How to manage an online social media crisis

27 01 2012

In 2010 Greenpeace launched a campaign criticizing Nestlé for using palm oil companies that allegedly destroy Indonesian rainforest and threaten Orangutan habitat.  Nestlé’s response to the accusations were unsuccessful and led Breakthrough Communications to write an article on how to respond to crises properly.

Some of their tips were to:

Develop a Social Media Strategy

Establish the Ground Rules for Dialogue

Monitor Social Networks

Recruit Allies

Respond Quickly

Tailor Your Response to the Situation

Direct the Discussion

Don’t Be Defensive

Build Bridges

To see the full article go to:




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