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Profile: Melissa Agnes

Melissa Agnes is a social media crisis manager, consultant and speaker. One of the few in her field, she helps brands and organizations prepare and protect themselves with the right social media crisis plan, and offers on-call emergency crisis management services. Visit her daily social media crisis management blog for more insightful posts on all aspects of social media crises and protecting your brand against them. You can also connect with Melissa on Facebook and Twitter.

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Articles by Melissa Agnes
Social Media Crisis Monitoring Tool Reviewed: CrisisVu (Paid Tool)

Social Media Crisis Monitoring Tool Reviewed: CrisisVu (Paid Tool)

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I recently had the opportunity to test out a new Twitter monitoring tool called CrisisVu. As the name suggests, CrisisVu was developed with the aim of helping companies better monitor... read more

DKNY: The Perfect Example of How to Avoid a Social Media Crisis

DKNY: The Perfect Example of How to Avoid a Social Media Crisis

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DKNY recently found themselves in an online situation that very well could have gone viral, creating a potential crisis for the brand. However, it didn’t. Instead, DKNY handled the situation... read more

The Fail Trail: Infographic on 3 High-Profile Social Media Crises

The Fail Trail: Infographic on 3 High-Profile Social Media Crises

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I recently came across the below infographic on The Wall Blog, titled “The Fail Trail”. It’s a really interesting visual on three high-profile brands who have experienced social media crises,... read more

DKNY Update: When the Court of Public Opinion Becomes the Bully

DKNY Update: When the Court of Public Opinion Becomes the Bully

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Since DKNY’s response to the almost-crisis situation they beautifully handled last week, they’ve been faced with an outcry of anger, disappointment and backlash for not donating the full 100K to... read more

Ultimate Guide to Monitoring Your Online Reputation (Infographic)

Ultimate Guide to Monitoring Your Online Reputation (Infographic)

I have this awesome Twitter friend, Jeffrey Bezore (who I absolutely recommend you follow, by the way!), who sends me so many interesting links, articles and real-time online crises and... read more


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Awesome New Tool Reviewed: “ClicktoTweet” your Crisis Communications

Awesome New Tool Reviewed: “ClicktoTweet” your Crisis Communications

I’m pretty jazzed about this new tool I recently discovered, called ClicktoTweet! ClicktoTweet is a free tool, still in its beta stage, that you may have noticed I’ve started using... read more

Is Twitter On Its Way To Experiencing Its Own Social Media Crisis?

Is Twitter On Its Way To Experiencing Its Own Social Media Crisis?

It’s clear that the Burger King Twitter hack of Monday, and the @Jeep Twitter hack of Tuesday are not crises for the brands; they’re issues. (You can read more about... read more

What You Can Learn From Carnival Cruise’s Crisis Communications on Social Media

What You Can Learn From Carnival Cruise’s Crisis Communications on Social Media

By now, I’m sure that you’re all well aware of the crisis Carnival Cruises found themselves in last week when an engine fire left the ship powerless and waterless, exposing... read more

The Power of Strong Negative Emotion in a Social Media Incident

The Power of Strong Negative Emotion in a Social Media Incident

There’s no mistaking the impact of strong negative emotion with which your stakeholders will identify, in a social media incident, that immediately escalates the would-be incident to a crisis level.... read more

What is Internet Defamation? (Video / Podcast)

What is Internet Defamation? (Video / Podcast)

Recently, I’ve been posting more and more videos and blog posts about Internet defamation, as it’s a hot topic that many individuals and brands seem to be facing more and... read more

How to Manage Organized Social Media Attacks from Opponents

How to Manage Organized Social Media Attacks from Opponents

This Q&A Monday post answers a question posed by reader, Lisa Frizzell: How can social media be used to manage organized attacks from opponents? Being attacked by opponents with campaigns... read more

An Excellent Example of Twitter Use in Atlanta School Shooting

An Excellent Example of Twitter Use in Atlanta School Shooting

Last Thursday, January 31st 2013, there was another shooting outside a middle school in Atlanta. A 14 year-old student was grazed by a bullet, and thankfully the wounds suffered were... read more

Applebee’s Social Media Crisis: Should The Waitress Have Been Fired?

Applebee’s Social Media Crisis: Should The Waitress Have Been Fired?

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Applebee’s found themselves in a lot of social media heat last week when a waitress posted the below picture to Reddit (Note: the original picture posted showed the customer’s full,... read more

Social Media Monitoring Tool Review: HyperAlerts (Free Tool)

Social Media Monitoring Tool Review: HyperAlerts (Free Tool)

Last week, while expressing the importance of monitoring, monitoring, monitoring your Facebook page, I mentioned the option of using a free monitoring tool called HyperAlerts. Since then, I’ve had many... read more

Is Your Social Media Crisis Communications Plan Twitter-Friendly?

Is Your Social Media Crisis Communications Plan Twitter-Friendly?

Recently, Brad Phillips, a.k.a. Mr. Media Training, wrote a post about giving a Tweet-worthy media interview. This excellent piece of literature got me thinking of the importance of having Tweet-able... read more