Excerpt: “…[T]here’s one major difference that separates Adobe’s social media strategy in Australia from other local companies – they choose not to engage with criticism. Particularly criticism revolving around the company’s price points.” [...]
For Sean Rintel, social media commentator and strategic communications lecturer at University of Queensland, its not. He says the “crisis communication handbook” says to do the opposite.
“The whole point of crisis communication, is to regain control of the agenda,” Rintel says.
I argue that a free retraction is the best freedom of speech. So I am ambivalent about the Finkelstein report. Australia’s media sector is too densely consolidated to provide true market forces, so forced retractions may seem like justice. But is a petulant, small, “I’m sorry” worth it? The TAL retraction was a brilliant exercise in winning back listener trust by delving deeply into the issues. While the anti-Finkelstein lobby might claim this as a victory for market forces–TAL is directly funded by its listeners–this would be disingenuous. Few Australian media organisations put such faith in their audience.
The interview covers finding topics and time to Twitter, Twitter’s measurable business impact, tips for building a presence on Twitter and gaining followers, and my biggest learning experience on getting the most from Twitter.
I discuss Twitter’s use as a complement to other news sources, as a rapid PR broadcast medium, as an increasingly important medium for conferences, and specific strategies for leveraging value from Twitter.
Vue Consulting is Australia’s leading training consultancy for Professional Services Practices and their Advisers.
TheConversation published my article about online reputation management.
Never the twain shall meet. Dave Makes
A UK employment tribunal recently ruled that posting derogatory comments on Facebook merited a gross misconduct dismissal for one Apple Store employee. [... the ruling] establishes some worrying issues for users, social network sites, and the public relations practice of reputation management.