Tag Archives: crisis comms

Facebook customer service is 24 hours: Lastminute.com case study

The past weekend showed that many consumers these days have the expectation that if brands are on Facebook they’re offering customer service 24/7. Lastminute.com case study From what I can gather, at some stage over the weekend a woman posted to the brand’s page saying her son, …

Posted on August 16, 2011 by Darika

Posted in Advice, Tools, Resources, Opinion, Reputation management | Tagged crisis comms, facebook, Lastminute.com | 1 Comment

Starbucks, Facebook, and when to moderate comments

Earlier in the month Starbucks’ Facebook page was taken over by several users who started broadcasting racist and offensive messages to the page’s 7.5 million fans.

Posted on July 27, 2010 by admin

Posted in Advice, Tools, Resources, Moderation Services, Online community, Reputation management | Tagged community management, crisis comms, moderation, reputation online, starbucks, vikki chowney | Comments Off