Gini Dietrich

Home Depot Crisis: Social Media Requires Being Human

By: Gini Dietrich | November 12, 2013 | 
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By Gini Dietrich Last Thursday, Home Depot did some clean-up after an offensive tweet went out from their account. Sponsors of College GameDay on ESPN, the tweet was meant to drive some engagement and have some fun. Instead, it was racist and insulting. The corporation’s main account tweeted, “Which drummer is not like the other?” and accompanied a photo of two African-American men flanking a man [&hellip... Read More
Jason Dykstra

Crisis Management: Plan for the Worst

By: Jason Dykstra | November 11, 2013 | 
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By Jason Dykstra Crisis management is important – especially when dealing with children. Heart pounding, I took off after him – dragging the dog on the leash with one hand and trying not to spill my travel mug of freshly brewed coffee all over myself – towards the busy intersection. Seconds before he went barreling across the car-infested road, I stuck my foot out and brought [&hellip... Read More
Yvette Pistorio

Social Media Crisis Management: Lessons Learned from British Airways

By: Yvette Pistorio | September 25, 2013 | 
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By Yvette Pistorio As a community manager, we’re used to disgruntled customers taking to Twitter to vent their grievances about, well, pretty much anything. But this is new! A consumer turned one of these grievances into an ad! If you haven’t heard of it, I’ll recap it for you quickly: Hasan Syed’s parents flew British Airways from Chicago to Paris, and realized one of their bags [&hellip... Read More
Gini Dietrich

Issues Management: Get to it Before a Crisis Erupts

By: Gini Dietrich | August 5, 2013 | 
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By Gini Dietrich When things go wrong, it’s typically framed as a public relations problem. Jerry Sandusky abuses boys? It’s a PR problem. Tiger Woods in a car accident? It’s a PR problem. Executives at the Susan G. Komen Foundation defund Planned Parenthood? It’s a PR problem. Paula Deen says the “n” word? It’s a PR problem. It’s become the default mode for any organization’s crisis…”Penn [&hellip... Read More
Gini Dietrich

Paula Deen: A Lesson in Crisis Communications

By: Gini Dietrich | July 8, 2013 | 
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By Gini Dietrich A couple of weeks ago, I hadn’t heard anything about the Paula Deen crisis yet, but was watching The Today Show when they announced she had canceled the morning’s appearance, citing exhaustion and the inability to physically move. Al Roker said, “I hope she reconsiders. We’re friends of hers.” And I jumped to the web to figure out what was going on. Well, reconsider [&hellip... Read More
Gini Dietrich

Ten Steps for Managing an Online Crisis

By: Gini Dietrich | April 30, 2013 | 
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In 2006, Wal-Mart was caught redhanded cheating its way through the Internet to receive attention. Their PR firm hired actors to pretend they were traveling the country in an RV, visiting Wal-Mart locations as they drove, and blogging about their experience. This was before anyone really realized how the social web works and many organizations were taking some risk to figure it out. But in 2013? [&hellip... Read More
Lindsay Bell

LIVESTRONG Lessons: Recovering from a Crisis

By: Lindsay Bell | March 18, 2013 | 
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Today’s guest post is by Lindsay Bell. Unless you’ve been living under a rock these last few months, you’re well aware (and probably sick to death of) the whole Lance Armstrong debacle and resulting LIVESTRONG PR crisis. Personally, I’ve never liked the man (ducks as Gini throws a heavy shoe at me). He just always rubbed me the wrong way. There’s something…unctuous about him. Something a [&hellip... Read More
Gini Dietrich

Six Tips for Managing an Out-of-Control Social Media Crisis

By: Gini Dietrich | February 4, 2013 | 
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One would think, in 2013, anyone who does social media professionally has this whole social web figured out. Particularly when one works for a big brand that has hundreds of thousands of customers who know how to use Facebook and Twitter. But I guess we know what happens when one assumes. To prove the “assume” point, let’s take Applebee’s as case in point. The Mercury News [&hellip... Read More
Guest

Don’t Make a Crisis Out of Opportunity

By: Guest | November 13, 2012 | 
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Today’s guest post is by Sean Fleming. Every single interaction with the public is an opportunity for you to espouse your brand’s voice and values. If social media has done anything it has been to break down the barriers between customers and the businesses from which they buy. Oh, and it’s also made it easy for bored married people to pretend to be young, single, and [&hellip... Read More
Gini Dietrich

The Lance Armstong PR Crisis

By: Gini Dietrich | October 25, 2012 | 
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At the end of August, the New York Times broke the story that Lance Armstrong dropped his fight against doping charges and my Facebook and Twitter streams, inbox, and text messages were busy with, “What do you think?” and links to various articles. I read, and responded, to them all. And I defended the cyclist and creator of Livestrong. My stance was, as a business owner, there [&hellip... Read More