April in Crisis
Brands can’t always control how people use their products, but, as we saw with Snapchat in April, they still have to deal with the fallout when things go wrong. Other brands head into crises due to their own actions –…
Brands
Brands in crisis: controlling the risk
Anyone who’s been involved in running a business will know that it’s impossible to completely eliminate risk. You can assess risk, and manage it, but you can’t eliminate it. Businesses need thorough risk assessments, but they also need crisis plans…
February in crisis
February saw some big battles when it came to brands going through crises. For starters, the on-going fight between Apple and the FBI ramped up. The tech industry gets behind Apple Investigators want Apple to create software that would, in…
Responding to data breaches: how has TalkTalk done?
On 21st October 2015 customers of UK telecoms provider, TalkTalk, found that they couldn’t access their email, and the brand’s website was also down. The next day, TalkTalk announced that it had been hacked. Major national news outlets on television,…
How to handle a crisis when it’s really not your fault
When a major credit checking agency (well, the major credit checking agency) experiences a data breach, it’s not just its reputation on the line, but that of its client. T-Mobile USA has been dealing with a crisis not of its…
Lessons from the #DSMLFSession on social media crisis
Yesterday, we saw the participant side of dealing with a social media crisis, today, I wanted to share observations from the other side of the simulation. Managing a social media crisis first thing on a Monday morning is not everyone’s…
How can brands show that they’re listening during a crisis?
Hardly a day goes by when some brand isn’t facing a reputational crisis. It’s to be expected; companies are comprised of people after all, and people are fallible. For some crises, having the proper processes and procedures in place can…
The CEO created crisis
When a business is going through a crisis, one of the primary functions of its CEO is to steer it through the storm. But what if the CEO is the one creating the crisis, or their actions are making it…
Polpeo #smcrisis demo at #DMASocial
The Polpeo team had a great time running the simulation component of the Direct Marketing Association’s social media crisis workshop on 22/05/14. The participants battled to defend their fictitious brand, as it weathered a brutal social media storm. How did…
The human-driven social media crisis
When people talk about social media crisis, what do they mean? The most serious crises are those that happen in the real world, and play out online. In this post, however, we’re going to look at pure social media crises…