Archive: Twitter

How do crises unfold on Twitter? Learning from the tragic events of #AnkaraAttack

16 March 2016 by Justine Touaux

Many lessons can be learnt about how people respond to a crisis from reviewing how they react in social media. Though triggers and events vary, online reaction to major incidents – particularly tragic or emotional events such as last month’s attack in Ankara, Turkey – tend to follow a similar pattern. It is important…

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Online and airside: who’s in control?

21 January 2015 by Tim Lloyd

A friend of mine – a pilot – was telling me how a recent mishap had delayed his passage through an airport, to arrive airside and board his plane. “There’s a couple of important procedures that allow me to get airside, but apart from these, on either side anyone, anywhere…

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Keeping the hounds at bay using ‘fast facts’

13 November 2014 by Chris Malpass

The question of what and what not to say is a recurring dilemma for organisations that find themselves in the glare of the media spotlight during a crisis. Inevitably, when a crisis strikes, an information gap – i.e. the deficit between the amount of information demanded by the media and…

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Simon Booth-Lucking

Handling the hostile customer

4 September 2013 by Steph Gray

Earlier this week, a disgruntled customer of British Airways paid for a ‘promoted tweet’ to denounce the poor service his father had received at the hands of the airline. It’s a symptom of changing expectations among digitally-savvy consumers, who’ll give a brand just minutes – in this case, just 15-30…

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My bad?

21 May 2013 by Howard Gossington

Watching the online meltdown of Amy’s Baking Company (after owners Amy and Samy proved too much of a kitchen nightmare even for Gordon Ramsey) was a vivid (and, ok, entertaining) reminder that saying sorry is rarely easy for us humans. And while Amy and Samy’s apparently enraged, hysterical rebuttals only…

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Using Twitter in a Crisis – Media Settings and Best Practices

23 April 2012 by Justin Kerr-Stevens

If you have people ‘on the scene’ at a crises event and they are uploading photos or video that some viewers may find disturbing do you have an obligation to mark the content as sensitive? If you don’t, are you planting the seeds of another issue you will have to…

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Girlfriend uses Twitter to save boyfriend from carjackers

10 April 2012 by Justin Kerr-Stevens

An interesting article over on HuffPost this month about Lynn Peters who successfully managed to raise the alarm after her boyfriend was carjacked and then kidnapped in South Africa. Following a number of re-tweets her request went viral and private security companies in conjunction with Riga Rescue (a volunteer-run emergency…

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