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
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
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”
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…”
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.