How to deal with a social media crisis: lessons from Australia
Andrea Sophocleous
In the age of social media, "always on" communications and real-time marketing, brands have opportunities to engage consumers that were scarcely imaginable a decade ago. But the downside of this megatrend is that a crisis, whether big or small, can escalate with almost impossible speed across the web, as the word spreads among news organisations, bloggers and members of the public.
This latter subject came under particular scrutiny at ad:tech Melbourne in July 2013. And the advice given out to the conference audience would typically be...