Thinking

Facebook for social good

16 January 2016 by Justine Touaux

Facebook has launched Fundraisers, a new tool to help non-profits to solicit and receive donations directly through the platform. Facebook has made good use of its billion-strong audience to raise awareness and funds in times of crisis, such as the Fukushima earthquake, the ALS Association, Ebola and others. Facebook’s new…

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The seven habits of highly effective crisis communications teams

5 October 2015 by Steph Gray

We’ve run dozens of crisis simulations with communications teams large and small, from global multinationals to local city emergency responders. Here’s what we’ve found sets the great teams apart from the rest: 1. They’re quick to the first response Social media doesn’t wait patiently for you to clear your lines…

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Using Twitter lists to monitor an unfolding crisis

23 September 2015 by Justine Touaux

Last Wednesday, September 16th, at 7:54pm local time, an 8.3 magnitude earthquake – one of the largest recorded in the country over the last 100 years – struck about 10 miles off the coast of Chile, followed by multiple aftershocks and reports of impending tsunamis around the Pacific Ocean, sending…

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What does Facebook’s new Notes mean for crisis communications?

19 August 2015 by Justine Touaux

Notes, the long-neglected Facebook feature has been given a makeover to become a new and interesting blogging option within the Facebook platform. In time of crisis, blogs provide immediacy and a sense of transparency and personality that helps safeguard a positive image of the company. And since Facebook is increasingly aiming to…

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Woman looking sceptical

Keeping it real: Being flexible and responsive under pressure

12 August 2015 by Tim Lloyd

Imagine being faced with hundreds of different voices and personalities online, all complaining about your product or service. You can’t see these people, only what they write or film. They’re unaccountable and uncaring and, as far as they are concerned, you are just a faceless organisation. This is just a…

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Who do you trust?

9 June 2015 by Tim Lloyd

We read curated news feeds, not media statements. We read other people’s product reviews, not those of the provider. We want to hear advice from friends or experts, not senior management. So why should people trust your organisation? The Edelman Trust Barometer has been tracking the way consumers absorb and…

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road range incident

Smile, you’re on camera: four new realities of crisis comms in the age of video

2 June 2015 by Steph Gray

“I could kill you,” screams the angry man. “Why don’t you then?” comes the reply. “Because there’s witnesses”. This, from the ugly scene at a recent road rage incident between a motorist and a cyclist illustrates a phenomenon we’re seeing again and again, both sparking new crises for organisations and giving existing…

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