Even some of today’s most sophisticated social media suites lack the ability to establish a governance chain to ensure against such errors. It’s all too easy to “push the wrong button” and turn a personal post into a nightmare scenario for a client.
Facebook and Google are in a war for your information and today they’re in a battle for your contacts. SocialMediaRisk.com responds by advising users of these services to backup their contacts for both services.
Motrin recently rolled out a campaign addressing the pain caused by carrying babies. A well-intentioned but ill-informed decision, which led to a Twitter revolt, complete with it’s own hash tag, #motrinmom. Motrin’s failure to respond to consumers online led to the story moving offline to the mainstream press.
Three web analytics companies, Omniture, CoreMetrics, and Webtrends, have recently announced solutions that work within Facebook’s privacy framework. Of these new Facebook analytics solutions, Webtrends has perhaps taken the most novel approach.
In the Spring of 2008, United Airlines customer, Dave Carroll, witnessed baggage handlers throwing his $3,500 Taylor guitar. When Carroll finally reached his destination he opened his guitar case to find the guitar had in-fact been broken. For nine months he called customer support to receive compensation for his broken instrument. Finally, when he received his final “no” he vowed to make a music video about his negative experience and post it on the web for all to see.
As a prank, two Domino’s employees engaged in several health department violations, re- corded their activities and posted them to YouTube. The videos quickly “went viral” and consumers all over the web were exposed to Domino’s employees doing a variety of unseemly things to their pizza.
All of a sudden, people throughout the organization will have access to respond to customers and engaged consumers in real time. This could be a good thing or a bad thing. It’s like nuclear power – it can change the world in some really good ways, or it could totally destroy everything your brand has worked for. It depends on the people wielding this powerful technology.
Managing your reputation isn’t what it used to be. It’s not about winning fistfights on the playground to protect your street credibility, or a business issuing carefully-worded media releases to spin stories about their latest foibles.
Tweet Social Media Risk: 30 things every PR Pro should know. PRSA Presentation View more presentations from Raidious Digital Content Services.
Tweet Please take a quick moment and Google the name of your company and several of your clients. If your company website has been around for a while you should be top of the list, and at first glance this may seem like all that should matter. Possible clients can easily find your website on [...]
