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Volume 27, Issue 3

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October 28, 2013

Buffer’s Response to Hacking: A Study in Social Media Crisis Management

More often than brands would probably like, we’re given opportunities to learn about social media crisis management through the highly visible fallout from the experiences of others. This weekend, social sharing platform Buffer was hacked, resulting in a Saturday afternoon and evening crisis for the start-up.

I wouldn’t say it was a positive experience for Buffer, but I will say this: it turned out okay. Not awesome, but okay. That’s about the best you can hope for when hackers cause an interruption in service for your customers that lasts several hours.

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http://searchenginewatch.com/article/2303237/Buffers-Response-to-Hacking-A-Study-in-Social-Media-Crisis-Management