If you’re going to start a Twitter war on behalf of your brand, you’d better make sure you have some key weapons in your arsenal: a simple, easy-to-understand story, a fair and just cause, and an army of fans ready to fight for you. Yesterday, Walgreens started a Twitter war with Express Scripts, a prescription drug insurer–around a fairly complicated issue. Did fans show up for the fight? Read →
When a killer tornado hit Joplin, Missouri last month, Jenna Petroff found out about it via Twitter. The Public Relations & Social Media Manager for the Hardee’s chain of restaurants had been holed up working in her St. Louis office and was off the grid to avoid interruptions until she logged onto Twitter.
What really caught her attention was a tweet searching for information about a missing young man who worked at a Hardee’s restaurant in Joplin. Seeing that and learning from Twitter and other sources about the destruction, Petroff and others at Hardee leapt into action. Read →
A Qantas Airbus A380 this week suffered engine trouble on a flight from Singapore to Sydney, Australia – one of the passengers said the engine exploded with a bang and parts dropped off – and made an emergency return to the airport. No one was injured, but Qantas suffered some reputation damage with the way [...] Read →
TWTRCON SF 2010 will be a one-day total immersion in the case studies, the practical skills and the tools that companies need to stay at the cutting edge of the real-time web. We’ve added a lot of beefy content for the November 18 event (download a PDF of the full agenda here), but the heart [...] Read →
Steve Farnsworth’s has published a great crisis response case study at his Digital Marketing Mercenary blog. He tells the story of Shaunak Dave, the director, multi-channel integration for Sears Hometown Stores. It begins like this: You are the social media strategist for Sears Hometown Stores. It’s Friday, the end of a long day, at the end of [...] 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 →