You are currently browsing the tag archive for the ‘social media crisis communications’ tag.


Pic of the bricks that fell from the wall during my dinner at a local restaurant.

The PR team at a local restaurant and those in their corporate office have a lot to smile about right now. They could be in the midst of a social media crisis.  But because I help clients work through such crises as part of my job, and they were pretty responsive to the situation, I decided to cut them a break.

Creating such a crisis and working to maintain its momentum takes a lot of work, and in my opinion requires strong emotions, of which I don’t have.

Yes, two bricks fell off the wall and hit me in the leg, while I was enjoying an appetizer with my daughters but I wasn’t seriously injured. I was more grateful that my daughters weren’t sitting in that spot, particularly my 7-year-old who could have really gotten hurt. Had that happened, there would have been a great deal of emotion and this story would be much different. But because I wasn’t overly-angry and felt that they were genuinely concerned, I opted to count my blessings and not cause much of a stir.

I did take a picture of the bricks and the area from which they’d fallen, and shared it on Facebook and Twitter. I did not tag the restaurant, nor did I insert its Twitter handle in the tweet, two critical elements when you want to get noticed and wreak a little havoc, which I’ve stated, was not my intent.

But here’s the problem. I was told by the Restaurant Manager and the General Manager that someone from the corporate office would follow up with me today. As of 11:29 p.m., that has not happened. This is a full 17 hours after it happened!

So, it makes me wonder if I should have handled this publicly. Had I done that, perhaps I would have gotten that phone call today. Both the shift manager and general manager said that someone would call and I was expecting that to happen. I was hit by two bricks unexpectedly, and I wanted to know that that meant something to the corporate office and that they cared. Sure they covered my meal, but it wasn’t about that. I went in prepared to pay for it and expected as much.

What I didn’t expect was the direct hit from the decorative bricks. Read the rest of this entry »

Get my Book

A must read - 18 rules of Community Engagement

My Twitter Updates

June 2017
M T W T F S S
« Jan    
 1234
567891011
12131415161718
19202122232425
2627282930  

Just so you know

This is a personal blog. The opinions expressed here represent my own and not those of my employer. Feel free to challenge me, disagree with me, or tell me I’m completely nuts in the comments section of each blog entry.

del.icio.us

StatCounter

hits counter

Blog Stats

  • 107,255 hits
View Angela Connor's profile on LinkedIn Subscribe to me on FriendFeed
Clicky

Top Rated