How to Manage a Social Media Crisis

A Psychology-Based Strategic Communications Approach

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The reality of today’s social media culture is that virtually anyone can seize upon a non-issue and transform it into a story that “sells” simply by cherry-picking facts and spinning them into a narrative designed to offend the sensibilities of a target audience. Twitter, Facebook, YouTube and other sites afford virtually unrestricted worldwide platforms from which to make accusations, leak information and manufacture false narratives. Founded or unfounded, the results can be devastating for individuals and corporations.

In this article understand:

  • The Anatomy of a Social Media Crisis
  • A Tale of Two Crises: United Airlines vs. Google
  • Understanding Social Media Mob Psychology
  • Psychology-Based Crisis Communications

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