Social media crises are on the rise.
Ever since United Airlines broke Dave Carroll’s guitar in July 2009, thousands of companies whose negative actions were amplified by social media have paid the price in terms of public humiliation, loss of good reputation and in some cases financial loss.
According to Jeremiah Owyang’s, Social Business Readiness Report (August 2011) 76% of these crises could have been avoided or diminished if only companies made some internal investment in social media planning and preparedness.
To learn from where others have failed, he suggests that companies should follow the Social Business Hierarchy of Needs. This infographic captures the most salient points of his case. Download the full report by clicking on this link.
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Over to you: What is your organization doing to prepare and plan for a potential social media crisis?