Polkadot JAM Slides - Token2049 - By Dr. Gavin Wood
Management of negative PR online
1. Research Project for COMM 503
University of Alberta
By: Yuliya Riabko
THE MANAGEMENT OF NEGATIVE PR ONLINE
2. Every organization works hard to manage its public
relations (PR) to be perceived as the best organization in
what it does. The management of PR is very important to
the success of an organization.
ABOUT THE PRESENTATION
Introduction Case Studies Articles Lessons Learned Bibliography
3. Every organization works hard to manage its public
relations (PR) to be perceived as the best organization in
what it does. The management of PR is very important to
the success of an organization.
One way to manage PR is to send news releases with the
latest updates about the company. Another way is to
participate in online discussions and talk directly with
potential customers.
ABOUT THE PRESENTATION
Introduction Case Studies Articles Lessons Learned Bibliography
4. Every organization works hard to manage its public
relations (PR) to be perceived as the best organization in
what it does. The management of PR is very important to
the success of an organization.
One way to manage PR is to send news releases with the
latest updates about the company. Another way is to
participate in online discussions and talk directly with
potential customers.
One may think that the management of PR is easy; that it is
as simple as talking and promoting a business online.
However, this is not as easy as it sounds. With so many
social media channels, online reviews, and online
communities, PR can explode and get out of control.
ABOUT THE PRESENTATION
Introduction Case Studies Articles Lessons Learned Bibliography
5. The following presentation is going to discuss:
• Two real cases of how bad PR management was managed
online;
• How to manage and prevent negative PR online.
ABOUT THE PRESENTATION
Introduction Case Studies Articles Lessons Learned Bibliography
6. The following presentation is going to discuss:
• Two real cases of how bad PR management was managed
online;
• How to manage and prevent negative PR online.
This presentation will also provide a list of:
• Articles about the management of PR for further reading
• Twitter users who tend to tweet about the management of PR
• Online companies who specialize in the management of PR
online
ABOUT THE PRESENTATION
Introduction Case Studies Articles Lessons Learned Bibliography
7. American singer Beyoncé was one among the performers to sign at president Obama’s
inauguration. After lip-synching the national anthem, Beyoncé was criticized badly online.
CASE 1:
MARINE BAND CONFIRMS BEYONCÉ LIP-SYNCHED AT
OBAMA INAUGURATION
Introduction Case Studies Articles Lessons Learned Bibliography
8. American singer Beyoncé was one among the performers to sign at president Obama’s
inauguration. After lip-synching the national anthem, Beyoncé was criticized badly online.
CASE 1:
MARINE BAND CONFIRMS BEYONCÉ LIP-SYNCHED AT
OBAMA INAUGURATION
Introduction Case Studies Articles Lessons Learned Bibliography
9. American singer Beyoncé was one among the performers to sign at president Obama’s
inauguration. After lip-synching the national anthem, Beyoncé was criticized badly online.
CASE 1:
MARINE BAND CONFIRMS BEYONCÉ LIP-SYNCHED AT
OBAMA INAUGURATION
Introduction Case Studies Articles Lessons Learned Bibliography
10. American singer Beyoncé was one among the performers to sign at president Obama’s
inauguration. After lip-synching the national anthem, Beyoncé was criticized badly online.
CASE 1:
MARINE BAND CONFIRMS BEYONCÉ LIP-SYNCHED AT
OBAMA INAUGURATION
Introduction Case Studies Articles Lessons Learned Bibliography
11. There were also hundreds of negative but also supportive comments posted under each media release
about the fact
CASE 1:
MARINE BAND CONFIRMS BEYONCÉ LIP-SYNCHED AT
OBAMA INAUGURATION
Introduction Case Studies Articles Lessons Learned Bibliography
12. There were also hundreds of negative but also supportive comments posted under each media release
about the fact
CASE 1:
MARINE BAND CONFIRMS BEYONCÉ LIP-SYNCHED AT
OBAMA INAUGURATION
Introduction Case Studies Articles Lessons Learned Bibliography
13. There were also hundreds of negative but also supportive comments posted under each media release
about the fact
CASE 1:
MARINE BAND CONFIRMS BEYONCÉ LIP-SYNCHED AT
OBAMA INAUGURATION
Introduction Case Studies Articles Lessons Learned Bibliography
14. There were also hundreds of negative but also supportive comments posted under each media release
about the fact
CASE 1:
MARINE BAND CONFIRMS BEYONCÉ LIP-SYNCHED AT
OBAMA INAUGURATION
Introduction Case Studies Articles Lessons Learned Bibliography
15. There were also hundreds of negative but also supportive comments posted under each media release
about the fact
CASE 1:
MARINE BAND CONFIRMS BEYONCÉ LIP-SYNCHED AT
OBAMA INAUGURATION
Introduction Case Studies Articles Lessons Learned Bibliography
16. When Beyoncé realized the damage that she created
by lip-synching she responded quickly by signing live
at her next concert.
CASE 1:
HOW DID SHE DEAL WITH IT?
Introduction Case Studies Articles Lessons Learned Bibliography
17. When Beyoncé realized the damage that she created
by lip-synching she responded quickly by signing live
at her next concert.
Beyoncé's response follows four key steps for crisis
management:
CASE 1:
HOW DID SHE DEAL WITH IT?
Introduction Case Studies Articles Lessons Learned Bibliography
18. When Beyoncé realized the damage that she created
by lip-synching she responded quickly by signing live
at her next concert.
Beyoncé's response follows four key steps for crisis
management:
1) Respond quickly
2) Be authentic and genuine in your response
3) If you’ve done wrong, admit fault
4) If your credibility has been called into
question, find ways to quickly re-establish it
CASE 1:
HOW DID SHE DEAL WITH IT?
Introduction Case Studies Articles Lessons Learned Bibliography
19. I think that having a live concert after lip-synching does not
show a good management of PR.
WHAT DO I THINK ABOUT IT?
Introduction Case Studies Articles Lessons Learned Bibliography
20. I think that having a live concert after lip-synching does not
show a good management of PR.
I am sure that the concert was scheduled way before the
inauguration and it was part of her concert series. Unless
she was planning to lip-synch at the concert, but after the
inauguration crisis she changed her mind.
WHAT DO I THINK ABOUT IT?
Introduction Case Studies Articles Lessons Learned Bibliography
21. I think that having a live concert after lip-synching does not
show a good management of PR.
I am sure that the concert was scheduled way before the
inauguration and it was part of her concert series. Unless
she was planning to lip-synch at the concert, but after the
inauguration crisis she changed her mind.
Although, the bad PR online has decreased after some
time, it is not necessarily due to Beyoncé's live concert but
due to the general nature of online talks.
WHAT DO I THINK ABOUT IT?
Introduction Case Studies Articles Lessons Learned Bibliography
22. I think that having a live concert after lip-synching does not
show a good management of PR.
I am sure that the concert was scheduled way before the
inauguration and it was part of her concert series. Unless
she was planning to lip-synch at the concert, but after the
inauguration crisis she changed her mind.
Although, the bad PR online has decreased after some time,
it is not necessarily due to Beyoncé's live concert but due to
the general nature of online talks.
People tend to talk a lot about a specific subject during the
first few days, but with time as more events occur, people
tend to talk less about the old events and switch their
attention to the newer ones. Hence, even though the bad PR
had decreased, it is hard to conclude that it was due to the
Beyoncé's act at her concert.
WHAT DO I THINK ABOUT IT?
Introduction Case Studies Articles Lessons Learned Bibliography
23. Amy’s Baking Company participated in the
Kitchen Nightmares TV show.
CASE 2:
THIS IS THE MOST EPIC BRAND MELTDOWN ON
FACEBOOK EVER
Introduction Case Studies Articles Lessons Learned Bibliography
24. Amy’s Baking Company participated in the
Kitchen Nightmares TV show.
After receiving so many negative comments by
Gordon Ramsey (TV host) the owners have
taken it online in order to defend themselves.
CASE 2:
THIS IS THE MOST EPIC BRAND MELTDOWN ON
FACEBOOK EVER
Introduction Case Studies Articles Lessons Learned Bibliography
25. Amy’s Baking Company participated in the
Kitchen Nightmares TV show.
After receiving so many negative comments by
Gordon Ramsey (TV host) the owners have
taken it online in order to defend themselves.
However, the response from the online
community was overwhelming and contributed
to a meltdown of Amy’s Baking Company’s
online reputation
CASE 2:
THIS IS THE MOST EPIC BRAND MELTDOWN ON
FACEBOOK EVER
Introduction Case Studies Articles Lessons Learned Bibliography
26. Online fans commented on Amy’s Baking Company’s Facebook page. Amy’s Baking Company responded back to them.
But the situation got even worse, as more and more fans began to write bad reviews about Amy’s Baking Company
CASE 2:
THIS IS THE MOST EPIC BRAND MELTDOWN ON
FACEBOOK EVER
Introduction Case Studies Articles Lessons Learned Bibliography
27. Online fans commented on Amy’s Baking Company’s Facebook page. Amy’s Baking Company responded back to them.
But the situation got even worse, as more and more fans began to write bad reviews about Amy’s Baking Company
CASE 2:
THIS IS THE MOST EPIC BRAND MELTDOWN ON
FACEBOOK EVER
Introduction Case Studies Articles Lessons Learned Bibliography
28. Online fans commented on Amy’s Baking Company’s Facebook page. Amy’s Baking Company responded back to them.
But the situation got even worse, as more and more fans began to write bad reviews about Amy’s Baking Company
CASE 2:
THIS IS THE MOST EPIC BRAND MELTDOWN ON
FACEBOOK EVER
Introduction Case Studies Articles Lessons Learned Bibliography
29. The comments appeared on other online channels as well
CASE 2:
THIS IS THE MOST EPIC BRAND MELTDOWN ON
FACEBOOK EVER
Introduction Case Studies Articles Lessons Learned Bibliography
30. The comments appeared on other online channels as well
CASE 2:
THIS IS THE MOST EPIC BRAND MELTDOWN ON
FACEBOOK EVER
Introduction Case Studies Articles Lessons Learned Bibliography
31. The comments appeared on other online channels as well
CASE 2:
THIS IS THE MOST EPIC BRAND MELTDOWN ON
FACEBOOK EVER
Introduction Case Studies Articles Lessons Learned Bibliography
32. CASE 2:
HOW DID THEY DEAL WITH IT?
Introduction Case Studies Articles Lessons Learned Bibliography
33. The owners went on TV and claimed that they did not write these nasty responses and that their social media
accounts were hacked and became frozen.
CASE 2:
HOW DID THEY DEAL WITH IT?
Introduction Case Studies Articles Lessons Learned Bibliography
34. The owners went on TV and claimed that they did not write these nasty responses and that their social media
accounts were hacked and became frozen.
They also mentioned that they hired a PR representative who would help them with the management of their PR
CASE 2:
HOW DID THEY DEAL WITH IT?
Introduction Case Studies Articles Lessons Learned Bibliography
35. Going on TV and claiming that the social media
channels were hacked may seem like a good idea.
But there is no proof that Amy’s Baking Company’s
online reputation has improved since then.
WHAT DO I THINK ABOUT IT?
Introduction Case Studies Articles Lessons Learned Bibliography
36. Going on TV and claiming that the social media
channels were hacked may seem like a good idea.
But there is no proof that Amy’s Baking Company’s
online reputation has improved since then.
People are still writing bad reviews about Amy’s
Baking Company online and people still remember
the story.
WHAT DO I THINK ABOUT IT?
Introduction Case Studies Articles Lessons Learned Bibliography
37. Going on TV and claiming that the social media
channels were hacked may seem like a good idea.
But there is no proof that Amy’s Baking Company’s
online reputation has improved since then.
People are still writing bad reviews about Amy’s
Baking Company online and people still remember
the story.
On the other hand, after the social media
meltdown, Amy’s Baking Company managed to
maintain its customers, as they keep visiting the
restaurant.
WHAT DO I THINK ABOUT IT?
Introduction Case Studies Articles Lessons Learned Bibliography
38. The cases of Beyoncé and Amy’s Baking Company
demonstrate that not all strategies of managing PR
are effective.
NEXT SET OF PRESENTATION
Introduction Case Studies Articles Lessons Learned Bibliography
39. The cases of Beyoncé and Amy’s Baking Company
demonstrate that not all strategies of managing PR
are effective.
The management of PR online is a challenging task
that requires a customized approach.
NEXT SET OF PRESENTATION
Introduction Case Studies Articles Lessons Learned Bibliography
40. The cases of Beyoncé and Amy’s Baking Company
demonstrate that not all strategies of managing PR
are effective.
The management of PR online is a challenging task
that requires a customized approach.
Therefore, the following slides will examine other
strategies of how to manage PR online. These
strategies are taken from five online articles.
NEXT SET OF PRESENTATION
Introduction Case Studies Articles Lessons Learned Bibliography
41. • Before doing anything, evaluate the situation and think if it is worth
to take an action about itTake no action
• Let them know your point of view, especially if the story is fake
• Talk nicely to them
• Ask for an independent opinion of a third party
Contact the reporter or
editor
• If the article damages the reputation of your business issue a public
statement (on your website, in a newspaper) explaining the situationIssue a public response
ARTICLE 1:
MANAGING BAD PRESS
Introduction Case Studies Articles Lessons Learned Bibliography
42. • Before doing anything, evaluate the situation and think if it is worth
to take an action about itTake no action
• Let them know your point of view, especially if the story is fake
• Talk nicely to them
• Ask for an independent opinion of a third party
Contact the reporter or
editor
• If the article damages the reputation of your business issue a public
statement (on your website, in a newspaper) explaining the situationIssue a public response
ARTICLE 1:
MANAGING BAD PRESS
Introduction Case Studies Articles Lessons Learned Bibliography
43. • Before doing anything, evaluate the situation and think if it is worth
to take an action about itTake no action
• Let them know your point of view, especially if the story is fake
• Talk nicely to them
• Ask for an independent opinion of a third party
Contact the reporter or
editor
• If the article damages the reputation of your business issue a public
statement (on your website, in a newspaper) explaining the situationIssue a public response
ARTICLE 1:
MANAGING BAD PRESS
Introduction Case Studies Articles Lessons Learned Bibliography
44. I agree with the first point of stopping and thinking whether bad PR is worth
dealing with. Some times it is just better to leave it alone and not to respond with
the hope that the issue will go away.
MY OPINION
Introduction Case Studies Articles Lessons Learned Bibliography
45. I agree with the first point of stopping and thinking whether bad PR is worth
dealing with. Some times it is just better to leave it alone and not to respond with
the hope that the issue will go away.
I also agree with the second point that sometimes it may be beneficial to contact
the editors directly and explain to them your point of view on the article. I am,
however, doubtful that they will be willing to talk to you, or that they will write a
response article.
MY OPINION
Introduction Case Studies Articles Lessons Learned Bibliography
46. I agree with the first point of stopping and thinking whether bad PR is worth
dealing with. Some times it is just better to leave it alone and not to respond with
the hope that the issue will go away.
I also agree with the second point that sometimes it may be beneficial to contact
the editors directly and explain to them your point of view on the article. I am,
however, doubtful that they will be willing to talk to you, or that they will write a
response article.
Lastly, issuing a public response can be a good idea. Especially if the organization
has a website. This approach, however, may not be work for businesses with
limited resources that do not have a website.
MY OPINION
Introduction Case Studies Articles Lessons Learned Bibliography
47. I agree with the first point of stopping and thinking whether bad PR is worth
dealing with. Some times it is just better to leave it alone and not to respond with
the hope that the issue will go away.
I also agree with the second point that sometimes it may be beneficial to contact
the editors directly and explain to them your point of view on the article. I
am, however, doubtful that they will be willing to talk to you, or that they will
write a response article.
Lastly, issuing a public response can be a good idea. Especially if the organization
has a website. This approach, however, may not be work for businesses with
limited resources that do not have a website.
If there is an article that damages a small business’s sales and revenues, it may
have limited financial resources to write a decent blog or to update/create a
website. Assuming it cannot do it on its own and needs to hire somebody.
MY OPINION
Introduction Case Studies Articles Lessons Learned Bibliography
48. 1) Weigh your response
first
• Respond carefully to any
comment
2) Don’t overreact
• Stay calm because
overreacting can bring more
attention to the subject
3) Ask for equal time
• Reply to the negative PR
• If information is incorrect,
add the correct information
4) Use facts and figures
and cite third party
sources
• Where possible use facts and
references
ARTICLE 2:
AN 8-STEP GUIDE TO MANAGING NEGATIVE PR
5) Let your advocates
defend you
• Where possible , allow your
customers to defend you and
respond to the negative PR
6) If appropriate,
apologize
• If you know it is your fault
apologize and take the right
steps to fix the problem
7) Generate positive
content where possible
• After the incident try to
generate positive PR in the
community
8) Ask yourself: is this an
opportunity?
• Analyze the comment and
see if it could be an
opportunity to fix/update
your business practices
Introduction Case Studies Articles Lessons Learned Bibliography
49. 1) Weigh your response
first
• Respond carefully to any
comment
2) Don’t overreact
• Stay calm because
overreacting can bring more
attention to the subject
3) Ask for equal time
• Reply to the negative PR
• If information is incorrect,
add the correct information
4) Use facts and figures
and cite third party
sources
• Where possible use facts and
references
ARTICLE 2:
AN 8-STEP GUIDE TO MANAGING NEGATIVE PR
5) Let your advocates
defend you
• Where possible , allow your
customers to defend you and
respond to the negative PR
6) If appropriate,
apologize
• If you know it is your fault
apologize and take the right
steps to fix the problem
7) Generate positive
content where possible
• After the incident try to
generate positive PR in the
community
8) Ask yourself: is this an
opportunity?
• Analyze the comment and
see if it could be an
opportunity to fix/update
your business practices
Introduction Case Studies Articles Lessons Learned Bibliography
50. 1) Weigh your response
first
• Respond carefully to any
comment
2) Don’t overreact
• Stay calm because
overreacting can bring more
attention to the subject
3) Ask for equal time
• Reply to the negative PR
• If information is incorrect,
add the correct information
4) Use facts and figures
and cite third party
sources
• Where possible use facts and
references
ARTICLE 2:
AN 8-STEP GUIDE TO MANAGING NEGATIVE PR
5) Let your advocates
defend you
• Where possible , allow your
customers to defend you and
respond to the negative PR
6) If appropriate,
apologize
• If you know it is your fault
apologize and take the right
steps to fix the problem
7) Generate positive
content where possible
• After the incident try to
generate positive PR in the
community
8) Ask yourself: is this an
opportunity?
• Analyze the comment and
see if it could be an
opportunity to fix/update
your business practices
Introduction Case Studies Articles Lessons Learned Bibliography
51. 1) Weigh your response
first
• Respond carefully to any
comment
2) Don’t overreact
• Stay calm because
overreacting can bring more
attention to the subject
3) Ask for equal time
• Reply to the negative PR
• If information is incorrect,
add the correct information
4) Use facts and figures
and cite third party
sources
• Where possible use facts and
references
ARTICLE 2:
AN 8-STEP GUIDE TO MANAGING NEGATIVE PR
5) Let your advocates
defend you
• Where possible , allow your
customers to defend you and
respond to the negative PR
6) If appropriate,
apologize
• If you know it is your fault
apologize and take the right
steps to fix the problem
7) Generate positive
content where possible
• After the incident try to
generate positive PR in the
community
8) Ask yourself: is this an
opportunity?
• Analyze the comment and
see if it could be an
opportunity to fix/update
your business practices
Introduction Case Studies Articles Lessons Learned Bibliography
52. 1) Weigh your response
first
• Respond carefully to any
comment
2) Don’t overreact
• Stay calm because
overreacting can bring more
attention to the subject
3) Ask for equal time
• Reply to the negative PR
• If information is
incorrect, add the correct
information
4) Use facts and figures
and cite third party
sources
• Where possible use facts and
references
ARTICLE 2:
AN 8-STEP GUIDE TO MANAGING NEGATIVE PR
5) Let your advocates
defend you
• Where possible , allow your
customers to defend you and
respond to the negative PR
6) If appropriate,
apologize
• If you know it is your fault
apologize and take the right
steps to fix the problem
7) Generate positive
content where possible
• After the incident try to
generate positive PR in the
community
8) Ask yourself: is this an
opportunity?
• Analyze the comment and
see if it could be an
opportunity to fix/update
your business practices
Introduction Case Studies Articles Lessons Learned Bibliography
53. 1) Weigh your response
first
• Respond carefully to any
comment
2) Don’t overreact
• Stay calm because
overreacting can bring more
attention to the subject
3) Ask for equal time
• Reply to the negative PR
• If information is incorrect,
add the correct information
4) Use facts and figures
and cite third party
sources
• Where possible use facts and
references
ARTICLE 2:
AN 8-STEP GUIDE TO MANAGING NEGATIVE PR
5) Let your advocates
defend you
• Where possible , allow your
customers to defend you and
respond to the negative PR
6) If appropriate,
apologize
• If you know it is your fault
apologize and take the right
steps to fix the problem
7) Generate positive
content where possible
• After the incident try to
generate positive PR in the
community
8) Ask yourself: is this an
opportunity?
• Analyze the comment and
see if it could be an
opportunity to fix/update
your business practices
Introduction Case Studies Articles Lessons Learned Bibliography
54. 1) Weigh your response
first
• Respond carefully to any
comment
2) Don’t overreact
• Stay calm because
overreacting can bring more
attention to the subject
3) Ask for equal time
• Reply to the negative PR
• If information is incorrect,
add the correct information
4) Use facts and figures
and cite third party
sources
• Where possible use facts and
references
ARTICLE 2:
AN 8-STEP GUIDE TO MANAGING NEGATIVE PR
5) Let your advocates
defend you
• Where possible , allow your
customers to defend you and
respond to the negative PR
6) If appropriate,
apologize
• If you know it is your fault
apologize and take the right
steps to fix the problem
7) Generate positive
content where possible
• After the incident try to
generate positive PR in the
community
8) Ask yourself: is this an
opportunity?
• Analyze the comment and
see if it could be an
opportunity to fix/update
your business practices
Introduction Case Studies Articles Lessons Learned Bibliography
55. 1) Weigh your response
first
• Respond carefully to any
comment
2) Don’t overreact
• Stay calm because
overreacting can bring more
attention to the subject
3) Ask for equal time
• Reply to the negative PR
• If information is incorrect,
add the correct information
4) Use facts and figures
and cite third party
sources
• Where possible use facts and
references
ARTICLE 2:
AN 8-STEP GUIDE TO MANAGING NEGATIVE PR
5) Let your advocates
defend you
• Where possible , allow your
customers to defend you and
respond to the negative PR
6) If appropriate,
apologize
• If you know it is your fault
apologize and take the right
steps to fix the problem
7) Generate positive
content where possible
• After the incident try to
generate positive PR in the
community
8) Ask yourself: is this an
opportunity?
• Analyze the comment and
see if it could be an
opportunity to fix/update
your business practices
Introduction Case Studies Articles Lessons Learned Bibliography
56. I would agree with the first point that we should first weigh our response and then
reply. The best way is simply to analyze where the negative PR came from and
whether it is true or not. I think it is very important to look at this situation
objectively before responding
MY OPINION
Introduction Case Studies Articles Lessons Learned Bibliography
57. I would agree with the first point that we should first weigh our response and then
reply. The best way is simply to analyze where the negative PR came from and
whether it is true or not. I think it is very important to look at this situation
objectively before responding
I also like the fourth point of having facts and references. However, sometime it is
still difficult to respond using facts because bad PR may rely on facts as well. The
most important point, I think, is to make sure your facts and stats are up-to-date
and accurate, leaving as little room as possible for their misinterpretation.
MY OPINION
Introduction Case Studies Articles Lessons Learned Bibliography
59. I agree with the fifth point of letting advocates to defend you if they want. However,
this may not be always possible, as a avenues for doing so may be limited. In other
words, customers of a business may not always have the means to access the relevant
channels to defend a business.
MY OPINION
Introduction Case Studies Articles Lessons Learned Bibliography
60. I agree with the fifth point of letting advocates to defend you if they want. However,
this may not be always possible, as a avenues for doing so may be limited. In other
words, customers of a business may not always have the means to access the relevant
channels to defend a business.
The point about apology is also very good. I would, however, suggest that any reply can
start with the apology. I believe that saying an apology before providing the true facts
may also decrease the negative PR.
MY OPINION
Introduction Case Studies Articles Lessons Learned Bibliography
61. I agree with the fifth point of letting advocates to defend you if they want. However,
this may not be always possible, as a avenues for doing so may be limited. In other
words, customers of a business may not always have the means to access the relevant
channels to defend a business.
The point about apology is also very good. I would, however, suggest that any reply can
start with the apology. I believe that saying an apology before providing the true facts
may also decrease the negative PR.
The last point is my favorite of all. I believe that constantly evaluating an organization
is actually very beneficial. Many times business owners have a biased view on how they
run their business. Hearing a critique would allow them to look at their business from a
different perspective and see where they can improve.
MY OPINION
Introduction Case Studies Articles Lessons Learned Bibliography
62. Update your front page with the latest words that are trending in search
Keep an eye on unfavorable content about your business
If you see negative comments try to move them
If needed create various sites about your business
Write blogs and articles, send press releases
ARTICLE 3:
ONLINE REPUTATION MANAGEMENT COMPANIES IN CHENNAI INDIA
Introduction Case Studies Articles Lessons Learned Bibliography
63. Update your front page with the latest words that are trending in search
Keep an eye on unfavorable content about your business
If you see negative comments try to move them
If needed create various sites about your business
Write blogs and articles, send press releases
ARTICLE 3:
ONLINE REPUTATION MANAGEMENT COMPANIES IN CHENNAI INDIA
Introduction Case Studies Articles Lessons Learned Bibliography
64. Update your front page with the latest words that are trending in search
Keep an eye on unfavorable content about your business
If you see negative comments try to move them
If needed create various sites about your business
Write blogs and articles, send press releases
ARTICLE 3:
ONLINE REPUTATION MANAGEMENT COMPANIES IN CHENNAI INDIA
Introduction Case Studies Articles Lessons Learned Bibliography
65. Update your front page with the latest words that are trending in search
Keep an eye on unfavorable content about your business
If you see negative comments try to move them
If needed create various sites about your business
Write blogs and articles, send press releases
ARTICLE 3:
ONLINE REPUTATION MANAGEMENT COMPANIES IN CHENNAI INDIA
Introduction Case Studies Articles Lessons Learned Bibliography
66. Update your front page with the latest words that are trending in search
Keep an eye on unfavorable content about your business
If you see negative comments try to move them
If needed create various sites about your business
Write blogs and articles, send press releases
ARTICLE 3:
ONLINE REPUTATION MANAGEMENT COMPANIES IN CHENNAI INDIA
Introduction Case Studies Articles Lessons Learned Bibliography
67. I agree that business should keep an eye on unfavourable content
online. I believe that business should use various social media tools
to track what is said about the business online, and respond to it if
possible and necessary.
MY OPINION
Introduction Case Studies Articles Lessons Learned Bibliography
68. I agree that business should keep an eye on unfavourable content
online. I believe that business should use various social media tools
to track what is said about the business online, and respond to it if
possible and necessary.
I disagree, however, that it is important to update the home page of
a website with trending words. Updating the front page constantly
may lead to a high cost for a business, as each update usually costs
money. Also, having the latest trending words on the website does
not mean that the PR will be successful or not. All it does is just
make the website come up more often in online searches.
MY OPINION
Introduction Case Studies Articles Lessons Learned Bibliography
70. I also disagree with the point that if you have negative comments you
should move them. First, it is unclear how moving a point could be
done. Second, if the author means to remove bad comments
altogether, it may put a business’s integrity into question and
contribute to even more bad PR.
MY OPINION
Introduction Case Studies Articles Lessons Learned Bibliography
71. I also disagree with the point that if you have negative comments you
should move them. First, it is unclear how moving a point could be
done. Second, if the author means to remove bad comments
altogether, it may put a business’s integrity into question and
contribute to even more bad PR.
Finally, I would agree that writing various blogs, articles, and sending a
press release may contribute to the positive management of PR,
because a business would usually write positive things. However, a
business should be careful, because any write up online may be met
with bad comments by the readers and it may actually contribute to
negative PR online.
MY OPINION
Introduction Case Studies Articles Lessons Learned Bibliography
72. Be prepared • Be familiar with various social media and public relations tools
Get the facts • Gather all the possible facts in order to defend yourself well
Be proactive • Prepare various press releases, photographs, videos, and celebrity interviews in order to
have constant positive updates about your company online
The media center • If planning an event, set up a media center whose responsibility would be to respond to
crises in case they occur
Alert the media • When possible let the media know about the latest updates
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73. Be prepared • Be familiar with various social media and public relations tools
Get the facts • Gather all the possible facts in order to defend yourself well
Be proactive • Prepare various press releases, photographs, videos, and celebrity interviews in order to
have constant positive updates about your company online
The media center • If planning an event, set up a media center whose responsibility would be to respond to
crises in case they occur
Alert the media • When possible let the media know about the latest updates
ARTICLE 4:
REPUTATION MANAGEMENT PR
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74. Be prepared • Be familiar with various social media and public relations tools
Get the facts • Gather all the possible facts in order to defend yourself well
Be proactive • Prepare various press releases, photographs, videos, and celebrity interviews in order to
have constant positive updates about your company online
The media center • If planning an event, set up a media center whose responsibility would be to respond to
crises in case they occur
Alert the media • When possible let the media know about the latest updates
ARTICLE 4:
REPUTATION MANAGEMENT PR
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75. Be prepared • Be familiar with various social media and public relations tools
Get the facts • Gather all the possible facts in order to defend yourself well
Be proactive • Prepare various press releases, photographs, videos, and celebrity interviews in order to
have constant positive updates about your company online
The media center • If planning an event, set up a media center whose responsibility would be to respond to
crises in case they occur
Alert the media • When possible let the media know about the latest updates
ARTICLE 4:
REPUTATION MANAGEMENT PR
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76. Be prepared • Be familiar with various social media and public relations tools
Get the facts • Gather all the possible facts in order to defend yourself well
Be proactive • Prepare various press releases, photographs, videos, and celebrity interviews in order to
have constant positive updates about your company online
The media center • If planning an event, set up a media center whose responsibility would be to respond to
crises in case they occur
Alert the media • When possible let the media know about the latest updates
ARTICLE 4:
REPUTATION MANAGEMENT PR
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77. Use internet • Create a website and monitor it 24/7
Implement a physical
perimeter
• If a crisis involves the police then ask them to tape off the affected area
Monitor the news • Keep an eye on the news and see if there is any negative reporting
Create daily briefings • If possible create a short press release on a daily basis
Create daily soundbytes • Have somebody analyse the daily updates and quickly brief others on them
ARTICLE 4:
REPUTATION MANAGEMENT PR
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78. Use internet • Create a website and monitor it 24/7
Implement a physical
perimeter
• If a crisis involves the police then ask them to tape off the affected area
Monitor the news • Keep an eye on the news and see if there is any negative reporting
Create daily briefings • If possible create a short press release on a daily basis
Create daily soundbytes • Have somebody analyse the daily updates and quickly brief others on them
ARTICLE 4:
REPUTATION MANAGEMENT PR
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79. Use internet • Create a website and monitor it 24/7
Implement a physical
perimeter
• If a crisis involves the police then ask them to tape off the affected area
Monitor the news • Keep an eye on the news and see if there is any negative reporting
Create daily briefings • If possible create a short press release on a daily basis
Create daily soundbytes • Have somebody analyse the daily updates and quickly brief others on them
ARTICLE 4:
REPUTATION MANAGEMENT PR
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2/4
80. Use internet • Create a website and monitor it 24/7
Implement a physical
perimeter
• If a crisis involves the police then ask them to tape off the affected area
Monitor the news • Keep an eye on the news and see if there is any negative reporting
Create daily briefings • If possible create a short press release on a daily basis
Create daily soundbytes • Have somebody analyse the daily updates and quickly brief others on them
ARTICLE 4:
REPUTATION MANAGEMENT PR
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2/4
81. Use internet • Create a website and monitor it 24/7
Implement a physical
perimeter
• If a crisis involves the police then ask them to tape off the affected area
Monitor the news • Keep an eye on the news and see if there is any negative reporting
Create daily briefings • If possible create a short press release on a daily basis
Create daily soundbytes • Have somebody analyse the daily updates and quickly brief others on them
ARTICLE 4:
REPUTATION MANAGEMENT PR
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2/4
82. The truth - and only the
truth
• Make sure to say the truth about the situation
Spokespeople • Have a professional spokesperson talking on your behalf
Speak Slowly • By speaking slowly you will be able to organize your thoughts and deliver your
message clearly
Acknowledge when you
Are wrong
• Admit and apologize when you and your organization representatives have done
something wrong
Keep your tape recorders
on
• If going to a conference that relates to a conflict then record everything that was said
there
ARTICLE 4:
REPUTATION MANAGEMENT PR
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83. The truth - and only the
truth
• Make sure to say the truth about the situation
Spokespeople • Have a professional spokesperson talking on your behalf
Speak Slowly • By speaking slowly you will be able to organize your thoughts and deliver your
message clearly
Acknowledge when you
Are wrong
• Admit and apologize when you and your organization representatives have done
something wrong
Keep your tape recorders
on
• If going to a conference that relates to a conflict then record everything that was said
there
ARTICLE 4:
REPUTATION MANAGEMENT PR
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3/4
84. The truth - and only the
truth
• Make sure to say the truth about the situation
Spokespeople • Have a professional spokesperson talking on your behalf
Speak Slowly • By speaking slowly you will be able to organize your thoughts and deliver your
message clearly
Acknowledge when you
Are wrong
• Admit and apologize when you and your organization representatives have done
something wrong
Keep your tape recorders
on
• If going to a conference that relates to a conflict then record everything that was said
there
ARTICLE 4:
REPUTATION MANAGEMENT PR
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3/4
85. The truth - and only the
truth
• Make sure to say the truth about the situation
Spokespeople • Have a professional spokesperson talking on your behalf
Speak Slowly • By speaking slowly you will be able to organize your thoughts and deliver your
message clearly
Acknowledge when you
Are wrong
• Admit and apologize when you and your organization representatives have done
something wrong
Keep your tape recorders
on
• If going to a conference that relates to a conflict then record everything that was said
there
ARTICLE 4:
REPUTATION MANAGEMENT PR
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3/4
86. The truth - and only the
truth
• Make sure to say the truth about the situation
Spokespeople • Have a professional spokesperson talking on your behalf
Speak Slowly • By speaking slowly you will be able to organize your thoughts and deliver your
message clearly
Acknowledge when you
Are wrong
• Admit and apologize when you and your organization representatives have done
something wrong
Keep your tape recorders
on
• If going to a conference that relates to a conflict then record everything that was said
there
ARTICLE 4:
REPUTATION MANAGEMENT PR
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87. Nothing is off the record • Don’t talk to anybody “off the record” because some people will still record what you
are saying
Crowd control • Try to control the crowd, especially when talking to the media during conferences
Never say “no comment”
• If you are not sure how to reply to specific question, simply explain that you do not
have an answer to that question currently but you will check and will get back with the
answer
Create good vibes • In case it is an event crisis try to create a good environment around you
ARTICLE 4:
REPUTATION MANAGEMENT PR
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88. Nothing is off the record • Don’t talk to anybody “off the record” because some people will still record what you
are saying
Crowd control • Try to control the crowd, especially when talking to the media during conferences
Never say “no comment”
• If you are not sure how to reply to specific question, simply explain that you do not
have an answer to that question currently but you will check and will get back with the
answer
Create good vibes • In case it is an event crisis try to create a good environment around you
ARTICLE 4:
REPUTATION MANAGEMENT PR
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89. Nothing is off the record • Don’t talk to anybody “off the record” because some people will still record what you
are saying
Crowd control • Try to control the crowd, especially when talking to the media during conferences
Never say “no comment”
• If you are not sure how to reply to specific question, simply explain that you do not
have an answer to that question currently but you will check and will get back with the
answer
Create good vibes • In case it is an event crisis try to create a good environment around you
ARTICLE 4:
REPUTATION MANAGEMENT PR
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90. Nothing is off the record • Don’t talk to anybody “off the record” because some people will still record what you
are saying
Crowd control • Try to control the crowd, especially when talking to the media during conferences
Never say “no comment”
• If you are not sure how to reply to specific question, simply explain that you do not
have an answer to that question currently but you will check and will get back with the
answer
Create good vibes • In case it is an event crisis try to create a good environment around you
ARTICLE 4:
REPUTATION MANAGEMENT PR
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91. I like the broad number of points that examine the long term solutions for
the management of a bad PR, especially when there is an event that occurs
and requires the gathering of evidence to prove a person’s innocence.
Therefore, I believe that the suggestions are beneficial in case there is a
court case, or bad PR involving a famous person.
MY OPINION
Introduction Case Studies Articles Lessons Learned Bibliography
92. I like the broad number of points that examine the long term solutions for
the management of a bad PR, especially when there is an event that occurs
and requires the gathering of evidence to prove a person’s innocence.
Therefore, I believe that the suggestions are beneficial in case there is a
court case, or bad PR involving a famous person.
Moreover, having a detailed response plan could be useful for a business of
any size. Additionally, a professional spokespersons are also essential to any
business size and type, as they know how to deliver information effectively.
MY OPINION
Introduction Case Studies Articles Lessons Learned Bibliography
94. Monitoring the news is a great idea as well. There are various online tools
that exist to help organizations monitor online news releases. Perhaps a
company should use those.
MY OPINION
Introduction Case Studies Articles Lessons Learned Bibliography
95. Monitoring the news is a great idea as well. There are various online tools
that exist to help organizations monitor online news releases. Perhaps a
company should use those.
Lastly, speaking slowly is an important skills to have. Many times a business
overreacts and either writes a quick response online or talks fast while
replying to questions. Remaining calm during those times is crucial as it
helps to think, as well as show the critics that you are calm when it comes to
some sensitive issue.
MY OPINION
Introduction Case Studies Articles Lessons Learned Bibliography
96. • Try to get attention of the smaller newspapers firstStart Small
• Create a list of authors that may be interested to write about
you
Create a press list
• Reporters may notice new followers and may do a further
research about you
Follow reporters
• Try to tie your pitch to recent events happening in the newsBe current
• Think about creative ways of approaching the reporter
Look for ways to stand
out
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97. • Try to get attention of the smaller newspapers firstStart Small
• Create a list of authors that may be interested to write about
you
Create a press list
• Reporters may notice new followers and may do a further
research about you
Follow reporters
• Try to tie your pitch to recent events happening in the newsBe current
• Think about creative ways of approaching the reporter
Look for ways to stand
out
ARTICLE 5:
HOW TO MANAGE YOUR OWN PR
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98. • Try to get attention of the smaller newspapers firstStart Small
• Create a list of authors that may be interested to write about
you
Create a press list
• Reporters may notice new followers and may do a further
research about you
Follow reporters
• Try to tie your pitch to recent events happening in the newsBe current
• Think about creative ways of approaching the reporter
Look for ways to stand
out
ARTICLE 5:
HOW TO MANAGE YOUR OWN PR
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99. • Try to get attention of the smaller newspapers firstStart Small
• Create a list of authors that may be interested to write about
you
Create a press list
• Reporters may notice new followers and may do a further
research about you
Follow reporters
• Try to tie your pitch to recent events happening in the newsBe current
• Think about creative ways of approaching the reporter
Look for ways to stand
out
ARTICLE 5:
HOW TO MANAGE YOUR OWN PR
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100. • Try to get attention of the smaller newspapers firstStart Small
• Create a list of authors that may be interested to write about
you
Create a press list
• Reporters may notice new followers and may do a further
research about you
Follow reporters
• Try to tie your pitch to recent events happening in the newsBe current
• Think about creative ways of approaching the reporter
Look for ways to stand
out
ARTICLE 5:
HOW TO MANAGE YOUR OWN PR
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101. • If you have given some information to the reporters, gently follow up with
them and ask if they need additional information
Follow up, but not too
much
• Follow bloggers and comment on their blogsDon’t forget bloggers
• When possible, create videos about your business and upload
them on YouTubeGet on YouTube
• Respond to write ups about your business
• If you see wrong information ask to correct itKeep your cool
• Don’t be afraid to reference previous articles about you
• Create a list with all media stories about you
• Post them on your website
Show off your clips
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HOW TO MANAGE YOUR OWN PR
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102. • If you have given some information to the reporters, gently follow up with
them and ask if they need additional information
Follow up, but not too
much
• Follow bloggers and comment on their blogsDon’t forget bloggers
• When possible, create videos about your business and upload
them on YouTubeGet on YouTube
• Respond to write ups about your business
• If you see wrong information ask to correct itKeep your cool
• Don’t be afraid to reference previous articles about you
• Create a list with all media stories about you
• Post them on your website
Show off your clips
ARTICLE 5:
HOW TO MANAGE YOUR OWN PR
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103. • If you have given some information to the reporters, gently follow up with
them and ask if they need additional information
Follow up, but not too
much
• Follow bloggers and comment on their blogsDon’t forget bloggers
• When possible, create videos about your business and upload
them on YouTubeGet on YouTube
• Respond to write ups about your business
• If you see wrong information ask to correct itKeep your cool
• Don’t be afraid to reference previous articles about you
• Create a list with all media stories about you
• Post them on your website
Show off your clips
ARTICLE 5:
HOW TO MANAGE YOUR OWN PR
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104. • If you have given some information to the reporters, gently follow up with
them and ask if they need additional information
Follow up, but not too
much
• Follow bloggers and comment on their blogsDon’t forget bloggers
• When possible, create videos about your business and upload
them on YouTubeGet on YouTube
• Respond to write ups about your business
• If you see wrong information ask to correct itKeep your cool
• Don’t be afraid to reference previous articles about you
• Create a list with all media stories about you
• Post them on your website
Show off your clips
ARTICLE 5:
HOW TO MANAGE YOUR OWN PR
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2/2
105. • If you have given some information to the reporters, gently follow up with
them and ask if they need additional information
Follow up, but not too
much
• Follow bloggers and comment on their blogsDon’t forget bloggers
• When possible, create videos about your business and upload
them on YouTubeGet on YouTube
• Respond to write ups about your business
• If you see wrong information ask to correct itKeep your cool
• Don’t be afraid to reference previous articles about you
• Create a list with all media stories about you
• Post them on your website
Show off your clips
ARTICLE 5:
HOW TO MANAGE YOUR OWN PR
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2/2
106. I would agree with the points mentioned in the
above article. It is correct about the fact that if a
business is trying to get an article in the newspaper,
it should probably approach smaller newspapers
first.
MY OPINION
Introduction Case Studies Articles Lessons Learned Bibliography
107. I would agree with the points mentioned in the
above article. It is correct about the fact that if a
business is trying to get an article in the newspaper,
it should probably approach smaller newspapers
first.
I believe that smaller newspapers are more
community-oriented and may be willing to write
about small businesses in their community in order
to support the community where they operate.
MY OPINION
Introduction Case Studies Articles Lessons Learned Bibliography
109. I would disagree, however, that creating a press list or
following reporters can help in getting exposure in
newspapers. Many reporters have hundreds of people
following them, and there is a very small chance that they
check every profile that starts following them online.
MY OPINION
Introduction Case Studies Articles Lessons Learned Bibliography
110. I would disagree, however, that creating a press list or
following reporters can help in getting exposure in
newspapers. Many reporters have hundreds of people
following them, and there is a very small chance that they
check every profile that starts following them online.
I like the idea of trying to stand out because I believe
uniqueness can bring attention to a business.
MY OPINION
Introduction Case Studies Articles Lessons Learned Bibliography
111. I would disagree, however, that creating a press list or
following reporters can help in getting exposure in
newspapers. Many reporters have hundreds of people
following them, and there is a very small chance that they
check every profile that starts following them online.
I like the idea of trying to stand out because I believe
uniqueness can bring attention to a business.
Engaging bloggers and uploading videos on YouTube seems
like the best option for any business to use. The two tools are
free and could definitely bring positive PR to an organization.
MY OPINION
Introduction Case Studies Articles Lessons Learned Bibliography
113. After reading those five articles in addition to other literature on the subject, I have noticed that there
are some noticeable similarities and differences in the proposed strategies for dealing with bad PR.
LESSONS LEARNED
Introduction Case Studies Articles Lessons Learned Bibliography
115. Similarities:
• It is essential not to respond right away to something that is
written about your organization. Stop, think, and evaluate
whether it is worth responding to it all.
LESSONS LEARNED
Introduction Case Studies Articles Lessons Learned Bibliography
116. Similarities:
• It is essential not to respond right away to something that is
written about your organization. Stop, think, and evaluate
whether it is worth responding to it all.
LESSONS LEARNED
Introduction Case Studies Articles Lessons Learned Bibliography
117. Similarities:
• It is essential not to respond right away to something that is
written about your organization. Stop, think, and evaluate
whether it is worth responding to it all.
• If a response is required, make sure you do it without
showing aggression and provide facts and proofs for your
point of view.
LESSONS LEARNED
Introduction Case Studies Articles Lessons Learned Bibliography
118. Similarities:
• It is essential not to respond right away to something that is
written about your organization. Stop, think, and evaluate
whether it is worth responding to it all.
• If a response is required, make sure you do it without
showing aggression and provide facts and proofs for your
point of view.
• Contact the editor or author of the bad PR to correct any
inaccuracies.
LESSONS LEARNED
Introduction Case Studies Articles Lessons Learned Bibliography
119. Similarities:
• It is essential not to respond right away to something that is
written about your organization. Stop, think, and evaluate
whether it is worth responding to it all.
• If a response is required, make sure you do it without
showing aggression and provide facts and proofs for your
point of view.
• Contact the editor or author of the bad PR to correct any
inaccuracies.
• Maintain a positive PR online by keeping a blog, writing
articles and sending press releases to newspapers.
LESSONS LEARNED
Introduction Case Studies Articles Lessons Learned Bibliography
121. Differences:
• Each situation is unique and requires a special PR management
strategy.
LESSONS LEARNED
Introduction Case Studies Articles Lessons Learned Bibliography
122. Differences:
• Each situation is unique and requires a special PR management
strategy.
• Unique strategies were proposed for different circumstances. Some
strategies focused on how to manage and reply to negative comments
about a business. Other articles described strategies for managing long
term PR by focusing on ongoing events that continuously contribute
to negative PR. Another group of articles examined the management
of PR online through search engine optimization to help track negative
feedback through trending words.
LESSONS LEARNED
Introduction Case Studies Articles Lessons Learned Bibliography
123. Differences:
• Each situation is unique and requires a special PR management
strategy.
• Unique strategies were proposed for different circumstances. Some
strategies focused on how to manage and reply to negative comments
about a business. Other articles described strategies for managing long
term PR by focusing on ongoing events that continuously contribute
to negative PR. Another group of articles examined the management
of PR online through search engine optimization to help track negative
feedback through trending words.
In any case, the management of PR is a challenging task that should be
taken seriously by any organization. This is especially true nowadays, when
online communities are very influential in contributing to negative PR of an
organization in an exponential way. Therefore, managing PR at all times is
crucial.
LESSONS LEARNED
Introduction Case Studies Articles Lessons Learned Bibliography
126. Admin. (2013, May 3). How does online reputation management work?. Stumbleupon. Retrieved from:
http://www.stumbleupon.com/su/1Z7BZB/www.virtualsocialmedia.com/how-does-online-reputation-management-work/
Admin. (2013, May 13). Online Reputation Management Companies in Chennai India. Chennai Social Media. Retrieved from:
http://www.stumbleupon.com/su/94UN3D/www.chennaisocialmedia.com/orm-chennai-online-reputation-management-companies-in-chennai-india/
Amy's Baking Company. (2013, May). Yelp. Retrieved from Yelp: http://www.yelp.com/biz/amys-baking-company-scottsdale?sort_by=date_desc
Battersby, M. (2013, February 01). Beyoncé belts out national anthem live before admitting lip synching on US inauguration day. Independent. Retrieved from:
http://www.independent.co.uk/arts-entertainment/music/news/beyonce-belts-out-national-anthem-live-before-admitting-lip-synching-on-us-inauguration-day-8476782.html
Beyoncé admits Inauguration Day lip sync, says she'll "absolutely be singing live" at Super Bowl. (2013, January 31). CBC/AP. Retrieved from:
http://www.cbsnews.com/8301-207_162-57566981/beyonce-admits-inauguration-day-lip-sync-says-shell-absolutely-be-singing-live-at-super-bowl/
Broderick, R. (2013, May 14). This Is The Most Epic Brand Meltdown On Facebook Ever. BuzzFeed Food. Retrieved from http://www.buzzfeed.com/ryanhatesthis/this-is-
the-most-epic-brand-meltdown-on-facebook-ever
Burgess, T. & J. Shelley (2013,January 26). Was Beyoncé wrong to lip-synch at President Obama's inauguration?. The Guardian. Retrieved from:
http://www.guardian.co.uk/commentisfree/2013/jan/26/beyonce-lip-synch-obama-inauguration-debate
Chris. (2013, March 14). How to Combat Bad Press Using Online Reputation Management. iSpionage. Retrieved from: http://blog.ispionage.com/online-reputation-
management.html
Cody, S. (2013, February 01). A Lesson in Crisis Communication From Beyoncé. Inc. Retrieved from: http://www.inc.com/steve-cody/lesson-in-crisis-communications-from-
beyonce.html?nav=featured
Crenshaw, D.(2012, November 25). An 8-Step Guide to Managing Negative PR. Entrepreneur. Retrieved from: http://www.entrepreneur.com/article/225059
Gregory, A. (May 22, 2009). Online Reputation Management: How to Handle Negative Publicity. Sitepoint. Retrieved from: http://www.sitepoint.com/handle-negative-
publicity/
ARTICLES USED IN THIS RESEARCH
Introduction Case Studies Articles Lessons Learned Bibliography
127. Handling bad publicity. (2012, August 28). The Marketing Donut. Retrieved from: http://www.marketingdonut.co.uk/marketing/pr/handling-bad-publicity
Harris,P.( 2013,January 23).Marine band confirms Beyoncé lip-synched at Obama inauguration. The Guardian. Retrieved
from:http://www.guardian.co.uk/music/2013/jan/22/beyonce-obama-inauguration-lip-synch
Joyner, A.& J.J. McCorvey. (2010, May 1). How to Manage Your Own PR. Inc .Retrieved from: http://www.inc.com/magazine/20100501/how-to-manage-your-own-
pr.html
Meranus, R.(2013). Managing Bad Press. PR Newswire. Retrieved from: http://www.prnewswire.com/knowledge-center/small-business-pr/Managing-Bad-Press.html
Ng, D. (n.d). How to Handle Bad Press as an Online Community Manager. Dummies. Retrieved from: http://www.dummies.com/how-to/content/how-to-handle-bad-
press-as-an-online-community-man.html
Reputation Management PR.(2013). Reputation Management. Retrieved from: http://www.reputationmanagementpr.com/
Thelwell, A. (2013, April 6). Today’s PR is More Than Just a Press Release. Themarketstall. Retrieved from: http://marketstall.wordpress.com/2013/04/06/todays-pr-is-
more-than-just-a-press-release/
User: djgabrielpresents, (2013, May 15). Amy's Baking Company Owners: "We Were Hacked!". YouTube. Retrieved from:
http://www.youtube.com/watch?v=Rdi3LkGHVAw
Welstead, S.(n.d.). 2012 in review - Top 20 PR campaigns and stunts of the year. Growing Business. Retrieved from: http://www.growingbusiness.co.uk/handling-bad-
publicity.html
(n.d.). Action List: How to deal with bad publicity. ICAEW. Retrieved from: http://www.icaew.com/en/library/subject-gateways/risk/reputation-management/small-
business-update/action-list-how-to-deal-with-bad-publicity
(n.d). Online Reputation Experts. Reputation Management. Retrieved from: http://www.reputationmanagementfor.com/blog/category/about-us/
ARTICLES USED IN THIS RESEARCH
Introduction Case Studies Articles Lessons Learned Bibliography