[Video] Crisis Management and Social Media
Despite being two-and-a-half years old this video by Professor Coombs provides a very good primer on how to deal with a crisis using social media. All of the Professor’s points are still very valid now, the only difference from 2009, when this video was created, is that there are more people than ever that are using social media and are using it to complain, spread rumours and for activism.
Brands need to be prepared in having a detailed crisis management plan of action. They can no longer afford to thrust their heads in the sand and hope that social media is just a fad.Tags: crisis management, customer service, social activism