social media Archives

Social networks love posts that provoke strong emotions – these tend to be shared widely as we often can’t help but react to them. A like, an outraged quote post or a reply – all are ways we tell the…

Why social networks shouldn’t ban anonymity

Gemma Storey

anonymity, creativity, fandoms, freedom, LGBTQ+, online harassment, privacy, , trolls

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A debate has raged for some years now over whether or not social networks should ban anonymous accounts. As someone who’s on Twitter daily, I see a lot of abuse, harassment, trolling, and misinformation being spread by accounts with an…

How to help your employees navigate social media storms

Gemma Storey

Crisis preparation, employee wellbeing, , training

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Social media has created a whole new headache for brands and their employees, and many are still getting to grips with it. It’s an issue that’s become more prominent as society has embraced online campaigning. In various sectors, campaigners have…

The curious case of Wetherspoon’s social shutdown

Gemma Storey

Brands, crisis, customer care, ,

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British pub chain JD Wetherspoon shut down all of its 900+ pub’s social media profiles this week, with the chairman, Tim Martin, citing a variety of reasons. Apart from his general opinion that people spend too much time on social…

Can humour be toxic to brands?

Gemma Storey

authenticity, Brands, listening, reputation management,

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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…

social media crisis managemnet in the age of anger

Social media crisis management in the age of anger

Gemma Storey

anger, Brands, ,

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I don’t know about you, but I didn’t need research to tell me that we’re all a bit angrier than we used to be. But, research we have. BMB recently conducted research in conjunction with The Drum and House51; it…

How to respond to negative reviews

Gemma Storey

Crisis Communications

#smcrisis, Brands, crisis communication, critical feedback, Facebook, Negative reviews, reputation management, , TripAdvisor, Twitter, Yelp

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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

Gemma Storey

Brands, crisis communication, crisis training, reputation management, ,

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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

Gemma Storey

Crisis Communications

crisis communication, reputation management, , Twitter

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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…

Brands & Politics: why it’s time to get involved

Gemma Storey

Crisis Communications

action, Brands, crisis communication, politics, , values

No Comments

A regular star of the crisis simulations I write for Polpeo is someone I call AnarchySteve. For years, he’s been one of my go-to guys for causing simulation participants headaches. He’s arrogant, stubborn, opinionated and unyielding. Just when you think…

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