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2017
April
13
5 ways your company can defuse a social media crisis

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5 ways your company can defuse a social media crisis

Kristin Burnham

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It never stops, does it? The latest corporate scandal -- the violent removal of a passenger from a United Airlines plane to make room for a crew member -- may have been initially caused by a series of bad decisions by the airline, but was made even worse by United's actions and on-line statements when videos of the incident went viral.

This article was initially published two years ago on April 21, 2015, but the lessons it teaches in how to handle an internet-fueled crisis are still relevant -- as the executives at United have learned.

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