Crisis Management: What to Do When Your Business Makes a Public Mistake

Is your business ready for a social media crisis?

Are you wondering what you should do if you or a colleague makes an embarrassing public mistake?

To learn how to handle a social media crisis, I interview Gini Dietrich for this episode of the Social Media Marketing podcast.

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Social Media Marketing Podcast w/ Michael Stelzner

The Social Media Marketing podcast is a show from Social Media Examiner.

It’s designed to help busy marketers and business owners discover what works with social media marketing.

The show format is on-demand talk radio (also known as podcasting).

In this episode, I interview Gini Dietrich, author of the brand-new book, Spin Sucks: Communication and Reputation Management in the Digital Age, and founder of the blog Spin Sucks. She runs Arment Dietrich, a PR agency.

Gini shares common mistakes businesses make when facing a crisis, and the best ways to deal with these situations when they happen.

You’ll discover the first steps you need to take, how to handle the situation throughout and when to seek legal advice.

Share your feedback, read the show notes and get the links mentioned in this episode below!

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3 Tips to Manage Your Social Media Reputation

social media how toAre you managing your online reputation?

Reputation can affect purchase decisions and influence the growth or decline of a business.

Many businesses are using social media to develop online reputations, manage and respond during a crisis and monitor the conversation to prevent future crises.

Try searching your company and product names to make an assessment of your online reputation. What do you see in the top 10 search results?

What follows are three tips to help you manage your reputation with social media.

#1: Establish Your Online Reputation

When someone Googles your brand name, your business should be sitting right there on the first page waiting for the user. And yourbrandname.com shouldn’t be the only branded search result.

Twitter, Facebook, LinkedIn and other social brand pages should assist in owning the first search engine results page. Especially if you have a common name, owning your brand name search queries is important for users to find the right information.

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How Twitter Helps Network Solutions Manage Its Reputation

social media expert interviewIn this video I interview Shashi Bellamkonda, social media swami at Network Solutions.

Shashi shares how Twitter became a core component of Network Solutions’ social media strategy.

You’ll learn how Network Solutions uses Twitter to monitor and improve their reputation. And Shashi also shares some valuable tips for you to monitor your brand’s reputation online.

Be sure to check out the takeaways below after you watch the video.

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Are You Ready for a Real-Time Marketing and PR Crisis?

social media book reviews“Marketers no longer have control.” Have you heard this before? Maybe you’ve lived it firsthand?

Social media has enabled people to rapidly swarm—creating monsoons that can cause serious damage to your business OR create serious opportunities if you’re ready.

The upside to real time goes way beyond crisis management. Real-time firestorms can create once-in-a-lifetime opportunities for businesses that are prepared and can quickly respond.

In this article, I’ll review what you can do right now to prepare for your next real-time situation.

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How to Use Social Media for Crisis Management

social media how toWhen most people think about the advantages of using social media for business, they immediately think of the marketing benefits.

However, many businesses are starting to use social media as a tool for listening and providing customer service.

When a crisis or emergency erupts, the power of social media can be an amazing tool for businesses.  A crisis can include anything from a simple website outage to negative publicity.  This article will reveal how to use social media during a crisis and provide many examples you can model.

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