The SF BART subway system admitted Friday it shut down cell phone service on several subway platforms during a planned protest Thursday. The subway operator said it was to guarantee passengers’ safety, but others are calling it “a chilling strike against free speech.”
Because social media cannot be “controlled,” the thought of putting marketing messages out into the social web strikes fear in the hearts of many. Without control, how do you avert or manage a crisis that bubbles over and could explode on Twitter, Facebook and the like?
We have all learned that good news travels fast online, but bad news travels faster. Now, with social networks, blogs and microblogs, the speed with which bad news can travel online is staggering, as everyone can get in on the conversation almost instantly. What can any of us — individual, organization, company — do to handle a social media communications crisis?