10 social media crises: the good, the bad and the ugly
TRANSCRIPT
Heather Healy @heatherhealy Stickyeyes @stickyeyes
10 SOCIAL
MEDIA CRISES
The Good, The Bad
and The Ugly
PREVENTION
PREPARATION
RESPONSE
RECOVERY
BRANDS
THAT
OWNED IT
1. BODYFORM
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
Source: Humans of New York
5. DKNY
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
