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 areWhat categorises and motivates trolls and mobsWhat doxing and swatting areWhy tone of voice, empathy and sincerity are so important in a crisis situationWhen and how to apologiseHow to tame the angry mobHow to deal with issues concerning activists and influencersHow to prepare for a social media crisisSubscribe: Apple Podcasts I Android Podcast Apps I Email I RSS
Useful Links from Today’s Show
Friend or Foe? Navigating Online Adversaries from TEDxDoxing, trolling and ‘grossly offensive’ communications now illegal in the UKSwatting Over Call of Duty Game Results in Deadly Police Shooting from The VergeUnited Airlines Shows How to Make a PR Crisis a Total Disaster from CNNSo You’ve Been Publicly Shamed by Jon RonsonPolpeo social media simulatorWhat to do Next
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