Comments on: How many filters does your message pass through?

By: 25 Insightful Social Media Quotes | Welcome To Folusho Awosanya Website

25 Insightful Social Media Quotes | Welcome To Folusho Awosanya Website — Thu, 03 Nov 2011 12:08:35 +0000

[...] ~ Mack Collier [...]

By: 25 Social Media Quotes | Ghostwriter Dad

25 Social Media Quotes | Ghostwriter Dad — Tue, 22 Mar 2011 13:58:17 +0000

[...] ~ Mack Collier [...]

By: Tracy Aiello

Tracy Aiello — Thu, 25 Feb 2010 04:08:06 +0000

Thank you, Mack, for reminding us of key crisis communications tactics (speak directly and quickly) and how they best work in today’s world. We were just having a discussion with our team about Southwest’s handling of the situation. Timely and informational.

By: Mack Collier

Mack Collier — Wed, 24 Feb 2010 22:49:56 +0000

Priya that’s a great example, and it’s tough to bring so many depts together quickly like that! But time is of the essence in responding to a developing crisis situation. Now that doesn’t mean you should foresake accuracy and clarity in an effort to get a response out as quickly as possible. The key is to get the RIGHT response out as quickly as possible. Thanks for commenting!

By: Mack Collier

Mack Collier — Wed, 24 Feb 2010 22:47:56 +0000

Thank you Ekaterina! You’re exactly right, if multiple and different responses are given by the company, that makes the problem 10X worse. I think the key is to find that singular voice that is as close to the situation as possible, so they can respond quicker with more accurate information.

By: Priya Ramesh

Priya Ramesh — Wed, 24 Feb 2010 22:27:46 +0000

Mack,
Excellent post! I couldn’t agree with you more on engaging in crisis management on social networks where you know your customers are going to go. I was involved in a social media crisis mgmt. effort for a big technology company last year and one thing that absolutely left me amazed was the fact that legal, executive office and PR all came together as one cohesive unit to provide rapid response to blogs and tweets. A good understanding of how social media works went a long way in us uniting as ONE team in our crisis mitigation efforts. Thanks again!

By: Ekaterina Walter

Ekaterina Walter — Wed, 24 Feb 2010 22:25:12 +0000

Great post, Mack! I think who responds is essential. You don’t want multiple people producing several versions of the response that might be interpreted differently. So as a brand you need to decide what department/team is responsible for addressing to ensure single voice.

By: To build a fan base, pick a fight « Email Newsletter Archive

To build a fan base, pick a fight « Email Newsletter Archive — Wed, 24 Feb 2010 18:31:57 +0000

[...] If there’s a firestorm erupting via blogs, your customers will expect you to respond via those same blogs, not via a carefully-worded press release 4 days later.” –Mack Collier, social-media consultant, writing at MackCollier.com [...]