Without question, my favorite part about Twitter is crowdsourcing. I can’t count the number of times I’ve had a passionate POV or a question I couldn’t answer, shared it on Twitter, and been amazed at others’ perspectives and how much I learned from my industry peers.
A couple of weeks ago one of these situations came to life. In the past year, I have seen more and more agencies and companies advocating for a social media crisis plan. And to be completely honest, I don’t get it. Social media is a channel. A crisis often affects your brand far beyond Facebook, Twitter or the blogosphere. In the end, your reputation lies in the hands of your customers and influencers. And those people don’t just live in a social media bubble.
Sure, a brand can employ social media to communicate in near real-time when a crisis strikes. And for most, that tactic will make sense. But isn’t it just one or a few pieces of the overall crisis plan puzzle? If you ask me, our PR peers too often sell social media crisis planning as a scare tactic because they know the social response is the part brands worry they can’t control. But on the other hand, social media does play a significant role in crisis communications these days, so maybe it’s just semantics and I’m getting all worked up over nothing? Continue reading