What do you do when someone posts something negative about your brand online? Do you respond straight away? Do you ignore it? In this post, Chris Syme present five elements that need to be addressed as part of any social media crisis plan.
I'm looking at the case of Fitbit's voluntary recall and subsequent 86-ing of their top new fitness tracker, the Force, from two very different points of view: one as a communications and marketing professional, and the other as a loyal customer and brand advocate. It’s the latter that has motivated me to draft this post.
Social media and publicity go hand in hand. In fact, they need each other in order to function most effectively, as intelligent and responsive community management for a brand will often help or exacerbate a PR crisis as it unfolds in real time.
Think of several crises that may befall your organization: a leaked YouTube video of an off the cuff comment made by your CEO, a racist comment made by a member of your staff to a client or customer, a product defect that injured or poisoned a consumer, or an ill advised post that went viral (see KitchenAid post). In any of these cases the response would be different based on the specific issue, the seriousness of the claim, or the staff members involved.
The air can often get very thin in the executive conference rooms of large corporations. How are those at the C-level maintaining their brands' reputations and dealing with crisis as news cycles continue to shorten because of Twitter and emerging platforms? And are there lessons for small- and medium sized businesses to be found in their travails? Bill Wohl, former CCO of HP, discloses the answers.
How a brand handles a crisis is of course very important. The recent FedEx delivery driver debacle once again brought to light the need for proper crisis management. A nationally-renowned expert of crisis management weighs in.