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10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
10 Social Media Crises: The good, the bad and the ugly
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10 Social Media Crises: The good, the bad and the ugly

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Heather Healy presents ten examples of brands that succeeded, and brands that failed, at managing a social media crisis. As presented at Jump London 2013

Heather Healy presents ten examples of brands that succeeded, and brands that failed, at managing a social media crisis. As presented at Jump London 2013

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  • 1. Heather Healy @heatherhealy Stickyeyes @stickyeyes 10 SOCIAL MEDIA CRISES The Good, The Bad and The Ugly
  • 2. PREVENTION PREPARATION RESPONSE RECOVERY
  • 3. BRANDS THAT OWNED IT
  • 4. 1. BODYFORM
  • 5. 1. BODYFORM
  • 6. 2. RUFFLES
  • 7. 2. RUFFLES
  • 8. 2. RUFFLES 5.7ft 4.1ft
  • 9. 2. RUFFLES Source: SapientNitro
  • 10. 3. RED CROSS
  • 11. 3. RED CROSS
  • 12. 3. RED CROSS
  • 13. 3. RED CROSS
  • 14. 3. RED CROSS "We are an organization that deals with life-changing disasters and this wasn't one of them”
  • 15. BRANDS THAT GAVE IT A GOOD GO
  • 16. 4. ASDA
  • 17. 4. ASDA "Dear @asda, did you take 1 second to consider how it would affect the 1 in 4 people who experience mental health problems in any given year?” Katie Dalton
  • 18. 4. ASDA
  • 19. 4. ASDA
  • 20. 4. ASDA
  • 21. 5. DKNY Source: Humans of New York
  • 22. Source: Humans of New York 5. DKNY
  • 23. 5. DKNY “I don’t want any money. But please SHARE this post if you think that DKNY should donate $100,000 on my behalf to the YMCA in Bedford-Stuyvesant Brooklyn. This donation would sure help a lot of deserving kids go to summer camp”
  • 24. 5. DKNY
  • 25. 5. DKNY
  • 26. 6. O2
  • 27. 6. O2 1 EVERY 6 SECONDS
  • 28. 6. O2
  • 29. 6. O2
  • 30. 6. O2
  • 31. 6. O2
  • 32. BRANDS THAT WENT HOME CRYING
  • 33. 7. HMV
  • 34. 7. HMV
  • 35. 7. HMV
  • 36. 8. APPLEBEES
  • 37. 8. APPLEBEES
  • 38. 8. APPLEBEES “We wish this situation hadn’t happened. Our Guests’ personal information – including their meal check is private, and neither Applebee’s nor its franchisees have a right to share this information publically…”
  • 39. 8. APPLEBEES
  • 40. 8. APPLEBEES
  • 41. 8. APPLEBEES “I understand why you’re upset, Manuel, I’m upset over the situation too”
  • 42. 8. APPLEBEES “No posts have been deleted”
  • 43. 8. APPLEBEES “Applebees, just shut up”
  • 44. 9. EPICURIOUS Source: epicurious.com
  • 45. 9. EPICURIOUS
  • 46. 9. EPICURIOUS
  • 47. 9. EPICURIOUS
  • 48. 9. EPICURIOUS
  • 49. AND THE WORST OF THE BUNCH
  • 50. 10. AMY’S BAKERY COMPANY Source: Huffington Pos
  • 51. 10. AMY’S BAKERY COMPANY
  • 52. 10. AMY’S BAKERY COMPANY
  • 53. 10. AMY’S BAKERY COMPANY
  • 54. THERE’S NO SUCH THING AS BAD PUBLICITY
  • 55. 10. AMY’S BAKERY COMPANY Source: Huffington Post
  • 56. 10. AMY’S BAKERY COMPANY “Obviously our Facebook, YELP, Twitter and Website have been hacked. We are working with the local authorities as well as the FBI computer crimes unit to ensure this does not happen again. We did not post those horrible things. Thank You Amy &Samy’.
  • 57. THE BEST BRANDS Are human. They’re open about their flaws, recognise them and embrace them. The best crisis management isn’t a robotic press release, it’s human.
  • 58. PREVENTION PREPARATION RESPONSE RECOVERY
  • 59. THANK YOU! Heather Healy @heatherhealy @stickyeyes www.stickyeyes.com

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