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Social Media Crisis? Take ownership of the issue.

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Yup - another airline incident caught on film. This time it was American Airlines flight 591 #AA591. While the incident was deplorable, the good news is  that American Airlines got out in front of the backlash.  They took ownership of the incident and defused any impending actions by the public.  See…
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The first 24 hours in a social media crisis are critical - is United Airlines listening?

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The first headline I saw in my newsfeed today was “Bloodied Passenger Dragged From United Flight At O'Hare Airport."  Upon reading the story in numerous international publications, I checked various social media channels to learn more about the incident.  Not surprisingly #BoycottUnited and #Flight3411…
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Social Media Crisis costs Target Millions

Last April, Target published a blog post highlighting their stance on transgender bathroom policies, and specifically their policy of inclusion.  As a result, nearly 700,000 consumers signed a pledge to boycott the store.  In the weeks that followed, numerous individuals posted opinions about the policy…