Archive for Twitter
Here’s a crisis communications lesson from yesterday’s East Coast earthquake – if your crisis PR plan relies on using a telephone or cell phone, you had better insert an alternative method for reaching out to people.
As Gus Sentementes reported in today’s edition of The Baltimore Sun, “As Marylanders reached for their cell phones to communicate with their friends and family, they found it easier to get peace of mind through text messages, emails and Facebook updates than through calls.”
That’s because just about everyone has a cell phone in their pocket – and the first thing they do in an emergency is call family and friends, so the phone system cannot handle such a high volume of calls. To actually work, your crisis communications plan needs to rely on other means to get the word out – tweets, texts and Facebook updates.
As we counsel clients, now is the time to set up those social networking accounts and the related policy and protocol – not during an emergency! [Gus's photo sent via Twitter, left, shows an evacuated Sun staff yesterday after the earthquake shook up the building.]
An interview with an assignment editor at KSDK in St. Louis highlights one reason Twitter is an important – maybe the most important – tool in the crisis communications toolkit. During a four-hour lockdown at Missouri University of Science and Technology on May 12 when a gunman appeared on campus, telephone updates were not easy to obtain, but the university’s stream of Twitter updates allowed the TV station to get the latest info and share the news with viewers.
For more details and to view the interview, check out the blog post by Andrew Careaga, director of communications for Missouri S&T.
We’ve added more updates to the “Sawmill Guide to Baltimore Media on Twitter.” Click on the link to the right of this post to access the listing we started in 2008, launched on New Year’s Day 2009 and kept updating ever since!
This version adds Patch.com, a new hyper-local online news source, a few anchors and reporters from WJZ-TV as well as some additions from The Sun.
To see what all 235+ people on the list are collectively tweeting, follow the list Jeff created. It’s your single source to track what’s happening in the region.
The incredible coverage in the traditional media, posts on Facebook, Twitter, YouTube and other online venues of the recent Jet Blue flight attendant’s bizarre reaction to a less than civil passenger brings home the point that a crisis is rarely, if ever, straightforward in the facts surrounding what happened.
IMO, what’s getting lost in the accolades for the flight attendant’s way that he quit his job are the bigger, more serious issues of the safety risk he put the passengers in when he deployed the evacuation chute and the complicated state of today’s customer service.
It will be interesting to watch how Jet Blue moves forward and how it incorporates the incident into its customer service training. It should make for an important case study.
We fell head-over-heels in love with Stoop Stories minutes into one of their shows.
If you haven’t checked it out yet, each Stoop show features seven storytellers who get seven minutes each to tell a true, personal story about a specific theme. No notes, no scripts, no actors — just true stories, artfully told. The shows are charming, unique, always unexpected and almost always a sell-out.
Some months ago we became a sponsor by providing our Baltimore PR firm’s social media services to them pro bono — most notably posting regular Tweets at @thestoop — a key strategy for promoting their shows as well as their weekly radio show on WYPR, Stories from the Stoop.
Hope to see everyone at an upcoming Stoop Stories! Here’s info on the next one, June 3, 4 and 5 at Centerstage.