Bridget Tombleson

We wrote a new @edXOnline MOOC to help you with your personal brand. It’s suitable for many people so check it out tinyurl.com/ftz4tkp4

Want to know more about #digitalstorytelling ? That’s great because @KatharinaWolf and I wrote a book for you. You can check out our new book, Digital Storytelling for Brands here amzn.asia/d/7geFF6L

It is almost the weekend, let's hope some of that good weather continues #curtindigipr

Okay students, that's all for today. Make sure you've done the modules for your crisis simulation next week #curtindigipr fun times, I promise

@sinyiwong_ yes but also be comfortable with communicating when you don't know all the details #curtindigipr

@runbeagle I think before giving any responses or actions to the crisis, it is better for us to really understand "the whole story". Because sometimes, when people assume things, it will only worsen the crisis. #curtindigipr

Responding online during an issue/crisis - are there times that are more critical than others? #curtindigipr

@sab1nee for that better to respond privately #curtindigipr

@runbeagle A recent example I can think of would be Kylie Allen's Tiktok in response to a customer complaining about her cake business. She responded quite hostile, which resulted in a major flashback for her and her business!

How might you handle negative comments for a brand? Any poor examples you've seen from brands #curtindigipr

@EmilyGiglia__ @MatthewGrieve6 You can't always do that - say there's an explosion and a journalist calls you - you don't know what caused it, how many casualities, if the building is safe...if you waited until you knew all that speculation would occur #curtindigipr

@runbeagle @MatthewGrieve6 Help manage reputation and gather all the facts before answering. #curtindigipr

@MatthewGrieve6 the data breach communication was slow and poor #curtindigipr

@runbeagle Depends on the sincerity of the negative comment, all sincere ones should be addressed and responded to. I've seen some pretty poor replies from Optus over the years. #CurtinDigiPR

@beau__ro definitely issues can/should be planned for...there are always those tricky ones that pop up still #curtindigipr

So first up what's your understanding of the difference between and issue and a crisis? #curtindigipr

@EmilyGiglia__ @MatthewGrieve6 acknowledgement can go a long way, even if you don't know all the information #curtindigipr

@runbeagle I agree with @MatthewGrieve6 and @ErikaSimones_123! Organisations need to respond quickly before more damage arises but sometimes organisations don't think and this causes more issues. Sometimes a simple response such as Tony Fernandes’ that is need to. #curtindigipr

@AyeeshaMcewan arrogant responses never work well - hire a PR professional #curtindigipr

@runbeagle I would take on board the comments and see if it can be applied as constructive feedback for the company - also not responding if they are not constructive. Rapture nightclub in perth handled an incident terribly a few years back! #curtindigipr

@ffsisthisoneok certainly not best practice these days - unless it breaks the law or the misinformation has serious implications #curtindigipr

@runbeagle I hate it when brands delete bad comments or reviews. It makes me think they have something to hide. Having an open forum for criticism is important for improving your business/brand/product. #curtindigipr

@AyeeshaMcewan where human life is at stake is the utmost importance (beyond shareholders and stakeholders) #curtindigipr

@runbeagle I think the bigger threat to the company’s reputation or if there are detrimental disasters that affect stakeholders and shareholders must be dealt with quicker than minor issues/crisis #curtindigipr

@ErikaSimons_123 very find balance online as waiting too long could be a matter of minutes #curtindigipr

@runbeagle Before responding, it’s important to decide whether you are the most informed person to answer, as well as analysing the space for a short period (following the company’s policy) before answering. Important not to wait to long so it doesn’t escalate. #curtindigipr

@MatthewGrieve6 Agree, always always worse if you are responding and great examples of slow communication were the Optus and Medibank data breaches #curtindigipr

@runbeagle During a crisis it's important to get the information out yourself first rather than have an outside party beat you to it, this helps you better set the pace and shows that the business is being proactive. #CurtinDigiPR

@ffsisthisoneok yes, hence timeliness is of essence and also misinformation could affect reputation and share price #curtindigipr

@runbeagle Yes, i believe there are times more critical. For example the collapse of Silicon Valley Bank where they had millions of their customers money at risk as well as the possibility of causing a run on other banks around the US. #curtindigipr

@brendaaa852 Apple is a good example as they are highly participatory online and created a community of creators and supporters #curtindigipr

@runbeagle Apple has a good reputation for producing high-quality, innovative, and modern design products. They maintain a good reputation by showing consistency in their products which leads them to build brand-customer trust and brand loyalty. #curtindigipr

What brands do you think have a 'good' reputation and why #curtindigipr

@beau__ro maybe get down to the beach and catch some waves #curtindigipr :)

Welcome students to Friday #curtindigipr chat. Who's online and what are you looking forward to this weekend?