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Social media and crisis response Steelhenge Consulting, a provider of crisis response exercises and crisis communications training, has reported a significant increase in the number of companies requesting a specialised social media component in their crisis response training. With the growing use and influence of social media and sites such as Twitter, Facebook and YouTube changing the speed at which breaking news can travel around the world, the use of social media can play a significant role in the evolution of a crisis. Forward thinking companies are increasingly aware of this and requesting training in the management and potential use of social media in their crisis response. "A comprehensive communications and media response element has been part of our crisis response exercises for some years now, but we're noticing that more of our customers are requesting specialised social media components in the crisis communications training that we offer," said Isobel Nicholas, director of Communications for Steelhenge. "Many have seen how discussion on Twitter and other social networks has been filtering into national and international news coverage, and are, quite rightly, seeking the best training to be able to handle the latest forms of global communication." "The US Airways flight 1549, which landed in the Hudson River in early 2009 is an excellent example of the critical role social media can play in a crisis," said Drew Gibson, Social Media and Crisis Communications expert at Steelhenge. "Eyewitnesses were taking pictures with their phones and uploading them to Twitter, meaning the images and news of the event were being watched and discussed in the public domain probably before the companies involved even knew about the outcome of the landing. It took just under four minutes for the events to start unfolding on Twitter, whilst CNN took over 15 minutes to break the story. That," Drew concluded, "demonstrates how swiftly reaction and commentary can begin following an incident, and why we are ensuring that sound, strategic and practical social media crisis communications are included in our crisis response training." •Date: 24th Feb 2011 • Region: UK/World •Type: Article •Topic: Crisis management |
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