[S1 E5] How to Effectively Manage a Social Media Crisis

Barely a week goes by without one company or another attracting the ire of the mob on Twitter and Facebook. Brand trolling seems to have become an acceptable way to behave, causing no end of problems for the unwary and ill-prepared. In this episode of the Digital Download podcast, I talk to Tamara Littleton, CEO of both The Social Element and crisis simulation platform Polpeo, about the rise of brand trolling and how companies can best deal with and prepare for a social media crisis. Here's what you'll learn in this episode: Who the four adversaries you will encounter in a social media crisis are What categorises and motivates trolls and mobs What doxing and swatting are Why tone of voice, empathy and sincerity are so important in a crisis situation When and how to apologise How to tame the angry mob How to deal with issues concerning activists and influencers How to prepare for a social media crisis   Subscribe: Apple Podcasts I Android Podcast Apps I Email I RSS   Useful Links from Today's Show Friend or Foe? Navigating Online Adversaries from TEDx Doxing, trolling and ‘grossly offensive’ communications now illegal in the UK Swatting Over Call of Duty Game Results in Deadly Police Shooting from The Verge United Airlines Shows How to Make a PR Crisis a Total Disaster from CNN So You've Been Publicly Shamed by Jon Ronson Polpeo social media simulator   What to do Next I'd love to hear from you with any comments or thoughts. I read and reply to every single email, tweet or message. If you enjoyed today’s show, please email it to a friend and/or share it on your favourite social media channels. You might also want to check out Digital Download Membership, which is like having an army of expert mentors to turn to who keep you updated with the latest digital and social media developments and provide feedback and opinions on your ideas. And finally, it would also be very awesome and hugely appreciated if you'd be able to take a couple of minutes to leave an honest review and rating for the podcast on iTunes, as this helps others discover Digital Download. Thanks for listening!