Food Truck Follies: 5 Ways To Avoid A Government Caused Issue

The Cupcake Truck is having trouble with the city of Denver. What you can learn.

I love food trucks.  They have cheap, convenient eats that have food that’s often better than most restaurants.  One of my favorites here in Denver is the Cupcake Truck.

Unfortunately they’re having a problem with the City of Denver.  Apparently, the City of Denver doesn’t know how to deal with these food trucks or the temporary traffic that comes with them.

As a result, these food trucks are finding themselves in a crisis situation that may or may not be of their own doing.  Because there is a gray area here, however, no one is sure who is to blame for this problem.

Now, I’m not here to take sides, but this dispute can serve as a lesson to every business on how to minimize the possibility of  a clash with your local government officials.  Here are 5 tips to help you avoid a crisis situation involving city government.

DOT YOUR I’s & CROSS YOUR T’s

If you want to do business in a city, you need to get down to city hall and talk with more than one person about what forms and licences you need to operate legally.   When picking up forms, make sure to ask as many questions as possible. Get a name and number of someone you can contact whenever you have further issues you need to address.  You see, the more informed you are about how city government deals with your profession, the better able you are to handle interactions with government official in a positive manner.

JUMP THROUGH EVERY HOOP NECESSARY

Generally speaking, governments solve problems by making new rules.  These rules may seem frivolous to you, but to other folks they might be essential.  Make sure you follow every rule and regulation.  Anything you ignore, or miss opens you up to getting in trouble with your city.  You don’t want that.

KEEP CURRENT

A judge once told me that “ignorance isn’t an excuse.”  I hated hearing it, but it’s true.  Laws don’t happen overnight.  If you don’t pay attention to how a government is dealing with your industry, you will get burned.  Keeping current on your industry’s regulations will ensure you don’t run afoul of your local government.  Keeping city officials happy will make you happy.

ALWAYS LOOK ON THE BRIGHT SIDE OF LIFE

Look.  No one likes to deal with government bureaucracy.  It is tedious, repetitive, and time consuming.  The problem, however, is that if you want to work in a city, you have to deal with it.  The quicker you understand this, the better off you’ll be.   Make sure you deal with everyone in a positive manner.  If you are in a positive mind frame when dealing with people, even bureaucrats, they will be positive.  And positive people tend to be more helpful, which is nice when your dealing with a government agency.

HAVE A PLAN B

Keep your options open.  You never know what may happen when dealing with local government.  They may have a good reason for shutting you out of operating in their city.  If you have a backup plan, the frustration of running in to that brick wall won’t be as devastating.  Additionally, a good backup plan might give your local officials a reason to rethink their policies toward your type of business.

Now, I’m not saying that the Denver food trucks didn’t follow these steps.  What I’m telling you is you can never do too much to satisfy a bureaucracy.  So follow these 5 tips and avoid those government hassles.

Hope this helps you out.

*(If you’re interested in hiring me you can go here to access my resume.)

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Crisis Communications Fail: How EA Sports’ Bad Public Relations Turned A Molehill into A Mountain

EA Sports made an error

I’d like to share with you a public relations nightmare I’m witnessing first hand.

When I have a bit of free time, I like to play online games.  My game of choice is Tiger Woods Online by EA Sports.  I like it because I can just fire it up on my browser without having to worry about any additional hardware.   The problem is, I can’t just reset it when there’s a glitch.

Like today.

See, with online games, the developers feel that if the game isn’t constantly updated, people will get bored and they’ll lose their jobs.  For EA Sports this means an update every week or so.

Now it’s a good thought to keep the game fresh, but in reality more updates means more glitches that need fixin’.  In this case the glitch is that no one can play any of the tournaments, which is why we play in the first place.

To fully understand the issue I’ve posted a bit of the timeline for the announcement of the update.  It starts with…

11/15/2010 15:06:14            Subject:Weekly Update – 11/16/10
Excellent right?  But shortly after comes this message from a player.
11/16/2010 05:37:02          Subject:Re:Weekly Update – 11/16/10
URGENT – Since update, cannot load tournaments. Load stopping at confirming log in. Please check this out.
Now that’s a problem, but I’m sure that a huge company will be all over this issue, letting us know what’s happening. 

Ummmmm.  Let’s fast forward MORE THAN 24 HOURS LATER.

11/17/2010 06:37:12              Subject:Re:Weekly Update – 11/16/10
I cant play in Full screen now either. Longest drive missing from Friends’ contest, no EXP from making the cut, cant play tourneys, etc…. How is this an update? Maybe the reason we havent heard from EA is because they are working on a fix
Well yes, I’m sure they are working on a fix.  But I’m afraid the damage has been done. 

Why?

Simply put, a company must never, ever, neglect their customers.  This means you need to keep them updated.  Always.

I know.  I can hear it now.  “But they’re in the middle of a crisis.”

Doesn’t matter.  In fact, it is critical that you utilize your public relations during a crisis in order to keep your customers informed.

Let me explain.

What makes a crisis so bad for a company?  It’s the uncertainty.  How bad is the problem?  Is there anything that can be done?  Who’s working on this?  When will things get back to normal?  People need reassurance that a company is working to fix whatever problem they’re having or else they panic.  Or get angry.

When people don’t hear from a company like EA Sports about a problem for more than 24 hours, uncertainty creeps in and people start coming to their own conclusions about what’s happening.  And that’s always bad news for the company.

How do you stop it?  You keep people updated.  Frequently.  You let them know what the issues are.  What problems you’re having, and most importantly, what you’re doing to fix it.

You control the message.  EA Sports didn’t do this and it’s killing them.

Is EA Sports working to try and fix this?  I’m sure they are.  But how do we know?  We don’t and now people are posting things like this….

The lack of a fix in 24 hours is bad enough, but what is losing me as a supporter of EA is the total lack of response in 24 hours.  Not a word… NOTHING. As many have said before this post, this failure to communicate is totally UNACCEPTABLE. 

I don’t post here often because I’ve felt some progress has been being made but this incident shows that I’ve been a fool. What EA has failed to realize is that if you take the heroin away, a crack dealer will soon fill the void. And right now I’m Jones-in for a game and will be checking out the other new golf options. Thanks, EA, for cutting me off….

And come renewal time, my one subscription won’t make them pay attention…. but if we get 1,000 of us organized and ready to boycott come April, well I guarantee you $50,000 worth of subscriptions will make someone start paying attention….

I’m done enabling EA’s crap behavior and poor decisions..gonna see some tough love from now on until they kick their bad habits with TWO members.

The goal is 1,000. Count off.

1.

Yikes. 

If only they had kept their customers informed.  A simple lesson, so expensively learned.

So a lesson for all you businesses that may face a crisis in the future (that’s pretty much all of you).  Don’t neglect your public relations in a crisis.  Customers understand mistakes.  All they want is some reassurances that you care and that you’re trying to make things better.

If you don’t give them that, well they’ll go to someone who will.

*(If you’re interested in my services you can go here for more information.)

Crisis Communications Fail: How EA Sports' Bad Public Relations Turned A Molehill into A Mountain

EA Sports made an error

I’d like to share with you a public relations nightmare I’m witnessing first hand.

When I have a bit of free time, I like to play online games.  My game of choice is Tiger Woods Online by EA Sports.  I like it because I can just fire it up on my browser without having to worry about any additional hardware.   The problem is, I can’t just reset it when there’s a glitch.

Like today.

See, with online games, the developers feel that if the game isn’t constantly updated, people will get bored and they’ll lose their jobs.  For EA Sports this means an update every week or so.

Now it’s a good thought to keep the game fresh, but in reality more updates means more glitches that need fixin’.  In this case the glitch is that no one can play any of the tournaments, which is why we play in the first place.

To fully understand the issue I’ve posted a bit of the timeline for the announcement of the update.  It starts with…

11/15/2010 15:06:14            Subject:Weekly Update – 11/16/10
Excellent right?  But shortly after comes this message from a player.
11/16/2010 05:37:02          Subject:Re:Weekly Update – 11/16/10
URGENT – Since update, cannot load tournaments. Load stopping at confirming log in. Please check this out.
Now that’s a problem, but I’m sure that a huge company will be all over this issue, letting us know what’s happening. 

Ummmmm.  Let’s fast forward MORE THAN 24 HOURS LATER.

11/17/2010 06:37:12              Subject:Re:Weekly Update – 11/16/10
I cant play in Full screen now either. Longest drive missing from Friends’ contest, no EXP from making the cut, cant play tourneys, etc…. How is this an update? Maybe the reason we havent heard from EA is because they are working on a fix
Well yes, I’m sure they are working on a fix.  But I’m afraid the damage has been done. 

Why?

Simply put, a company must never, ever, neglect their customers.  This means you need to keep them updated.  Always.

I know.  I can hear it now.  “But they’re in the middle of a crisis.”

Doesn’t matter.  In fact, it is critical that you utilize your public relations during a crisis in order to keep your customers informed.

Let me explain.

What makes a crisis so bad for a company?  It’s the uncertainty.  How bad is the problem?  Is there anything that can be done?  Who’s working on this?  When will things get back to normal?  People need reassurance that a company is working to fix whatever problem they’re having or else they panic.  Or get angry.

When people don’t hear from a company like EA Sports about a problem for more than 24 hours, uncertainty creeps in and people start coming to their own conclusions about what’s happening.  And that’s always bad news for the company.

How do you stop it?  You keep people updated.  Frequently.  You let them know what the issues are.  What problems you’re having, and most importantly, what you’re doing to fix it.

You control the message.  EA Sports didn’t do this and it’s killing them.

Is EA Sports working to try and fix this?  I’m sure they are.  But how do we know?  We don’t and now people are posting things like this….

The lack of a fix in 24 hours is bad enough, but what is losing me as a supporter of EA is the total lack of response in 24 hours.  Not a word… NOTHING. As many have said before this post, this failure to communicate is totally UNACCEPTABLE. 

I don’t post here often because I’ve felt some progress has been being made but this incident shows that I’ve been a fool. What EA has failed to realize is that if you take the heroin away, a crack dealer will soon fill the void. And right now I’m Jones-in for a game and will be checking out the other new golf options. Thanks, EA, for cutting me off….

And come renewal time, my one subscription won’t make them pay attention…. but if we get 1,000 of us organized and ready to boycott come April, well I guarantee you $50,000 worth of subscriptions will make someone start paying attention….

I’m done enabling EA’s crap behavior and poor decisions..gonna see some tough love from now on until they kick their bad habits with TWO members.

The goal is 1,000. Count off.

1.

Yikes. 

If only they had kept their customers informed.  A simple lesson, so expensively learned.

So a lesson for all you businesses that may face a crisis in the future (that’s pretty much all of you).  Don’t neglect your public relations in a crisis.  Customers understand mistakes.  All they want is some reassurances that you care and that you’re trying to make things better.

If you don’t give them that, well they’ll go to someone who will.

*(If you’re interested in my services you can go here for more information.)

The Self-Inflicted Crisis: Six Things You Can Learn From Pinnacol Assurance’s PR Blunder

Self-Inflicted mistakes hurt the worst

As a public relations person, I like to think of myself as an “image advocate.”  Essentially, that means I work to publicize anything you do well and try to minimize any bad press.  What a lot of PR and business people don’t understand, however, is that an “image advocate” also needs to protect a business from itself.  Many times this means letting a client know, in no uncertain terms, that they are responsible for their own bad press and that they need to change the way they do things on every level.

The problem is that businesses don’t seem to like getting that type of advice.  They don’t understand that public relations isn’t just about media relations.  It’s about customer relations, employee relations, and community relations.  Heck, any relations you have as a business falls under PR, and when a business is screwing it up they need to fix it.  Or face the repercussions.

Think I’m blowing smoke?  Ask Pinnacol Assurance.

You see, Pinnacol Assurance has had some public relations trouble in its past.  All of it self-inflicted.  You would have thought, after all that nonsense, that Pinnacol would have made sure to fix some things to try and stay out of the media’s cross-hairs.

You’d be wrong.  From 7News in Denver.

DENVER — The state’s largest worker’s compensation insurance company denied a Denver man’s claim, celebrating the denial in e-mails, a CALL7 Investigation found.

Workers comp provider Pinnacol Assurance lost a lawsuit by Michael Schuessler claiming the company improperly denied his claim.

Incredible.

What is most egregious is not that the workers were celebrating the denials, but that there was no one inside the company with the public relations sense to try and stop this kind of stuff in the first place.  Now, Pinnacol Assurance will be, justly, raked over the coals for the second time in roughly six months.

And it could have been prevented.

Don’t make the same error Pinnacol Assurance made.  Here are six things that a company can do to recover from a self-inflicted crisis.

APOLOGIZE AND THANK

A company that has been through a self inflicted crisis will never truly get over it.  Nor should they.  Ten years from now, Pinnacol will still be hearing from people about this mess.  They must continue to apologize to people, and thank them for remembering.  Why?  Because each time  Pinnacol’s mistakes are brought up, it creates an opportunity to explain how they have changed.  If a business has changed and has embraced their past, there is an opportunity to regain some of that lost trust.

DO A COMMUNICATIONS AUDIT

If a company like Pinnacol is so tone deaf in one area of their company, chances are they’re tone deaf in lots of areas.  You need to look at every part of your company to see what can be done better.  Not only will you see where your problems are, but you’ll quickly see your strengths as well.  Once you have that, you can understand the true scope of your problems and get to work fixing them.

TAKE A FRESH LOOK

One of the main issues all industries have is the dreaded “echo chamber.”  There are things we do that seem normal to us, but to someone from the outside it may seem offensive.  I’m quite sure that many insurance companies, who must deal with, and deny, millions of claims a year can act quite callous about it.  It’s a tool for coping.

You must bring in someone from the outside to give you a fresh look at your procedures.  They can show you areas where you need repairs that you didn’t even think of.  Plus it will give you credibility by showing that you are serious about fixing your problems.

FIX PROBLEMS

This seems silly but you’d be surprised how many businesses think that because the spotlight is no longer shining on them they can go back to business as usual.  This will only turn that one day story into a six month story (Read more about that here).  You must understand that once you are involved in a self-inflicted crisis, you are on the media’s radar.  Anything other problems will send the press back to you in a heart beat.  You don’t want that.

Any problems you find have to be fixed, and fixed properly.

KEEP EMPLOYEES INVOLVED

A key thing to understand about Pinnacol Assurance’s latest gaffe is that the employees didn’t understand they were connected to the earlier problems.  That disconnect caused the current screw-up.  When you have a crisis, you must let your employees know that they are affected, but they are also part of the solution.  When employees have ownership of a company’s solution, they will be much more likely to act proactively to fix problems they might encounter.  The more people looking for problems to fix, the better.

NEVER FORGET

If you’ve been involved in a self-inflicted crisis, you know.  The lack of sleep, the heartburn, the worry, and the shame.  No one likes to go through that.   So remember, every day, about how bad that was and you will be much more likely NOT to repeat your mistakes.

Pinnacol Assurance is going through a terrible time right now, and they have no one to blame but themselves.  They will be hurt from this.  But if they take this advice and move forward, they will survive and come out a much better company.

And that, really, is what “image advocacy” is all about.  Making companies better so that there is more good news to celebrate.

*(If you’re interested in my services you can go here for more information.)

The Self-Inflicted Crisis: Six Things You Can Learn From Pinnacol Assurance's PR Blunder

Self-Inflicted mistakes hurt the worst

As a public relations person, I like to think of myself as an “image advocate.”  Essentially, that means I work to publicize anything you do well and try to minimize any bad press.  What a lot of PR and business people don’t understand, however, is that an “image advocate” also needs to protect a business from itself.  Many times this means letting a client know, in no uncertain terms, that they are responsible for their own bad press and that they need to change the way they do things on every level.

The problem is that businesses don’t seem to like getting that type of advice.  They don’t understand that public relations isn’t just about media relations.  It’s about customer relations, employee relations, and community relations.  Heck, any relations you have as a business falls under PR, and when a business is screwing it up they need to fix it.  Or face the repercussions.

Think I’m blowing smoke?  Ask Pinnacol Assurance.

You see, Pinnacol Assurance has had some public relations trouble in its past.  All of it self-inflicted.  You would have thought, after all that nonsense, that Pinnacol would have made sure to fix some things to try and stay out of the media’s cross-hairs.

You’d be wrong.  From 7News in Denver.

DENVER — The state’s largest worker’s compensation insurance company denied a Denver man’s claim, celebrating the denial in e-mails, a CALL7 Investigation found.

Workers comp provider Pinnacol Assurance lost a lawsuit by Michael Schuessler claiming the company improperly denied his claim.

Incredible.

What is most egregious is not that the workers were celebrating the denials, but that there was no one inside the company with the public relations sense to try and stop this kind of stuff in the first place.  Now, Pinnacol Assurance will be, justly, raked over the coals for the second time in roughly six months.

And it could have been prevented.

Don’t make the same error Pinnacol Assurance made.  Here are six things that a company can do to recover from a self-inflicted crisis.

APOLOGIZE AND THANK

A company that has been through a self inflicted crisis will never truly get over it.  Nor should they.  Ten years from now, Pinnacol will still be hearing from people about this mess.  They must continue to apologize to people, and thank them for remembering.  Why?  Because each time  Pinnacol’s mistakes are brought up, it creates an opportunity to explain how they have changed.  If a business has changed and has embraced their past, there is an opportunity to regain some of that lost trust.

DO A COMMUNICATIONS AUDIT

If a company like Pinnacol is so tone deaf in one area of their company, chances are they’re tone deaf in lots of areas.  You need to look at every part of your company to see what can be done better.  Not only will you see where your problems are, but you’ll quickly see your strengths as well.  Once you have that, you can understand the true scope of your problems and get to work fixing them.

TAKE A FRESH LOOK

One of the main issues all industries have is the dreaded “echo chamber.”  There are things we do that seem normal to us, but to someone from the outside it may seem offensive.  I’m quite sure that many insurance companies, who must deal with, and deny, millions of claims a year can act quite callous about it.  It’s a tool for coping.

You must bring in someone from the outside to give you a fresh look at your procedures.  They can show you areas where you need repairs that you didn’t even think of.  Plus it will give you credibility by showing that you are serious about fixing your problems.

FIX PROBLEMS

This seems silly but you’d be surprised how many businesses think that because the spotlight is no longer shining on them they can go back to business as usual.  This will only turn that one day story into a six month story (Read more about that here).  You must understand that once you are involved in a self-inflicted crisis, you are on the media’s radar.  Anything other problems will send the press back to you in a heart beat.  You don’t want that.

Any problems you find have to be fixed, and fixed properly.

KEEP EMPLOYEES INVOLVED

A key thing to understand about Pinnacol Assurance’s latest gaffe is that the employees didn’t understand they were connected to the earlier problems.  That disconnect caused the current screw-up.  When you have a crisis, you must let your employees know that they are affected, but they are also part of the solution.  When employees have ownership of a company’s solution, they will be much more likely to act proactively to fix problems they might encounter.  The more people looking for problems to fix, the better.

NEVER FORGET

If you’ve been involved in a self-inflicted crisis, you know.  The lack of sleep, the heartburn, the worry, and the shame.  No one likes to go through that.   So remember, every day, about how bad that was and you will be much more likely NOT to repeat your mistakes.

Pinnacol Assurance is going through a terrible time right now, and they have no one to blame but themselves.  They will be hurt from this.  But if they take this advice and move forward, they will survive and come out a much better company.

And that, really, is what “image advocacy” is all about.  Making companies better so that there is more good news to celebrate.

*(If you’re interested in my services you can go here for more information.)

The Sun Will Come Out Tomorrow, Dude: An Aspen Snowboarder Helps To Explain the Secret to Successful Crisis Communications

Mitch Reed in a happier moment

Before I was a P.R. pro for hire (go here if you’re interested), I spent a lot of years working as a reporter.  Back then, it felt like winning the lottery when a story like this one from the Aspen Daily News fell into our laps.

A local man has confessed to stealing hundreds of copies of the Aspen Daily News and The Aspen Times from newspaper boxes throughout the valley last Friday morning.

Mitch Reed, 23, said he drove around to various newspaper boxes about 7:30 a.m. Friday, removing copies of both newspapers in an attempt to spare embarrassment to a buddy who was in that day’s police blotter in both publications.

You see, anytime I could take a one day story and turn it into a two day story, well, that was just awesome.  Now I think  the opposite.  How can I keep that one day story from spilling over to tomorrow, and tomorrow, and tomorrow.

Well, thanks to Mr. Reed, and his honorable stupidity, anyone can learn the secret to crisis communications success. Here are four things Mr. Reed didn’t do that you should to minimize a crisis.

TAKE A BREATH AND THINK

I  know this seems obvious, but you’d be surprised how hard it is to stay rational in a crisis.  Take a minute to gather yourself and think about what the worst possible outcome could be.

Take Mitch here (may I call you Mitch?).  It’s obvious that he saw the looming problem that was his friend showing up in the Aspen Daily News police blotter, and freaked out.  If he had chilled out for a sec, he might have seen that, while showing up in the blotter is bad, there are worse places for your name to show up in a paper.  Like the front page.

Giving yourself a second to breathe and think will give you a chance to see the crisis in its proper perspective.  Mitch didn’t do this.

ASSESS YOUR OPTIONS

Once you have a grasp of the problem you face, you can now start figuring out the best ways to fix it.  Come up with as many solutions as possible and follow them to their probable conclusion.  Choose the one that gives you the best chance to minimize the damage.

Had Mitch done this, he might have seen that, yes, stealing all the newspapers in Aspen is a possible solution.  Is it the best option to try and keep a buddy’s name out of the spotlight?  I’m thinking NO.  Perhaps helping his buddy work on explaining himself and apologizing to people that actually brought it up might have been a better choice, but that’s just me.

DON’T COVER UP

There is one hard and fast rule about crisis communications that no one ever seems to learn.

Never, Never, Never try to cover up bad news.

Ask Nixon.  If a reporter thinks that you’re hiding something they are gonna investigate.  They will find the truth, do a story on the cover up then do more research into what else are you possibly hiding.  Maybe they ask ex-employees about you.  You know, the one you fired who said you’d regret it one day?

In Mitch’s case, he didn’t understand the when folks don’t get their papers, they complain to that paper.  When hundreds of people complain, they investigate.  Then they write another article talking about Mitch while mentioning his friend’s name in the blotter.  I bet more people read that blotter now.

WEATHER THE STORM

It’s never fun when bad stuff happens, but the one thing you need to remember is this.  Hit it Annie

You will get passed this crisis.  And how you handle it will tell everyone as much about your company as any problem you might have had.

So thank you Mitch.  You’ve done all of us an invaluable service.  You have illustrated that turning a small problem into a bigger one is exactly the wrong way to deal with a crisis.

Instead, take a breath, assess your options, never cover up, and weather the storm.  You do this and that bad story they wrote about you today will be forgotten tomorrow.

Think Social Media Isn’t Powerful? “The Cam Newton Effect” and Three Social Media Lessons You Can Learn From It

 

The player at the center of it all, Cam Newton

Cam Newton, for the non-sports enthusiast, is the starting quarterback for the Auburn Tigers football team.  He is the favorite to win the Heisman Trophy as the best football player of the year.  He is also facing allegations that he received money to attend Auburn University, a big no-no.  If it is proved he took money, any game he plays in will have to be forfeited.

 

Wednesday, a tweet went out quoting ESPN’s Ian Fitzsimmons saying that Newton would not be playing this week against Georgia.  Here’s what happened next, from Jeff Schultz of the Atlanta Journal Constitution.

There was story and multiple messages on Twitter earlier Wednesday that referenced an ESPN Dallas report that Newton was on the verge of being suspended, possibly within “three to four hours.”

So what happens?  Legal sports books in Las Vegas, unsure about the validity of the information and seeing millions of dollars suddenly being bet on the underdog Georgia, were forced to stop taking bets on the game.  Costing those sports books even more millions.

One problem though,

In fact, the ESPN reporter, Ian Fitzsimmons, says he was misquoted, that all he said was a story like this can change in three or four hours.

Oops!

Here are three lessons you must learn from “The Cam Newton Effect.”

SOCIAL MEDIA IS A POWERFUL TOOL, BUT JUST A TOOL

Social media is a powerful tool, but just a tool

 

Social media is a tool that can be used to help or hurt your company.  Using social media effectively can help you spread good news about your company very quickly.  It can also spread bad or false news about your company very quickly. There was no fact checking on the Cam Newton allegations, but that didn’t matter.  Social media doesn’t know what’s true, or what you meant to say.  You, and you alone must take responsibility for making sure the right messages get publicized with social media.

 

If you have a plan, you won't need this

YOU MUST HAVE A SOCIAL MEDIA CRISIS PLAN

 

If something comes out on social media about your company that’s incorrect, or reflects poorly on you, there will be no time to figure out how to deal with it.  You literally have minutes. You must have a plan that you can implement right away to minimize any damage.  The elapsed time from the first Twitter about Cam Newton until Las Vegas was forced to stop taking bets was about four hours.  Four hours.  You have to be prepared with a social media crisis plan.

YOU MUST BE USING SOCIAL MEDIA TO LISTEN

If you are not monitoring social media right now to find out what is being said about you and your company, you could be letting bad information fester and grow like a cancer.   You wouldn’t let false information about your company be circulated at a dinner party you were attending, why would you ignore it online?  The damage that can happen to a company in just one day from bad online information could be titanic.  The best part is it’s really not that hard to monitor.  Here’s how.

Listen up...social media's talking about you

 

Additionally, I use Yoono on my browser.  It gives me a side browser that lets me see all my social media accounts in one stream.  It’s constantly running and updating while I’m online.  A pretty handy tool if you ask me.

“The Cam Newton Effect” illustrated how powerful social media has become.  But as Spider-man’s uncle said “with great power comes great responsibility.”   I hope these tips help you to understand just how important that responsibility is to your company.