Twitter has announced it will bring in functionality giving brands the control over who can view and reply to their tweets. This control is much needed to stop the abusive and harassing…
OUR BLOG
Human connections
What can we learn from #Sainsbey
Sainsbury’s knocked it out of the shopping trolley with its response to Beyonce’s Adidas x IVY PARK drop last week. If you haven’t read about it, the short version is that Queen…
Social media customer service: best practice for 2020
It may be a new decade, but what people see as excellent customer service remains the same. Customers are looking for speedy and effective solutions to their problems. They want to be…
Leave Community Engagement to specialists but with a role for PR
The role and responsibility for Community Management and who is best placed to service it has been a debate in the marketing industry for a while. When I read an article by…
The future of automation in a consumer world
If you’re looking for a good book to read this summer that covers AI technology and social media all set in a futuristic but very believable setting, then I have the book…
Preparing for a crisis: our simulation event in London
In a crisis you want to be as prepared as you possibly can. You’ve got your crisis plan, complete with holding responses. The team know their roles and responsibilities and your social…
Empathy in a crisis
When your brand is thrown into a crisis situation, it is expected your customers are going to be irritated, upset and angry. They will feel aggrieved about the situation, whether it is…
Break down silos during a crisis
During a crisis, it is vital the crisis team works together to ensure the organisation is operating as a single communications entity. However, it is common for the crisis communications team and…
Practical steps to successfully managing a crisis on social media
In today’s digital age, where everyone is a potential journalist, companies need to be prepared for a crisis. It is no longer a case of if a crisis will happen, but when…
Metro Bank and Whatsapp Panic
Metro Bank has had a few issues this year. According to This is Money, it “underestimated the riskiness of property loans”, and so its financial reserves weren’t as “robust” as it expected…