Barely a week goes by without one company or another attracting the ire of the mob on Twitter and Facebook. Brand trolling seems to have become an acceptable way to behave, causing no end of problems for the unwary and ill-prepared.

In this episode of the Digital Download podcast, I talk to Tamara Littleton, CEO of both The Social Element and crisis simulation platform Polpeo, about the rise of brand trolling and how companies can best deal with and prepare for a social media crisis.

Here's what you'll learn in this episode:

Who the four adversaries you will encounter in a social media crisis are
What categorises and motivates trolls and mobs
What doxing and swatting are
Why tone of voice, empathy and sincerity are so important in a crisis situation
When and how to apologise
How to tame the angry mob
How to deal with issues concerning activists and influencers
How to prepare for a social media crisis

 
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Useful Links from Today's Show

Friend or Foe? Navigating Online Adversaries from TEDx
Doxing, trolling and ‘grossly offensive’ communications now illegal in the UK
Swatting Over Call of Duty Game Results in Deadly Police Shooting from The Verge
United Airlines Shows How to Make a PR Crisis a Total Disaster from CNN
So You've Been Publicly Shamed by Jon Ronson
Polpeo social media simulator


 
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