Social media-facebook-twitter-mishaps

Social Media Mishaps
#(@*&$@#

Brian Solis,
“As they say, failing to plan is planning to fail. The success of all things social media is up to you to define, quite literally.”

Necessaryevil.Reward or Risk
Passive brands are dissolving brands. Reward
No longer your Parent’s Customer Service model. Reward
Define:New Media - Online and digital ways of receiving information. Opportunities abound!
PR on the Web – Risk vs. Reward

Ignoring Social Media
Training employees.
Develop policies for employees
Dealing with complaints.
Contingency plans for common failures.
What Not to Do!
Overview

#(@*&$@#
Gartner.com estimated more than 50% of companies on social media will fail to manage it effectively and could potentially drive customers away.

The risks of moving a brand to social.
Choosing the wrong person to represent your business.
Being too quiet.
Not knowing what to do. After all, not succeeding on social is the most common mistake of all.
Welcome and Introduction

Training and Monitoring
Training employees to reach clear targets.
Train employees to not be overly self-promotional.
Train employees to maintain a consistent voice when talking through the brand or business name.
Employees should not tweet or post information on any social networking site on behalf of the employer, unless approved by appropriate management.
Monitor status updates, tweets, and create a solid contingency plan in case disaster occurs.
Train employees what to do if negative influence appears.

Complaining, venting, and not laughing on social channels. Employee’s can & often do use social profiles to vent. Short fuses do not belong on Twitter, Facebook, and Public Spotlights.
Being Wimpy. Bullies are everywhere – have tough skin and remain professional and friendly. Remember: Communities Are Not Going to Turn Their Back on You. Another Reason interactions, advocates, and friends are so important.
Avoid Common Foul-ups. Obnoxious tones, sarcasm, lying, overconfidence, automating, pontificating wildly.
Early Warning Signs –the Basics

When Barry Judge, the CMO of Best Buy started blogging, he sent a premium loyalty offering out to 6.8 million customers rather than the 1,000 intended. Barry apologized immediately on the blog for violating customer trust and also asked for feedback on additional steps Best Buy could take to rebuild trust. The result: A Positive Reaction to a Negative Action.

Facebook Examples

In preparation for the release of its Accord Crosstour, Honda launched a Facebookpage for feedback.
It backfired
Negative reviews started pouring in. Except for one from Eddie Okubu, he appeared to love the Crosstour. Fans quickly discovered Eddie was the manager of product planning at Honda. Honda removed his post for the reason “he did not disclose his affiliation with the company”

Nestle vs. Facebook Users: Round Goes to Facebook Users.

Chrysler claimed their account was hacked. Later, they isolated the problem to an employee at their social media agency.

And the winner is..

Oops, Wrong Account..

Ignoring Social Media
Training employees.
Develop policies for employees
Contingency plans for common failures.
What Not to Do!
Summary

Free. Monitors Blogs, Forums & Twitter.
Free. Monitors Blogs, Forums & Twitter.
$. Monitors Blogs, Forums & Twitter. Charts & Sentiment
$$. Monitors all social channels. Workflow
$$$. Monitor all social channels, archived data, workflow.

Social Media Policy
Employees may not use company equipment or systems to “twitter” or log onto social networking sites.
Twittering on personal cell phones, Personal Data Assistants (PDAs), etc. may not interfere with working time.
Employees should not tweet or post information on any social networking site on behalf of the employer, unless approved by appropriate management.
Employees may not use company logos or trademarks in tweets or twitpics (a service that enables users to post pictures to Twitter) or any other social networking site without company authorization.
Employees may not promote the company’s products or services on any social networking site or online message board without prior management authorization and without disclosing their employment relationship.
Employees may not post information on any social networking site that disparages the company’s products or services, contains false statements or breaches the employer’s confidentiality policies.
Employees who have any information on their social networking site about the company should provide a disclaimer on their profile page that the opinions are their own, and not those of the company. – SocialMediaRisks.com

Twitter.com/BrentRangen
218-833-2SEO
OptimizeGuyz.com

Social media-facebook-twitter-mishaps

by Optimize Guyz on Apr 26, 2011

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