Eloise Kon-yu

I'm a marketing and PR student with a part time job as a social media director and waitress! I'm a lover of food, art and design!

[Eloise Kon-yu @EloiseKon]

@ReneeRalph5 yes! debriefing will allow your firm to not make the same mistakes again, learn from what went wrong and what was successful in managing the crisis. A debrief will also be an opportunity for different people within the company to share their opinions on the issue.

[Eloise Kon-yu @EloiseKon]

@ReneeRalph5 a big no! Each platform has a different audience, different way of dealing and responding to crisis.

[Eloise Kon-yu @EloiseKon]

@ReneeRalph5 I think number 4 is always the best option. Apologising sincerely and taking it to a private message will publicise the issue less and also potentially get the consumer to retract their comment.

[Eloise Kon-yu @EloiseKon]

@ReneeRalph5 1. never ignore them
2. apologise to find a solution
3. don't make any false promises, but authentic
4. be professional
5. take it out of the spotlight and private personalise message
6. learn from mistakes

[Eloise Kon-yu @EloiseKon]

@ReneeRalph5 I agree! How consumers view your brand is the most important factor of any business!

[Eloise Kon-yu @EloiseKon]

@ReneeRalph5 Corporate reputation is the collective representation of a company built up overtime through performance, behaviour, trustworthiness, credibility and social responsibility. In this digital age, firms must be exceedingly careful as one bad move can tarnish a reputation in minutes!

[Eloise Kon-yu @EloiseKon]

@ReneeRalph5 Depends on the objective of the social media account however is the amount of shares, influencer interaction, likes, comments, the overall sentiment.

[Eloise Kon-yu @EloiseKon]

@ReneeRalph5 #curtintms

[Eloise Kon-yu @EloiseKon]

@ReneeRalph5 1. Contain problem
2. Define it
3. Centralise flow of info
4. Isolate crisis communication team
5. Plan for worst case
6. Don't depend on 1 person - work together
7. Resist the aggressive instinct
8. Understand media/journalist
9. Remember key stakeholders
10. Identify allies

[Eloise Kon-yu @EloiseKon]

@ReneeRalph5 Acute crisis is when an issue arises unexpectedly. Chronic crisis is when an issue arises due to poor management of a problem, leading to alternate consequences.

[Eloise Kon-yu @EloiseKon]

@taylor_duck1999 @ReneeRalph5 I agree to this statement! I think if theirs something you are not happy with, you can always private message the company and hope they take your recommendations or complaints into consideration! #curtintmschat

[Eloise Kon-yu @EloiseKon]

@ReneeRalph5 #curtintmschat Growing up around small business owners, I know the effects of harsh/negative comments. Therefore the reasons I post is usually to promote or give praise to small businesses, rather than to provide negative feedback.

[Eloise Kon-yu @EloiseKon]

@ReneeRalph5 #curtintmschat to build a strong participatory culture you really need to understand your audience. There is so much content produced online. For a brand's creations to stand out and encourage online participation they need to appeal to their audience and be creative!

[Eloise Kon-yu @EloiseKon]

@ReneeRalph5 #curtintmschat An audience can definitely be a co-creator of a story and a brand. How an audience reacts to a brand online can really change other consumer perceptions. It can also influence change in the brand.

[Eloise Kon-yu @EloiseKon]

@ReneeRalph5 #curtintmschat Instagram, TikTok, Facebook, Twitter, LinkedIn - all these platforms can communicate a brands story and enhance their virtual storefront. These platforms create a community, a creative visual representation that engages consumers and builds community relationships.

[Eloise Kon-yu @EloiseKon]

@adif0709 @ReneeRalph5 I also didn't know much about what participatory culture was before #curtintmschat. I definitely heard the term come up, but never knew the meaning to it.

[Eloise Kon-yu @EloiseKon]

@ReneeRalph5 #curtintmschat Participatory culture is about creating and sharing your own creations with low barriers to artistic expression. It a way for brands to engage their audience and socially connect with others freely.