Crisis Management

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A Review of Spin Sucks

If you’ve been a reader here for a bit, you’ve likely heard me mention the name of Gini Dietrich, the CEO of Arment Dietrich and founder of the blog Spin

Why You Need To Own What Is Yours

I’m not a huge baseball fan. Actually, the only thing I really enjoy about baseball is the beer that typically goes along with it. Other then that, I’d be fine

4 STEPS To Preparing Your Response To Negative Comments

This past weekend I had the pleasure of presenting on one of my favourite topics right now – “What To Do When Shit Hits The Fan” – at the fantastic

Checklists can save your bacon

As he prepared to jump from his space capsule a couple of weeks back, Felix Buamgartner and his mission control ground crew ran down their checklists.  Felix had his checklists

What’s Your Impact Equation?

I think this book is going to help your business so I want to give one of you a copy (details at the bottom). I didn’t pay for it, it

What’s Your Impact Equation?

I think this book is going to help your business so I want to give one of you a copy (details at the bottom). I didn’t pay for it, it

3 Lessons in Crisis Management learned from Hostage Negotiators

Upset by changes in your customer service policy, a long-time customer has turned to social media, to vent their frustrations.  Not only is your business relationship with that customer in

What is Your Conflict Best Before Date?

How many times have you reached into your fridge, grabbed the lunch meat, tried to remember when you bought it, suspiciously check the expiration date, carefully looked it over to

Press Release Mode: How to Kill Your Community Quickly

Let me just start by saying that conflict is neutral. It doesn’t pick sides. Sure, there is good conflict and there is bad conflict, but ultimately conflict is neutral. What

4 “Hero” Skills of an Online Community Manager in Crisis Management mode

You don’t have to catch a child jumping from a third floor apartment building to be a hero in your community.   In the online community world, there are other ways