While everyone approaches social media with the best intentions, mistakes can happen, and those mistakes can lead to significant disasters for brand PR. Here are some examples of major social media fails, and what social managers can learn from them.
A former Australian politician created an anonymous Twitter account to voice his extreme and offensive views, often targeting specific individuals, yet hiding under a cloak of anonymity. But he was found out - another lesson in the potential fallout of abusing online communications mediums.
As the saying goes, “you can’t please all people, all of the time”. While this statement is true, the relevance and potential impact of disgruntled customers has been significantly amplified by the advent of social media. Companies have to be prepared to respond to negative comments and negative reviews in a way that satisfies not only the person doing the complaining, but the wider the audience looking on and reading your response.
Though SXSW ended a couple of weeks ago, an event put on by Polpeo, a social management service, is still on my mind. They hosted a clinic that simulated brand crisis – a firm’s CEO is caught getting drunk, obnoxiously hitting on women, and doing drugs in a bar. Participants were then divided into teams, and then graded on how well they handled the crisis.