The document discusses how public relations crises have changed in the digital age. It analyzes how expectations of brand interaction have risen with social media but the reality of crises is more complex. Several case studies are presented that illustrate the challenges of strategic crisis response, maintaining control of messaging, and avoiding creating your own crises through insensitive or exploitative communications. Lessons are highlighted around using conversation and community engagement to build brand reputation rather than undermine it during times of controversy.

1. CRISES BEYOND BRANDS
Hayley Fuller
image by Pink Sherbert Photos

2. WHAT IS IMC?
image by WeTransfer

3. PUBLIC
RELATIONS
CRISES
image by Ben Heine

4. CRISIS BASICS
image by life begins with 4t

5. WEB 2.0
CHANGES TO
P.R.
image by beyondramen

6. EXPECTATIONS OF
INTERACTION
image by ReRe

7. REALITY OF CRISES TODAY
image by (jennie)

8. STRATEGIC REACTIONS
image by MrLomo

9. ACCEPTANCE RESPONSE
image by Mike D Merril

10. SOCIAL SPIN CONTROL?
image by pagarneau

11. TROUBLESOME
ENGAGEMENT image by Tracey Weston Photography

12. CASE STUDY: ABANDONED
CHANNELS
Ryerson University

13. CASE STUDY:
LOSING
CONTROL
Nestle’s Palm Oil

14. CASE STUDY: MISMANAGED
DEFENSE

15. CASE STUDY:
CREATING
YOUR OWN
CRISIS
Kenneth Cole and Cairo

16. POLITICALLY
EXPLOITIVE
CRISES
image by Gomargot

17. EGYPT AS A
BRAND
image by deep idea

18. BRAND LESSONS LEARNED
image by August Miller

19. CONVERSATION AS CAPITAL
image by Rich Byham

20. CREDITS/SOURCES*
• All images are licensed under the Creative Commons Non-
Commercial Share-Alike 3.0 agreement, and sourced from flickr.
• Crisis Management: Trend-spotting Insights. http://slidesha.re/G4tdd
• Social Media and Crisis Communications (Revisited). http://
slidesha.re/hCc7cs
• Twitter Spreads Scoops - and Falsehoods. http://nyti.ms/f4n6sY
• Amazon’s Fail: Not Using Social Media to React to #AmazonFail
Meme. http://to.pbs.org/geN4Iz
• How Amazonfail was Born. http://bbc.in/eiAm21
• Nestle’s Palm Oil PR Crisis Pervades Facebook. http://aol.it/dIBXbq
• What Egypt’s Uprising Can Teach Us About Social Media Strategy.
http://bit.ly/gqPKNh
• Kenneth Cole Steps In It, Big Time. http://bit.ly/eoSGGY
*selected sources image by ~ by Jessica