Posts Tagged: crisis management

Social media users take restaurant to task; it responds with a lesson in how not to do things

lemp's zomato ratingFor couple of days in the second week of June “Lemp” was a top trending topic for over 20 million users of Twitter in India, non-stop. Surprisingly Lemp is not the name of a champion Indian cricketer, a famous Bollywood actor or a corrupt politician caught in yet another scandal.

Lemp is a name of a brewery-restaurant located in the New Delhi suburb of Gurgaon, caught in the eye of a social media storm after a group of youngsters were cheated and mentally harassed by the management and owners of the property.

Read more on Social media users take restaurant to task; it responds with a lesson in how not to do things…

Natwest failed to support its customers on Twitter during IT collapse

A new report from BirdSong: Social Media Reconnaissance points to a number of failings by Natwest in actively supporting its customers via Twitter during the IT collapse in late June.

Despite leaps in followers and mentions of @natwest_help, extended branch hours and weekend openings, the bank’s Twitter account did not actively extend its presence or boost replies until late in the crisis, opting for a ‘business as usual approach’ not in line across the bank’s other support channels. Read more on Natwest failed to support its customers on Twitter during IT collapse…

Superinjunction story shows brands need to think beyond PR and bring social to whole business

So now we all officially know what we already knew. Whatever one might think about the importance of alleged affairs by alleged footballers with alleged models though, the past few weeks has dramatically demonstrated how the rules of engagement have changed for anyone wishing to fully control the flow of information about themselves.

In short, you can’t. A whole new set of social skills needs to be employed if you don’t want to end up with 75,000 people tweeting about you for all the wrong reasons. Read more on Superinjunction story shows brands need to think beyond PR and bring social to whole business…

BP beaten in social media stakes by fake tweets

A Twitter user has passed themselves off as the communications department of beleaguered oil giant BP, with a series of tongue-in-cheek tweets about the current oil crisis and racked up more than 35,000 in the process — many more than oil giant’s official voice. Read more on BP beaten in social media stakes by fake tweets…

48 hours to save your reputation? If you are lucky, you’ll get four

Take a look at this chart, it shows the Twitter life span of the
tube story that ran on Friday and is a lesson for any customer facing
organisation. When something breaks online you literally have 3-4
hours to get a handle on things.

Read more on 48 hours to save your reputation? If you are lucky, you’ll get four…