Social Media Crisis Communications: Preparing for, Preventing, and Surviving a Public Relations #Fail

4. Organizations Doing It Right

I’ll be honest. It is very easy to find social media train wrecks. They happen weekly, it seems, pointing out how most companies don’t understand social media. As easy as it is to find bad examples, it is equally difficult to find positive examples of handling social media crises effectively.

It is just as important to learn from positive outcomes as it is from the negative. If you dwell on only the negative, then you miss out on important learning experiences. In this chapter, we talk about professionals who had foresight, a plan, and were able to execute with a positive outcome. We talk about diverse social media crises here: a damning viral YouTube video, a photo hoax spread via Twitter, a #hashtag hijack, “oops” ...