The short vs long term effects of a social media crisis

United breaks guitars. Disgusting Domino’s. The exploding Galaxy Note 7. Starbucks’s race row. #DeleteUber. Gillette’s misplaced belief on the best a man can be. These are just a handful of examples of branding crises playing out on social media. It usually starts with a localised problem, or even with good intentions that backfire. At some … Continue reading The short vs long term effects of a social media crisis

Handling social media crises

When problems happen and customers take to social media to vent their frustration, it may lead to a social media crisis like the one faced by United or Comcast. So, it is important to detect problems quickly, and act effectively. I recently published a paper, co-authored with Finola Kerrigan, Dirk vom Lehn, Cagri Yalkin, Marc Braun … Continue reading Handling social media crises