Media Insights and Crisis Expertise » digital http://blogs.hillandknowlton.com/mediaandcrisis Your destination for best practice issues and crisis management, current issues, media training, presentation skills, consumer advocacy and strategic issues management Wed, 26 Oct 2011 16:40:31 +0000 http://wordpress.org/?v=2.9.2 en hourly 1 Escalating a crisis, 140 characters at a time http://blogs.hillandknowlton.com/mediaandcrisis/2009/11/02/escalating-a-crisis-140-characters-at-a-time/ http://blogs.hillandknowlton.com/mediaandcrisis/2009/11/02/escalating-a-crisis-140-characters-at-a-time/#comments Mon, 02 Nov 2009 17:04:34 +0000 Grant Smith (Former Member) http://blogs.hillandknowlton.com/mediaandcrisis/?p=44 In an article last month published in Communicate, Hill & Knowlton’s own Peter Roberts made the following point:

…social media does two things incredibly well: “The first is creating an environment where people can communicate one-to-many, instantly. The second is the observer’s view of a conversation. Thanks to social media, we can now watch a conversation unfold.”

In his Telegraph.co.uk blog today, Head of Technology (Editorial) for Telegraph Media Group, Shane Richmond, highlights some of the issues that this phenomenon represents – particularly when you or your organisation become the subject of the conversation in the context of Twitter.

This raises an interesting question for communicators, and particularly with respect to crisis management. Do these increasingly transparent (if not voyeuristic) forms of communication mean we’re facing a different type of crisis? Our Canadian colleague, Brendan Hodgson, shares his views. Ultimately, the principles of crisis management should remain the same, but the emphasis on speedy and transparent response is more pronounced than ever.

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Ugly rumours – online reputation management http://blogs.hillandknowlton.com/mediaandcrisis/2009/10/28/ugly-rumours-online-reputation-management/ http://blogs.hillandknowlton.com/mediaandcrisis/2009/10/28/ugly-rumours-online-reputation-management/#comments Wed, 28 Oct 2009 12:32:48 +0000 Grant Smith (Former Member) http://blogs.hillandknowlton.com/mediaandcrisis/?p=7 Online rumour mongering threatens brands every day. This piece in a recent issue of Communicate Magazine provides some insights into managing the threat, including a great response model used by the US Air Force, and commentary by Hill & Knowlton’s own Peter Roberts.

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