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The Crisis Intelligence Blog

Archive • Dealing with Negative Criticism

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Free Issues Management Response Flow Chart (For Your Use)

22 May

Effective issues management is a hot topic these days, which makes sense considering that every week presents us with another organization in need of putting their issues management to practice. When it comes to your organization’s issues management, equipping your frontline with a response flow chart is essential. A good response flow chart will: Provide your [...]

How to Launch a Successful Hashtag Campaign

05 May

Hashtag campaigns are risky. Think #McDstories and, most recently, #myNYPD. When you give the public freedom to interpret a hashtag and share visuals or stories, even with the best intentions, you risk receiving negative contributions. However, this isn’t always a bad thing. Read: Hashtag Brandjack Campaigns – Lessons From #AskChevron For example: If you’re a [...]

Does the New Trend of Anonymous Apps Put You at Risk?

08 Apr

With apps like Secret, Whisper, Yik Yak and Rumr gaining in popularity, organizations are left even more vulnerable. Perhaps it’s due to the fact that we help organizations work their way through targeted attacks on a regular basis, but I have a hard time understanding why these sorts of apps are continuing to be developed [...]

How to Protect Your Online Reputation From Fake Yelp Reviews

07 Oct

Many consumers look to Yelp for feedback and reviews of different businesses, restaurants, hotels – you name it. Many organizations have issues with Yelp ranging from negative reviews to fake reviews and more. Let’s pause here on the issue of fake reviews. A new report by Harvard Business School shows that 20% of Yelp reviews are [...]

How the New YouTube Changes Will Help with your Issues Management

30 Sep

I recently wrote about the two social media platforms you absolutely need to be on, pre-crisis. The first was Twitter and the second was YouTube. When it comes to publishing a video response to a crisis and having it (pretty well instantly) rank at the top of the search engines, YouTube is the platform you [...]

Don’t Fear Social Media Issues. Embrace Them!

05 Sep

Yesterday I wrote about the situation British Airways found themselves in earlier this week when an unhappy customer purchased a promoted tweet to complain about the lack of customer service provided by the airline. Today I’d like to talk about British Airways’s response to that promoted tweet. When Hasan Syed paid to promote the following tweet: [...]

The Reputational Repercussions of Auto Generated Responses

15 Aug

We’ve all experienced them. Auto generated responses on Facebook, Twitter and other social media platforms, programmed to welcome new followers, respond to inquiries, comments, @mentions and the likes. However, it seems that large organizations are the last to realize the negative impacts these annoying auto generated replies threaten to have on their reputation. Domino’s Pizza [...]

How to Prepare for Facebook Photo Comments

09 Jul

Facebook will slowly be rolling out the option for your fans to comment to your posts with a photo directly uploaded to the thread. This doesn’t present many new risks, but it is something you need to be aware of and prepare for internally. How can you prepare for Facebook photo comments? Include images within your [...]

Exploring The Psychology of Online Trolls (video)

27 Jun

Online trolls. The majority of us have experienced their tactless attacks, whether against us as individuals, or attacks against our brands. They’re usually nameless, faceless entities out for a quick and negative thrill and their sole purpose: to raise your blood pressure and spread nasty comments and attacks against you online. I recently came across the [...]

Fake Reviews: How to Protect Your Brand (Video)

19 Jun

Fake reviews are an issue that many brands, both corporate and personal, are facing more and more of these days. Whether we’re talking about fake positive reviews or fake negative reviews, both present reputational ramifications as well as some very serious legal ramifications. So, if you’re thinking of creating either, don’t! And contrarily, if you’re a [...]