in addition, social convergence (mobile tech + social networks) means that someone is always watching you ... or at least has the mean to tape (videotape too) what you're doing ... catch their actions for posterity.
There is no way to avoid crises ... people make mistakes, have lapses of judgment ... and they get caught on tape or called out online.
Now, when you do something dumb in a deliberate manner, in front of cameras ... then you're asking for trouble:
You know you're really in trouble when your boss has to apologize on your behalf and behalf of the whole organization:
Online mistakes can equally be as painful:
That particular tweet prompted this apology:
A fantastic top 20 list of online/social media mistakes can be found here.
A few of lessons here:
- dust off your crisis comms plan and exercise regularly
- train your people and then train them again
- bring awareness of the social convergence and the challenges it brings to anyone who interacts with the public