Comments on: Revenge and Crisis via YouTube http://thelostjacket.com/public-relations/revengeandcrisis Community, Creativity and Marketing Tue, 10 Aug 2010 21:06:46 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: Carla Blumenthal http://thelostjacket.com/public-relations/revengeandcrisis/comment-page-1#comment-3603 Carla Blumenthal Thu, 09 Jul 2009 23:20:17 +0000 http://thelostjacket.com/?p=2751#comment-3603 Jeff- you're right, different audiences affected need to be tended to. A detailed crisis communication plan and monitoring should be in place to deal with these types of issues. <br><br>Also, just checked- views are up to 500,000. Let's see where else this gets picked up. Jeff- you're right, different audiences affected need to be tended to. A detailed crisis communication plan and monitoring should be in place to deal with these types of issues.

Also, just checked- views are up to 500,000. Let's see where else this gets picked up.

]]> By: Carla Blumenthal http://thelostjacket.com/public-relations/revengeandcrisis/comment-page-1#comment-3601 Carla Blumenthal Thu, 09 Jul 2009 23:15:56 +0000 http://thelostjacket.com/?p=2751#comment-3601 Me too. Shows the "groundswell" in action! Me too. Shows the “groundswell” in action!

]]> By: Jeff Stolarcyk http://thelostjacket.com/public-relations/revengeandcrisis/comment-page-1#comment-3602 Jeff Stolarcyk Thu, 09 Jul 2009 22:49:10 +0000 http://thelostjacket.com/?p=2751#comment-3602 I think the best thing to do when something like this blows up is to fix it quickly.* That shouldn't be in question. First with the customer, then with the community and then, if it's gained significant traction to warrant it, with the MSM. <br><br>Sadly, this isn't done as often as it should be (though United has done what it should - contracted their disgruntled customer and pledged a resolution within 24 of the story hitting). Probably for two reasons. 1. A lack of sufficient monitoring, and 2. An unwillingness to let the squeaky wheel get more than its share of grease. <br><br>*if it's a legit complaint, even if it's legit only in spirit and not letter. I think the best thing to do when something like this blows up is to fix it quickly.* That shouldn't be in question. First with the customer, then with the community and then, if it's gained significant traction to warrant it, with the MSM.

Sadly, this isn't done as often as it should be (though United has done what it should – contracted their disgruntled customer and pledged a resolution within 24 of the story hitting). Probably for two reasons. 1. A lack of sufficient monitoring, and 2. An unwillingness to let the squeaky wheel get more than its share of grease.

*if it's a legit complaint, even if it's legit only in spirit and not letter.

]]> By: Tyler Hayes http://thelostjacket.com/public-relations/revengeandcrisis/comment-page-1#comment-3600 Tyler Hayes Thu, 09 Jul 2009 22:40:50 +0000 http://thelostjacket.com/?p=2751#comment-3600 Situations like these are easily my favorite part of social media. Situations like these are easily my favorite part of social media.

]]> By: Carla Blumenthal http://thelostjacket.com/public-relations/revengeandcrisis/comment-page-1#comment-2941 Carla Blumenthal Thu, 09 Jul 2009 20:20:17 +0000 http://thelostjacket.com/?p=2751#comment-2941 Jeff- you're right, different audiences affected need to be tended to. A detailed crisis communication plan and monitoring should be in place to deal with these types of issues. <br><br>Also, just checked- views are up to 500,000. Let's see where else this gets picked up. Jeff- you're right, different audiences affected need to be tended to. A detailed crisis communication plan and monitoring should be in place to deal with these types of issues.

Also, just checked- views are up to 500,000. Let's see where else this gets picked up.

]]> By: Carla Blumenthal http://thelostjacket.com/public-relations/revengeandcrisis/comment-page-1#comment-2939 Carla Blumenthal Thu, 09 Jul 2009 20:15:56 +0000 http://thelostjacket.com/?p=2751#comment-2939 Me too. Shows the "groundswell" in action! Me too. Shows the “groundswell” in action!

]]> By: Jeff Stolarcyk http://thelostjacket.com/public-relations/revengeandcrisis/comment-page-1#comment-2940 Jeff Stolarcyk Thu, 09 Jul 2009 19:49:10 +0000 http://thelostjacket.com/?p=2751#comment-2940 I think the best thing to do when something like this blows up is to fix it quickly.* That shouldn't be in question. First with the customer, then with the community and then, if it's gained significant traction to warrant it, with the MSM. <br><br>Sadly, this isn't done as often as it should be (though United has done what it should - contracted their disgruntled customer and pledged a resolution within 24 of the story hitting). Probably for two reasons. 1. A lack of sufficient monitoring, and 2. An unwillingness to let the squeaky wheel get more than its share of grease. <br><br>*if it's a legit complaint, even if it's legit only in spirit and not letter. I think the best thing to do when something like this blows up is to fix it quickly.* That shouldn't be in question. First with the customer, then with the community and then, if it's gained significant traction to warrant it, with the MSM.

Sadly, this isn't done as often as it should be (though United has done what it should – contracted their disgruntled customer and pledged a resolution within 24 of the story hitting). Probably for two reasons. 1. A lack of sufficient monitoring, and 2. An unwillingness to let the squeaky wheel get more than its share of grease.

*if it's a legit complaint, even if it's legit only in spirit and not letter.

]]> By: Tyler Hayes http://thelostjacket.com/public-relations/revengeandcrisis/comment-page-1#comment-2938 Tyler Hayes Thu, 09 Jul 2009 19:40:50 +0000 http://thelostjacket.com/?p=2751#comment-2938 Situations like these are easily my favorite part of social media. Situations like these are easily my favorite part of social media.

]]> By: Carla Blumenthal http://thelostjacket.com/public-relations/revengeandcrisis/comment-page-1#comment-2482 Carla Blumenthal Thu, 09 Jul 2009 19:20:17 +0000 http://thelostjacket.com/?p=2751#comment-2482 Jeff- you're right, different audiences affected need to be tended to. A detailed crisis communication plan and monitoring should be in place to deal with these types of issues. <br><br>Also, just checked- views are up to 500,000. Let's see where else this gets picked up. Jeff- you're right, different audiences affected need to be tended to. A detailed crisis communication plan and monitoring should be in place to deal with these types of issues.

Also, just checked- views are up to 500,000. Let's see where else this gets picked up.

]]> By: Carla Blumenthal http://thelostjacket.com/public-relations/revengeandcrisis/comment-page-1#comment-2480 Carla Blumenthal Thu, 09 Jul 2009 19:15:56 +0000 http://thelostjacket.com/?p=2751#comment-2480 Me too. Shows the "groundswell" in action! Me too. Shows the “groundswell” in action!

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