Brand hijackingThe ‘lunatic fringe’Negative commentsEmployee error (Vodafone, KC)Social media storm (and no way to respond)
BrandingGoodwillLead generationCustomer serviceEngagement with audiences
3Ts + A = Social Media Ethos Truth Trust Transparency Accountability
"This afternoon an employeeposted an obscene messagefrom the official Vodafone UKTwitter profile.The employee has beensuspended immediately and wehave started an internalinvestigation. This was not ahack and we apologise for anyoffence the tweet may havecaused."
KissFind your loversStart smallTake a pulseRefine
!@#! Conclusions 3T&A • Truth, Trust, Transparency &communication Accountability universe: • The Internet Black Swan • 9/11 moments in • PC history • Harry Potter
of what you think you knowabout social media is wrong