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About Rod Hughes

I'm a writer, bibliophile, witty wordsmith and generally a commentator on the world around me. Professionally, I am a partner and vice president of a Greater Philadelphia-based public relations agency that helps businesses get their messages out into the world in a positive, effective way. Kimball Hughes Public Relations also specializes in helping organizations manage crisis communications situations. Contact me at rhughes@kimballpr.com.

Hack of a Whopper

On Feb. 18, 2013, Burger King's Twitter account was hacked garnering national media coverage and the ire of brand followers.

On Feb. 18, 2013, Burger King’s Twitter account was hacked garnering national media coverage and the ire of brand followers.

Crisis happens. When the crisis involves social media, it can have one heck of an impact on brand.

When Burger King’s Twitter handle was hacked today, the brand’s logo was changed to that of McDonald’s. The hackers also posted crude language, @ messages to questionable accounts, and video and photographs that had little to do with the brand and no doubt annoyed followers. Oddly, they boosted Burger King’s followers by more than 20,000 before the account was suspended.

Twitter followers noticed, as did CNN, ABC News and Fast Company’s Teressa Lezzi who published stories about the hacking within minutes.

If you manage a Twitter account for a brand and that account is hacked, what steps should your crisis plan include?

At the first indication of trouble, immediately log in and change the password. If you are able to log in and change the password, go into your settings and review all of the third-party apps connected to your account. Revoke access to all third-party apps until you can better assess the situation. (Be sure to revisit these apps once the situation is under control to ensure all brand account functionality.)

If you are not able to access the account and change the password, go to the Support Request section of Twitter and under Account Access select the “Hacked account” option. This will give Twitter the necessary “heads up” to suspend your account and avoid endless amounts of spam being sent to your followers. It will also allow you to reset your password.

While you work to regain control of your Twitter account, post a notification to your brand’s blog, website and other social platforms. This notification should simply state:

  • Your Twitter account has been compromised
  • You are working to remedy the situation, and
  • Your Followers should not click on any posted links until otherwise notified.

Such action lets your followers know you are aware of the situation. It can even foster good will among followers irritated by the hacking event.

As a precaution, make sure you use a secure password including letters, numbers and capitalization that cannot be easily determined. This password – especially if multiple people have access to the account – should be changed regularly.

Using dashboards like SproutSocial or HootSuite can also help minimize risk. We also suggest you follow @Safety or @Spam to stay alert to the latest spammer activity or malware.

Some crises can’t be avoided. But they can be mitigated through close monitoring, training and ensuring a workable plan is in place.

Interested in training your team to handle a social media crisis? Email us at info@kimballpr.com for information.

PR: Unplugged and Untethered

Welcome to autumn: A time when public relations professionals and their clients return to their work-a-day worlds and business-not-so-casual apparel, all lamenting the return to “cube-ville” and the noticeable lack of sand beneath their collective flip flops.

But what if the flip-flops became career-chic? What if client meetings at the beach – or at least in a setting absent stuffy corporate culture – was the norm? What if you never went back to the office again?

It’s not that outlandish of a theory. Mobile technology has empowered employees with the ability to hold meetings and prepare documents using little more than a smartphone. Today’s technology increasingly promises to reduce or eliminate tomorrow’s commute.

Some PR agencies gather only a few times per week in the office for meetings while working from home for the rest of the time. Future generations in the communications field might not even set foot in a physical office if they can complete all work virtually.

Think about it. The virtual workplace would save on time, gas, coffee — and the priceless frustration of traffic or crowded subways.

Moreover, working remotely could actually increase employee engagement. That’s what Edinger Consulting Group founder, Scott Edinger, recently discovered. In his blog, Edinger wrote of feedback from an investment firm with which his firm worked that said employees were actually more engaged and committed while working outside their workplace than when they spent eight or more hours per day in the office.

While office employees are just doorways apart, remote employees who are motivated must work harder to reach out to and connect with their co-workers. This typically yields better results in terms of efficiency and focus. The email and phone encounters of remote workers tend to be more brief and direct, maximizing their time spent together.

Although working remotely might look good on paper as a time and money saver, there can be downsides. Entrepreneur Magazine points out in an article that a business’ valuable information, literally held in employees’ hands, can be hacked, stolen or lost in a moment.

However, as both personal and business matters increasingly move into the cloud, it’s reasonable to conclude employees working remotely will not significantly tip the scales of data security for businesses already operating in this space. Technical issues aside, the social aspect of office environments must not be overlooked. Beyond just getting out of the house (and your pajamas), it’s also about the interaction with co-workers and collaboration that can sometimes only result from face-to-face meetings and hallway conversations.

All that being said, if there is a sector of the workforce best positioned to lead the charge of remote workspaces it is public relations. Our work is defined by relationships, and we’ve been trained to overcome a wide range of barriers to forming those relationships. Whether we work to bridge the distance between cultures, generations, work environments or geography, public relations professionals are always striving to build relationships untethered from the barriers that might separate many others.