The success of O2's Fifa 14 Ultimate Team Coins response is evident in the way the majorityof Twitter conversation quickly turned from an outpouring of angerto a celebration of the way the company was handling the crisis viaits @O2 Twitter handle. Anger or sadness quickly gave way tohappiness or an expression of love for the @replies received. Thisextraordinarily positive reaction far extended the reach of O2'sresponse, effectively turning attention away from the negativeconsequences of the network outage to its refreshing approach tocrisis management.
achieved this phenomenal turn of events with only a 64percent increase in daily tweets -- this turn around was not drivenby a significant increase in tweet volume, but by its tone of voiceand humour peppered responses. So did they get lucky with a fewwitty responses, or is there more we can learn from @O2's approachto crisis management Let's take a closer look at the content:
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