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Social media crisis situations solved: minor preparations

Social media crisis situations may arise for brands of every size, but knowing the root cause and ways to prevent them can save you a lot of social capital later.

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Social media crisis situations

Will social media save your company in a crisis? Probably not, unless it started on social media or your company is extraordinarily dependent upon social media for your daily functions. And I will qualify that further below.

If you have a home-healthcare company who primarily serves the elderly and you have a crisis within your company, you can tweet all day and night and it isn’t likely to have much of any impact. If you own a car dealership, however, where you deal every day with the public – wait, no; you can still probably get away without a Twitter or Facebook account just fine even if an average customer vociferously complains about you online.

The keys are consistency and authenticity. Here is this simplest rule regarding communication I would advise you remember when your company faces crisis: use every channel through which you normally communicate with customers, investors, and other stakeholders throughout the crisis.

Illustrating a lack of consistency

If you use social media to tell your customers about special deals or to communicate during good times, you should make certain to use the same channels to talk to them when things are rough. To go quiet on channels you normally use only makes you look bad and maybe even guilty.

Barton Creek Mall in Austin, for instance, regularly greets customers who check in with a welcome message and notifications of discounts. When they had a crisis which required evacuation last year, though, there was no mention of the problem and no notification when the mall re-opened.

Inconsistency on social media can be far worse than having no account at all. The local dealership from which I bought my car has Twitter integrated into its website, but it went silent last May when whatever college intern they had maintaining it went on summer vacation. My and others’ complaints sit, populating their once active feed.

Coming out stronger than you were before

Likewise, if you only promote your product, never engage, and simply are not very interested in social media during normal times, nothing you say during a crisis through those channels will have much impact.

None of this goes to say that there is no value in social media. It can make you come out of the other side of a crisis stronger than before the problem arose. But in the end, it is just another tool that you can either use or not use effectively.

David Holmes, owner of Intrepid Solutions, has over 20 years experience planning for, avoiding, and solving crises in the public policy, political, and private sectors. David is also a professional mediator and has worked in the Texas music scene.

Social Media

Tiktok: Did they really just censor disabled users?

(SOCIAL MEDIA) TikTok was concerned about disabled users being bullied so in a stunning reversal, they limited those users visibility on the app. Yikes.

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TikTok, the popular social media platform where users upload short, often silly or light-hearted, videos is coming under fire this week. Internal moderation documents acquired by the German digital rights blog, Netzpolitik.org, show that TikTok has been discriminating against users who are disabled, queer, and fat.

According to these documents, TikTok instructed moderators to tag any content created by so-called, “special users.” The “special users” tag refers to users who are “susceptible to harassment or cyberbullying based on their physical or mental condition.”

The idea behind the tag was to provide these “special users” with protection from cyber bullying and online harassment. This was achieved by limiting the visibility of these user’s content. Videos with this tag had their viewership limited to the user’s country of origin and were prevented from being featured on the “for you” section of the app.

To make matters even worse, moderators only had about 30 seconds to make the decision to flag a video or not. Imagine looking at a complete stranger for less than a minute and having to decide if they fall somewhere on the Autism spectrum. Now, imagine doing that with only a 15 second video for reference.

Sources inside TikTok say that moderators complained about this policy multiple times, but their concerns were ignored. According to a TikTok spokesperson, the tag system was meant to be a temporary solution.

“This was never designed to be a long-term solution, but rather a way to help manage a troubling trend until our teams and user-facing controls could keep up.”

Point blank, TikTok discriminated against users based on their physical appearance and perceived disabilities. They denied these users a fair opportunity on their app by limiting the visibility of their content therefor preventing them from growing their audiences.

In their statement about the moderation policy, TikTok’s spokesperson asserts that the policy is no longer in effect.

“While the intention was good, the approach was wrong and we have long since changed the earlier policy in favor of more nuanced anti-bullying policies and in-app protections.”

Owning up to their mistake is a good start, but a simple ‘our bad y’all’ is not good enough. When a company currently estimated to be worth 75 billion dollars admits to blatant discrimination against its users, there need to be some reparations.

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Facebook is finally allowing you to use your data freely, kinda

(SOCIAL MEDIA) Facebook is taking baby steps to improve data portability with new photo transfer tool. They are working with google, twitter, and microsoft to make it work

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Facebook is rolling out a new feature which will allow users to transfer their photos directly to Google Photos. The product is rolling out in Ireland first for some beta testing, but set to launch globally in the first half of 2020. At first glance this may seem like a mundane new tool, but it is just one thread in a complex web of legal and social change related to users’ right to their own data.

The true heart of this story is the ongoing issue of data portability. Facebook, Google, Twitter, and Microsoft are all part of the Data Transfer Project which aims to create data portability. Data portability refers to an individual users’ right to control their own data on the web, which includes the right to download and transfer their data to different services. The hope is that a seamless flow of data will create a more authentic sense of competition.

In their statement about the new product, Facebook reiterates this belief by stating, “we believe that if you share data with one service, you should be able to move it to another. That’s the principle of data portability, which gives people control and choice while also encouraging innovation.”

Being able to seamlessly transfer your photos from Facebook to any outside platform is a big step for a company that has spent most of the year in anti-trust investigations.

The photo transfer tool will be helpful to some users, but is it a genuine step towards breaking up the Facebook data monopoly? After all, Google has also gone through anti-trust investigations this year, so perhaps more open competition between two of the largest software companies on the globe is not exactly what legislators had in mind.

It’s nearly impossible to read whether Facebook’s attempts to improve global data portability are sincere or just an elaborate effort to keep governments off their bottom line. There is an argument to made about whether or not corporations can ever be sincere, but that is a story for a different day.

The best thing everyday users can do to protect their data right now is to stay informed and keep asking questions.

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‘Secret sister’ gift exchanges are not just lame, they’re ILLEGAL – tell your friends

(SOCIAL MEDIA) There’s a new gift giving program spread on Facebook but you may be giving more than gifts. Secret Sister is actually an illegal MLM that gives away your identity.

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‘Tis the season for Christmas themed pyramid schemes! No, we’re not talking about your favorite MLM adding some holiday flair (though that’s probably happening too), this is something more sinister: Secret Sister gift exchanges.

Not to be confused with Secret Santa (the anonymous gift exchange among friends), Secret Sister exchanges promises the impossible: buy one gift for a stranger, get upwards of 36 gifts in return. It might sound like a Christmas miracle, but it’s actually classified as a pyramid scheme… and gambling, to boot.

Not to mention, it’s definitely illegal, hun.

Circulated primarily on Facebook and targeted mostly at women, Secret Sister exchanges have been running since 2015, according to Snopes. Users are invited to join and invite up to six friends to participate too. Like all pyramid schemes, the further down the ladder you are, the less likely you are to receive many (if any!) gifts in return.

That’s the best case scenario.

Not only are you bothering your friends and potentially gaining nothing (or little) in return, you’re also at risk of identity theft when you participate in a secret sister exchange. Why? Well, most of these schemes involve users submitting important personal information such as phone number and home address, which aren’t the sorts of things you want falling into the hands of total strangers.

These “Secret Sister” gift exchanges might also go by other fun, festive names. For instance, one scam focused on “wine drinkers” and encouraged participants to purchase bottles of wine. But a pyramid scheme by any other name is still a massive waste of time and money.

A good rule of thumb? If something is offering amazing results for a fraction of the cost (like 36 gifts for the price of one), be wary. That’s the same promise you’ll get at a slot machine – and that’s less likely to steal your identity after you’ve lost money.

Not to sound like a PSA, but if you or anyone you know seems to be caught up in a secret sister gift exchange, get out! It shouldn’t be the season of law-breaking and identity theft. And if that $10 is burning a hole in your pocket, there’s plenty of ways to find some holiday cheer. Donate to a local charity, buy a gift for a coworker, maybe even treat yourself!

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