Monday Morning Ann-Sense: Triberr Edition

Monday Morning Ann-Sense - Change of view help with working

I changed up my “office” view this week. I try to do that every so often. The change of view often helps to refocus me and jump start creativity. This week, I moved my office to my front porch since the weather is wonderful and my porch stays out of the direct sun until mid-afternoon. I’m lucky to be the kind of person who can work basically anywhere without much distraction.

I’m pretty fortunate to be connected to a group of wicked smart people on the reciprocal social sharing platform, Triberr.  Now I’ve spoken about Triberr before and I actually do read every post I share. It is just the right thing to do for my reputation as a trusted PR professional and shows respect to the author and members of my social community. A lot of really good content this week so I had trouble picking posts to share with you. And that’s a problem I’ll take any day!

Mind Your Grammar: Its or It’s – I have to confess, I always have to stop and think about before I write it. You, too? What makes you stop and think before you write?

Breaking Down the Latest (And Somewhat Confusing) Marketing Terms – There’s a lot of jargon in every profession. PR and marketing are no different. It seems new terms are created everyday and it is hard to keep up with them all. This post provides a quick cheat sheet.

The Five As of Social Media Measurement – An outstanding post around the often the least understood area in PR: measurement.

Delta Airline’s Disposable Customers – This post hits customer loyalty on the head. Why should customers be loyal to a brand which isn’t loyal to them back? As someone who took a break from travel after the birth of my son, I know how it feels to be a nobody in the eyes of loyalty programs.

Until next week… And think about this question: does a change of view help or hurt your productivity?

 

Social Media Crisis Communications Avoid a PR #failThe Book

Social Media Crisis Communications: Preparing for, Preventing, and Surviving a Public Relations #Fail is now available in eBook format. Buy it now! (If you like the book, please  leave a review; it is greatly appreciated)

TIME CRUNCH? Are you putting your crisis communications plan together and need help? Or are currently dealing with a crisis and need crisis communications assistance? Get help NOW. Contact Ann Marie at ann@mindthegappr.com or +1 302.563.0992 today.

 

Social Media #FAIL: Amy’s Baking Company Bakery Boutique & Bistro

Written May 15th, 2013 by
Categories: crisis communications, social media

 

Amy's Backing FB Cover

Honestly, I’m at a loss for words regarding the epic social media meltdown of  Amy’s Baking Company Bakery Boutique & Bistro. I’m still processing the whole situation and attempting not to have a knee-jerk reaction since I feel like I don’t have all the facts. In case you’ve missed it, some quick back story on this. Amy’s Baking Company Bakery Boutique & Bistro was featured on Gordon Ramsey’s TV show, Kitchen Nightmares, where he goes into to save failing restaurants on the request of the owners. He is known for being an intense person and very direct. Let’s just say it didn’t go very well for  the owners of Amy’s Baking Company Bakery Boutique & Bistro as seen below:

 

In all fairness, I don’t what happened off camera and how the footage was edited so I’m trying to keep my assumptions to the minium. That said, what was shown would cause viewers to be upset. And would cause many to take to social media platforms to express their outrage, which any people did. And that’s where the social media meltdown started after the owners took to their Facebook Page after the episode aired to response to user comments. The situation quickly spinned out of control.

Here are some examples of posts:

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Then this most interesting post today and frankly not very convincing to me (I’d like to be proved wrong though so please do):

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So on the surface, there were many don’ts in crisis communications in this situation. Instead of focusing on them, let’s focus on how your organization can avoid or at least manage this type of meltdown. Some quick tips:

- Be fully present on Facebook Page by actually interacting with your community.

- Monitor your Facebook Page.

- Have community guidelines in place and posted then enforce them when needed.

- Be mindful of tone when responding.

- Listen and understand what the poster wants then respond to it if warranted.

Remember how you react to unflattering comments will be how you will be remembered.

Social Media Crisis Communications

 

The Book

Social Media Crisis Communications: Preparing for, Preventing, and Surviving a Public Relations #Fail is now available in eBook format. Buy it now! (If you like the book, please  leave a review; it is greatly appreciated)

TIME CRUNCH? Are you putting your crisis communications plan together and need help? Or are currently dealing with a crisis and need crisis communications assistance? Get help NOW. Contact Ann Marie at ann@mindthegappr.com or +1 302.563.0992 today.

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