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The Crisis Intelligence Blog

Archive • Social Media Monitoring

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Crisis Management Reflections of 2013, from Patrice Cloutier

04 Dec

Editor’s Note: The following is a guest post from the very talented Patrice Cloutier. Patrice is currently Team Lead for strategic communications in the Communications Branch of the Ontario Ministry of Community Safety and Correctional Services. If there’s one thing about crisis communications that was validated in 2013, it’s the absolute necessity to operationalize social listening as [...]

Dissecting the Law: Employers Prohibited from Accessing Employees’ Social Media Accounts

15 Oct

Editor’s Note: Different states across the U.S. have been instating these new social media laws that prohibit employers from requesting access to an employee’s personal social media accounts. But what do these laws really mean? What are the exceptions to the rules and how do they apply to your organization? Judith Delaney, of TurnsonPoint Consulting, answers all [...]

Monitoring Students’ Social Media Activity: Guidelines For Schools

24 Sep

Last week, I published a post on a California school district that has hired a third-party monitoring firm to monitor 14,000 of their students’ public social media posts. Read: California School District Prevents Crises by Monitoring Students’ Social Media Posts With all of the cyberbullying and other issues young people face online today, and all of [...]

California School District Prevents Crises by Monitoring Students’ Social Media Posts

16 Sep

When it comes to cyberbullying, threats against or towards minors, possible violence and other major issues involving youths these days, what responsibility lies on the school systems? Not many schools, teachers, principals or parents truly know the answer to this important question. However, a school district in Glendale, California has voluntarily taken on the task of [...]

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 [...]

Social Media Crisis Monitoring Tool Reviewed: CrisisVu (Paid Tool)

07 Mar

I recently had the opportunity to test out a new Twitter monitoring tool called CrisisVu. As the name suggests, CrisisVu was developed with the aim of helping companies better monitor the discussions around their brand in a crisis. This web-based tool gives you real-time insights and a live view of what is being tweeted and [...]

Social Media Monitoring Tool Review: HyperAlerts (Free Tool)

24 Jan

Last week, while expressing the importance of monitoring, monitoring, monitoring your Facebook page, I mentioned the option of using a free monitoring tool called HyperAlerts. Since then, I’ve had many of you come back and ask me about this free monitoring tool, so I thought it would be a good one to review this month. [...]

Social Media Monitoring: Don’t Get Caught With Your Pants Down Like “Just Jeans”!

09 Jan

Let me ask you a question: How often do you monitor your Facebook Fan page? If someone started writing comments to your fans from your fan page, pretending to be you and causing havoc, how long would it take you to notice? I ask because this exact situation recently happened to the brand “Just Jeans”, [...]

Detecting A Social Media Crisis vs. A Social Media Issue

26 Sep

In yesterday’s post I identified the difference between a social media crisis and a social media issue, and as Jeff Haws, of Grizzard Communications Group, Inc., tweeted: “Spoiler: You’d prefer an issue.” Jeff is definitely right. But how can your social media monitors easily detect when an irritating and overwhelming social media attack is either a [...]

Social Media Monitoring and Restrictions: A Former Student-Athlete’s Perspective

27 Aug

Editor’s Note: The following is a guest post by former student-athlete, Karen Freberg, who shares her experience with Universities’ social media monitoring, policies and restrictions. Athletic departments have taken an active role in not only engaging in social media promotional activities to increase their brand presence among their fans, but also to use it to [...]