Handling Crisis Communication On Social Media - What We Can Learn From The Germanwings Case

How to handle crisis communication on social media? See what we can learn from the Germanwings case and how to effectively use social media for crisis communication. 

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Online Crisis Management – The Volkswagen Case

Although social media provide an excellent platform for crisis communications, most of the companies – like Volkswagen – fail to utilize it. SM offers a great opportunity to engage in conversations with the frustrated clients and to provide them with emotional support in during the time of crisis. Therefore, it is crucial to integrate social media crisis management into the corporate crisis communication strategy.

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Why Efficient Crisis Management in the Social Media Marketing Age is Crucial

With more than a billion users worldwide social platforms such as Twitter and Facebook attract all kinds of businesses who want a slice of the action. By setting up fan pages they hope to turn online customer engagement into future profits (Piskorski, 2011). One could even get the impression that although some companies do not seem to be genuinely interested in social media marketing, they are doing it nevertheless. Why?

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How Brands Should Deal with a Social Media Crisis. United Airlines case

With the huge rise of Social Media over the last decade, a new era has begun in the web environment. The presence of social media such as Youtube, Facebook, Twitter etc have utterly changed the online scene for brand managers and marketers (Fournier & Avery, 2011). Billions of people were now connected and were able to express their thoughts, write articles, share images and videos.

Social media brought the world closer by providing a platform where everyone and from everywhere could join. Just to take a picture and understand the massive size of social media; Facebook statistics in 2014, showed that their monthly active users are 1.39 billion people, while Youtube users account for more than 1 billion as well (Facebook, 2015; Youtube, 2015).

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