 american airlines and flight and cancelled Thu, 01 May 2008 22:38:12 +0000 http://theengagedconsumer.wordpress.com/?p=46#comment-18 [...] airlines flight cancellations and the changes social media are having on crisis communications.http://theengagedconsumer.powered.com/2008/04/11/how-blogs-social-media-are-changing-crisis-communic...Keeping Passengers and Employees Safe at All TimesIn the event of a cancelled flight, american [...] [...] airlines flight cancellations and the changes social media are having on crisis communications.http://theengagedconsumer.powered.com/2008/04/11/how-blogs-social-media-are-changing-crisis-communic…Keeping Passengers and Employees Safe at All TimesIn the event of a cancelled flight, american [...]

]]> By: Rich Klein http://theengagedconsumer.powered.com/2008/04/11/how-blogs-social-media-are-changing-crisis-communications/#comment-12 Rich Klein Mon, 14 Apr 2008 12:41:07 +0000 http://theengagedconsumer.wordpress.com/?p=46#comment-12 Did anyone notice that Gerard Arpey was at an industry conference in California rather than back in Texas at the height of the American Airlines crisis? I blogged about this at http://riversidepr.typepad.com/riverside_public_relation/2008/04/american-airlin.html Did anyone notice that Gerard Arpey was at an industry conference in California rather than back in Texas at the height of the American Airlines crisis? I blogged about this at http://riversidepr.typepad.com/riverside_public_relation/2008/04/american-airlin.html

]]> By: Doug Wick http://theengagedconsumer.powered.com/2008/04/11/how-blogs-social-media-are-changing-crisis-communications/#comment-11 Doug Wick Fri, 11 Apr 2008 21:24:14 +0000 http://theengagedconsumer.wordpress.com/?p=46#comment-11 Great post and comments. I was unfortunate enough to be caught in the maelstrom trying to come back from LA to Austin on April 9th, and was shipped from Orange County to LAX before finally booking a Southwest flight to get home. I would add that the main effect of social media to corporate crises such as this one seems to be that it amplifies the successes or failures involved. As Korye mentioned, related conversations on Twitter, on blogs, and on social networks tend to spike when these types of things are going on. I myself published a couple Twitter and Facebook messages about my difficulties. The public is judging the company in real time, and these judgments remain on the internet for years afterward. So "crisis management" for corporations needs to start to include kicking their PR team into high gear in responding on influential blogs, within networks, on messageboards when things start to go down. This is made more easy if they actually already have a presence there. How could companies actually use social tools to manage the crisis itself? Well, it seems like these companies have huge internal communications issues during these times. There is frantic talking into cellphones, pacing around with CBs, and hammering on the mainframe computer system by the gate staff. It seems like an internal PDA-driven social network that integrated instant messaging would be very helpful with organizing and disseminating information. But they need to get their internal communications in better order before they can extend any of that to customers. Great post and comments. I was unfortunate enough to be caught in the maelstrom trying to come back from LA to Austin on April 9th, and was shipped from Orange County to LAX before finally booking a Southwest flight to get home.

I would add that the main effect of social media to corporate crises such as this one seems to be that it amplifies the successes or failures involved. As Korye mentioned, related conversations on Twitter, on blogs, and on social networks tend to spike when these types of things are going on. I myself published a couple Twitter and Facebook messages about my difficulties. The public is judging the company in real time, and these judgments remain on the internet for years afterward. So “crisis management” for corporations needs to start to include kicking their PR team into high gear in responding on influential blogs, within networks, on messageboards when things start to go down. This is made more easy if they actually already have a presence there.

How could companies actually use social tools to manage the crisis itself? Well, it seems like these companies have huge internal communications issues during these times. There is frantic talking into cellphones, pacing around with CBs, and hammering on the mainframe computer system by the gate staff. It seems like an internal PDA-driven social network that integrated instant messaging would be very helpful with organizing and disseminating information. But they need to get their internal communications in better order before they can extend any of that to customers.

]]> By: koryelogan http://theengagedconsumer.powered.com/2008/04/11/how-blogs-social-media-are-changing-crisis-communications/#comment-10 koryelogan Fri, 11 Apr 2008 14:55:13 +0000 http://theengagedconsumer.wordpress.com/?p=46#comment-10 Chuck, Thank you for your comments. The most important advice I can offer is that companies must accept the reality that markets are now conversations - http://www.cluetrain.com/book/markets.html . Consumers are participating and, to some extent, controlling the conversation. Blogs, message boards and UCG sharing sites are three of the most common ways consumers interact in today's market. Companies need to assign staff to identify and monitor activity on social sites that are relevant to their business. This should be done prior to a crisis, as part of the larger CC plan. This will provide the knowledge of who the key participants are and where are they participating online. In some cases, relationships can be built with influence keys prior to a crisis. In this case, here are some things AA should have on their CC radar: 1. Blogs about airlines - for example: http://aviationblog.dallasnews.com/ http://theairlineblog.blogspot.com/ http://www.blogcatalog.com/post-tag/american%20airlines/ 2. UGC sharing sites: such as YouTube and Flickr http://www.flickr.com/search/?q=american+airlines&d=posted-20080404-&ss=0&ct=0 3. Message boards: what are consumers saying online? http://boards.msn.com/Travelboards/thread.aspx?ThreadID=621476 http://www.flyertalk.com/forum/forumdisplay.php?f=445 http://www.topix.com/forum/business/airlines http://www.airlinecomplaints.org/forumdisplay.php?s=00a745736c80eea619ce56709ba09deb&f=16 4. Comments on Media sites: "Travelers share their tales" on MSNBC http://www.msnbc.msn.com/id/24051741 5. Competition: how do they particpate in the conversation? Southwest and Delta have active blogs. http://www.blogsouthwest.com/ http://blog.delta.com/ Determining exactly how to interact with consumers is a strategic decision that must be considered carefully. Yet history has shown us (i.e. Tylenol) that open and honest communication combined with a timely and decisive response results in a more positive reaction from consumers. Today the reality is that companies must include a variety of online media in disseminating this communication. Chuck, Thank you for your comments. The most important advice I can offer is that companies must accept the reality that markets are now conversations – http://www.cluetrain.com/book/markets.html . Consumers are participating and, to some extent, controlling the conversation. Blogs, message boards and UCG sharing sites are three of the most common ways consumers interact in today’s market.

Companies need to assign staff to identify and monitor activity on social sites that are relevant to their business. This should be done prior to a crisis, as part of the larger CC plan. This will provide the knowledge of who the key participants are and where are they participating online. In some cases, relationships can be built with influence keys prior to a crisis.

In this case, here are some things AA should have on their CC radar:
1. Blogs about airlines – for example:
http://aviationblog.dallasnews.com/
http://theairlineblog.blogspot.com/
http://www.blogcatalog.com/post-tag/american%20airlines/

2. UGC sharing sites: such as YouTube and Flickr
http://www.flickr.com/search/?q=american+airlines&d=posted-20080404-&ss=0&ct=0

3. Message boards: what are consumers saying online?
http://boards.msn.com/Travelboards/thread.aspx?ThreadID=621476
http://www.flyertalk.com/forum/forumdisplay.php?f=445
http://www.topix.com/forum/business/airlines
http://www.airlinecomplaints.org/forumdisplay.php?s=00a745736c80eea619ce56709ba09deb&f=16

4. Comments on Media sites: “Travelers share their tales” on MSNBC
http://www.msnbc.msn.com/id/24051741

5. Competition: how do they particpate in the conversation? Southwest and Delta have active blogs.
http://www.blogsouthwest.com/
http://blog.delta.com/

Determining exactly how to interact with consumers is a strategic decision that must be considered carefully. Yet history has shown us (i.e. Tylenol) that open and honest communication combined with a timely and decisive response results in a more positive reaction from consumers. Today the reality is that companies must include a variety of online media in disseminating this communication.

]]> By: Chuck Wolf http://theengagedconsumer.powered.com/2008/04/11/how-blogs-social-media-are-changing-crisis-communications/#comment-9 Chuck Wolf Fri, 11 Apr 2008 10:07:41 +0000 http://theengagedconsumer.wordpress.com/?p=46#comment-9 Obviously, American Airlines should be posting more content for its passengers, media, and public (including its own news conference videos) on its own website. So if you were a Crisis Communications Consultant to American Airlines (or another major client), which specific social media or Web 2.0 tools would you recommend they monitor, use, and how? Obviously, American Airlines should be posting more content for its passengers, media, and public (including its own news conference videos) on its own website. So if you were a Crisis Communications Consultant to American Airlines (or another major client), which specific social media or Web 2.0 tools would you recommend they monitor, use, and how?

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