Posts Tagged ‘crisis communication’

When tragedy strikes, take stock – and hit the social media pause button

Friday, December 21st, 2012

Photo of a thumb pressing the pause button on a remoteWhen the news broke of last Friday’s attack on a Newtown, Connecticut school, many people turned to social networks: some looking for news, others for comfort, and still others a forum to express themselves.

But amidst the flood of messages of concern, sympathy and anguish on Twitter, you could also see businesses blithely tweeting about deep discounts and holiday sales, and organizations asking their followers to retweet cute photos of cats. And they reaped a whirlwind of online anger over their callousness and insensitivity.

In most cases, though, callousness wasn’t the problem. Automation was. (more…)