Though there are many aspects that I could write about regarding the way Carnival Cruises handled the management of this crisis, I’ve chosen to evaluate and analyze their social media crisis communications (go figure!). However, I do have to note that some of their updates, especially those towards the beginning of the crisis, tended to be too repetitive.
However, with the conditions that his guests found themselves miserably in, Cahill should have been much quicker to be front and centre of this crisis. Within their social media updates, Carnival Cruises announced when their press release was to be held, tweeted and posted soundbites from the press release, announced its end and published both a link to the press release once it was available and embedded it straight into a Facebook post. All in all, I have to say that Carnival Cruises did a thorough and sincere job at communicating with their audience throughout this crisis on their social media channels. Each Friday I share exclusive crisis management thoughts, strategies and challenges that I never publish to my blog.
Subscribe and arm yourself with Crisis Intelligence!Get the tips and strategies you need to prevent, manage and overcome any type of organizational crisis, by subscribing to The Crisis Intelligence Blog and Podcast. Subscribe for VIP Crisis Management Insight!Each Friday I share exclusive crisis management thoughts, strategies and challenges that I never publish to my blog.
In this article, you’ll discover three examples of reputation crisis response and seven steps for defending your own reputation online. Due to online social and web search, kindred spirits can easily become aware of others who share their criticisms. Not only did this present a potential social media crisis, but also the possibility of a major lawsuit.

Fontaine Sante utilized traditional media and their social media channels to spread the message about the possible contamination and make sure that all consumers were aware of the situation. The case studies above provide you with useful examples to refer to as you develop your own reputation management strategy. Every member of your team should understand these policies and commit to them to put your company in the best possible state of readiness in the event a crisis develops.
The attitude should be that your company will manage the crisis, rather than allowing it to control the company. Use the examples and strategic tips in this article to help you build a plan that prepares you to withstand a crisis.
Barry Welford writes for Next Day Flyers and is a frequent blogger on business performance, internet marketing and social media marketing.
Barry I appreciate all the helpful advice on how to be proactive when it comes to a social media crisis. The following evaluates both Carnival Cruises Facebook and Twitter crisis communications, from beginning to end of the crisis. There are tons of excellent examples and strategies within this case study that I hope you will incorporate into your own crisis communications plan.
President of the crisis management firm Agnes + Day, Melissa has developed a worldwide reputation for crisis management, planning and training by helping global brands and government agencies prevent and manage a wide range of issues and crises. Together, they discuss the leading trends, issues and strategies for effective crisis, issues and emergency management.

Events in a crisis move quickly online and only by preparing can you successfully defend your company’s reputation. Even if you don’t suffer a major crisis, you want to be aware of what people are saying about your company. This is another great example of the importance of listening as well as communicating in a crisis. She is also the editor of The Crisis Intelligence Blog and host of The Crisis Intelligence Podcast.
Our research shows that folks over 35 are grappling with using social media in any situation but especially during a crisis. I think an important point of discussion- at least for social media posts that are the crisis- is the question of deleting. For example, when two people are caught in a public argument, it is best to acknowledge that a conversation needs to happen to resolve issues and make both parties happy.

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