This week's Social Media Roundup examines how to use social media in crisis communications.
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, with the conditions that his guests found themselves miserably in, Cahill should have been much quicker to be front and centre of this crisis. 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. 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.
More and more garrison commanders are understanding the need for a dynamic social media program to complement their crisis communication plan. This is another great example of the importance of listening as well as communicating in a crisis.


Our research shows that folks over 35 are grappling with using social media in any situation but especially during a crisis. How social media change crisis communication - and practical advise hot to deal with those changes. However, I do have to note that some of their updates, especially those towards the beginning of the crisis, tended to be too repetitive. 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. The following evaluates both Carnival Cruises Facebook and Twitter crisis communications, from beginning to end of the crisis. She is also the editor of The Crisis Intelligence Blog and host of The Crisis Intelligence Podcast. An organization needs to be prepared to post pertinent information on social media sites during a crisis. Announcing his presence via online channels and expressing his gratitude and sincere regret was equally important.


Organizations should also listen to the conversation online during a crisis, respond to rumors and provide updates when they become available. 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. Rather than waiting to put out a press release, or reaching out to each individual reporter, social media tools help spread information quickly and effectively. Detailed repeats tend to get repetitive, giving the allure that you’re simply trying to speak for the sake of speaking, or worse, avoiding important issues that should be addressed and replacing them with fluff.



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