Posts Tagged “crisis management”

[Video] Crisis Management: Protecting Your IP

Can you copyright two stripes on a sweater? How about a China-red soled shoe? Marcia Horowitiz provides some practical advice on how to deal with a range of IP protection issues.

Key Components of an IP Crisis Communications Program:

  1. Identifying trouble spots and key themes
  2. Forming crisis teams
  3. Implementing a corporate press policy
  4. Designing a warning system
  5. Creating a crisis manual

These key points are not only relevant to IP asset issues, but also to social marketing and digital media crisis as well. It is important to be prepared and plan for contingencies now, not when the crisis happens.

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Post Under Business, Tech, Video February 20, 2012

[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.

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Post Under Social Media, Video January 30, 2012

[Video] Volkswagen’s Crisis Management Fail

Another example of a company that is out of step with many of their customer’s views regarding corporate responsibility. However the failure here is not just their CC&R misstep, but that they have fallen into the traditional crisis management methods: ignoring the problem and hoping that it will go away.

The Ostrich approach only results in in worsening the crisis, as Nestle found out in 2010. It’s disappointing to see a company that has received so many benefits from social media exposure, in the form of the most watched online video of 2011, now choosing to ignore it.

A conversation is two-way. Consumers want to be active participants in your brand. Ignore them at your own peril.

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Post Under Business, Social Media, Video January 13, 2012

The Rise of Social Activism: Why You Need to be Listening to Your Customers

The Rise of Social Activism:  Why You Need to be Listening to Your Customers

In late December 2011 it was discovered that one of the key supporters of the US SOPA legislation was the world’s largest domain registrar, GoDaddy. This was curious given that nearly every other major tech company considered SOPA and PIPA to be a clear and present threat to not only their business activities but also to the internet itself. Many people were outraged by this support and a boycott of GoDaddy was organised, beginning on the social aggregator Reddit but soon spreading through Facebook, Twiiter and other social networks. The result wasn’t just social activism, it sent major shockwaves throughout the corporate world and underlined just why every business needs to be listening to its customers.

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Post Under Business, Social Media, Tech December 27, 2011
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