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Apr 7, 2017 · ICYMI - April 6 Member Conference Call on Annual Conference

You can take the reporter out of the newsroom… but those old storytelling habits die hard! Thanks for inviting me to share some of the details; I’m excited about the lineup and very thankful to the planning committee members for bringing it all together.

Feb 6, 2017 · Free Webinar on Content Marketing Challenges in Strategy, Policy & Best Practices

Why, though Twitter of course! 🙂 He and I also connected at Content Marketing World in 2015. He’s a good guy with good ideas. I hope the session will be useful!

Feb 4, 2017 · Free Webinar on Content Marketing Challenges in Strategy, Policy & Best Practices

My friend Christoph Trappe is hosting a free webinar Feb. 28 at 2 p.m. EST called “The 6 Most Common Content Marketing Challenges in Healthcare – Solved!” I thought some members of this network might find it useful. Check it out and register here: https://attendee.gotowebinar.com/register/5780082429961087491?splash=false

Dec 28, 2016 · Lessons From Three of 2016's Biggest PR Fails in Share

I recently started a new job and I’m writing a new social media crisis/problem plan now. I found this HubSpot template useful — it at least got me thinking about what should be in my first draft: https://blog.hubspot.com/marketing/social-media-crisis-management#sm.0000p8r6vxp2odrjr52126yysnlwn

Dec 28, 2016 · Twitter hashtag misuse in Give & Get Advice

I’ve been seeing a lot of those in the past couple of weeks, too, @kathywinter. The accounts are using my employer’s name in a mix of word salad. I’ve been ignoring them; I’m not sure reporting will do much unless the same account is bothering a critical mass of users.

Oct 31, 2016 · Crisis Management Strategy and Examples in Strategy, Policy & Best Practices

I love that you’re seeing progress from the administration side of things! That’s a big step in the right direction, and it’s a good sign that they’re taking your feedback to heart. I hope you’re celebrating that win.

I also dealt with a bomb threat while in charge of social media at a hospital. We didn’t have to evacuate — the threat was for a specific date in the future — but we did contact local police and get a group of senior leaders involved to discuss how to handle a variety of outcomes. As you might suspect, nothing happened, but it was good to go through the process of preparing (for as much as we could imagine, at least). We had lists of who was on-call, who would contact who, where we would gather to set up a command center — both on- and off-site, etc. Very broad strokes and definitely not a policy.

As part of the ordeal, I got to explain to a few VPs that I couldn’t track down IP addresses associated with social media accounts like they do in the movies. I’m proud to report I kept a straight face, too. 🙂

Oct 31, 2016 · Crisis Management Strategy and Examples in Strategy, Policy & Best Practices

Good question, Chris! To clarify — are you thinking CRISIS (e.g. natural disaster, crime with significant number of victims, etc.) or crisis like an angry social media horde? There might be some overlap in plans/experience, but there can be a big difference in scale.

Sep 1, 2016 · Real-time service recovery in healthcare? in Strategy, Policy & Best Practices

Thank you, @SarahJohnston! I’m comforted to know you have the countdown clock, too, but don’t let it drive you too crazy. Keep on rockin’ it! 😀

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