Tuesday, 30 November 2010

Managing a Crisis on Social Media


I’m doing a new sort of post today. If you didn’t already know I work for a charity on their social media, so I suppose that makes me fairly knowledgeable about how charities and businesses more generally can develop a presence online, which is something the majority really ought to be doing already for reasons I won’t go into right now.

One of the major motivating factors in getting a company to take social media more seriously and actively take part in it is the possibility that a crisis may erupt on social media, which they’ll need to deal with online. The Domino’s youtube fiasco and Nestle palm oil incident alerted companies to the damage a social media crisis can do to their reputation more generally and highlights the need for a social media crisis strategy.

So here are a few tips for how you can react when/if a social media crisis happens:

  • Decide what your company deems a crisis, an issue, and something which just needs to be monitored for now. How do you know when to pull out the full crisis management plan?

  • Agree on the line you’re going to be taking and the tone of voice you’ll be using.

  • Brief all your relevant employees on what this is make sure they stick to it!

  • If you’re getting a vast amount of comments and queries setting up an FAQ will help you be able to better respond to people. Similarly, a video response is a good way to put a face to your company and is more reassuring than impersonal tweets and messages. Agree on how you can set this set before it’s necessary.

  • Make friends before a crisis happens- if someone does start making negative comments about you, having a community of loyal fans may help silence them.

  • Listen closely. As soon as something hits you want to know about it as soon as possible. Only noticing an “I hate your company” group on facebook or bad customer service blog after two weeks of activity might be too late. Having someone responsible for monitoring online mentions of your company is the best way to do this.

  • Don’t be afraid to get involved. If someone has set up a blog documenting all your customer service failures, a “look but don’t touch” policy will do you no favours. Silence is possibly even worse than a bad response.

  • Prepare your response beforehand. It is possible, within reason, to have a good guess at the likely crisis’ you might face. Decide what these are and prepare “black pages” of your response which can go live on your web site if/when it happens, these will be useful if they can stop the flow of negative comments hours or days earlier than if you were working from scratch.

  • Similarly, you’ll need to work out the specifics. Who is responsible for reacting to a crisis which erupts online? Who do they alert and what do they do? Who replies to comments? If it’s really big you may want to have a team working exclusively on dealing with it. Who are they?

  • Do not disable comments. By switching off the ability to write on your Facebook wall or comment on your blog it suggests you have something to hide. Angry comments don’t come across too well, but an angry comment with an apologetic response shows that you’re listening, whereas silencing all your critics will only make them angrier and more determined to have their say.

Just a few bullet points there but hopefully someone will find it useful. Do let me know if you think I’ve missed anything out or have said anything stupid. Or if you think you have any better ideas!

*Note- That's not a real tsunami, all people are alive and well as far as I know...

Friday, 19 November 2010

Gradient Nails

Showing off my nails. They go from light purple to dark purple and I did it by following a tutorial from Makeup Savvy apart from she made just one colour darker and lighter whereas I used two Barry M purple ones because they seemed to work.


Wednesday, 17 November 2010

Album Review: Mcfly Above the Noise

Yes, Mcfly are back! After a two year hiatus the band are yet again claiming that this album is the “album they’ve always wanted to make” The same thing they said about Motion in the Ocean, (and we all know what a disappointment that was) but this time they reassure us that they really mean it.

A lot’s been happening in those two years, they split with their record label, they went to Australia and wrote a few tracks which were all subsequently scraped, they got back with their record label, they went to gym and/or drunk a hell of a lot of protein shakes (Tickets to the gun show any one?) and it certainly appears as if they’ve hired some sort of stylist who knows that guns equal money in this fickle industry. (Naked photoshoot? Yeah why not)

And now they’re back!

Lots of words have been thrown about in describing this album- Twilight inspired- the video and mini movie for the first single Party Girl definitely had a vampire theme running through it and has set the tone for their artwork. Mcfly/ Mcfly’s record company certainly aren’t stupid; girls are going mental for vampires at the moment, and it’s a clever, if a bit unoriginal, bandwagon to jump on.

Rock-opera is also a phrase which has cropped up a few times, no doubt a result of the opening track End of the World which takes influence from War of the Worlds and throws in elements of theatrical drama which are later confirmed by Nowhere Left to Run.

In terms of the music itself, it’s good. It’s actually very good. But it’s hard to know whether it’s the 21 year old me saying that or the 16 year old me. But with the help of producer Dallas Austin (who has an impressive roster of clients including Madonna, Pink, Michael Jackson) and only a few naff songs, the majority is very listenable.

With I Need A Woman, a country inspired rock ballad and If U C Kate (Yes, when you say it it sounds like a rudey, we’ve seen both the Script and Britney Spears do exactly the same thing) but forget the crass title and for me it’s the standout track of the album, there’s no doubting that these boys are good at what they do.

Will this album turn Mcfly into credible artists, something I get the impression they’ve craved to be from the start, probably not, but will it boost their presence in the teen pop category after an extended gap? Yes, most definitely. A hollow victory, but one I’m certainly enjoying.

Tuesday, 2 November 2010

Chanel A/W 2010 Look book- Ice Age

At Paris fashion week Chanel's show had a very ice-queen slash native-American slash arctic feel to it. He went all out, even importing a 265 foot iceburg from Scandanavia and I'm sure I saw a photo of an actual Yeti... Think knee high fluffy boots, heavy fur coats and toasty tights with delicate dresses underneath and your Winter Wonderland is complete. Here's a few of my favourite pieces from the high street that go with this look.

As a side note, I'd sell my own mother for that fur trimmed cape dress or those feather boots. Literally, I would...

Faux Fur Earmuffs, Monsoon £16

Greta Square Toe Mary Janes, Topshop £60

Fur Trim Cape Dress, Topshop £80

Diamantee Pears and Feathers Hairband, Accessorize £40

Mesh Tube Dress, Rare £49

Curve Sequin Shift Dress, Topshop £120

Ivory Faux Fur Coat, Wallis, £85

Feather Cowl Back Jumpsuit, Topshop, £60

Scene Feather Boot, Kurt Geiger £390

Ivory Sweetheart bag, Debenhams, £30

Silver Look Diamante Cluster Ring, River Island £7.99

Stone Bird Studs, Topshop £8