In a crisis, there’s a real temptation to focus on the here and now. Our instinct is to go into survival mode. It’s hard enough to think about getting through the next 24 hours, let alone to think about what to do once the crisis is over.
reputation management
What to be aware of when working with influencers
We’re seeing some lifestyle and travel influencers being called to account for their foreign travels during a global pandemic. Many of us are in lockdown and even at the start of the pandemic people were beginning to tire of seeing…
Does brand reputation matter?
Axios has released the results of the latest Axios Harris Poll 100 survey. It conducted the research by asking U.S. adults to rank companies based on their corporate reputation. The participants were not happy with Facebook, at all. It fell…
Can humour be toxic to brands?
There’s a big difference between funny and patronising – this is especially true for brands on social media. Of course, much of our humour is down to personal taste. What one person finds offensive, another may find side-splittingly funny. Being…
How to respond to negative reviews
The subtitle to this post should be: “in a way that doesn’t blow up in your face”. No reasonable person expects brands to be perfect. Mistakes happen, it’s the response (or lack of one) that counts. But sometimes businesses seem…
Why brands need to simulate a social media crisis
It’s not hard to understand why your team needs to train to deal with a crisis breaking on social media – one look at the news shows the power that social media posts have over the headlines. Whether it’s the…
The five mistakes that shaped United’s crisis
At 7:30pm on Sunday 9th April passengers aboard United Airlines flight 3411 started tweeting about an incident as they waited for take-off. Some tweeted the airline, others local news channels. Several took pictures and video of the chaos on board…
Book your place at Digital Download
If you’ve ever wondered what a live social media crisis simulation would be like, now’s your chance to find out! The Polpeo team will be at this month’s Digital Download in Islington, running a live crisis simulation focusing on the…
Eight things to consider during a crisis
We’ve run a series of crisis simulations for the PRCA over the past two weeks (London 27 November, Edinburgh 28 November, Manchester 29 November and Bristol on 30 November). They were great fun for us to run, and attracted some…
Crisis recovery: Chipotle
Chipotle spent half of 2015 going through repeated crises as customers across America came down with illnesses. It had to deal with: E.coli outbreaks in Seattle (July 2015, five people sick from an unknown source), and a further 12 states…