Nine Tips To Develop A Social Media Crisis Strategy

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Nine Tips To Develop A Social Media Crisis Strategy
By Cynthia Cradduck

It’s clear that business owners no longer can ignore the impact and significance of integrating social media into their overall marketing plan. A great deal of thought is devoted to choosing which channels to use, creating a cohesive voice and crafting creative content.

Cynthia Cradduck, Junior Partner of Carriage Trade Public Relations and Cecilia Russo Marketing_

Cynthia Cradduck

Equal attention should be given to planning for social media crises that can happen quickly and escalate even more quickly.

Don’t worry, though. The following nine-step guide will help you prepare for and survive a social media crisis of any kind.

Before a Crisis

1. Establish a social media crisis team.

Not everyone in your business needs to be part of this group, but everyone who’s included should have a defined role. Who will be responsible for monitoring online for potential crises? Who will be the spokesperson if things do go awry? Who will be responsible for responding to online comments? All of these roles must be filled with individuals who know what defines a crisis and how to handle it.

2. Define what constitutes a social media crisis for your business.

Larger corporations may ignore a few hundred complaints, but those complaints could be devastating for small businesses. When social media chatter begins to have a negative effect on your services or products, something must be done.

3. Identify your key message and create communication guidelines.

Because crises are unpredictable, your brand’s central message will need to be defined when you understand the root issue of what’s happening. To be prepared, your entire team should understand the company’s values and missions. These should guide whatever response the crisis calls for. It is important to establish guidelines for relaying all necessary information to your employees, stakeholders and the public.

Knowing who needs to know what, using which platforms, will allow you to respond quickly when fire strikes.

4. Monitor. Monitor. Monitor.

You’ll never catch a crisis soon enough if you’re not constantly monitoring online for negative messages circulating about your company. Decide which tools you will use to do this and who’s responsible. “Social Mention” is a great resource to keep an eye on your company and/or your clients in the social media sphere.

During a Crisis

5. Take control.

Pause your scheduled posts. After you ensure no outgoing posts will be published for the moment to any of your pages, you should follow by informing your team of the situation and acknowledging the problem publicly. Remember to address the issue on your website as well.

6. Determine the Key Message.
Assessing the situation and developing a key message that is understood by everyone on your team is critical. This should be a strategic message that will guide the rest of the crisis. Using appropriate words to describe the situation effectively is a must, and everyone should agree to relay this message to anyone who might ask. “No answer” is not sufficient.

7. Respond to the Public.
Don’t ignore the situation or members of the public who are upset. Ask them to contact you privately by offering an email address or a number they can call. This tells everyone who is looking at these messages that your brand truly cares. Continue to monitor the messaging and continue to work your plan. This is when it’s important to remember you can weather the storm.

After a Crisis

8. Assess the impact.

Evaluate your company’s status. Your social monitoring tool will indicate the overall sentiment about your company and its standing on social media. Did the crisis result in tangible setbacks? Take time to study the damage that has been done.

9. Reflect and prepare.

Take a minute to reflect and decide what went well and what parts of your crisis plan need improvement. And remember that online content lives forever and may resurface later.

It’s worth remembering, too, that no one is exempt. Even if your social channels have a small following and a social media crisis seems unlikely, a plan to guide you through potential chaos should be in place at all times.

I think we all can agree that people sometimes get a little crazy online.

Good luck out there.

Cynthia Cradduck is the Junior Partner at Carriage Trade Public Relations and Cecilia Russo Marketing, where she oversees business development, manages the Visibility Team, and coordinates reputation management strategies for clients, media relations and online SEO-PR.

Principal of Dewitt Tilton Group Launches “Inspire Your Community” Podcast to Do Just That

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Principal of Dewitt Tilton Group Launches “Inspire Your Community” Podcast to Do Just That

(SAVANNAH, GA) Chris Tilton, one of two principals at the Dewitt Tilton Groupcommercial construction firm, has launched a monthly podcast featuring local stories of inspiration, kindness and positivity, and the company will reward people who help find those stories with a $300 donation to the cause of the nominator’s choice.

A small, heartwarming true story was the spark for “Inspire Your Community Podcast,” Tilton said.

Dewitt Tilton Group Inspire Podcast

“I heard about this guy who was dropping his daughter off at daycare one morning, just something lots of us do every day, and he noticed that the swing on the playground was broken. He didn’t complain about it to the daycare manager; he didn’t ignore the problem. Instead, the following Saturday, on his day off, he drove over and fixed the swing,” said Tilton. “Not a big thing, just seeing a problem and doing something about it.”

Such simple but true stories, Tilton thought, could inspire others to perform random acts of kindness or to act instead of complaining. His response is to launch a monthly podcast to tell true, inspiring stories suggested by members of the community. To encourage people to come forward with stories, the Dewitt Tilton Groupwill donate $300 to the cause of the successful nominator’s choice.

To submit story ideas, email dtg.inspire@gmail.com. One story will be selected each month to be the subject of the podcast, and the nominator of that story will be given the opportunity to designate a charity to receive a $300 donation.

“There are lots of inspirational stories out there, and we hope people will come forward to let us help share them,” Tilton said. “We’re starting now, so we need to hear from people. This is one small way we can all help counteract hate and negativity in the world.”

The podcast can be accessed at YouTube, Apple Podcasts, Spotify, Google Play, Stitcher, and everywhere else podcasts can be found. View the first episode here, https://www.youtube.com/watch?v=1EgdS0dh9UY.

For more information, contact the Dewitt Tilton Groupteam at dtg.inspire@gmail.com.

MORE INFORMATION ON DEWITT TILTON GROUP
The Dewitt Tilton Group, a premier construction firm located in Savannah, Ga., specializes in commercial construction. The principals, Andrew Dewitt and Chris Tilton, have more than 50 years of combined experience in the local construction industry. The firm manages every aspect of a commercial project from pre-construction to the final walk through. Known for using only highly reputable contractors, the Dewitt Tilton Groupbrings to the table design, engineering and construction capabilities to guarantee a smooth construction process for each client. The firm is located at 2807-A Roger Lacey Avenue, Savannah, GA 31404. For more information or to contact the Dewitt Tilton Group, please call 912.777.3404 or visit http://www.dewitttiltongroup.com

CONTACT
Kim Thomas
Dewitt Tilton Group
912-777-3404
kim@dewitttiltongroup.com

MEDIA CONTACT
Cecilia Russo Turner
Cecilia Russo Marketing
912-856-9075
info@crussomarketing.com

January Open for Business: The Value of Leadership Training

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January Open for Business: The Value of Leadership Training

(SAVANNAH, GA) Join Carriage Trade Public Relations®, Inc. and Cecilia Russo Marketing, LLC for the January session of their monthly Open for Business® series. This month’s topic is the value of leadership training, and Lee Beckmann, Leadership Southeast Georgia’s 2019 chair, will be the featured guest.

Lee Beckmann Open for Business

Lee Beckmann

The conversation takes place via Facebook Live on Wednesday, January 30, at noon. Interested parties can find more information here: https://www.facebook.com/events/227739468102170/

Open for Business® is a monthly online social media article review series, where current marketing articles are discussed that will help your business become more competitive. It is held on the last Wednesday of every month at noon via Facebook Live.

ABOUT CARRIAGE TRADE PUBLIC RELATIONS®, INC.
Carriage Trade Public Relations, Inc. is Savannah’s premiere reputation management company. Founded in 1995 by Marjorie Young to help businesses increase their visibility in their community and globally online through its trademarked strategy, the REPUTATION MATRIX™ method.

ABOUT CECILIA RUSSO MARKETING, LLC
Cecilia Russo Marketing, LLC was founded by Cecilia Russo Turner in 2008. The firm puts the power of publicity to work, helping organizations, businesses and individuals move the needle and achieve their specific communications objectives through key reputation management strategies. For more information, call 912.665.0005 or visit https://ceciliarussomarketing.com

MEDIA CONTACT
Cynthia Cradduck
912.856.9075
savannahpublicrelations@gmail.com

Georgia Hospice Care Announces New Website Designed by Speros

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Georgia Hospice Care Announces New Website Designed by Speros

(SAVANNAH, GA) GHC(formally Georgia Hospice Care) is pleased to announce the launch of a newly designed website —http://ghcholdings.com/— for the hospice provider in Georgia and South Carolina. The new site was adopted to transition the company’s Georgia branding into a name that would enable mulit-state use. Additionally, the company was seeking to enhance capabilities of the website for recruiting and raising the visibility of their non-profit 501c GHCFoundation for donations to support the companies charitable activities.

GHC Website designed by Speros

The design took approximately eight weeks to create and implement the new site. Designed by Speros, a full-service technology company headquartered in Savannah, the site features user-friendly navigation and a clean, professional design.

“The primary goal was to create a navigation scheme that made the site easy to use and informative,” said Lauren Dingus, web and graphics designer for Speros. “The group also needed a website that was interactive to include online forms, employment opportunities and a means for donations.”

GHCcoordinated the launch of the new website to coincide with the expansion of their hospice services into South Carolina.

“We enjoyed the process of working with Sperosand are thrilled with all aspects of the new website,” said GHCCFO and COO Kevin Gierc. “Our previous site was static with no interactive elements. This is a vast improvement for the families we serve.”

For more information, visit ghcholdings.com

ABOUT GHC
GHCwas founded with the goal of improving the accessibility and quality of care available to those who live in the rural areas of Georgia and South Carolina. GHCprovides the care and compassion needed to ensure that patients live their final days with the respect and dignity they deserve. GHChas locations in Savannah, Jesup, and Brunswick. For more information visit ghcholdings.com.

ABOUT SPEROS
Established in 1984, Sperosprovides technology solutions for businesses, offering telephone systems, IT services, surveillance systems, web design and branding solutions and cloud computing. Sperosteam members continually stay updated on leading-edge, certified technologies to maximize solutions and ensure businesses succeed in this fast-paced, technology-driven world. For more information, visit speros.com, call 912-354-8900 or email info@speros.com.

CONTACT
Lauren Dingus
Web and Graphics Designer
Speros
ldingus@speros.com
912.790.5117

MEDIA INQUIRIES
Cecilia Russo
Cecilia Russo Marketing
912-665-0005
info@crussomarketing.com

Marjorie Young
Carriage Trade Public Relations, Inc.
912-844-9990
VisTeam@carriagetradepr.com

Felder & Associates Launches New Website Designed by Speros

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Felder & Associates Launches New Website Designed by Speros

(SAVANNAH, GA) Felder & Associateshas just launched their redesigned website, felderassociates.net.

Designed by Speros, a full-service technology company in Savannah, the site has been restructured to better feature the architecture and design firm’s growing portfolio of work specializing in historic preservation, architectural design, project management, construction administration and interior design.

Felder & Associates New Website

“It was becoming more apparent the old website was not structurally well suited to showcasing our increasing number of photos and content,” said Brian Felder, the firm’s managing principal. “We wanted a site that better reflected our company’s character and standards and behaved consistently in different browsers. I’m pleased to say the Sperosteam was able to accomplish that.”

Lauren Dingus, Speros’ director of web design and marketing, updated the site’s visible aspects, first by repurposing a video highlighting various steps of the design process. It is now featured prominently on the home page and provides background interest while visitors browse through the site’s streamlined navigation menu.

Divided into three distinct sectors, Felder & Associates’ updated project portfolio features a variety of residential and religious projects, as well as some of the firm’s best known commercial work.

“We were able to create a more organized project portfolio and to assist viewers looking for specific work, as well as press releases and award information,” said Dingus. “The new navigation makes it easier for viewers to stay on the site while they move around and find the information they need.”

Felder & Associates’ updated website also includes information about the firm’s history and its growing team of associates, as well as a news gallery. For more information, visit https://felderassociates.net/

ABOUT FELDER & ASSOCIATES
Established in 2012, Felder & Associatesspecializes in historic preservation, commercial architecture, adaptive reuse architecture, corporate interior design, high-end residential design, green building and neo-traditional building. Felder & Associatesis a member of the Savannah Chamber of Commerce, Historic Savannah Foundation, the American Institutes of Architects, the American Society of Interior Designers, the United States Green Building Council and the International Interior Design Association.

Recognition includes historic preservation awards from the Historic Savannah Foundation, the Georgia Trust for Historic Preservation’s Excellence in Rehabilitation award, the Georgia Association of The American Institute of Architects Design Award in Renovation and a special judges’ award from Hospitality Design magazine.

Felder & Associatesis located at 2514 Abercorn St. Suite 110, Savannah, GA 31401. For more information or to contact Felder & Associates, call 912-777-3979, or visit www.felderassociates.net

MEDIA CONTACT
Cynthia Cradduck
Junior Partner
Cecilia Russo Marketing
912.856.9075
cynthia@crussomarketing.com

Savannah Vet, Dr. Jason King, Launches Pet Care Reminder App, “HEEL”

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Savannah Vet, Dr. Jason King, Launches Pet Care Reminder App, “HEEL”

(SAVANNAH, GA) Dr. Jason King, CEO of Live Oak Veterinary Neurology, has launched a new network app called “Heel!” that’s designed to foster cooperation and information sharing between veterinarians and pet owners.

Dr. Jason King

Dr. Jason King, CEO of Live Oak Veterinary Neurology

The system sends reminders for medication or other recurring needs to pet owners via a smartphone app. An internet portal allows veterinary professionals to communicate with each other and the pet owner on prescription refills, therapy details, and other pet health issues.

“The app tames the problem of pet prescription compliance, allowing the sharing of reminders between pet parents, spouses, pet-sitters, and veterinary professionals,” King said. “Heel!also allows real-time updating of therapy details directly from the prescribing veterinarian to the owner’s phone reminders. Pet parents are able to request prescription refills with the convenience of one touch while veterinarians gain improved compliance and control. Pets, the center of the network, gain a seamless web of communication across their care team, which can remain entirely focused on the animal’s health.”

King is the founder and owner of Live Oak Veterinary Neurologyin Savannah, which offers veterinary medical and surgical therapy for diseases of the brain, spinal cord, peripheral nerves and muscles.

“It’s unfortunate, but we see a lot of preventable deaths occur because pet parents don’t administer the prescribed medication regularly or to its entirety,” continued King. “As much of a convenience as this app is, it is also intended to save lives.”

He recently was recognized for his development of the Heel!app by the Savannah Chapter of SCORE, the nation’s largest provider of free business mentoring services and educational programs for aspiring entrepreneurs and small business owners. He was selected as a winner of the organization’s inaugural BizPitch Savannahentrepreneurial competition in September 2018.

The Heel!app is available for download through online app stores or from the website www.heelapp.com.

ABOUT DR. JASON KING AND LIVE OAK VETERINARY NEUROLOGY
Jason King is the founder and CEO of Live Oak Veterinary Neurologyin Savannah, Ga., and developer of the award-winning “Heel!” veterinary network app. The practice provides medical and surgical therapies for diseases of the brain, spinal cord, peripheral nerves and muscles and offers diagnostic tools and advanced training in electrophysiology and neurosurgery. Dr. King graduated from the University of Georgiain 2006 with a doctorate in veterinary medicine and is one of only 325 board-certified veterinary neurologists in the world. For more information, call 912-662-7544, visit www.liveoakvetneuro.com/or www.heelapp.com.

MEDIA CONTACT
Cynthia Cradduck
Carriage Trade Public Relations® Inc.
912.856.9075
cynthia.wright@carriagetradepr.com
www.carriagetradepr.com

Dewitt Tilton Group Launches Redesigned Website

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Dewitt Tilton Group Launches Redesigned Website

(SAVANNAH, GA) The Dewitt Tilton Group, a commercial construction firm located in Savannah, has launched a redesigned website, www.dewitttiltongroup.com

The new website provides prospective clients with information on the commercial design and construction process along with a portfolio of projects in progress and completed work.

The Dewitt Tilton Group

“The new site helps bring to light almost every aspect of the multi-stage design and build process,” said Chris Tilton, a principal with the firm. “Overall, it allows us new opportunities to share our understanding of and commitment to the commercial building industry, as well as our dedication in helping build up our community.”

The site features construction videos and offers a storehouse of news articles on subjects from job site safety tips and workshops to zoning regulations. It also highlights the company’s commitment to supporting local organizations and non-profit organizations, including the Savannah Jayceesand the Kids & Pros Football Camp.

MORE ABOUT THE DEWITT TILTON GROUP:
The Dewitt Tilton Group, a premier construction firm located in Savannah, Ga., specializes in commercial construction. The principals, Andrew Dewitt and Chris Tilton, have over 50 years of combined experience in the local construction industry. The firm manages every aspect of a commercial project from pre-construction to the final walk through. Known for using only highly reputable contractors, the Dewitt Tilton Groupbrings to the table design, engineering and construction capabilities which guarantee a smooth construction process for each client. The firm is located at 2807-A Roger Lacey Avenue, Savannah, GA 31404. For more information or to contact the Dewitt Tilton Group, please call 912.777.3404or visit www.dewitttiltongroup.com

CONTACT
Kim Thomas
Dewitt Tilton Group
912-777-3404
kim@dewitttiltongroup.com

MEDIA CONTACT
Cynthia Wright
Junior Partner
Cecilia Russo Marketing
cynthia@crussomarketing.com
912-856-9075
www.crussomarketing.com