The Truth about "Digital Crisis Communications"
Recent high profile online calamities experienced by notable brands are prompting discussion about the emergence of a new discipline: digital crisis communications. I understand that some people may believe the fundamental rules have shifted, thus necessitating a new approach to crisis planning and response. However, this is not the case. The fundamentals of crisis communications remain as relevant in an era of rapidly evolving media power structures as they have always been. That said, I am realistic enough to expect that digital crisis communications will probably catch fire because it captures the current zeitgeist. Social media has reached the tipping point, so more problems will be reported and discussed through online tools such as Twitter, YouTube, Facebook and whatever emerges in the next year to dethrone them. There will undoubtedly be all sorts of people who portray themselves as digital crisis …