{"id":2582,"date":"2011-02-20T03:39:23","date_gmt":"2011-02-20T03:39:23","guid":{"rendered":"http:\/\/www.thesocialcmo.com\/blog\/?p=2582"},"modified":"2011-02-20T03:39:23","modified_gmt":"2011-02-20T03:39:23","slug":"6-lessons-from-redcross-social-media-crisis","status":"publish","type":"post","link":"https:\/\/www.thesocialcmo.com\/blog\/2011\/02\/6-lessons-from-redcross-social-media-crisis\/","title":{"rendered":"6 Lessons From @RedCross Social Media Crisis"},"content":{"rendered":"
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A social media crisis can occur very innocently and quickly, as when a social media community manager “mistweets”, sending a message intended for one Twitter account to another.\u00a0 The consequences\u00a0can be humorous or disastrous:\u00a0 much depends on how the “crisis” is handled.<\/p>\n

Such a mistweet occurred with the official Red Cross Twitter account.<\/a> A\u00a0message was sent to the account’s more than a quarter of a million followers touting the discovery of “more beer” and boasting:\u00a0 “…when we drink we do it\u00a0right.\u00a0 #gettingslizzerd”<\/p>\n

A nightmare?\u00a0 For most, perhaps, but for the Red Cross, expert at handling a crisis, through candor, quickness, and humor, they turned it into a positive.<\/p>\n

6\u00a0Lessons from the Red Cross Mistweet<\/strong><\/p>\n

1.\u00a0 When a crisis occurs, address it quickly.
\n2.\u00a0 Respond to the crisis in the same forum where it occurred, as well as putting to work other available social media networks.
\n3.\u00a0 Be honest about the mistake.
\n4.\u00a0 Apologize for the mistake.
\n5.\u00a0 Don’t panic.
\n6.\u00a0 Use the moment to humanize your brand.<\/p>\n

The Red Cross tells the story best in their blog.<\/strong><\/a><\/p>\n

Glen Gilmore<\/p><\/div>\n

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Photo credit:\u00a0 JasonWatkins, Flickr<\/div>\n","protected":false},"excerpt":{"rendered":"

A social media crisis can occur very innocently and quickly, as when a social media community manager “mistweets”, sending a message intended for one Twitter account to another.\u00a0 The consequences\u00a0can be humorous or disastrous:\u00a0 much depends on how the “crisis” is handled. Such a mistweet occurred with the official Red Cross Twitter account. A\u00a0message was … Read more<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[137,85],"tags":[368,449,1076,1077,1075],"class_list":["post-2582","post","type-post","status-publish","format-standard","hentry","category-all-posts","category-glengilmore","tag-cause-marketing","tag-crisis-management","tag-issue","tag-management","tag-social-media-crisis"],"_links":{"self":[{"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/posts\/2582","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/comments?post=2582"}],"version-history":[{"count":1,"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/posts\/2582\/revisions"}],"predecessor-version":[{"id":2583,"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/posts\/2582\/revisions\/2583"}],"wp:attachment":[{"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/media?parent=2582"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/categories?post=2582"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/tags?post=2582"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}