BP

How should Shell respond to its ‘social media oil spill’?

When disaster strikes, brands can quickly find themselves in the social media crosshairs. Just ask BP, which found itself under attack when a horrible oil spill caused a PR nightmare the likes of which only a crisis PR firm could enjoy.

But with consumers and activist groups becoming more sophisticated in their use of social media, brands are increasingly discovering that a social media crisis can strike at any time — for good reason, or no reason at all.

The Netflix apology: good idea, bad execution

As we’ve seen time and time again, even the highest-flying companies can be thrust into crisis and controversy in an instant for a variety of reasons.

For BP, it was a massive oil spill. For AirBnB, it was an ugly incident involving theft and vandalism.

And for Netflix, which is in the midst of a crisis today, the cause of its problems was a decision to change its business model.