Comments on: Damned if you do, damned if you don’t

By: It’s The Phone – Even in Crisis Comms | redcatco blog

It’s The Phone – Even in Crisis Comms | redcatco blog — Wed, 20 Jan 2010 19:36:18 +0000

[...] Whatley of 1000Heads summed it up well in Damned if you do, damned if you don’t. Brand Republic has a good write up on Eurostar’s next steps, which include cancelling their [...]

By: Eurostar and social media, one week on / we are social

Eurostar and social media, one week on / we are social — Thu, 07 Jan 2010 12:30:12 +0000

[...] of the Eurostar incident (for those coming to this fresh, read our original post here). Our role continues to be the subject of speculation, so I thought it worth updating you on what we’ve been [...]

By: Siany

Siany — Mon, 21 Dec 2009 16:59:59 +0000

FINALLY someone talking some sense. Eurostar could probably have played this better, but We Are Social are not in the wrong, in fact they’ve done an awesome job in communicating on their behalf.

By: Eurostar Cancelled Trains

Eurostar Cancelled Trains — Mon, 21 Dec 2009 16:09:27 +0000

Let’s not forget that earlier on this year Eurostar services were the only ones that WERE running. And it’s a good thing the trains cut out on the ground, unlike the air travel services which are equally affected by the weather! I know for a fact that they’ve already started modifications on the Eurostar shields and are due to resume service as soon as today or tomorrow.

By: Social media in a crisis

Social media in a crisis — Mon, 21 Dec 2009 15:58:55 +0000

[...] up against. They went above and beyond and hats off to them for that. Thankfully there were some insightful posts that gave a balanced view of the situation, not least from We Are Social themselves. But this is [...]

By: Chris Reed

Chris Reed — Mon, 21 Dec 2009 10:51:33 +0000

Totally agree that It’s inappropriate for any commentators to criticise an agency who are doing one thing for a client, for NOT doing something else, which they’ve never been asked to do.

I’m just sorry for Eurostar’s sake that it’s only during and after this crisis that social media features in their crisis comms plans. Having said that though, in so doing, they’ll pave the way for many other organisations to dust down their own crisis planning docs and consider how best to use social media within them…

By: Danny Whatmough

Danny Whatmough — Mon, 21 Dec 2009 10:29:23 +0000

Good post James. I agree with you in terms of WAS. As Robin’s post shows, there is only so much advice an agency can give, if the client doesn’t listen then what can you do? The blame at the end of the day has to lie firmly with the brand. After all, it’s their reputation on the line.

By: Martin Bryant

Martin Bryant — Mon, 21 Dec 2009 10:22:58 +0000

Yes! Sanity prevails! Why the hell We Are Social should be expected to provide a service they weren’t contracted to do I’ve no idea. The good thing its that this has taught Eurostar that they can’t ignore this stuff.

By: uberVU - social comments

uberVU - social comments — Mon, 21 Dec 2009 09:31:26 +0000

Social comments and analytics for this post…

This post was mentioned on Twitter by Whatleydude: Speaking of Eurostar – http://bit.ly/8kWQFu…

By: Niall Harbison

Niall Harbison — Mon, 21 Dec 2009 09:28:20 +0000

I didn’t like the way people just jumped in and starting attacking them but the problem with social media is that anybody can sit on the sidelines and by using twitter alone be some sort of customer care strategy expert. Good to see a rational balanced view here from somebody who knows the business and what is involved rather than people sitting on the sidelines just calling WAS useless pricks which is just a waste of time and doesn’t get any solution. Fact is WAS were used for a small amount of marketing and not customer service as you say and if anything I’d expect them to be engaged on a bigger retainer from now on to look after customer service as well!