YAY! This is my 10th blog woo hoo!!! I'm gonna try and keep blogging even after this semester ends hehe
I found a really interesting new social media software called 'FireBell' it's a social media crisis simulator created by Global Public relations firms Weber Shanwick.
The concept of 'FireBell' is that it provides companies with real-time information of public relations crisis situations, including viral media attacks, across multiple social media platforms. Meaning on one single screen companies will be able to view messages received from Facebook, Twitter, YouTube, Ren Ren and also Sina Weibo.
This will allow companies to react accordingly and manage the PR crisis and minimise damaged caused. Jon Wade the digital head of Asia Pacific has described it as "FireBell is to social media what a flight simulator is to an airline pilot learning to handle emergencies in mid-air".
With recent failures of Gasp that Craig talked about in his blog :) do you think FireBell would have been able to prevent their failure from going viral?
I'd really like to hear from everyone!
Been a great semester blogging hehe :)
Interesting post! It is really important to keep an ear to the ground to overt crisis on social media. Early intervention is the best strategy rather than trying to recover after things get out of hand. Although, I don't think this tool would have helped Gasp, the person who wrote that email needs some basic customer service training. Once they hit the 'send' button on that email there was no going back. I'm still surprised that they didn't back down even after the social media storm that followed.
ReplyDelete@Amity, agree, not sure anything would have helped GASP other that better management to be honest. Again, I am still not convinced that the GASP thing was not staged.
ReplyDeleteThis is really good, but again, even having something like this, you need to have someone with the correct skills to respond to situations that arise that could cause damage, and you need someone that could act quickly. I have said before and say again, planning is vital, this tool will mean nothing if you don't have a proper plan with effective contingency plans in place. You don't just jump on the mass media bandwagon, you plan for it, and with SM planning is even more vital because the slightest wrong word could be picked up so easy by influencers and reach a much wider audience that mass media.
Ross
interesting post daisy! i think it is important to spread the qualitative message in social media, which try to establish the better communicating environment. As the important of the reputation, many of the concept like Firebell was established. Also, I mentioned the Anybeat, which is the similar concept to utilize the reputation as point from customers. I think it is a good concept!~
ReplyDeletesorry everyone for the extremely late reply. I've been having trouble with my account lately and have been burried in final assignments and presentations :)
ReplyDeleteI agree with all the comments, even though Firebell and other social media crisis are good to help social media markters control and facilitate recovery. In Gasps situation I think Ross is right,...nothing would've been able to help them but surprisingly I've heard from a friend that their sales have in fact increased...so i guess that means companies are able to recover and become stronger from social media failures :)