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

5. How Not to Handle a Social Media Crisis

It seems as though every week an organization has troubles on social media. Many people and organizations are what I call “social media challenged.” While the mindset is shifting from broadcasting to conversations, organizations are still quite far from truly being social on social media.

With the positive examples I shared in Chapter 4, I interviewed the professionals in the hot seat from McDonalds and FedEx and I was privy to a bit of behind-the-scenes information. In this chapter I share some examples of what can go wrong on social media and how not to handle those situations. I haven’t interviewed the folks involved in these crises, and I don’t have any behind-the-scenes info here. But as you read ...