10 SOCIAL MEDIA CRISES …and what to do to ensure you don’t make the naughty list next year Heather Healy @heatherhealy @stickyeyes
10 SOCIAL MEDIA CRISES …and what to do to ensure you don’t make the naughty list next year
Aug 20, 2015
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10 SOCIAL MEDIA CRISES
…and what to do to ensure you don’t make the naughty list next year
Heather Healy@heatherhealy@stickyeyes
PREVENTION
PREPARATION
RESPONSE
RECOVERY
BRANDS THAT
OWNED IT
1. BODYFORM
2. RUFFLES
2. RUFFLES
2. RUFFLES
5.7ft
4.1ft
2. RUFFLES
Source: SapientNitro
3. RED CROSS
3. RED CROSS
3. RED CROSS
3. RED CROSS
3. RED CROSS
"We are an organization that deals with life-changing disasters
and this wasn't one of them”
BRANDS THAT GAVE IT A GOOD GO
4. ASDA
4. ASDA
"Dear @asda, did you take 1 second to consider how it would affect the 1 in 4 people who experience mental health
problems in any given year?”
Katie Dalton
4. ASDA
4. ASDA
4. ASDA
5. DKNY
Source: Humans of New York
5. DKNY
Source: Humans of New York
5. DKNY“I don’t want any money. But please SHARE
this post if you think that DKNY should donate $100,000 on my behalf to the YMCA
in Bedford-Stuyvesant Brooklyn. This donation would sure help a lot of deserving kids go to
summer camp”
5. DKNY
5. DKNY
6. O2
6. O2
1 EVERY 6 SECONDS
6. O2
6. O2
6. O2
6. O2
BRANDS THAT WENT HOME
CRYING
7. HMV
7. HMV
7. HMV
8. APPLEBEES
8. APPLEBEES
8. APPLEBEES“We wish this situation hadn’t
happened. Our Guests’ personal information – including their
meal check is private, and neither Applebee’s nor its franchisees
have a right to share this information publically…”
8. APPLEBEES
8. APPLEBEES
8. APPLEBEES
“I understand why you’re upset, Manuel, I’m upset over the
situation too”
8. APPLEBEES
“No posts have been deleted”
8. APPLEBEES
“Applebees, just shut up”
9. EPICURIOUS
Source: epicurious.com
9. EPICURIOUS
9. EPICURIOUS
9. EPICURIOUS
9. EPICURIOUS
AND THE WORST OF THE BUNCH
10. AMY’S BAKERY COMPANY
Source: Huffington Post
10. AMY’S BAKERY COMPANY
10. AMY’S BAKERY COMPANY
10. AMY’S BAKERY COMPANY
THERE’S NO SUCH THING AS BAD
PUBLICITY
10. AMY’S BAKERY COMPANY
Source: Huffington Post
10. AMY’S BAKERY COMPANY
“Obviously our Facebook, YELP, Twitter and Website have been hacked. We are
working with the local authorities as well as the FBI computer crimes unit to ensure this
does not happen again. We did not post those horrible things. Thank You Amy
&Samy’.
THE BEST BRANDSAre human. They’re open about their flaws, recognise them and
embrace them.
The best crisis management isn’t a robotic press release, it’s
human.
PREVENTION
PREPARATION
RESPONSE
RECOVERY
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