internet crisis management

Help Dealing with Trolls on Social Media

Help Dealing with Trolls on Social Media

By erik on June 29, 2017

A major rookie mistake on social media is engaging with trolls, giving them the fuel they need to keep finding ways to get a rise out of their target. It’s tough because you can’t always ignore them, ie. when you’re being hit with false negative reviews, so you need to find ways to handle the […]

Internet Outages – Does it bring your business to a stop?

Internet Outages – Does it bring your business to a stop?

By Jonathan & Erik Bernstein on November 11, 2016

[Editor’s note: This guest post from reader Keith Bell looks at a number of ways you can avoid the harm that frequently comes to businesses who run into internet or other IT outages.] 6 Tips to cruise through In any infrastructure, there were, are and always will be some level of disruption. Internet outage is […]

Branding Your Business to Boost Reputation

By Jonathan & Erik Bernstein on January 27, 2015

Learning the basics of a must for crisis management, and business in general, today One of the easiest ways to protect and grow your reputation is by getting online. From the ever-growing list of social media platforms to the reviews sites everyone uses, there are many opportunities to get out there and show people you’re […]

The Reputation Feedback Loop

By Jonathan & Erik Bernstein on January 15, 2015

Paying attention to reputation is key to prospering as a business today Taking care of your reputation is more critical than ever thanks to the widespread use of the Internet and social media to share opinions, experiences, and info about businesses of all kinds. Not only is reputation management critical to prospering as a business, […]

Knee-Jerk Crisis Management Hurts Black Milk Clothing

Knee-Jerk Crisis Management Hurts Black Milk Clothing

By Jonathan & Erik Bernstein on December 30, 2014

An example of a poorly handled social media crisis Shouting from your soapbox that offended stakeholders are wrong, deleting Facebook comments, banning users, and finally a full 180 and mea culpa – Austrialian org Black Milk Clothing ran the full circle of poorly handled social media crisis management, and it all started with a single […]

Crisis Management Case Study: Digiornos Social Media Mistake

By Jonathan & Erik Bernstein on October 3, 2014

Social media crisis management done right DiGiorno landed itself in the middle of a social media firestorm when it accidentally made light of a discussion on domestic abuse by using the #WhyIStayed hashtag, tweeting “#WhyIStayed You had pizza.” Whoever was running the account realized their mistake within minutes, deleting the offending post and sharing a […]

Uncaring Crisis Management after Massive Hospital Data Breach

By Jonathan & Erik Bernstein on August 23, 2014

When millions of patients have data stolen investors are not your primary audience There’s no better proof that cyber crises are on the rise than the recent series of posts on this blog, starting with the discovery of a cache of 1.2 million stolen login credentials, followed by the Homeland Security breach exposing personal information […]

Russian Crime Ring Holds Largest Cache of Stolen ‘Net Credentials

By Jonathan & Erik Bernstein on August 14, 2014

Businesses large and small were targets of data theft It seems every time we hear about a record-setting cyber crime, news of an even bigger one rolls around the corner. Cue the latest revelation – that a collection of stolen Internet credentials, including some 1.2 billion username/password combinations and more than 500 million email addresses, […]

How to Dodge a Customer Service Crisis on Social Media

By Jonathan & Erik Bernstein on July 18, 2014

[Editor’s note: The following is a guest post from Justin Belmont, founder of Prose Media. With so many customers flocking to social media to have their problems resolved, it’s absolutely critical that you’re prepared to meet them there.] Are you missing out on opportunities to stop crises before they start on social media? Maybe you’ve […]

Social Media Customer Service as Crisis Management Tool

By Jonathan & Erik Bernstein on July 12, 2014

If you’re not using social media for customer service, you’re asking for crises Without a doubt, upset customers are one of the leading, and most preventable, causes of crisis. While social media should be enabling organizations large and small to communicate on a personal level with the people who hand them their hard-earned money, too […]

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