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

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

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

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

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

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

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

58. 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

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 ARTICLE 4: REPUTATION MANAGEMENT PR Introduction Case Studies Articles Lessons Learned Bibliography 1/4

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 Introduction Case Studies Articles Lessons Learned Bibliography 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 Introduction Case Studies Articles Lessons Learned Bibliography 3/4

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 Introduction Case Studies Articles Lessons Learned Bibliography 4/4

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 ARTICLE 5: HOW TO MANAGE YOUR OWN PR Introduction Case Studies Articles Lessons Learned Bibliography 1/2

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 ARTICLE 5: HOW TO MANAGE YOUR OWN PR Introduction Case Studies Articles Lessons Learned Bibliography 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

112. LESSONS LEARNED 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

114. Similarities: 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

120. Differences: 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

124. @andyjankowski @crenshawComm @dhinchcliffe @jenna_Goudreau @joelleyden @robincarey @terievanswriter MAJORITY OF ARTICLES WERE OBTAINED BY FOLLOWING THE TWEETER FEED OF Introduction Case Studies Articles Lessons Learned Bibliography

125. @andyjankowski @crenshawComm @dhinchcliffe @jenna_Goudreau @joelleyden @robincarey @terievanswriter MAJORITY OF ARTICLES WERE OBTAINED BY FOLLOWING THE TWEETER FEED OF 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

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Management of negative PR online

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Management of negative PR online