Crisis Management and Business Continuity – Firestorm
Firestorm - National leader in Crisis management, Critical decision support, Crisis communications, Crisis public relations, Crisis response, Crisis consequence management
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A father traveling with his two young daughters says he was kicked off a Southwest Airlines flight from Denver to Minneapolis-St. Paul because he posted a negative tweet about a gate agent, and wasn’t let back on the airplane until he agreed to delete the message from Twitter.
For one Minneapolis man, flying from Denver to the Twin Cities was anything but smooth on July 20, 2014. As an “A-List” Southwest member, Duff Watson had priority status allowing him to board his flight early. Although Mr. Watson's two young children had been allowed to board early with him on previous occasions, on this day, his children were denied early boarding.
When he asked if the policy had changed, the gate agent avoided the question and said, "I am not going to change my mind."
During the conversation, Watson asked for the gate agent's last name. She replied with, "You don't need my name for anything." ...
Tweet Against British Airways New Trend?
British Airways has apologized to a man after he said he was forced to buy a promoted tweet just to get the airline to help with his father’s lost luggage.
Twitter user Hasan Syed, who goes by the handle @HVSVN, purchased Promoted Tweets on Twitter to complain about lost luggage on British Airways.
Promoted Tweets are regular Tweets on Twitter but with the added feature of reaching both current and potential followers you target. Promoted Trends and Accounts are available as well; you set your own daily budget for each campaign.
In Mr. Syed's case, his customer complaint "experiment" cost him a bit over $1,000.
Mr. Syed has kept careful track of his campaign, and shared the data via social media.
Syed revealed on Wednesday that his campaign garnered 76.8K impressions and 14.6K engagements after a total spend of $1,000. His “I CAN H...
Twitter says no accounts have been compromised after a hacker claims to have acquired user details by allegedly breaking into its databases
Twitter was hacked on Tuesday 8/20/2013, and the hacker - “Mauritania Attacker” - released the account information for thousands of users.
According to various reports, the hacker leaked details for 15,167 accounts including “Twitter IDs, handles, oauth_token, and oauth_token secret codes.”
The leaked information could be used to log into a user's account and post information without their approval. A plain text version of user account information was made available via Zippyshare.
These tokens are used to verify apps connecting to the microblogging service. They are not sufficient on their own to log in to Twitter, but could be used to direct further attacks on unsuspecting victims.
"The best practice for users thought to be affected by t...
Often when I write an article on Social Media, I am discussing a faux pas on Facebook or a trip-up on Twitter. This past week however, as all eyes were on Louisiana and Mississippi, Hurricane Isaac, and protecting people and property in harm's way, I came across a company that "gets" it; not a slick marketing company, not a cool start-up, but a company that uses the phrase "Hard Stuff Done Right" on its products page. And what they do is hard - they build ships.
Not boats, not yachts. Ships. Huntington Ingalls Industries (HII) designs, builds and maintains nuclear and non-nuclear ships for the U.S. Navy and Coast Guard. I noticed Huntington Ingalls Industries while monitoring various news sources, Facebook, and Twitter crisis hashtags such as #SMEM (Social Media Emergency Management) as Hurricane Isaac approached the Southern Gulf. What I saw was a company putting emplo...
10 Social Media Risk Lessons from Recent Headlines
Firestorm Opinion, by Karen Masullo EVP Social Media Risk
As the person who is primarily responsible for Social Media Messaging for Firestorm®, I start each day exactly the same way: I check our monitoring tools for trending topics, and then check various news outlets in order to be aware of what has occurred globally while I have been away from my desk.
I do this to inform, comment, and alert others on our team to emerging issues and crises, but more important, I do this to assure my messaging is sensitive to emerging crises, and to those affected by events.
Lesson 1: “Every Crisis is a Human Crisis.”
Never forget that every crisis involves a Person; someone’s child, sibling, parent, spouse – someone’s someone. Every crisis has a face. One must however, be aware of a crisis emerging in the first place.
Twitter Updates will no Longer Post to LinkedIn
For those of you who ended your Tweets with the hashtags #li or #in in order to cross-post them to your LinkedIn profile, this will no longer be an option.
From LinkedIn 06/29/2012:
"Twitter recently evolved its strategy and this will result in a change to the way Tweets appear in all third-party applications. As of June 29, 2012, Tweets will no longer be displayed on LinkedIn."
"We know that sharing updates from LinkedIn to Twitter is a valuable service for our members, so you will still be able to share updates with your Twitter audience by posting them on LinkedIn. Simply compose your update on LinkedIn, check the box with the Twitter icon, and click "Share." This will automatically push your update to both your LinkedIn connections and your Twitter followers."
There are several ways to share content with your professional network...
Corporate Governance and Managing Social Media Risks
HEADLINE: Company Could Pay for CFO’s Misguided Tweets SUMMARY: The company that fired its CFO last week over his social-media postings may not have let itself off the hook by doing so. Despite the company’s claim that it was unaware of the finance chief’s activities until May 11, it still may face a Securities and Exchange Commission enforcement action. On at least one occasion, Gene Morphis, the former CFO of Francesca’s Collections, revealed confidential company information via his Twitter account. Analysis by Firestorm Expert Council Member Jerry Hudspeth Overview The continuing growth and use of social networks like Facebook, LinkedIn and Twitter have created yet another risk segment for corporate America to analyze, embrace and manage. The stories and accounts of corporate social media issues are almo...
Joplin Tornado Volunteers nominated for Presidential Citizens Medal
Social Media and Disasters
Last month, Firestorm was (and is), proud to host the whitepaper from the founders and volunteers of the Facebook page Joplin Tornado Info. You can read the paper here: The Use of Social Media for Disaster Recovery and our accompanying interview here: A Real World Crisis Crowd™: How 3 people with 2 iPhones set a social media communications standard We are very please to pass along this most recent update on the recognition of efforts of the volunteers involved, via the following Press Release from Joplin Mayor Melodee Colbert-Kean:
Joplin Tornado Volunteers nominated for Presidential Citizens Medal, seeking your vote
CONTACT: Lynn Onstot, Public Information Officer 417-624-0820, ext. 204 Melodee Colbert-Kean, Joplin Mayor 417-437-8141 or
Joplin is ma...
Dear Secret Service: Facebook is not so Secret
Social Media Risk Management
By Karen Masullo EVP, Social Media for Firestorm You may remember a story we commented on back in May of 2011 when the Secret Service first established a Twitter account "Secret Service Apologizes For Tweet About 'Blathering' On Fox News". Slightly embarrassing but correctable. This latest faux pas? Not so much. I'm not going to delve into the entire, recent Colombia scandal, but rather one related piece of it; an agent posting on Facebook. Back in 2011 when we discussed the Secret Service delving into the social media space, we said; "While a general social media policy for your employees is a good start, it is not enough." If you are a Secret Service agent, I would think posting an image of the high-profile, public figure you are protecting, along with yourself in the background, and captio...
A Real World Crisis Crowd™
How 3 people with 2 iPhones set a social media communications standard
Last week, I came across an interesting item on the Meta Leadership Community website posted by site manager Mark Lupo, CBCP. Mark is passionate about disaster response, and has been discussing the importance of integrating social media into organizational and community disaster response efforts. To illustrate his point, he referenced a blog from Rebecca and Genevieve Williams, the founders of the Joplin Tornado Info Facebook page. Blog author Rebecca Williams joined the discussion and shared her recent co-authored white paper The Use of Social Media for Disaster Recovery - Lessons learned while creating and managing “Joplin Tornado Info” (2011) on Facebook and further implemented with “Branson Tornado Info” (2012), by Rebecca and Genevieve Williams and David Burton, ...