Twitter users gather promptly for online protest

23 July 2014 by Al Smith

Residents of the Loughborough Park estate in Brixton took to Twitter today for a two-hour protest against housing provider Guinness Trust‘s plan to evict some tenants as part of regeneration plans. What’s unusual about this particular protest is that it was advertised in advance. Many organisation’s are not afforded the opportunity to…

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Predicting the spread of disease from tweets

1 December 2013 by Steph Gray

James Baker from the Food Standards Agency, the UK agency which regulates food safety issues, blogs about a fascinating project his team has been undertaking, mapping the spread of reports of sickness on Twitter and comparing them to lab reports of illness: Beyond answering questions and concerns, providing updates quickly…

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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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Could your brand call on a million volunteers in a crisis?

7 May 2012 by Justin Kerr-Stevens

  When it comes to using ‘new’ media to assist in a disaster, the Red Cross is normally ahead of the curve. In 1881 the Telegraph was used to relay disaster response communications. Fifty years later, amateur radio users helped relay disaster messages on behalf of the Red Cross across…

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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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