On a rainy Sunday night, a Domino’s Pizza order took an hour to arrive–and then it was the wrong pizza. The angry pizza customer turned to Twitter to vent. What followed went way beyond the mea culpa tweet increasingly more common in business today. Ramon DeLeon, managing partner of seven Chicago-area Domino’s stores, saw the [...] Read →
Econsultancy and bigmouthmedia’s recent “Social Media and Online PR Report” offers suggestions for damage control based on a survey of 344 advertisers already operating in social media in the UK, Europe, and North America. The two top ways to counter negative comments were directly engaging the commenter (47%), and improving the quality of products or services being [...] Read →
Tim McIntyre, vice president of communications for Domino’s Pizza offered a firsthand crisis case study of how the company handled the infamous YouTube incident of 2009 in a recent presentation to PRSA Detroit members at Lawrence Tech University. The way the crisis was handled has been both praised and ridiculed by the public relations industry. [...] Read →
Eurostar has been forced to adapt its social media presence from marketing to crisis communications as the frustration of customers hit by the December 2009 massive delays played out visibly on Twitter and Facebook. More than 2,000 people were trapped in the Channel Tunnel on a Friday night after five trains broke down due to [...] Read →
An online backlash is growing against a smutty Toyota ad featuring a girl’s father and boyfriend having an innuendo-laden discussion about taking her virginity and “having her on her back” . The video was the winner of a Toyota-endorsed competition, the Clever Film Competition, which was organised by Saatchi & Saatchi. The running of the competition [...] Read →
The American Express OPEN forum has launched a new tool called OPEN Forum Pulse allowing small business owners to share Twitter posts through the site. The new site displays tweets from OPEN forum members and helps them promote themselves and connect with other small businesses. Read →
This past spring, Santa Cruz, California was facing a $9.2 million deficit. At the same time, the city’s roughly 55,000 citizens were growing increasingly impatient with continued reductions in city services. To help inform residents and tap into community ideas on ways to manage the impending cuts, the city built a website called Santa Cruz [...] Read →
54% of professional communicators think Twitter is a fad and believe that the burgeoning number of users and tweets will eventually reach a plateau and likely decline, according to a poll by Ragan Communications and PollStream. Among respondents, 28% report that their companies currently employ microblogging as part of their communications activities. Story on Marketing [...] Read →
We’re really psyched that we’re part of TWTRCON SF 09, the first Twitter conference focused solely on Twitter for business. Tonia’s Modern Media is producing the event, partnering with Mike Edelhart and Gina Smith of First 30 Services and Harry McCracken at Technologizer. The speaker lineup features people who are showing the rest of us [...] Read →