Category Archives: CustomScoop

Media feeding frenzy vs. blog feeding frenzy–the Continental "poo flight"

At the risk of being circular, Custom Scoop’s blog commented on my blog post on Continental and added some very interesting perspectives. My focus was on the media feeding frenzy, their’s was on the blog feeding frenzy, which is in every respect more crazed, more callous, more angry, more outrageous than the worst excesses of mainstream media.

Again, this is of great importance to crisis managers and why it is imperative that blog monitoring be a part of any crisis manager’s toolkit these days. And it is important to understand that as the mainstream media continues to fight for its place in a rapidly changing public information world and its excesses become greater, those excesses will pale in comparison to what replaces it. Not more moderate approaches or more reasonable and thoughtful comment respecting people, such as the Continental employees, who are working hard every day to do a good job, but instead wild, uncontrolled anger, bitter screeds, and false accusations and information. Welcome to the new wild west of information.

Aha, some hints as to why JetBlue did so well in crisis communication

Jonathan Bernstein’s outstanding email newsletter called the Crisis Manager is the “bible” more or less for many of us in crisis management. In this issue he interviews Sebastian White, head of corporate communications for JetBlue and the interview gives some important information useful for all crisis managers and communicators. To sign up for this newsletter go to www.bernsteincrisismanagement.com.

Incidentally, this same issue reprints the excellent white paper on media tracking during a crisis by Chip Griffin, CEO of CustomScoop–another reason to sign up for the newsletter.

Media tracking during a crisis

Communication is of course about listening as well as speaking. And a key part of listening is paying attention to what the media, bloggers and others are saying about you. At no time is this more important than during a crisis.

I was sent an excellent white paper on this subject by Chip Griffin, CEO of CustomScoop. Chip mentioned that he was a crisisblogger reader, which pleased me no end. And I emailed him and told him I was a very happy user of his CustomScoop service (which seemed to please him). In fact, I was introduced to CustomScoop by my oft-mentioned associate Jonathan Bernstein, who was and is using it in a major “blogwar” crisis that both he and I are involved in.

CustomScoop has a blog that will be of strong interest to PR professionals, and I strongly recommend that you read this white paper by Mr. Griffin. It is critically important to not only track what the media is saying but also what the 70 million or so bloggers may be saying about you.

For the record, I have no arrangement where I am paid for recommending this service to you and have no financial involvement in your interest in them whatsoever. This is also the first time I have recommended a product or service in this blog.

POST SCRIPT:

Right after I posted this I found this article from PRSA–only 19% of PR professionals monitor blogs. That’s amazing to me considering the role that blogs are playing in PR these days. Chip–you got a big market in front of you!