Comments on: What they don’t teach you at Harvard Business School … about crisis management and social media http://www.fumoir.com/2009/11/15/what-they-dont-teach-you-at-harvard-business-school-about-crisis-management-and-social-media/ Sit back, chat, and light(en) up about marketing, disruption, innovation and the Web Thu, 19 Nov 2009 06:43:36 +0000 hourly 1 http://wordpress.org/?v=3.0 By: What They Don’t Teach You At Harvard Business School … About … http://www.fumoir.com/2009/11/15/what-they-dont-teach-you-at-harvard-business-school-about-crisis-management-and-social-media/comment-page-1/#comment-371 What They Don’t Teach You At Harvard Business School … About … Thu, 19 Nov 2009 06:43:36 +0000 http://www.fumoir.com/?p=279#comment-371 [...] How Maclaren is using social media as part of its crisis management strategy for its stroller /buggy recall , with reference to the Harvard Business Review.This Post [...] [...] How Maclaren is using social media as part of its crisis management strategy for its stroller /buggy recall , with reference to the Harvard Business Review.This Post [...]

]]> By: Ashley Lim http://www.fumoir.com/2009/11/15/what-they-dont-teach-you-at-harvard-business-school-about-crisis-management-and-social-media/comment-page-1/#comment-367 Ashley Lim Mon, 16 Nov 2009 02:12:13 +0000 http://www.fumoir.com/?p=279#comment-367 Hi Ivan, you are right, my take on this is that HBS case studies have not caught up with the furious pace of development of Social Media. :) Word of mouth is stronger than before due to the ubiquitous presence of supporters/detractors online. The first step of the digital strategy is naturally to listen for insights, which is where my company Brandtology (http://www.brandtology.com) comes in. We provide multilingual capabilities for global companies. In addition, one huge problem of listening is the amount of irrelevancy/inaccuracy of sentiment analysis, which is not a problem for us because we have trained professionals to ensure high accuracy/relevancy of results for our clients. Hi Ivan, you are right, my take on this is that HBS case studies have not caught up with the furious pace of development of Social Media. :) Word of mouth is stronger than before due to the ubiquitous presence of supporters/detractors online.

The first step of the digital strategy is naturally to listen for insights, which is where my company Brandtology (http://www.brandtology.com) comes in. We provide multilingual capabilities for global companies.

In addition, one huge problem of listening is the amount of irrelevancy/inaccuracy of sentiment analysis, which is not a problem for us because we have trained professionals to ensure high accuracy/relevancy of results for our clients.

]]> By: William F. MacKay http://www.fumoir.com/2009/11/15/what-they-dont-teach-you-at-harvard-business-school-about-crisis-management-and-social-media/comment-page-1/#comment-366 William F. MacKay Mon, 16 Nov 2009 01:20:32 +0000 http://www.fumoir.com/?p=279#comment-366 Good advice. Thanks. Unfortunately many organizations have not fully understood the implications, negative and positive, of social media on crisis management. It will be interesting to see if you get any replies from the education organizations. Good advice. Thanks. Unfortunately many organizations have not fully understood the implications, negative and positive, of social media on crisis management. It will be interesting to see if you get any replies from the education organizations.

]]> By: Ivan Croxford http://www.fumoir.com/2009/11/15/what-they-dont-teach-you-at-harvard-business-school-about-crisis-management-and-social-media/comment-page-1/#comment-364 Ivan Croxford Sun, 15 Nov 2009 14:37:15 +0000 http://www.fumoir.com/?p=279#comment-364 Yes, as you say Alex a very tough case - highly emotive and a legal minefield. It feels like one of those moments that can knock a company off its course for years, if it's not handled well. And by 'well', I mean that has to include customer engagement through all the media the Web offers today - not easy to do, not guaranteed to work, but not optional either. Great blog post by the way! Yes, as you say Alex a very tough case – highly emotive and a legal minefield. It feels like one of those moments that can knock a company off its course for years, if it’s not handled well. And by ‘well’, I mean that has to include customer engagement through all the media the Web offers today – not easy to do, not guaranteed to work, but not optional either. Great blog post by the way!

]]> By: Alex Hawkinson http://www.fumoir.com/2009/11/15/what-they-dont-teach-you-at-harvard-business-school-about-crisis-management-and-social-media/comment-page-1/#comment-363 Alex Hawkinson Sun, 15 Nov 2009 13:57:49 +0000 http://www.fumoir.com/?p=279#comment-363 Interesting and thoughtful post, Ivan. This is a particularly tough case since babies are involved but you'd think they would take one look at the fiasco that Motrin experienced around "Motrin Moms" and then follow your recommendations to the letter. I wrote about a related topic this week on SMT titled "Why Customer Service is The New Marketing" http://www.socialmediatoday.com/SMC/141797. The comments surface the fact that a lot of companies still don't understand how big of an accelerator the web has become for both positive and negative customer momentum. Interesting and thoughtful post, Ivan. This is a particularly tough case since babies are involved but you’d think they would take one look at the fiasco that Motrin experienced around “Motrin Moms” and then follow your recommendations to the letter.

I wrote about a related topic this week on SMT titled “Why Customer Service is The New Marketing” http://www.socialmediatoday.com/SMC/141797. The comments surface the fact that a lot of companies still don’t understand how big of an accelerator the web has become for both positive and negative customer momentum.

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