Social media has become a critical channel for organizations to plan and communicate with customers or communities in times of crisis, but these efforts often fall flat or are overshadowed by an explosion of conversations. Whether flooded with inquiries on Facebook and Twitter, or proactively communicating or monitoring across social channels for important updates, organizations need strategies and technologies that will effectively scale and integrate with all other business touch points. This panel will highlight examples of crisis communications harnessing social channels done right (and wrong).
President: Big Break Enterprises Inc
Dave Carroll is a Canadian singer-songwriter best known for his trilogy of YouTube videos: “United Breaks Guitars”. When United Airlines baggage handlers damaged his Taylor guitar and would not take responsibility Dave promised to share his experience on YouTube with his music. His video went viral and became the focus of an online and traditional media frenzy. Today it has been called one of the most important videos in Google’s history and a wake-up call to companies around the world who are unprepared to embrace the opportunity social media offers. In addition to being considered a first class singer and songwriter, Dave’s career has expanded to working as a highly sought-after public speaker. He is President of Big Break Enterprises at the home office in Waverley, Nova Scotia.
A 17-year veteran to the technology industry, David is the Chief Solutions Officer at RightNow Technologies. David is responsible for the entire RightNow solution including products, partners, best practices, and the five Centers of Excellence.
Before RightNow, David held positions as the vice president of sales and marketing at Software AG and vice president of products for Artesia Technologies, a content management vendor. David also founded a professional services company. After graduating from Carnegie Mellon University, David started his career at Price Waterhouse in Washington, DC.
Outside of the office, you can find David hiking, skiing, biking, and learning from his daughter. He also enjoys helping his wife build her yoga retreat business, although he is not a yogi himself.
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