Crisis management in the age of social media /
Louis Capozzi and Susan R. Rucci.
- First edition.
- 1 online resource (xi, 142 pages) : illustrations.
- Public relations collection, 2157-3476 .
- 2013 digital library. Public relations collection. .
Part of: 2013 digital library.
Includes bibliographical references (pages 133-139) and index.
1. The age of the instant crisis -- 2. Susan G. Komen's "Race for the headlines" -- 3 #DearNetflix: I am cancelling my subscription! Signed social media -- 4. To tweet or not to tweet? -- 5. Bank of America stands down -- 6. The friendly skies turn ugly -- 7. Racing from the storm -- 8. A less than "Progressive" approach -- 9. "Refrigerator gate" in China -- 10. Herding cats, the challenge of controlling employees -- 11. Crisis planning in the conversation age -- Notes -- References -- Index.
Access restricted to authorized users and institutions.
Social media has fundamentally changed the contract between institutions and their publics. Today, people expect a conversation, not a oneway diatribe. That, combined with the speed of the Internet, changes the game for anticipating, managing and ultimately avoiding a crisis. This book explores the challenges of managing crises in the age of social media.
Mode of access: World Wide Web. System requirements: Adobe Acrobat reader.
9781606495810
Crisis management. Social media.
crisis management crisis communication crisis response crisis prevention social media crisis social media social media strategy Twitter stakeholders Facebook Tweet Linkedin Instagram Tumblr YouTube Public relations Corporate communication reputation management risk natural disasters accidents customer complaints rumors rumor management apologies