Comments on: Eurostar was not a social media crisis http://blogs.hillandknowlton.com/mediaandcrisis/2010/01/23/eurostar-was-not-a-social-media-crisis/ Your destination for best practice issues and crisis management, current issues, media training, presentation skills, consumer advocacy and strategic issues management Mon, 18 Oct 2010 00:18:27 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: H&K London's Blog » Blog Archive » Web Curios http://blogs.hillandknowlton.com/mediaandcrisis/2010/01/23/eurostar-was-not-a-social-media-crisis/comment-page-1/#comment-279 H&K London's Blog » Blog Archive » Web Curios Fri, 15 Oct 2010 12:08:48 +0000 http://blogs.hillandknowlton.com/mediaandcrisis/?p=168#comment-279 [...] else? Oh, there was another ’social media crisis’, which is funny as THERE IS NO SUCH THING AS A SOCIAL MEDIA CRISIS. I went to Bahrain, which is a very weird place – not least this very swanky Japanese [...] [...] else? Oh, there was another ’social media crisis’, which is funny as THERE IS NO SUCH THING AS A SOCIAL MEDIA CRISIS. I went to Bahrain, which is a very weird place – not least this very swanky Japanese [...]

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By: Collective Conversation » Media Insights and Crisis Expertise » Blog Archive » Eurostar’s snow crisis report released http://blogs.hillandknowlton.com/mediaandcrisis/2010/01/23/eurostar-was-not-a-social-media-crisis/comment-page-1/#comment-100 Collective Conversation » Media Insights and Crisis Expertise » Blog Archive » Eurostar’s snow crisis report released Fri, 12 Feb 2010 15:47:13 +0000 http://blogs.hillandknowlton.com/mediaandcrisis/?p=168#comment-100 [...] to our previous post on Eurostar’s pre-Christmas snow crisis, today has seen the release of an independent report into the crisis, commissioned by the [...] [...] to our previous post on Eurostar’s pre-Christmas snow crisis, today has seen the release of an independent report into the crisis, commissioned by the [...]

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By: shipping http://blogs.hillandknowlton.com/mediaandcrisis/2010/01/23/eurostar-was-not-a-social-media-crisis/comment-page-1/#comment-81 shipping Thu, 04 Feb 2010 12:51:55 +0000 http://blogs.hillandknowlton.com/mediaandcrisis/?p=168#comment-81 Hello! Your post (Collective Conversation » Media Insights and Crisis Expertise » Blog Archive » Eurostar was not a social media crisis) does so well that I would like to translate it into French, publish on my french blog and link to you. You have something against it? Regards Hello! Your post (Collective Conversation » Media Insights and Crisis Expertise » Blog Archive » Eurostar was not a social media crisis) does so well that I would like to translate it into French, publish on my french blog and link to you. You have something against it? Regards

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By: Grant Smith http://blogs.hillandknowlton.com/mediaandcrisis/2010/01/23/eurostar-was-not-a-social-media-crisis/comment-page-1/#comment-72 Grant Smith Wed, 27 Jan 2010 12:57:58 +0000 http://blogs.hillandknowlton.com/mediaandcrisis/?p=168#comment-72 Barney, thanks for your comments – although to your first point I think it’s fair to say I addressed your conclusion in the headline. And I’m pretty sure that further down I also made your point about the relative value of digital communication when your audience is inside a dead zone. Point taken on the length though; I guess that’s the problem with blogging on a weekend. Also, regarding the cause of the issue in the first place, I’ve corrected the original copy to reflect your more accurate description of the weather conditions. That said, considering the AFP story I've also linked to in the update above that states: “the company blamed the ‘wrong kind of snow’ for causing problems with its trains’ electrics”, I think it was a fair error to make. However with reference to your last point; that’s <em>your</em> error. I’d be happy to put you in touch with someone who can give you the facts. Barney, thanks for your comments – although to your first point I think it’s fair to say I addressed your conclusion in the headline. And I’m pretty sure that further down I also made your point about the relative value of digital communication when your audience is inside a dead zone. Point taken on the length though; I guess that’s the problem with blogging on a weekend.

Also, regarding the cause of the issue in the first place, I’ve corrected the original copy to reflect your more accurate description of the weather conditions. That said, considering the AFP story I’ve also linked to in the update above that states: “the company blamed the ‘wrong kind of snow’ for causing problems with its trains’ electrics”, I think it was a fair error to make.

However with reference to your last point; that’s your error. I’d be happy to put you in touch with someone who can give you the facts.

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By: Barney Suutherland http://blogs.hillandknowlton.com/mediaandcrisis/2010/01/23/eurostar-was-not-a-social-media-crisis/comment-page-1/#comment-71 Barney Suutherland Tue, 26 Jan 2010 12:43:22 +0000 http://blogs.hillandknowlton.com/mediaandcrisis/?p=168#comment-71 How can you write 1,165 words on something so trivial? The people in the tunnel had no access to twitter or anything else and the rest of the world could look up everything on the web or watch it on TV. So social media in this context was irrelevant. End of debate - and potentially your verbose post. Also - you are wrong; it was not "caused by snow". It was caused by condensation shorting out electrical systems as the trains moved from extremely cold conditions outside the tunnel to warmer temperatures inside. Your post is exactly the kind of nonsense that dumb PR agencies are confusing clients with. H&K should get back to what it does best and start inventing stories about babies being turfed out of incubators.... How can you write 1,165 words on something so trivial? The people in the tunnel had no access to twitter or anything else and the rest of the world could look up everything on the web or watch it on TV. So social media in this context was irrelevant. End of debate – and potentially your verbose post.

Also – you are wrong; it was not “caused by snow”. It was caused by condensation shorting out electrical systems as the trains moved from extremely cold conditions outside the tunnel to warmer temperatures inside.

Your post is exactly the kind of nonsense that dumb PR agencies are confusing clients with. H&K should get back to what it does best and start inventing stories about babies being turfed out of incubators….

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By: Grant Smith http://blogs.hillandknowlton.com/mediaandcrisis/2010/01/23/eurostar-was-not-a-social-media-crisis/comment-page-1/#comment-69 Grant Smith Sun, 24 Jan 2010 16:46:51 +0000 http://blogs.hillandknowlton.com/mediaandcrisis/?p=168#comment-69 Thanks for your comments Aalia - and of course we'd welcome more of the same from our other readers as well. To be honest, we've had some pretty colourful debates internally here as well on the "to tweet, or not to tweet" question. I'm still wearing the bruises from the last one! Thanks for your comments Aalia – and of course we’d welcome more of the same from our other readers as well. To be honest, we’ve had some pretty colourful debates internally here as well on the “to tweet, or not to tweet” question. I’m still wearing the bruises from the last one!

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By: Aalia http://blogs.hillandknowlton.com/mediaandcrisis/2010/01/23/eurostar-was-not-a-social-media-crisis/comment-page-1/#comment-68 Aalia Sat, 23 Jan 2010 13:36:00 +0000 http://blogs.hillandknowlton.com/mediaandcrisis/?p=168#comment-68 Thanks for your post it's great to hear different views on this issue. In my eyes this was an operational crisis but also very much a communication crisis. I agree that there should have been more on-board communication. But I do believe that it was right to use Twitter to update customers. Social media is a two way stream and passengers wanted information. On the point of updating customers, if you are literally left in the dark on a train for 15 hours then finding some online information on what is going on, has got to be welcomed in my view. Thanks for your post it’s great to hear different views on this issue.
In my eyes this was an operational crisis but also very much a communication crisis. I agree that there should have been more on-board communication. But I do believe that it was right to use Twitter to update customers. Social media is a two way stream and passengers wanted information.
On the point of updating customers, if you are literally left in the dark on a train for 15 hours then finding some online information on what is going on, has got to be welcomed in my view.

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